Stephanie Scales
Greensboro,NC
Summary
Professional Credit Bureau Disputes specialist with 20 years' experience in financial services which includes, but is not limited to, collection functions, quality assurance performance, releasing of mortgage liens, subordination handling, and credit reporting duties. Experienced in organizing, prioritizing, documentation accuracy, quality auditing, and meeting deadlines within lending guidelines and practices. Knowledgeable about risk management in the credit industry.
Overview
24
24
years of professional experience
Work History
Credit Reporting
BANK OF AMERICA
02.2014 - Current
- Review credit files to identify tradeline discrepancies
- Responsible for making corrections with all bureaus on disputed credit request
- Work with bureaus (Equifax, Experian, Innovis, and Transunion) to update all information within 30 days
- Ensure all credit reporting request has been completed within SLA deadlines
- Card Inquiry deletions responsibilities include researching and deleting all hard inquiries reviewed by fraud dept.
- Conducted regular account reviews to ensure accurate credit reporting and maintain portfolio health.
- Handle all correspondence disputes that comes through HLMS system
Business Control Quality Analyst
BANK OF AMERICA
09.2011 - 02.2014
- Responsible for testing preservation valuations and appraisal valuations ensuring services rendered are completed and correct funds are distributed to vendors
- Subordinations and Mortgage Fraud Accounts
- Responsible for ensuring all procedures within the subordination and fraud line of business has been updated when changes and/or enhancements have been completed
- Developed and maintained quality assurance procedure documentation.
- Quality review system information for subordination financials to ensure accuracy before documents are mailed to the lender
- Quality review system information for fraud loan maintenance rebook accounts ensuring all rebooked system information is accurately added to the new loans
- Responsible for making sure all document updates have been completed on the system to complete accurate loan documents
- Responsible for reporting all defects to the line of business along with process improvements that may reduce compliance risk within the spectrum of the business
- Responsible for ensuring all corrections found within a defect has been reported and corrected by the line of business.
- Analyzed quality and performance data to support operational decision-making.
Subordinations
BANK OF AMERICA
12.2009 - 08.2011
- Counter/Underwriter Associate
- Responsible for all approvals on Making Home Affordable loans within lending guidelines
- Responsible for ensuring all loan decisions are within policy guidelines (conventional, FHA, MHA, VA streamline, etc)
- Work with senior underwriters for exceptions (1st lien position loans, Arm loans, or loans with DTI higher than 50%)
- Responsible for updating the lender with the status of the loan decision as well as completing modifications to be signed and returned by the customer if the decision requires a line reduction
- Obtained and filed all loan documents required for the agreed decision
- Review credit reports, loan applications, appraisals to implement a sound credit decisions on loans
- Responsible for review of customer debt to rate income and credit worthiness of all in house loans
- Underwriter / Incomplete Desk
- Responsible for monitoring the ECC (Equity Consumer Credit) report, ensuring files sent to the underwriter has a decision before the out of compliance date
- Follow-up on all loans sent to the underwriter and report decisions on escalated and non-escalated accounts
- Examine loan documents to ensure accuracy before forwarding to underwriter for a decision
- Ensured all documents needed to decision the loan was received by the underwriter
- Submitted loan applications to underwriter for verification and recommendations.
- Responsible for contacting the lender to obtain any missing documentation needed by the underwriter
- Assisted underwriter by interpreting their decision to subordinate, for the counter associate, when there were questions regarding the underwriter’s decision on a loan.
Transaction Intelligence Engine (TIE)
BANK OF AMERICA
02.2009 - 11.2009
- Monitoring banking center payments ensuring funds were applied correctly to customer accounts
- Payment research updating and reapplying incorrect funds to the correct accounts
- Inquiring about banking center transactions and reporting any fraudulent activities
- Transferring and/or reapplying customer’s funds between DDA’s and other accounts per customer request
- Research missing Countrywide payments and escalated issues to ensure customer obtains credit for funds
- Assist business partners by working EPW report, ensuring report is within compliance dates
- Assist business partners by working the Zero Coupons when volumes were high
- Assist RMS and Foreclosure research as needed (reports and projects).
