JACQUES KETCHENS
Rowland Heights,CA
Summary
Detail-oriented and organized individual, who exemplifies professionalism. Demonstrated history of successful client interaction and project management while facilitating innovative and efficient solutions to client issues. An operational leader with adept and flexible management style ranging from individual contributor to small, narrowly focused groups, to large diverse organizations.
Overview
19
19
years of professional experience
Work History
Sr. Processor
American Financial Network
03.2021 - Current
- Manage monthly 12 - 25 loan pipeline for VA, Conventional, Non-QM, FHA, Jumbo, and DPA Purchase and Refinance applicants
- Front-End and Back-End Processor for real estate loan applicants.
- Direct communication via email, text, phone with loan officer & borrower to collect items needed for underwriting.
- Set up file and generate initial disclosures for borrower signature.
- Lock Rate & balance file for final disclosures.
- Order Appraisals, Condo Certs, property records, credit reports.
- Balance file and Redisclose within 3days of Change of Circumstance
- Ensure PTD’s, PTF’s, and PTP conditions cleared/waived through post-closing.
- Coordinate Closings with borrower.
- Provide Daily report to loan officers and borrowers on file progress / needs.
- Provide support to loan officers on challenges with files STC or having difficulty meeting qualifying limits.
- Ensure Loan meets and passes Compliance prior to Docs.
- Ensure file is balanced prior to doc order release.
- Use of Encompass software to manage files.
- Follow up on outstanding items needed from Borrower, Escrow, Builder, Servicer etc.
Sr. Processor
Loan Depot
Lake Forest , CA
11.2020 - 01.2021
- Responsible for managing mortgage loan pipeline for purchase and refinance loan applicants
- Direct communication with borrowers to explain loan process and collect items for needed for underwriting
- Balance file for disclosures and coordinated with escrow for closing
- Communicate with underwriter & escrow for and gather what is needed to obtain CTC
- Back-end processor
- Verify & review items received from escrow, LO, and borrower to ensure items received are sufficient to clear conditions
- Disclose / Redisclose when changes are made to fees, rates, terms, MIP, program, or loan amount
- Follow up on items previously requested to ensure file will close on schedule.
Sr. Processor
LENDERFI Inc
04.2019 - 01.2021
- Provide support to loan officer, borrower, and underwriting team by ensuring timely, judicious, and accurate processing of mortgage loans.
- Review loan applications for completeness and accuracy including credit, income, assets, and disclosures.
- Submit full loan packages to underwriting to clear underwriting conditions for Clear to Close.
- Responsible for calculating & adjusting loan amounts to balance file with escrow to ensure funding accuracy for Closing.
- Manage 35 - 75 file pipeline while acquiring conditions from borrower & vendors.
- Maintain clear communication on file status to borrower, loan officer, and management.
- Update files to qualify to fit loan program guidelines.
- Provide MLO and clients updates via email and by phone to provide status or collect items needed for underwriting
- Front and Back-End processor on residential purchase and refinance applications.
- Conventional, DPA, Non-QM, VA, Streamline
Manager
GREEN DOT CORPORATION
09.2019 - 04.2020
- Responsible for monitoring and managing the service level, funding research, vendor invoice & credit audits while serving as the point of contact for escalation resolution
- Prioritize and process research requests & exceptions from CEO, VP, senior VP, and related request past service level agreements
- Serve as the final point of contact for CEO escalations
- Create and implement new operations guidelines to achieve streamlined operations
- Efficiently perform all job functions at a highly successful level
- Provide full analysis reporting to the Federal Trade Commission to assist in investigations.
Fraud Analyst
BANK OF AMERICA
10.2017 - 08.2019
- Reviewed account transactions to identify fraudulent activity and interacted with clients who have been victimized by fraudsters to communicate recovery solutions successfully
- Worked directly with suspected fraudsters and implemented guidelines to follow in either clearing or flagging the account as fraud and with other lines of business for zero-liability solutions for clients who have been victimized by fraud
- Adeptly ensured that all transactions are AML compliant, identified AML violations and wrote detailed reports for security and management teams
- Effectively prepared monthly management report that illustrated accounts identified and actions taken
- Successfully achieved all goals without violating any state or federal regulatory & compliance guidelines, with daily review of
Call Center Manager
VERIZON WIRELESS
02.2002 - 10.2015
- Responsible for supervising the financial service team with over 15 agents to facilitate leading results in the call center department and working with the leaders to develop guidelines and trainings to ensure employees are not violating any legal or regulatory laws
- Monitored and scored calls to ensure agents are following service guidelines and within compliance of area operations
- Led national calibration calls with the managers of the business to ensure scoring aligns for every team
- Established cross functional strategies geared to increase revenue and overall customer satisfaction
- Extracted and produced reports that illustrated behavioral trends, created solutions for calls monitored daily, and communicated suggested remedies to the address areas of opportunity for the business
- Produced reporting scorecards for calls monitored and provided biweekly KPI reports
- Prepared, reviewed, and completed action plans to help operations achieve desired company goals
- Performed monthly system audits and analysis to ensure accuracy of quality assurance reporting
- Forecasted industry trends through call monitoring and reporting
- Monitored, trained, and coached the employees on opportunities through quality assurance guidelines and business needs
- Application of policy changes.
Education
Master of Real Estate Development - Real Estate
Allied Business Schools
Laguna Hills, CA03.2019
High School Diploma -
Jordan High School
Long Beach, CA06.1999
Skills
- Microsoft Office
- Adobe Acrobat
- Encompass
- Communication
- Interpersonal
- Project Planning & Development
- Analytical
- Time Management
- File Structuring
- Real Estate Sales
- Customer Service
- Problem Solving
- De-escalating
- Research & Data Analysis
- CA Department of Real Estate Salesperson License
Timeline
Sr. Processor
American Financial Network
03.2021 - Current
Sr. Processor
Loan Depot
11.2020 - 01.2021
Manager
GREEN DOT CORPORATION
09.2019 - 04.2020
Sr. Processor
LENDERFI Inc
04.2019 - 01.2021
Fraud Analyst
BANK OF AMERICA
10.2017 - 08.2019
Call Center Manager
VERIZON WIRELESS
02.2002 - 10.2015
Master of Real Estate Development - Real Estate
Allied Business Schools
High School Diploma -
Jordan High School
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