Jacqueline Wells
McKinney
Summary
Seasoned Professional with 22 years of mortgage servicing experience, currently serving as Senior Internal Auditor at Cenlar FSB. Expertise in risk assessment, audit planning, control evaluations, and regulatory compliance, with proven ability to provide insights into business processes and critical controls. Adept at facilitating audit planning activities and collaborating with senior leaders to ensure operational effectiveness and compliance.
Overview
23
23
years of professional experience
Work History
Senior, Internal Auditor
Cenlar FSB
Ewing
09.2022 - Current
- Conducts comprehensive audit and validation engagements, ensuring alignment with corporate policies, regulatory guidelines, and industry best practices.
- Provides insights to business lines to enhance understanding of risks associated with business processes, key risks, and critical controls.
- Facilitates audit planning and progress activities in collaboration with senior leaders.
- Drafts audit issues, identifying potential exposures, root causes, and developing actionable recommendations for operational effectiveness.
Senior, Internal Auditor
Freedom Mortgage
New Marlton
04.2021 - 08.2022
- Assisted in planning audit engagements by providing insights into business process risks, key risks, and critical controls to various lines of business.
- Collaborated with staff auditors to test controls using sampling and control testing techniques, identifying and assessing potential issues, and documenting work to support audit conclusions.
- Facilitated audit planning and progress activities with senior leaders, and drafted audit issues, potential exposures, root causes, and operationally effective recommendations under management supervision.
Assistant Vice President-Operations Support
Mr. Cooper
Lewisville
05.2020 - 03.2021
- Managed internal and external audit requests, ensuring timely completion and resolution of findings through effective issues management and documentation quality control.
- Directed team efforts in a collaborative manner, developing cross-functional strategies to enhance departmental effectiveness and coordination with supported groups.
- Implemented policies and procedures to support departmental goals, focusing on delivering excellent customer service to both internal and external clients.
Assistant Vice President-Collections/Cs
Mr. Cooper
Lewisville
09.2019 - 04.2020
- Developed and implemented customer operations strategies, enhancing productivity measurements and ensuring continual improvement.
- Resolved escalated customer issues, including presidential complaints and servicing concerns, while communicating departmental goals and policies effectively.
- Monitored operational performance and recommended strategic adjustments based on industry awareness and tracking mechanisms.
Foreclosure Manager-Attorney Oversight/Qc
Mr. Cooper
Lewisville
07.2014 - 08.2019
- Led oversight of Foreclosure Audit Sr. Specialists to mitigate risk within the default attorney network, utilizing monthly scorecards to assess attorney performance and recommend improvements or terminations.
- Collaborated across departments to address compliance issues identified during audits, ensuring resolutions aligned with internal audit compliance standards.
- Conducted risk assessments through annual attorney recertification processes and managed firm file transfers to optimize the number of firms per state.
- Assisted in reviewing and ensuring compliance with new state legislation, supporting the Change of Law team to maintain attorney network adherence to internal and external standards.
QC Auditor/Attorney Liaison
Aurora Bank FSB
Indianapolis
07.2011 - 06.2014
- Conducted on-site annual audits of the Foreclosure/Bankruptcy attorney network, identifying root causes of errors and providing performance feedback to management.
- Reviewed attorney scorecards to ensure quality and adherence to timelines, as per the defined policies and procedures.
Foreclosure Prevention Manager
Aurora Bank FSB
Indianapolis
11.2007 - 06.2011
- Managed daily performance of foreclosure prevention specialists, focusing on researching and implementing loss mitigation options to provide alternative solutions to foreclosure.
- Developed and managed key performance indicators (KPIs) to evaluate both individual and team performance, ensuring alignment with organizational objectives.
- Conducted live call monitoring to ensure customer solutions were properly evaluated and company quality assurance standards were maintained.
Unit Manager- Real Estate-Non-Real Estate Sales
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
- Led and managed a high-performing sales team in both real estate and non-real estate sectors, driving strategic initiatives to exceed sales targets and enhance customer satisfaction at HFC Beneficial, a Division of HSBC.
Underwriter -HELOC, Real Estate-Non-Real Estate Sales
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
- Evaluated and approved Home Equity Line of Credit (HELOC) applications by analyzing financial statements, credit reports, and property appraisals to ensure compliance with company and regulatory standards.
Manager- Collections/Loss Mitigation
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
- Led a team in the strategic management of collections and loss mitigation processes, successfully reducing delinquency rates and minimizing financial losses through effective negotiation and implementation of repayment plans at HFC Beneficial, a Division of HSBC.
Collections Senior Specialist, STEP (Striving to Excel Program)
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
- Led efforts in the Striving to Excel Program (STEP) at HFC Beneficial, a Division of HSBC, by managing complex collections cases, implementing strategic recovery solutions, and enhancing customer service protocols to improve collection rates and client satisfaction.
Education
B.S.B.A. - Business Administration and Management
Indiana Institute of Technology
Skills
- Strong Written/Verbal Communication Skills
- Process Improvement/Project Management
- Leadership
- Client/Vendor Relationships
- Performance Management
- Planning/Organizing
- Employee Training and Development
- Strategic Thinker
- Risk assessment
- Control testing
- Regulatory compliance
- Internal controls
- Issues management
Timeline
Senior, Internal Auditor
Cenlar FSB
09.2022 - Current
Senior, Internal Auditor
Freedom Mortgage
04.2021 - 08.2022
Assistant Vice President-Operations Support
Mr. Cooper
05.2020 - 03.2021
Assistant Vice President-Collections/Cs
Mr. Cooper
09.2019 - 04.2020
Foreclosure Manager-Attorney Oversight/Qc
Mr. Cooper
07.2014 - 08.2019
QC Auditor/Attorney Liaison
Aurora Bank FSB
07.2011 - 06.2014
Foreclosure Prevention Manager
Aurora Bank FSB
11.2007 - 06.2011
Unit Manager- Real Estate-Non-Real Estate Sales
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
Underwriter -HELOC, Real Estate-Non-Real Estate Sales
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
Manager- Collections/Loss Mitigation
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
Collections Senior Specialist, STEP (Striving to Excel Program)
HFC Beneficial, a Division of HSBC
06.2002 - 10.2007
B.S.B.A. - Business Administration and Management
Indiana Institute of Technology