Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Starlett Sheffield

Birmingham,Alabama

Summary

Dynamic professional with extensive experience at the Housing Authority of the Birmingham District, excelling in compliance monitoring and critical thinking. Proven track record in managing complex housing programs and fostering strong client relationships. Adept at evaluating financing options and delivering exceptional customer service, ensuring regulatory adherence and operational excellence.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Special Programs Case Manager

Housing Authority of the Birmingham District
Birmingham, 35218
03.2023 - Current
  • Managed Vash (Veteran Affairs Supportive Housing), Hope IV, MIMR, Mainstream, FYI (Foster Youth Independence), EHV (Emergency Housing Voucher), and Homeownership.
  • Managed the onboarding of individuals and families onto the Housing Choice Voucher Program.
  • Conduct eligibility determinations, including income calculations, family composition reviews, and affordability assessments. Ensuring compliance with HUD and HABD regulations.
  • Managed the processing of annual and interim recertification's, determining eligibility for housing assistance, managing Housing Assistance Payments (HAP), and maintaining accurate and complete records for tenants and landlords.
  • Monitored and tracked landlord eligibility, tenant housing status, submitted underpayments and overpayments on behalf of tenants, landlords, and HABD.

REALTOR®

Exp Realty LLC
Birmingham, United States
11.2019 - Current
  • Coordinated appointments to show marketed properties.
  • Prepared purchase agreements and disclosures and used Transaction Desk to complete paperwork.
  • Developed and deployed marketing collateral to promote properties and drive sales.
  • Developed and maintained list of available properties suited to different needs and budgets for both commercial and industrial use.
  • Monitored territory and capitalized on potential sales opportunities by contacting owners and setting up meetings.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.

Mortgage Banker

Highland Mortgage
Hoover, AL
10.2021 - 09.2022
  • Formed positive and trustworthy relationships with clients as we explored financial options that best suited their needs.
  • Evaluated the loan and credit needs of clients, taking into consideration all aspects of their financial background in relation to policies and regulations.
  • Located, educated and pre-qualified customers for mortgages.
  • Produced and executed loan packages.
  • Networked with realtors and current clients to generate referrals.
  • Explained different types of loans pertaining to client situations.
  • Worked with processors and underwriters to fix application problems and resolve issues.
  • Provided optimal customer service on a daily basis.

Business Relationship Services Representative - Contractor

BBVA, Apex
Birmingham, Al
12.2019 - 03.2020
  • Participated in conversion of over 5k Treasury Management clients to new commercial banking platform.
  • Assisted in data validation during conversion of extremely detailed and sensitive client data to ensure it migrated correctly.
  • This consisted of all account numbers, all services, all users, all transaction limits and templates.
  • Able to resolve critical client issues escalated by management on case by case basis.
  • Extensive experience in various file formats to include ACH NACHA, CSV, and fixed record format.

BBVA, Staffmark
Birmingham, Al
11.2018 - 11.2019
  • Review and process levies and garnishments received in the department.
  • Resolve monetary and non-monetary errors.
  • Process debits and credits and maintain files associated with levy and garnishment request.
  • Assist branches with levy and garnishment questions.
  • Provide assistance with other departmental functions or special projects as needed.
  • Maintain procedures for area within parameters of audit compliance procedures, legal and regulatory criteria.
  • Process monetary transactions.
  • Resolve monetary and non-monetary errors.

ITreasury Client Service Technical Support

Regions Bank, Apex
Birmingham, Al
07.2017 - 05.2018
  • Processed a high volume of customer inquiries concerning Regions products and services resolved a targeted percentage of those inquiries.
  • Provided customer support by phone, email or instant message to business customers and internal associates.
  • Served as primary contact for inbound customer issues.
  • Escalated more technical product-related issues to proper Product Support department.
  • Provide support for password resets, balance inquiries, questions about forms, transaction input, positive pay, wires, quick deposit, ach payment, file uploads, etc.
  • Provide troubleshooting of customer problems, identified root cause of problem and used tools and resources appropriately to determine how to resolve customers' problems.
  • When unable to resolve problems in reasonable amount of time, escalated to appropriate resources.
  • Followed up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
  • Track and document inbound support requests and ensure proper notation of customer problems or issues.
  • Update customer information and ensure accurate entry of contact information.
  • Meet standards of job, such as quality standards, adherence to schedule and average handle time.
  • Provide guidance and/or mentoring to less experienced associates.

CFPB Regulatory Compliance Analyst II

FIS Global, Kavaliro Staffing
Orlando, Florida
01.2016 - 04.2016
  • Plan process improvements with focus on responsiveness to internal/external auditors, examiners and mortgage process controls and make appropriate recommendations.
  • Analyzed and collected all pertinent information needed to issue policy and responsible for rerating risk to meet proper company and federal guidelines, also recommended process improvements to prevent recurrence of compliance errors.
  • Recommend process improvements to prevent recurrence of compliance errors, make recommendations to improve systems by studying current practices.
  • Responsible for accurate review of documents ensuring appropriate course of action was taken, conducted investigative steps to fully identify issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions).
  • Solid working knowledge of various mortgage loan products (e.g.
  • Fixed rate mortgage, adjustable rate mortgage, home equity line of credit, reverse mortgages.
  • Solid working knowledge of key documentation associated with mortgage loans of all types (e.g., promissory note, deed of trust, assignment of deed of trust).
  • Audited loans to ensure loans were in compliance with CFPB Mortgage Servicing Rules and requirements related to RESPA/Regulation X, TILA/Regulation Z, Dodd-Frank Act/UDAAP, EFTA/Regulation E, ESIGN, ECOA/Regulation B, SCRA, RFPA, GLBA/Regulation P, FDCPA, FCRA/Regulation V.

