Nicole Epps
Glassboro,NJ
Summary
Passionate Client Services and Quality Assurance Analyst with over 20 years' experience in client/product support, mortgage processing, data analysis, customer advocacy and large-scale lender support in sales, financing, customer service, training, and management. Proven record of accomplishment of accurately handing time sensitive and critical business incidents to ensure optimal uptime and client/lender relationships.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
U.S. Small Business Administration
Fort Worth, TX
01.2023 - Current
- Responsible for mitigating risk by identifying errors throughout the End-to-End cycle of loan transactions
- This includes data input, data transformation, and final reporting
- Provide special case handling for fraudulent diversion loans, Identity theft files, Fraud files, Bankruptcy and Assumption files
- Processed the Confirmed Identity Theft Charge-Off Portfolio and updated/supported the Legal Department on file progress and status
- Continuously improving quality of loan processes by preventing, quickly detecting, and validating product and process defects, to deliver market and customer driven business results
- Works with an integrated team and management for test planning, test automation and execution, and loan process validation
- Provided Operations and Liquidation support to legal
- Provided file, financial, compliance, debt organization, legal change, fraud and hold reviews
- Supports various silo teams including training and development and onboarding, while performing training gap analysis and conducting quality assessments to ensure performance and policy adherence by all loan specialists as a Subject Matter Expert
Senior Mortgage Processor
Intercontinental Capital Group
Melville, NY
09.2021 - 01.2022
- Responsible for guiding customers through the home financing event from loan registration through closing for major credit union based in Chicago
- Strong knowledge of underwriting guidelines, Fannie Mae and Freddie Mac guidelines, products and programs to accurately interpret income documents, credit reports and asset information
- Proficient in Encompass and processing FHA/VA/CONV loans
Senior Loan Processor
American Financing Corporation
Remote
07.2020 - 09.2021
- Responsible for pre-approval (scenario), income calculation, processing to closing all Conventional, FHA and VA refinance transactions
- Set appropriate customer expectations to meet turnaround times upon receipt of the application package and trailing documents while managing a pipeline of up to 120 loans and consistently closing an average of 33+ loans per month
- Strong knowledge of underwriting guidelines, Fannie Mae and Freddie Mac guidelines, products and programs to accurately interpret income documents, credit reports and assets
Senior Mortgage Processor
Computershare/Formally Lender Live
Jacksonville, FL
01.2019 - 06.2020
- Responsible for guiding customers through the home financing event from loan registration through closing for major credit union based in Chicago and worldwide with (Alliant Credit Union, Ally Bank, Popular Bank)
- Strong knowledge of underwriting guidelines, Fannie Mae and Freddie Mac guidelines, products and programs to accurately interpret income documents, credit reports and assets
- Set appropriate customer expectations to meet turnaround times upon receipt of the application package and trailing documents while managing a pipeline between 30 to 70 loan files
- Maintain awareness of all policies, procedures, and regulations in an ever-changing lending environment
SONYMA/CRR Loan Processor
HSBC
Jacksonville, FL
05.2017 - 01.2019
- Processed Bond and Down payment assistance purchases in the state of New York for HSBC Bank
- Worked with major MI company to acquire SONYMA approvals
- Transitioned to another department in the midst of a major company merge
Senior Loan Processor/Mortgage Originator
PHH Mortgage(Merrill Lynch Home Loans)
Jacksonville, FL
04.2013 - 05.2017
- Specializing in processing mortgages for multiple companies including Merrill Lynch Home Loans, HSBC, PHH portfolio clients, Century 21, Coldwell Banker Mortgage, ERA and other Real Estate Brand lenders
- Pre-underwrite files and prepare them for submission to our investors, as well as analyze credit, income and assets
Training and Development Supervisor /Administrator
Precise Communication
Remote
01.2012 - 08.2014
- Implemented training, development and supervision of Client representatives to transition them into their position of working independently for a Privately owned contract company from home
- Provided coaching to ensure Quality of calls for several companies
- Assisted in the Administration and Progression of the company
Education
BS -
Psychology
Skills
- Loan Officer Experience
- Credit Analysis
- Communication skills
- Escrow
- Loan Origination
- Data collection
- Underwriting
- Fair Housing Regulations
- Training and Development
- Quality assurance
- Sales
- Lean Six Sigma
Certification
- SQL Certification, 08/01/22, Present
- Florida Real Estate License, 06/01/22, Present
- Lean Six Sigma Yellow Belt, 05/01/15, Present
- NMLS, 04/01/15, Inactive
Additional Information
Strong communication skills, both written and verbal, and excellent interpersonal skills facilitating great client relationship.
Timeline
Quality Assurance Analyst
U.S. Small Business Administration
01.2023 - Current
Senior Mortgage Processor
Intercontinental Capital Group
09.2021 - 01.2022
Senior Loan Processor
American Financing Corporation
07.2020 - 09.2021
Senior Mortgage Processor
Computershare/Formally Lender Live
01.2019 - 06.2020
SONYMA/CRR Loan Processor
HSBC
05.2017 - 01.2019
Senior Loan Processor/Mortgage Originator
PHH Mortgage(Merrill Lynch Home Loans)
04.2013 - 05.2017
Training and Development Supervisor /Administrator
Precise Communication
01.2012 - 08.2014
BS -
Psychology
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