Shontia Johnson
Jacksonville,USA
Summary
Strong qualifications in performing extensive background in banking and mortgage risk analysis, life-cycle monitoring, data analysis and customer service. Strong mortgage skills with advanced conceptual knowledge and understanding in mortgage servicing standards. A self-motivated, team oriented professional with excellent communication skills and eagerness to learn and grow in the mortgage industry.
Overview
20
20
years of professional experience
Work History
Commercial Card Customer Service Analyst Part-Time
Citi Bank
09.2018 - Current
- Managed client inquiries, ensuring proper investigation and timely resolution complaint with departmental standards
- Develop and maintain client portfolio through regulars calls and face to face interaction, as needed
- Provide client s with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service related to self-service tools
- Maintained knowledge of new market and regulatory requirements affecting client portfolio/base
- Fulfilled the clients’ necessities while providing an exceptional client experience
- Assisted clients with lower-level help desk issues
Senior Implementation Coordinator
AppleOne
04.2023 - 07.2024
- Spearhead the enhancement of processes and tools, contributing valuable feedback and innovative ideas for seamless change implementation
- Develop comprehensive communication and training plans to facilitate smooth transitions during project implementations
- Proactively identify and monitor the resolution of complex issues, ensuring swift escalation when necessary to maintain project momentum
- Identify and advocate for best practices, recommending innovative workflows and procedures to optimize project efficiency
- Execute a range of tasks, from administrative to operational, providing crucial support to project teams and ensuring meticulous attention to detail
- Play a pivotal role in determining implementation strategy, providing maintenance support, and contributing valuable insights to project managers and teams
- Conduct in-depth data analysis, product mapping, and client interviews to assess data requirements for software utilization, ensuring a tailored approach
- Leverage subject matter expertise to interpret procedures for the team, fostering a collaborative and informed work environment
- Interact seamlessly with team members, peers, management, and technology stakeholders to implement strategies effectively
- Conduct thorough research on clients' current usage of the Commercial Card Expense Reporting service, defining program design within WellsOne Expense Manager
- Engage with clients throughout the project lifecycle, from kickoff to ongoing meetings, to review and define program setup requirements
- Lead clients through walkthroughs of their individual program setups within WellsOne Expense Manager, facilitating comprehensive client training
- Provide unwavering support to clients during the launch of their program within WellsOne Expense Manager, ensuring alignment with client requirements
- Deliver impactful client cycle end training, ensuring a smooth transition and ongoing success in utilizing WellsOne Expense Manager
Operation Specialist III
Axelon Services Corporation
02.2023 - 04.2024
- As part of the Registration & Licensing (R&L) team responsible for providing securities registration, mortgage licensing and state insurance licensing support to Front Line Units (FLU) and their associates
- The Registration & Licensing Team supports State Departments of Insurance, Client, NFA and OCC regulatory filings, monitoring and testing activities, and also responsible for responding to inquiries from the FLU and regulators
- Initiated amend and terminated entity and branch registrations and licensing; and ensured timely and accurate responses to inquiries; meeting team productivity standards; identifying and participating in process improvements and regulatory change projects; working with lines of business, external partners and regulators on special projects; and developing and maintaining department desk procedures
- Handled difficult conversations with internal clients, business partners, and regulators
- Multitasked and completed high volume of transaction within specific deadlines or tight deadlines
- Analyzed documents for accuracy and risk; mitigate and/or escalated where appropriate
- Performed all job functions with little direction
Foreclosure Specialist II
Selene Finance, LP
01.2022 - 11.2022
- Managed foreclosure timelines to ensure compliance with investor, insurer and regulatory guidelines
- Completed quality control of bidding instruction process
- Order and monitored appraisals for completions of bidding instructions
- Maintained caseload and ensured all applicable systems were updated accurately and timely
- Worked all task, processes, events, issues, re-projections and holds within the required timeframes
- Communicated with assigned attorney and/or trustees via intercom regarding pending delays and inquiries
- Completed thorough review on documentation received from attorney’s office prior to final judgement, calculated all judgement figures to ensure fees and cost aligned with state and investor guidelines
- Monitored upcoming sales to ensure all requirements were met
- Notarized documents as needed, for final execution
GSE Retention Underwriter (Contract/Remote)
US Bank
03.2021 - 01.2022
- Review and analyze all income documentation for post COVID/retention GSE mortgage loans
- Calculate income to determine the best workout options and/or solutions, depending on the borrower intentions
- Reviewed and updated information in Loan IQ for both residential and commercial accounts
- Evaluating all corporate advances to ensure its within the state allowable amounts
- Detail notations on all mortgagor’s loan that clearly documents loan status, income calculations and reason for approval or denial
- Review for current bankruptcy, foreclosure sale date, any additional fees/costs and pull SCRA when necessary
- Monitor assigned loans to ensure payment compliance and evaluate final term sheet to make sure all delinquent payments, interest and fees were included in final workout
- Submit non-delegated loans to investor for final approvals
- Auditing and completing peer review on file for quality, prior to submitting for investor approval
Credit Analyst
Republic Services
04.2019 - 02.2021
- Received and reviewed information from credit reports and contacts various credit sources to ensure credit packages or customer credit applications were complete
