Michelle Goodhew
Covington,KY
Summary
Experienced with managing mortgage vendor relationships to ensure seamless operations and service delivery. Utilizes problem solving skills to secure favorable outcome. Track record of maintaining effective communication and collaboration with multiple vendors.
Overview
28
28
years of professional experience
Work History
Direct Lending Vendor
US Bank
04.2016 - 02.2025
- Vendor Processing Document Control
- Reviewed the Deed of Trust Document for completeness, accuracy, and correct state-required format.
- Uploaded the customer provided documents (w2, bank statements, etc.) to our proprietary software ensuring correct labeling and naming.
- Worked closely with appraisal companies to ensure correct procedures and accurate valuations.
- This position helped achieve major savings and efficiency improvements in the corporate level transformation of digitizing all mortgage loan documents.
- Ability to work independently with minimal supervision
Vice President of Document Control
Citibank
11.2012 - 04.2014
- This position performs a variety of complex clerical and research duties to prepare foreclosure documents for delivery to an independent audit firm.
- Conduct research and fee reconciliation of foreclosure documents.
- Verify accuracy of all legal documents.
- Gather and prepare legal documents for delivery to an independent accounting firm.
- Ensure documents are organized and copied correctly.
- Validate all required documents are received from attorneys.
- Ability to work independently with minimal supervision.
Pre-Litigation Specialist
Citibank
11.2010 - 11.2012
- Negotiated with customers to settle delinquent accounts prior to charge off or referral for legal action.
- Analyzed criteria for making final determinations regarding customer accounts.
- Utilized advanced search techniques such as Lexus/Nexus to gather financial information on customers to help determine their qualifications for settlement.
Credit Loss Prevention
US Bank
11.2009 - 11.2010
- Handled a portfolio of accounts to counsel and assist card members avoid charge off or legal action.
- Recommended card members to appropriate consumer credit counseling agencies.
- Worked with the consumer credit counseling agencies and the clients to achieve a resolution that was acceptable to both the client and the bank.
Retail Banking Specialist
US Bank
04.2009 - 11.2009
- Assisted customers by researching credit and personal line of credit account histories.
- Worked with customers on resolving open delinquent accounts to avoid accounts being closed or charged off.
- Worked with customers on finding appropriate programs to help resolve financial difficulties.
Account Fraud Investigator
US Bank
09.2007 - 04.2009
- Work with card members to investigate possible fraudulent activity on their accounts.
- Provided affidavits and assistance to card holders to help them prove fraudulent activity.
- Worked with appropriate law enforcement officials in various jurisdictions to help find and prosecute fraudulent charge activities.
Collections Representative
Citibank
06.1997 - 09.2007
- Assisted card holders in resolving customer service problems on their credit card accounts.
- Helped card members resolve issues that led to credit delinquencies.
- Counseled card members on the effect of late payments to their credit history.
Education
General Studies
Northern Kentucky University
08.2025
High School Diploma - Business
Campbell County High School
06.1979
Skills
- Problem-solving expertise
- Vendor assessment
- Relationship management
- Effective business planning
- Results-focused
- Team Player
Accomplishments
- Documented and resolved Heloc loan issues which led to reduce the time of closing.
Timeline
Direct Lending Vendor
US Bank
04.2016 - 02.2025
Vice President of Document Control
Citibank
11.2012 - 04.2014
Pre-Litigation Specialist
Citibank
11.2010 - 11.2012
Credit Loss Prevention
US Bank
11.2009 - 11.2010
Retail Banking Specialist
US Bank
04.2009 - 11.2009
Account Fraud Investigator
US Bank
09.2007 - 04.2009
Collections Representative
Citibank
06.1997 - 09.2007
High School Diploma - Business
Campbell County High School
General Studies
Northern Kentucky University
Awards
Silver Shield Award, Barbara McIntosh, Received for problem solving and teamwork, helped set up Document Control to store customers documents for Heloc loans, tested system to ensure the program was uploading documents correctly.
Shield Award
I was recognized for helping setting up the process of uploading customer's documents for heloc loans. Ensuring the documents was labeled correctly, which helped underwriters find the documents quickly.
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