Heather Luntzer
Festus,MO
Summary
Dynamic Business Technology Analyst with U.S. Bank Mortgage Servicing, skilled in data analysis and regulatory compliance. Proven track record in enhancing operational efficiency and driving process improvements. Adept at executive communication and team collaboration, successfully aligning technology solutions with business objectives to elevate performance metrics and customer satisfaction.
Overview
22
22
years of professional experience
Work History
Business Technology Analyst
U.S. Bank Mortgage Servicing
St. Louis, MO
12.2021 - Current
- Translate end-user requirements into custom reports and dashboards, leveraging data to support decision-making
- Develop and maintain internal communications, including newsletters, Yammer pages, and presentations
- Prepare and analyze operational reports, such as the Mortgage Business Review (MBR), to track performance metrics and inform strategic initiatives
- Collaborate with senior leadership to align business objectives with technology solutions
Payment Research / Offshore and Quality Control Oversight Manager
U.S. Bank Mortgage Servicing
St. Louis, MO
09.2006 - Current
- Spearhead quality control (QC) oversight for offshore mortgage servicing operations, ensuring compliance with CFPB, RESPA, FDCPA, and investor guidelines
- Conduct internal audits and inspections to identify process inefficiencies, compliance risks, and performance gaps
- Develop and implement corrective and preventive actions (CAPA) to enhance accuracy in loan servicing functions, including payment processing, escrow management, and default servicing
- Collaborate with cross-functional teams and offshore vendors to meet service-level agreements (SLAs) and key performance indicators (KPI’s)
- Review and validate customer communications for clarity, accuracy, and adherence to regulatory standards
Assumptions QC Manager (Operation Residency Program)
U.S. Bank Mortgage Servicing
St. Louis, MO
02.2023 - 06.2023
- Oversee quality assurance processes for mortgage assumption transactions, ensuring compliance with regulatory and organizational standards
- Analyze QC data to identify trends, drive process improvements, and enhance operational efficiency
- Train and mentor QC personnel on best practices, quality standards, and regulatory requirements
Customer Advocacy Business Operations Analyst & FLOD Reviewer
U.S. Bank Mortgage Servicing
St. Louis, MO
05.2019 - 12.2021
- Conducted root cause analysis and process improvement initiatives to enhance workflow efficiency and customer satisfaction
- Served as First Line of Defense (FLOD) reviewer for customer complaint cases, ensuring compliance with regulatory and organizational standards
- Developed business rules documents (BRDs), user stories, and process maps to support system automation and UAT training
- Partnered with compliance, legal, risk, and operational teams to implement new processes and systems
Executive Administrative Assistant
U.S. Bank Mortgage Servicing
St. Louis, MO
05.2015 - 06.2019
- Provided high-level administrative support to three Senior Vice Presidents, managing calendars, travel arrangements, and corporate communications
- Designed and delivered presentations, organizational charts, and newsletters to support executive decision-making
- Coordinated cross-functional projects, ensuring timely execution and alignment with business objectives
Divisional Administrative Assistant / Project Analyst
U.S. Bank Mortgage Servicing
St. Louis, MO
09.2006 - 05.2015
- Acted as a liaison between mortgage origination teams, property owners, and external vendors to resolve operational issues
- Supported budget preparation, forecasting, and managerial reporting, monitoring SG&A expenses and cost allocations
- Recommended and implemented process improvements to enhance productivity and system utilization
Risk, Compliance, Audit Professional (RCA)
PNC Bank
Clayton, MO
01.2005 - 01.2006
- Developed and implemented reporting, testing, and monitoring activities to ensure compliance with Third Party Risk Management (TPRM) program requirements
- Provided executive-level reporting on QA planning and testing results, supporting audit engagements and regulatory compliance
Business Analyst / Junior Loan Officer
PNC Bank
Clayton, MO
01.2003 - 01.2005
- Conducted financial and credit analysis to assess risk and match customers with appropriate loan programs
- Reconciled insurance/escrow payments and prepared compensation reports for senior loan officers
Trust Securities Specialist
PNC Bank
Clayton, MO
01.2003 - 01.2005
- Managed principal and interest payments for government mortgage securities, ensuring accuracy and compliance
- Administered contracts, monitored payments, and addressed securities deliveries
Education
Bachelors of Business Administration - Business Administration And Management
Western Kentucky University
Owensboro, KY03-2027
Associate of Applied Science - Business Management
Owensboro Community Technical College
Owensboro, KY06-2023
U.S. Bank CBBO University Certifications - Project Management Basics, Agile, Advanced, and Certified Career Professional
U.S. Bank CBBO University
Owensboro, KY01.2019
Skills
- Quality Control & Assurance
- Project management
- Data analysis
- Regulatory compliance
- Customer service
- Business communication
- Process improvement
- Team collaboration
- Quality assurance
- Information security
- Business process improvement
- Regulatory Compliance
- Process Improvement & Change Management
- Financial Analysis & Reporting
- Project Management & Strategic Planning
- Offshore Operations Oversight
- Data Analysis & Visualization
- Executive Communication & Stakeholder Engagement
- Employee Training & Development
Accomplishments
- U.S. Bank Legends of Possible - 2018
- U.S. Bank Operations Residency Program Participant - 2023
Timeline
Assumptions QC Manager (Operation Residency Program)
U.S. Bank Mortgage Servicing
02.2023 - 06.2023
Business Technology Analyst
U.S. Bank Mortgage Servicing
12.2021 - Current
Customer Advocacy Business Operations Analyst & FLOD Reviewer
U.S. Bank Mortgage Servicing
05.2019 - 12.2021
Executive Administrative Assistant
U.S. Bank Mortgage Servicing
05.2015 - 06.2019
Payment Research / Offshore and Quality Control Oversight Manager
U.S. Bank Mortgage Servicing
09.2006 - Current
Divisional Administrative Assistant / Project Analyst
U.S. Bank Mortgage Servicing
09.2006 - 05.2015
Risk, Compliance, Audit Professional (RCA)
PNC Bank
01.2005 - 01.2006
Business Analyst / Junior Loan Officer
PNC Bank
01.2003 - 01.2005
Trust Securities Specialist
PNC Bank
01.2003 - 01.2005
Bachelors of Business Administration - Business Administration And Management
Western Kentucky University
Associate of Applied Science - Business Management
Owensboro Community Technical College
U.S. Bank CBBO University Certifications - Project Management Basics, Agile, Advanced, and Certified Career Professional
U.S. Bank CBBO University
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