Rose Nguy
SAN ANTONIO,Texas
Summary
Dependable, and detail-oriented professional candidate with 15+ years of experience in the financial mortgage industry, top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Research Analyst
Wells Fargo & Company
03.2003 - 08.2022
- Provide daily foreclosure status updates on 150+ default loans to varieties of investors, like Fannie Mae, Bank of America, and Freddie Mac, to address any servicing issues, foreclosure delays, litigations, or probate concerns
- Daily review of 50+ default loans to assist Foreclosure Attorneys, in multiple states, resolving probate, litigations, foreclosure delays, and validity of foreclosure sales, postponements, and unpaid invoices
- Monthly perform mortgage compliance and risk reviews for 20+ defaulted loans and other related duties as assigned by Foreclosure Compliance Manager
- Yearly and monthly participates ongoing education program of 50+classes to stay abreast of changes in federal guidelines, like TILA, RESPA, FCRA, and ECOA, and other mortgage-related compliance regulations and how regulations impact mortgage loans, processes, systems, and internal controls
- Participate in quarterly customer service training for internal teams to share knowledge and experience and improve company's overall quality of customer service
- Quarterly, train new and less experienced 10+ team members to identify root causes of process errors and take proper course of action to cure or remediate emerging risk or compliance issues, litigation, and other escalated issues
- Monitored transactions and customer behavior to identify signs of fraud
- Skilled at working independently and collaboratively in team environment
- Proven ability to learn quickly and adapt to new situations
- Established and managed relationships with external data providers and research vendors
- Developed and maintained research partnerships to expand knowledge and access to information
- Implemented quality control protocols to enhance accuracy of data and research results
OPERATIONAL RISK MANAGEMENT
Wells Fargo
03.2003 - 04.2011
- Monthly reviews of 2500+ mortgage files to ensure their processes and procedures provide systems of checks and balances to prevent errors within organization's business activities, roles, and responsibilities to minimize loss to company as well as align with applicable federal (FNMA, FHLMC, VA) and state regulatory covenants or servicing guidelines
- Led Quality teams and initiatives to improve overall performance of escrow operational and product teams that resulted in 30% productivity improvement in first 6 months of execution
- Participates in semi-annual risk testing of 150+ mortgage loans to identify control deficiencies and discusses with upper management teams to understand and initiate control improvement recommendations for assigned department processes
- Yearly and monthly participates in continuing education program of 50+classes to stay abreast of changes in RESPA, FCRA, FEMA, and ECOA, and other mortgage-related compliance regulations and how it impacts mortgage loans, processes, systems, and internal controls
- Yearly review of 10+ policies and procedures to ensure and meet operational quality assurance goals and compliance with all federal, state, and local laws and regulations
- Oversee and monitors 10+ employees within loan service audit to ensure their daily work and processes are compliant according to company guidelines
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Developed strong organizational and communication skills through coursework and volunteer activities
- Worked flexible hours across night, weekend and holiday shifts
- Demonstrated high level of initiative and creativity while tackling difficult tasks
Education
Bachelor of Arts - Early Childhood Education
Ashford University
Clinton, IA08.2010
Skills
- Strong Analytical Skills
- Customer Service
- Microsoft SharePoint
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Access
- Information Confidentiality
- Research and Data Management
- Critical Thinking
Languages
Vietnamese
Native or Bilingual
Spanish
Limited Working
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Opportunities Don't happen.You create them.
Chris Grosser
Timeline
Research Analyst
Wells Fargo & Company
03.2003 - 08.2022
OPERATIONAL RISK MANAGEMENT
Wells Fargo
03.2003 - 04.2011
Bachelor of Arts - Early Childhood Education
Ashford University
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