Tanya Daugherty
Mortgage Professional
St Louis,MO
Summary
Mortgage professional with experience in underwriting, loan processing, AML and modifications. Proven experience in the interpretation and application of lending documentation, credit reports and income/asset calculations. Ability to meet productivity goals with a high degree of detail and accuracy. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Delta Airlines
Tampa , Florida
03.2023 - 06.2023
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Provided primary customer support to internal and external customers.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Implementation Specialist
Met Life
Tampa, FL
05.2022 - 10.2022
- Facilitate calls with customers and brokers to ensure accurate completion of all key deliverables in the implementation process
- Obtain required information to complete the installation process from sales and service partners, brokers and customers
- Complete final review of plan design features and administrative services and communicate to the implementation team
- Identify implementation-related problems and work with manager or senior staff to resolve issues
- Effectively load administration systems to ensure accurate plan design and efficient customer structure
- Conduct weekly or periodic status meetings with various parties to review progress and resolve issues
- Work with Product, Underwriting and Contract partners to review and execute legal documents
- Responsible for updating and maintaining workflow and reporting systems
- Transfer cases to the appropriate administration group once implementation is complete
- Participate on Continuous Improvement and strategic Projects during off peak season
- Perform other duties as assigned or required.
Senior Underwriter
Maxwell Lenders Solutions Inc
Denver, CO
03.2021 - 11.2021
- Extensive frontline underwriting experience
- Conforming product credit decisions, approve, deny or counteroffer
- Applying analytical - guideline driven skills to determine credit worthiness, compute income calculations to determine ability to repay, establish an acceptable benefit to the borrower
- Reviewing assets documentation to determine and meet liquidity requirements
- Experience with and knowledge of property and credit underwriting requirements of FNMA, FHLMC, and private mortgage insurance companies
- Reviewed Correspondent and Wholesale loans and guidelines
- Also, adhered to the COVID-19 Temporary Guidelines and Restrictions.
Mortgage Call Quality Control Specialist
T, USAA
Tampa, FL
11.2016 - 03.2021
- Listened to pre-recorded calls from the processors and loan originators to ensure that they were following state and federal regulation guidelines
- Rated each call based on a compliance checklist
- Identified compliance behavior trends and communicated with management
- Responsible for listening to loan originators and loan processors pre-recorded calls and scored each call against a compliance checklist
- Calls are in reference to the loan application process from beginning to end
- Strong expertise of TRID, SAFE ACT and MLO
- Experience in mortgage loan processing and/or similar mortgage skills
- Listen to recordings and score each call against a compliance checklist
- Identify overall compliance related behavior trends and communicate to management
- Understand and perform certain performance metrics, including number of calls monitored and accuracy ratio.
Frontline Underwriter
JCIII
Tampa, FL
07.2015 - 04.2016
- Guideline driven skills to determine credit worthiness, compute income calculations to determine ability to repay, establish an acceptable benefit to the borrower
- Reviewing assets documentation to determine and meet liquidity requirements
- Experience with and knowledge of property and credit underwriting requirements of FNMA, FHLMC, and private mortgage insurance companies
- Ability to effectively make decisions in an independent manner, full package final signoff authority greater than $500,000
- Great analytical, problem solving, organizational and communication skills
- Also work with Credit comp 2010 and Triad documentation
- Extensive frontline underwriting experience
- Conforming product credit decisions, approve, deny or counteroffer
- Applying analytical -
- T
- Daughtery
Application Tech Specialist
Modis
Tampa, FL
09.2014 - 03.2015
- Working closely with mortgage bankers using applications, Loan Builder & Closer
- Loans are orientated in Loan Builder
- Helping the Mortgage Banker calculate DTI, submit to automated systems (DU/LP)
- Restructuring the loans to fit within guidelines
- Working closely with Processors using application
- Closer
- Once the MB enters the loan in Loan Builder the loan goes to Closer
- Helping the processor figure out Ratios, Calculation of income (self-employment, schedule C/E & K1 tax returns, retirement
- W2, social security and commission income)
- Compliance Issues (Respa, HMDA & Truth & Lending)
- Talking to Underwriters to figure out why their Loan Prospector and or Desktop Underwriter Debt to income is not matching with Zippy
- Going over the loan while on the phone with the underwriter, recalculating DTI making sure it matches with LP/DU
- Reset passwords in numerous applications
- Trouble shoots computer technical issues.
AML/Compliance Analysis
Adecco
Tampa, FL
05.2014 - 09.2014
- Collecting the required identifying information on new clients and risk rating the clients based on geography, industry, occupation, product, political status, and reputational risk
- Knowledge of all the different parts of the government agencies and their roles and duties (Dodd-Frank
- OCC, FDIC, CFTC, FTC, OFAC, USA Patriot Act and CFPB) First line of defense in preventing, detecting, and reporting money laundering activities
- Analyze system generated and manually created alerts for potential suspicious activity to ensure the accurate filing of SARs
- Coordinate and report data on high risk customers
- Compile documentation for use in high risk customer file reviews
- Presented evidence to support risk-based decisions
- Review and obtain complete information to accurately report CTRs for the bank
- Ensure CTR exemption reviews are completed in compliance with BSA/AML regulatory standards
- Enhanced Due Diligence (EDD)
- Conducting Know
- Your Customer (KYC) and Customer Due Diligence (CDD).
Senior Underwriter
Chase
Tampa, FL
08.2011 - 09.2013
- Underwrite various loan products and clear conditions for processing including reviewing appraisal, title, and calculating income
- Possess knowledge of FHA, VA, USDA, FHLMC, FNMA, conventional and jumbo products
- Communicate with multiple lines of business to effectively underwrite loans and meet production levels
- Attending scheduled court mediations hearings via conference call on behalf of Chase
- Discussed the borrower’s defaulted loan with the Chase Attorney, the borrower(s), attorney and the appointed judge
- During mediation hearings, we reviewed with the borrower(s) Chase’s position and how we can help to keep the borrower in their home or seek other options
- Worked with service members, spouses and dependents (SCRA) reviewed bankruptcy documents and foreclosure documents to ensure that the files met SCRA requirements.
Education
diploma - Business
Riverview Gardens High School
St. Louis, MOSkills
ApplicationsGallagher Financial System Mars (Loan Tracking Mainframe (IMS) Loan Builder CloserEarly Resolution Workflow Desktop Underwriter Mortgage Express Verint APSRMS Café 40, Café 20 Loan Prospector (LP) Cadence Extra Worksite LISSalesforce Sharepoint EZ Portal Work DeskAbilitiesStrong knowledge of the broker real estate industry mortgage marketStrong customer focus and the ability to build positive working relationshipsStrong business development sales skillsExcellent presentation and organizational skillsAbility to use various software and programs to enhance processTechnology ProficientMicrosoft Office Suite, Online Accessibility Response, FileMaker Pro, Excel and Good Notes
Software Development Life Cycle
Highly proficient in [Software]
Project scope assessment
Client training
Data recovery
Timeline
Customer Service Specialist
Delta Airlines
03.2023 - 06.2023
Senior Implementation Specialist
Met Life
05.2022 - 10.2022
Senior Underwriter
Maxwell Lenders Solutions Inc
03.2021 - 11.2021
Mortgage Call Quality Control Specialist
T, USAA
11.2016 - 03.2021
Frontline Underwriter
JCIII
07.2015 - 04.2016
Application Tech Specialist
Modis
09.2014 - 03.2015
AML/Compliance Analysis
Adecco
05.2014 - 09.2014
Senior Underwriter
Chase
08.2011 - 09.2013
diploma - Business
Riverview Gardens High School