Jermaine Martin

• Review, analyze, and ensure timely settlement of investor and mortgage insurance claims and manage aging claims to determine status and bring to closure.
• Document and maintain all systems necessary for proper claim handling and follow-up.
• Research issues and obtain proper supporting documentation in a timely manner as requested by investor or mortgage insurance company.
• Regular communication with internal business units, as well as external contacts, to seek resolution on items that may delay timely claim filing.
• Complete timely audits of all assigned claims to ensure all requirements have been met and claim process can be validated.
• Remain up to date on HUD and FNMA guidelines and accurately convey information during claim filing.
• Demonstrate business professional behavior and teamwork, maintain punctuality, and adherence to department and company policies and procedures.

Conduct independent quality assurance reviews of AML investigations, including transaction monitoring alerts, KYC/CDD/EDD files, and SAR filings.

Evaluate investigator decisioning for accuracy, completeness, regulatory compliance, and alignment with internal AML policies and procedures.

• Track, analyze, and report QA results, error rates, and emerging risks to senior leadership.
• Partner with AML Operations, Compliance, and Risk teams to support remediation efforts and process enhancements.Contribute to the development and enhancement of QA methodologies, sampling strategies, and testing frameworks.

• Prepared and analyzed the customer application assuring complete documents were included.
• Analyze the loan package carefully to determine if borrower is approved or denied.
• Processed checks, process mail, direct document collection, in lien release (inbound/outbound), research and audit HUD 1 loans.
• Conducted regular audits of operational procedures, recommending adjustments as needed for optimal efficiency.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

• Analyzed information gathered by investigation and report findings and recommendations.
• Investigated and assessed damage to property. Solved problems based off of decisions by communicating effectively with the customer verbally and in writing.
• Documented claim files with accurate and clear timely information that reflect any payments that were made. Communicated oral and written information to the insured as well as others involved about the claim.
• Conducted a fair and thorough investigation to determine the extent of property losses.
• Reviewed financial statements to adjust business interruption losses.