Emerita Nicolas

• Generated daily TPO Production Reports for upper management and Account Executive.
• Reviewed the wholesale applications and financial statements to assess lender eligibility.
• Evaluated financial statements to confirm eligibility.
• Managed client communications regarding credit decisions and documentation requirements.
• Identified effective solutions for clients facing credit challenges.
• Supported department operations by covering additional roles during staff absences. Executed compliance checks to ensure regulatory adherence.
• Guided clients on available terms and options.
• Monitoring the daily inbox (Wholesale Processing emails, internal and external).
• Assist the Account Executive in ensuring that the TPO conditions have been resolved.
• Assist the broker and correspondent regarding approval licenses.
• Assist with cross-training among business segments.
• Customer Service Representative (inbound calls, emails, helping customers resolve issues, basic troubleshooting if needed).
• I make sure customers are fully satisfied, and issues are completely resolved.

• Send the Government Underwriting Internal Control E&O Insuring Daily Report to management and underwriters. Organized files and documents to ensure easy access and retrieval of information.
• Provided general administrative support to staff members.
• Monitored emails, sorted mail and distributed correspondence accordingly. Answered incoming calls and responded to customer inquiries.
• Ensured that all paperwork was completed accurately before submission deadlines.
• Responded promptly to customer complaints in a professional manner.
• Assist the government underwriter's conditions. Monitoring the daily inbox (Case Assignment Team emails, internal, and external).
• Ordering VA appraisal, FHA case number, and VA case number. Creating and updating procedures to assist with cross-training among business segments.
• Assist co-workers, train them if needed, and make sure they understand the process and proper procedures.
• Customer Service Representative.
• Managed day-to-day office operations, ensuring efficient workflow and adherence to policies.
• Maintained a positive working relationship with fellow staff and management.
• Assist underwriting in resolving missing documentation after the loan closes, or final clear to close.
• Assist Underwriting in resolving missing documentation after the loan closes, or final clear to close.
• Assist the Insuring Department in resolving missing documents, or any discrepancies on any closing documents from the VA website or FHA Connection.
• Review and clear FHA or VA conditions entered by the Post-Closing Department.
• Assist the VA or FHA audit teams if needed. Assist in logging appraisals, if needed.
• Review and respond to all PeopleSoft tickets from the Funding and Post Closing departments.
• Assist in ensuring FHA loans during downtime to help maintain an SLA (Service Level Agreement) of less than twenty (20) days for FHA loans.

• Reviewed internal controls to ensure operational efficiency and risk management.
• Collaborated with teams to develop and implement audit plans and strategies.
• Communicated findings effectively to management for their decision-making.
• Ensured the timely completion of all assigned tasks within set deadlines.
• Monitored changes in regulations to maintain up-to-date auditing practices at the bank.
• Maintained confidentiality of company information obtained in audit assignments.
• Performed regular reviews of the company's operations for compliance with laws and regulations.
• Provided guidance on improving internal controls over business processes.
• Reviewed all processes in the Post Closing Dept., separate from the Workflow website.
• Fulfilled SOX (Sarbanes-Oxley Act) narratives by testing areas that fall under the requirements of SOX regulations. Provided monthly audits to ensure customer information is secured.
• Assisted the Post Closing Department by pulling daily suspense reports, reviewing outstanding conditions, assisting with internal and external calls, and obtaining the needed documentation to resolve suspense items in a timely manner.
• Assisted other departments if needed (Mail Room, Closing Package Receiving, Scanning, Imaging, Custodial Vault, Notes, CAD/Loan Review (Correspondent Loan and Table Loan), HUD Review, Final Docs, Doc Retrieval, and Call Center).
• Provided backup support for the Team Lead (submitted the daily report, monitored the report, and delegated the report if needed).
• Trained new employees on how to review mortgage closing packages.

• Supervised and guided department employees to maintain high-quality customer service.
• Administered payroll information using Kronos while managing attendance records.
• Handled customer files to ensure strict confidentiality.
• Resolved customer issues through effective assistance and support.
• Reconciled daily count reports to ensure accuracy.
• Enforced policies and procedures for department and Flagstar Bank consistently.

• Directed operational strategies to enhance banking services and customer experiences.
• Oversaw compliance with regulatory requirements and internal policies effectively.
• Collaborated with cross-functional teams to develop process improvement initiatives.
• Implemented training programs to ensure staff proficiency in operational procedures.
• Established performance metrics to monitor team productivity and service quality.
• Monitored daily operations to ensure compliance with company standards, regulations, and customer service expectations.
• Evaluated employee performance regularly through feedback sessions or one-on-one meetings as needed.
• Scheduled maintenance activities for equipment and machinery on a regular basis.
• Resolved conflicts among employees or customers efficiently while maintaining a positive working environment.
• Maintained an up-to-date knowledge base about industry trends and best practices to stay ahead of the competition.
• Improved morale and management communication by creating employee recognition and rewards practices.
• Supervised and coordinated the operational activities of the branch to ensure quality customer service and compliance with all branch policies and procedures.
• Provided daily support for customer services, opened new accounts, and processed loans.

• Managed daily operations to ensure efficient workflow and productivity.
• Coordinated team schedules to optimize resource allocation across departments.
• Implemented process improvements to enhance service delivery and address deficiencies.
• Supervised branch activities to maintain quality customer service and compliance.
• Resolved team conflicts by providing direction and mediation when necessary.
• Identified service deficiencies, recommended, and implemented solutions to issues.
• Effectively handled complex customer issues and inquiries. Managed the daily operation of the assigned branch.
• Communicated changes to staff in a timely manner.
• Coached and counseled teller staff to enhance or correct activities related to the achievement of goals.
• Administered management control reporting and controls for audit, security, and compliance with regulatory procedures. Administered branch payroll information, attendance record-keeping, and work measurement reporting to maintain efficient staffing levels within authorized FTE.
• Provided daily customer service, telemarketing, opened new accounts for customers, and processed loans.
• Processed customer transactions, including deposits, withdrawals, loan payments, CDs, and wiring funds.

Head Teller – National City Bank

• Monitored teller balancing and provided counseling to improve balancing records as needed.
• Provided backup to the service manager, including check approval responsibilities.
• Assisted with management control reporting and controls for audit, security, and compliance with regulatory procedures.
• Performed consumer banking duties.
• Assisted in decision-making for hiring new employees.
• Facilitated proper customer service.
• Provided supervision and guidance of the teller line. Assisted in resolving problems with customers' accounts. Processed customer transactions, including deposits, withdrawals, loan payments, CDs, and wiring funds.

Teller and Sponsor - First of America Bank

• Assisted with vault and ATM duties.
• Provided training, direction, and support to tellers to ensure proper handling of routing tasks and inquiries.
• Processed a variety of bank transactions in accordance with established bank policies and procedures.
• Assisted with researching teller differences.
• Referred customers to appropriate functional areas for specialized service.
• Coordinated micro-marketing and sales.
• Processed customer transactions, including deposits, withdrawals, loan payments, CDs, and wiring funds.