- Assessed the risk of offering credit to new and existing customers for multiple divisions, business units and area
- Approved temporary and permanent credit limits
- Made recommendations to management team for non-standard situations in which request exceeded authority to approve
- Accepted payment on certain accounts as appropriate and resolved most questions and problems, referring only the most complex to higher levels
- Performed research to identify misapplied payments and resolved basic and moderately complex issues
- Retrieved and reviewed billing system reports to identify delinquent accounts
- Prepared and provided reports reflecting status of credit and collection activity
Lead Relationship Manager
Select Portfolio Servicing
06.2013 - 10.2018
- Reviewed residential loans in default or in imminent danger to determine the most economically alternative to foreclose
- Negotiated appropriate workout strategy with realtors and mortgagors on subject properties to find the best solution to avoid foreclosure while decreasing losses
- Calculated Net Present Value and Debt to Income to quality borrower for the best workout to fit their financial situation
- Completed workout evaluation to identify collateral issues that impairs the company
- Resolved and followed up with inquiries from borrowers and authorized third parties
- Coordinated with closing process with attorneys, title companies and government clerks
Mortgage QA Analyst II (Contract)
Wells Fargo Home Mortgage
10.2011 - 11.2012
- Reviewed employment documentation and re-calculated income documentation for completeness and accuracy per guideline requirements
- Reviewed and analyze borrower’s mortgage applications, credit reports and related documents
- Reviewed state and federal disclosures for compliance
- Analyzed individual loan files and determine compliance with applicable lender guidelines
- Performed in-depth research to document critical credit documentation is accurate (real estate purchase contracts income, employment, occupancy, credit, assets, valuation, contract, HUD-1 and interested party involvement)
Pre-Sale Foreclosure Specialist (Contract)
Bank of America
09.2010 - 08.2011
- Managed pre-sale foreclosure process on prime and subprime loans for FHA, VA, and conventional loans
- Ensured that investor, insurers, government agency, and Bank of America guidelines were met
- Maintained high level of quality service with internal/external customers
- Managed a full portfolio of time sensitive loans
- Notified foreclosure attorney of bankruptcy filing via intercom
- Ensured that dates and documentation required by the attorney were provided in a timely manner
- All exceptions were addressed in a timely manner to avoid delays in foreclosure process
- Calculation and provided figures related to foreclosure sale bids and judgments
- Exam and process mortgagors’ funds in accordance with state investor, government agencies, and external vendor guidelines
Loan Doc Specialist I (Contract)
Wells Fargo Home Mortgage
02.2009 - 09.2010
- Received and assigned all incoming conventional and government loans
- Completed thorough file reviews to ensure all documentation were properly executed and in accordance with lending laws and program guidelines
- Provided follow-up regarding loan conditions while utilizing extensive reversal procedures to validate qualifying information
- Reconciled loan discrepancies and request necessary documentation prior to being sold to investors
- Processed withdrawal/cancellation requests
- Supported fulfillment site with operations and loss mitigation
Document Research Analyst II (Contract)
JP Morgan Chase
10.2007 - 02.2009
- Audited electronic and mail in loan submissions using internal delivery systems
- Performed evaluation on indexed loan documentation as well as the necessary research for loans to proceed to the funding/closing levels
- Managed the lock expiration/re-lock reports to both secure appropriate processing times and maintain default
- Supported the entire Inventory Control Department in several main functions depending on the business need
- Reviewed loan documents for fraudulent activities
- Cross-trained and mastered all levels of loan delivery processes
Jr. Loan Coordinator/Underwriting Assistant
Watson Mortgage Corporation
07.2004 - 09.2007
- Assisted with loan origination and setup of loan assignments for FHA, VA and conventional mortgage loans
- Reviewed and surveyed all incoming loan applications for home qualifying standards
- Data entry and uploaded borrower information to underwriting systems: Calyx Point and Datatrac programs
- Ordered and reviewed the credit and closing packages consisting of appraisals, flood certifications, title insurances, homeowner’s insurance, FHA case numbers, verification of deposits, certificates of eligibility and employment histories
- Completed the compliance audits and reviewed desktop findings to ensure all loans were processed in accordance with company policies and procedures
Education
High School Diploma -
Cornerstone Christian School
Townsend, GASkills
- Microsoft Office Suite Applications
- Calyx Point
- Loanserv
- Loan IQ
- Vendorscape
- LPS Desktop
- Black Knight
- MSP
- Loan Sphere
- Back In The Black
- Encompass
- Lexis Nexis
- TSYS
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Reliability
- Organizational skills
- Effective communication
- Relationship building
- Quality control
- Professional demeanor
- Data management
- Process improvement
Timeline
Senior Implementation Coordinator
AppleOne
04.2023 - 07.2024
Operation Specialist III
Axelon Services Corporation
02.2023 - 04.2024
Foreclosure Specialist II
Selene Finance, LP
01.2022 - 11.2022
GSE Retention Underwriter (Contract/Remote)
US Bank
03.2021 - 01.2022
Credit Analyst
Republic Services
04.2019 - 02.2021
Commercial Card Customer Service Analyst Part-Time
Citi Bank
09.2018 - Current
Lead Relationship Manager
Select Portfolio Servicing
06.2013 - 10.2018
Mortgage QA Analyst II (Contract)
Wells Fargo Home Mortgage
10.2011 - 11.2012
Pre-Sale Foreclosure Specialist (Contract)
Bank of America
09.2010 - 08.2011
Loan Doc Specialist I (Contract)
Wells Fargo Home Mortgage
02.2009 - 09.2010
Document Research Analyst II (Contract)
JP Morgan Chase
10.2007 - 02.2009
Jr. Loan Coordinator/Underwriting Assistant
Watson Mortgage Corporation
07.2004 - 09.2007
High School Diploma -
Cornerstone Christian School
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