Terrence Forrest
Charlotte,NC
Summary
Quality Assurance Analyst with experience in detailed technical specifications. Offers collaborative style and has outstanding communication skills. Expertise in test reporting and defect resolution.
Overview
21
21
years of professional experience
Work History
Default Quality Assurance Monitoring Analyst
ServiceMac
03.2022 - 02.2023
- Listen to prerecorded phone calls to determine if agents follows company guidelines
- And participates in customer and client listening programs to identify customer needs and expectations.
- Managed time efficiently in order to complete all tasks within deadlines
- Identified issues, analyzed information and provided solutions to problems
Quality Assurance Analyst II
Wells Fargo Home Mortgage
01.2012 - 03.2022
- Review loan documents to determine if processes and documents follow internal company requirements, insurer and investor guidelines and government regulations
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Fixed identified issues to improve workflows
Quality Assurance Analyst II
Wells Fargo N.A
01.2011 - 01.2012
- Perform quality control reviews on 75 Broker Price Opinions (BPO) and appraisals
- Created and achieved product quality objectives and met product specifications
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership
Loan Servicing Specialist III
Wells Fargo Home Mortgage
06.2007 - 01.2011
- Responsible for contacting and establishing relationships with real estate agents nationwide, appraisal vendors, and internal serving clients
- Manage valuations and ensure a timely return to clients
- Train real estate agents on policies and procedures and assist them in understanding broker Price Opinion system
- Review Broker Price Opinions for quality control check points and work with real estate agents to address quality control failures.
- Proved successful working within tight deadlines and a fast-paced environment.
Closing Coordinator
NetBank
03.2006 - 06.2007
- Review mortgage loan documents for accuracy and completeness, utilize Microsoft Excel to input various information and data related to loan documents, and assist with processing additional paperwork and documents related to Mortgage QA Auditing functions.
- Contacted appropriate agencies to complete searches, order records, and obtain documents
Mortgage Broker
Global Mortgage
02.2004 - 12.2005
- Responsible for soliciting residential mortgages from various sources including realtors, builders, financial professionals, past customers, and other nontraditional sources; produces high quality loans which meet federal guidelines while providing excellent customer service
- Established strong relationships with borrowers, which helped to forge new business opportunities
- Evaluated borrower financial information, pay stubs and credit history to determine loan possibility
Mortgage Loan Officer
EMMCO, LLC
03.2002 - 11.2003
- Responsible for soliciting residential mortgages from various sources including realtors, financial professionals, past customers, and other nontraditional sources; produces high quality loans which meet federal guidelines while providing excellent customer service.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level
- Developed extensive network of referral partners to source new mortgage loan opportunities
Education
Some College (No Degree) - Retail Management
University of South Carolina - Columbia
Columbia, SCSkills
- Protocol Validation
- Call Monitoring
- Quality Assurance Controls
- Test Case Development
- Framework Development
- Documentation
- Support Audits
Timeline
Default Quality Assurance Monitoring Analyst
ServiceMac
03.2022 - 02.2023
Quality Assurance Analyst II
Wells Fargo Home Mortgage
01.2012 - 03.2022
Quality Assurance Analyst II
Wells Fargo N.A
01.2011 - 01.2012
Loan Servicing Specialist III
Wells Fargo Home Mortgage
06.2007 - 01.2011
Closing Coordinator
NetBank
03.2006 - 06.2007
Mortgage Broker
Global Mortgage
02.2004 - 12.2005
Mortgage Loan Officer
EMMCO, LLC
03.2002 - 11.2003
Some College (No Degree) - Retail Management
University of South Carolina - Columbia
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