Claim Specialist - State Farm - Irving, TX
(2023-12)
Fire Team Managed – First Notice of Loss. Answering inbound calls and making outbound calls to resolve the claim in a fast-paced call center environment, ensure claims are routed to the appropriate department for handling, and/or complete full scope review on the initial call if it falls within the scope of Fire Team Managed that may be resolved during the initial review.
- Proactively investigating each claim, evaluating facts, applying coverage, accurately documenting files, and issuing warranted payments
- Exercise judgment to determine liability by gathering and analyzing relevant facts; utilizing applicable law; establishing basic principles of negligence judgment to determine policy verification and coverage determination by analyzing applicable coverage for claims, determining whether the loss falls within the coverage lines, and drafting and sending denial letters when warranted
- Document claims file by accurately capturing and updating claims data and/or information in compliance with best practices for low to moderate exposure and complexity personal or commercial line claims
- Establish timely reserves and perform ongoing review throughout claims cycle within authority limit by estimating and validating value of claims
- Work to have a timely resolution to claims by developing case strategy; developing a case evaluation; escalating issues as appropriate
- Assess damages by calculating applicable damages or range of damages allowed by the warranted state law and policy
- Negotiate settlement of claim by establishing appropriate negotiation strategy, utilizing available tools, resources within authority limits and/ or obtaining management approval when warranted, and where in the best interest of the insured following the policy guidelines
- Meet quality standards by following best practices, supporting our customers and other associates within State Farm through personalized, caring, and simple interactions
- Ensure customer service by proactively communicating information; responding to inquiries; following customer protocols and may participating in customer marketing efforts
- Manage expenses by working within vendor approved networks and managing scope of work assigned to outside contractors
- Refer claim to subrogation and fraud teams by identifying potential when warranted
Underwriter II - Fidelity Bank (Nola Lending)
(2022-01 - 2023-06)
Company Downsize
- Loan File Review: Evaluated loan applications, meticulously examining each component, including the credit profile and reports, debt and asset documentation, income and financial statements, loan values, loan-to-value ratios, appraisal reports, collateral, and all supporting documentation
- Guideline Adherence: Navigated through multiple Investor guidelines to make informed determinations regarding program compatibility, ensuring that loan files adhere to specific investor requirements
- Risk Assessment: Identified and calculated the risk of potential loss associated with each loan, utilizing analytical skills possessed to gauge the financial exposure
- Fraud Detection: Maintained loan security by promptly identifying any signs of fraudulent activity within loan files. When necessary, escalate suspicious files to the Credit Manager or Risk Management team for further investigation
SR Credit Analyst - Owning Mortgage
(2020-10 - 2021-08)
Company Downsize. Sold to Guaranteed Rate as of February 2021
- Mortgage Underwriting: Conducted comprehensive underwriting assessments for residential loans, exercising your authority to approve or reject loan applications within prescribed limits
- Credit Analysis: Analyzed borrowers' credit profiles, collateral, and capacity to repay the proposed mortgage obligation, adhering to the highest standards of accuracy and diligence
- Guideline Compliance: Ensured that all loans conformed to the company's, agencies, and government's guidelines, guaranteeing compliance throughout the underwriting process
- Financial Assessment: Calculated borrowers' income and debt-to-income ratios, providing a clear picture of their financial capacity
- Documentation: Documented lending decisions and completed required screens in the loan origination system, including accurate completion of Form 1008. Additionally, added or created applicable conditions on the loan approval, as necessary
- Automated Underwriting: Read and interpreted automated underwriting decision results from both Desktop Underwriter and Loan Prospector, ensuring alignment with lending criteria
- Condition Review: Conducted a meticulous review of conditions submitted on loans, signing off on conditions where appropriate to facilitate the loan approval process
Quality Control Manager - The Compliance Group
(2020-01 - 2020-10)
- Third-Party Vendor Oversight: Managed the Quality Control (QC) process, overseeing multiple third-party vendors to ensure compliance with established standards and procedures
- Issue Resolution: Demonstrated a proactive approach by swiftly addressing QC findings and collaborated with audit vendors to guarantee the full execution of the quality control plan
- Trend Analysis: Conducted in-depth trend analysis and collaborated with operations management to identify opportunities for training and development of operations staff, aligning with continuous improvement initiatives
- Reporting: Prepared and presented monthly findings to senior management, offering valuable insights into quality control metrics and areas for enhancement
- Compliance and Knowledge: Operated independently across various departments, including production, underwriting, and closing, maintained a profound understanding of agency guidelines and consumer disclosure requirements through continuous training
- Timely Reviews and Audits: Managed reviews and audits meticulously, ensuring accuracy and adherence to investor-required timelines
- Risk Identification: Analyzed portfolio-level information to identify and monitor key risk factors, proactively developing proposed solutions to mitigate potential issues
- Operational Risk Management: Held the responsibility of identifying, reporting, and escalating operational risks to appropriate business partners and management, contributing to a robust risk management framework
- Process Improvement: Proactively identified opportunities for procedural changes and policy updates, enhancing operational efficiency and compliance
- Data and Analytics: Continuously improved data, reporting, and analytics processes, streamlining operations and ensuring the organization remains agile and responsive to market dynamics
Quality Control Auditor Project Lead - Newsbold Advisor
(2019-09 - 2020-01)
Contract Assignment
- Forensic Review: Skillfully facilitated forensic reviews of files for underwriting compliance, focusing on RESPA, credit documents, closing documents, and investor guidelines for a diverse range of loan types, including Fannie Mae, Freddie Mac, FHA, USDA, and VA loans
- Guideline Adherence: Meticulously reviewed all documentation within residential mortgage files to ensure strict compliance with state, federal, and agency guidelines, safeguarding the organization from regulatory violations
- Internal Audits: Conducted Internal Quality Control Audits on all new bank submissions over a 90-day period, performing monthly 20% reviews of all Underwriter and Compliance Officers' loans, spanning FHA, VA, USDA, and Conventional loans
- Fraud Detection: Reviewed documentation with a keen eye, identifying potential areas of misrepresentation and promptly reporting possible red flags to the relevant stakeholders
- Verification Expertise: Re-verified all third-party verifications within files to detect fraud, contributing to the organization's risk mitigation efforts
- Fraud Reporting: Monitored and reported any suspected fraud or conflicting information, ensuring prompt action is taken to safeguard the organization's interests
- Collaboration with Stakeholders: Collaborated effectively with Fannie Mae, Freddie Mac, and mortgage insurance companies regarding any kick-back files, providing rebuttals or assisting in the resolution of issues, and meticulously documenting files for potential repurchase by third-party banks
Quality Control Auditor - Oak Branch Advisors
(2018-10 - 2018-12)
Contract Assignment
- Plaintiff Feedback Audit: Conducted thorough audits of plaintiff feedback
