SHERI GRAHAM
Phoenix,AZ
Summary
A well-balanced, self-motivated professional with years of extensive experience in Mortgage and Credit Card Underwriting Services, Contact Center, Government Credit Processing, and Customer Relations.
Overview
17
17
years of professional experience
Work History
Processing Specialist
Recruitful
01.2023 - 09.2023
- Process Government Credit Applications for Small and Medium Size Businesses
- Review client Tax Forms (Form 941's), Profit and Loss Statements, Payroll, Healthcare Statements, and PPP Loan Documents for accuracy to ensure client met the guidelines for the Employee Retention Credit offered by the IRS
- Manage a large pipeline effectively to includes email, phone, and text conversations with clients
- Accurately and Efficiently Review each application for business validity and process the application until completion
- Answering incoming phone calls from prospective clients and answer in depth questions about this program and their possible qualification
Senior Mortgage Underwriter IV
LoanDepot Wholesale
10.2019 - 06.2022
- Build and maintain professional relationships with Brokers and their clients
- Maintain a working knowledge of FNMA, FHLMC, and MI guidelines for Conventional and JUMBO mortgages loans
- Ability to review complex Credit, Income, Appraisal and Assets documents to ensure guidelines are met
- Accurately assess creditworthiness, RISK, and review for fraudulent activity throughout the entirety of the loan process
- Efficiently condition a loan for needed supporting documentation through Initial Reviews, returning condition reviews, and ultimately Final review of the loan
- Successfully pass and acknowledge growth opportunities through the internal AUDIT process of all loans individually worked.
Assistant Vice President/Corporate Mortgage Underwriter
BANK OF AMERICA
01.2016 - 10.2019
- Ability to review High Net worth portfolios and loans
- Knowledge of FNMA, FHLMC, and MI guidelines
- Maintain a thorough understanding of credit and an ability to review complex financial documents
- Assess individual's creditworthiness while adhering to all regulatory and compliance requirements
- Complete loan analysis is an efficient manner to include: Loan Application, Debt, Assets, Income documents
- Collateral and Appraisal reviews
- Strong ability to assess RISK and review for any fraudulent activity
- Properly conditioned loan for supporting documentation
- Strong attention to SLA requirements.
Escalation Unit Relationship Underwriting / Credit Analyst III/ Customer Experience Team
BANK OF AMERICA
09.2013 - 01.2016
- Handled Escalated calls and work complaint cases for all of Credit and Underwriting
- Work the VOC(Voice of the customer surveys), to identify opportunities for growth and change for the clientexperience through detailed tracking, analysis, and implementation of solutions
- Assess and fulfill compliance components, such as AML, CIP, FACT ACT regulation, and any additional underwritingconcerns
- Support several Project Work and Remediation Teams for the Escalation Unit, Including identifying trends withinthe customer complaint tool to drive change
- Work closely with Leaders to identify trends and action plans for all of Credit and Special projects assigned to the
- Escalation Unit
- Mentoring of new Escalation Unit analysts through tracking and creating new education materials
- Proficient in Word, Power Point, Excel, BOSS, Interact, Lexis Nexis, Filenet, ASR, CLMS, Credit DS, ICDP, Commit
- NICE, and One Note
- Asset team for Client Strategy and Solutions
Credit Acquisition/ Senior Analyst II
BANK OF AMERICA
06.2012 - 09.2013
- Strong judgmental lending skills, excellent balance between quality, efficiency, and Risk Management
- Ability to multi-task, transitioning between multiple functions at once
- Attention to detail with procedural and regulatory policies
- Ability to deliver a difficult message with customers while maintaining relationships and offering solutions
- Recognizing through actively listening the needs and solutions that best fit the customer
Customer Marketing / Sales Associate and OJT coach
BANK OF AMERICA
04.2011 - 06.2012
- Deliver Weekly education for new associates during the OJT process
- Provide appropriate solutions to customer, i.e
- Balance transfers, cross sales etc
- Attention to detail in a fast paced environment
- Meet sales and performance goals on a daily basis
- Provided “on the job” training including call listening and feedback for new associates
- Service cardholders credit requests
Customer Service/ Licensed Insurance Agent and Mentor
GEICO
05.2007 - 01.2011
- Accurately assist policyholders with their Auto and Homeowners policies
- Ensure adequate protection for all policyholders based on analysis of their specific needs
- Collect on past due balances owed by policyholders
- Ability to deliver a difficult message with customers while maintaining professionalism and respect for thepolicyholder
- Train and Mentor new associates
Loan Officer
FREEDOM FINANCIAL MORTGAGE
10.2006 - 05.2007
- Consistently networked to Realtors, Credit Unions, Builders, and the general public to originate home loans
- Maintain knowledge of underwriting guidelines to properly price and place each customer in to the most beneficialproduct to meet the customer's needs
- Follow mortgage loans in its entirety to ensure prompt closing/ funding
- Worked with underwriter to review all documents needed to complete each loan for accuracy and identify any gapsthat may result in the loan being declined or withdrew
Education
High School Diploma -
Citrus High School
Fontana06.1993
Skills
- Strong Oral and Written Communication Skills
- Ability to work in a fast-paced, high volume environment, all while practicing sound judgment
- Manual Underwriting and NON- QM Experience
- Outstanding customer service skills
- High Net worth client experience
- Complex Document Review
- Critical Thinking
- Status Updates
- Debt-To-Income Ratios
- Appraisal Reviews
- Desktop Underwriter
- Mathematical Computation
- Loan Product Knowledge
- Problem-Solving Expertise
- Debt Determination
- Loan Restructuring
- Eligibility Requirements
- Variance and Risk Analysis
Timeline
Processing Specialist
Recruitful
01.2023 - 09.2023
Senior Mortgage Underwriter IV
LoanDepot Wholesale
10.2019 - 06.2022
Assistant Vice President/Corporate Mortgage Underwriter
BANK OF AMERICA
01.2016 - 10.2019
Escalation Unit Relationship Underwriting / Credit Analyst III/ Customer Experience Team
BANK OF AMERICA
09.2013 - 01.2016
Credit Acquisition/ Senior Analyst II
BANK OF AMERICA
06.2012 - 09.2013
Customer Marketing / Sales Associate and OJT coach
BANK OF AMERICA
04.2011 - 06.2012
Customer Service/ Licensed Insurance Agent and Mentor
GEICO
05.2007 - 01.2011
Loan Officer
FREEDOM FINANCIAL MORTGAGE
10.2006 - 05.2007
High School Diploma -
Citrus High School
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