Payoffs Specialist
BANK OF AMERICA
12.2007 - 01.2009
- Paid off mortgage loans
- Responsible for the overage and shortage project
- Worked with the wire reports on exceptions team
- Assisted on the insurance project
- Logged documents on the subordination system.
Lien Release/Research & Adjustments Analysts III
BANK OF AMERICA
10.2003 - 12.2007
- Responsible for preparing legal documents for mortgage lien release items
- Solved concerns regarding unrecorded mortgage lien releases
- Satisfied mobile home titles and all other title issues (mobile homes and motor vehicle)
- Trained new employees on manual and system task
- Resolved all customer service issues
- Distributed work to associates (workflow in the absence of the flow workflow coordinator).
- Expedited the lien release process by effectively collaborating with attorneys, title companies, and lenders.
- Strengthened relationships with key industry partners to facilitate smooth lien transactions and improve overall client satisfaction.
Early Stage Mortgage Collector
WENDOVER FINANCIAL SERVICES
11.2000 - 10.2003
- Collected on mortgage accounts that were 60-90 days delinquent
- Responsible for providing impeccable customer service on all accounts
- Managed forbearance plans for customers that have experienced hardships that may adversely impact their mortgage payments.
- Streamlined collection processes by organizing and maintaining detailed records of borrower accounts.
- Built strong relationships with borrowers by demonstrating empathy and understanding during financial hardship discussions.
- Negotiated payment arrangements, resulting in increased on-time payments and reduced defaults.
Lien Release Specialist/Research Specialist
WENDOVER FINANCIAL SERVICES
11.2000 - 10.2003
- Responsible for coordinating spreadsheets on incoming discharged documents within several portfolios
- Organized and tracked all incoming and outgoing loan origination documents mailed to private investors
- Issued checks and mailed all discharges to the appropriate counties for recordation
- Mailed notices for late documentation that could result in fee penalties and lawsuits.
Education
Master of Science - Music Industry Studies Business, Music Engineering and Technology
Elizabeth City State University
01.1998
Associate’s Degree - General Studies
Rockingham Community College
01.1994
Skills
- Data Analysis
- Problem-Solving
- Test script testing/writing
- Process Implementation
- Quality processes
- Sample Testing
- Teamwork and Collaboration
- Dispute Resolution
- Decision-making capabilities
- Attention to Detail
- Credit analysis
Workphone
(336) 805-3961
Computer Skills
Microsoft Office Suite, Microsoft Excel, Power Point, TSYS Systems, IQS, Fast Data, Alltel Systems, MSP Director 7, Credit Bureau Files, Virtual Access, Boss, RMS, Clarifier, LAMP, E-Oscar, CIWI, AS400 Series, HLMS Platform, Visa Cadet, DM Portal, Smart
Timeline
Credit Reporting
BANK OF AMERICA
02.2014 - Current
Business Control Quality Analyst
BANK OF AMERICA
09.2011 - 02.2014
Subordinations
BANK OF AMERICA
12.2009 - 08.2011
Transaction Intelligence Engine (TIE)
BANK OF AMERICA
02.2009 - 11.2009
Payoffs Specialist
BANK OF AMERICA
12.2007 - 01.2009
Lien Release/Research & Adjustments Analysts III
BANK OF AMERICA
10.2003 - 12.2007
Early Stage Mortgage Collector
WENDOVER FINANCIAL SERVICES
11.2000 - 10.2003
Lien Release Specialist/Research Specialist
WENDOVER FINANCIAL SERVICES
11.2000 - 10.2003
Master of Science - Music Industry Studies Business, Music Engineering and Technology
Elizabeth City State University
Associate’s Degree - General Studies
Rockingham Community College
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