Bankruptcy Research Remediation Analyst

Wells Fargo and Company
Birmingham, Alabama
05.2014 - 12.2015
  • Review loan cases that result in Cram-downs/Cram-ups, Motion for Relief, and/or Strips.
  • Record payments by entering them into ledger and/or accounting software.
  • Reconcile accounts receivable ledger to ensure that all payments are accounted for and properly posted.
  • Prepare updates to loans that received modifications to term agreements.
  • Prepare write-off quotes when needed on accounts.
  • Prepare ledgers for updated 1098 statements issued to customers.
  • Manage contested Bankruptcy cases.
  • Monitor and Coordinate with paralegals and vendors on progress of cases.
  • Provide feedback to insure timely and accurate processing in accordance to investor standards.
  • Provide direction, training and assistance to all members of team.
  • Coordinate with Sr.
  • Management, Corporate Legal and attorneys on complex reviews for resolution.
  • Research and respond to various legal documents.
  • Prepare extensive detailed analysis for management, investor, etc.
  • Prepare rebuttal to prior servicer, investor, etc.
  • During repurchase demands.
  • Audit loan cases for quality control.
  • Provide training and assistance to team. Develop and test process procedures. Responsible for accurate review of court documents/records ensuring appropriate course of action is being taken, conducted investigative steps to fully identify issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions).

Loan Processing Specialist 4/Operational Risk Analyst

09.2014 - 01.2015
  • Responsible for analyzing and auditing loans to assure that HAMP loans were given proper interest rate and that no harm was done to customer.
  • Assure that Wells Fargo is meeting government standards and regulations.

Loan Processing Specialist III

08.2010 - 09.2014
  • FHA, VA, USDA,, Experienced in various areas of loan administration, servicing, collections, liquidation options (home preservation, short sale deed-in-lieu), verification and maintenance.
  • Analyzed personal /business financial statements, collateral, and lien information to determine borrower repayment ability.
  • Trained operating procedures, federal and state regulations, and office policy to loan specialists, borrowers; authorized third parties and to borrowers in one-on-one setting.
  • Review borrower loan information to determine best options for borrower's hardship.
  • Developed standard operating procedures.
  • Proven ability to maintain high level of customer service.
  • Provided coaching and training to new hires.

Consumer Loan Underwriter

Manpower Staffing
02.2010 - 08.2010
  • I, FHA, VA, USDA, (, Restructured delinquent consumer mortgage loans in accordance with company, FHA and industry guidelines using and in-house underwriting software.
  • Ordered all required verifications and documentation.
  • Responsible for underwriting and servicing of conventional, governmental and default/hardship loans including review of all investor guidelines.
  • Responsible for all phases of underwriting loans including real estate analysis, cash flow models, and credit worthiness.
  • Reviewed hardship packages to determine length & impact of financial hardships.
  • Identified loans for exceptions while ensuring proper procedures are followed for approval and documentation, also assisted in clearing and resolving any issues.
  • Conducted forensic reviews of client mortgage loans, identified fraudulent components, denied non-compliant loans, and mitigated risk and liability.
  • Approved loans, issue alternative options and/or adverse action accordingly using judgement while applying bank policies and procedures.
  • Demonstrate In-depth knowledge of regulatory, investor and departmental lending policies for underwriting of conventional loan requests.
  • Maintain knowledge of loan product guidelines, internal policies and procedures, and regulatory requirements.
  • Analyzed credit documents and evaluated profiles, adhered to FHA and Governmental Regulations.
  • Provided coaching and/ or training to less experienced team members.

Loan Processing Specialist II

Manpower Staffing
11.2009 - 02.2010
  • Responsible for making sure all loans were set up in a timely manner.
  • Maintained accurate coding and notes, to ensure loan review is within compliance with investor guidelines.
  • Helped to identify potential training needs, processed gaps and performance trends.
  • Ensured complete loan application and supporting documents were all in before submitting to underwriter.
  • Mentored and trained new hire.

Education

Bachelor of Science - Accounting

Miles College
Fairfield, Alabama
2007

Skills

  • Critical thinking
  • Good listening skills
  • Supervision
  • Compliance monitoring
  • Team Building
  • Research and analytical skills
  • Market Research
  • Real Estate Purchase Contracts
  • Training and Development
  • Customer service
  • Organization and time management
  • Evaluate financing options
  • Confidentiality and data protection

Certification

  • Licensed [Realtor ] - [4 years] - Inactive
  • Mortgage Banker - [2 year ] NMLS # 2053753 - Inactive

Timeline

Special Programs Case Manager

Housing Authority of the Birmingham District
03.2023 - Current

Mortgage Banker

Highland Mortgage
10.2021 - 09.2022

Business Relationship Services Representative - Contractor

BBVA, Apex
12.2019 - 03.2020

REALTOR®

Exp Realty LLC
11.2019 - Current

BBVA, Staffmark
11.2018 - 11.2019

ITreasury Client Service Technical Support

Regions Bank, Apex
07.2017 - 05.2018

CFPB Regulatory Compliance Analyst II

FIS Global, Kavaliro Staffing
01.2016 - 04.2016

Loan Processing Specialist 4/Operational Risk Analyst

09.2014 - 01.2015

Bankruptcy Research Remediation Analyst

Wells Fargo and Company
05.2014 - 12.2015

Loan Processing Specialist III

08.2010 - 09.2014

Consumer Loan Underwriter

Manpower Staffing
02.2010 - 08.2010

Loan Processing Specialist II

Manpower Staffing
11.2009 - 02.2010

Bachelor of Science - Accounting

Miles College

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Starlett Sheffield