MELODY HINDAHL
Frederick,CO
Summary
Determined Quality Control, Compliance Support Specialist with dedication to quality and accuracy. Successful with handling multiple projects in highly competitive environments with a positive attitude. Solid interpersonal and collaboration skills.
Success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures.
Skilled in reporting and problem-solving.
Ability to handle multiple projects simultaneously with a high degree of accuracy.
Adept at reviewing documents for compliance with specifications and standards.
Willingness to take on added responsibilities to meet team goals.
Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Quality Control Specialist
Cherry Creek Mortgage
07.2020 - 03.2023
- Primary responsibilities include in-depth post-close quality assurance audit complying with expected deadlines 98% of time.
- Detection and prevention of loan fraud with underwriting and guideline knowledge of both conventional and government loans.
- Made loan level risk analysis and work closely with other operational departments.
- Fielded escalated consumer complaints and provided solutions.
- Coordinated research, formulated responses, and posted responses to appropriate agencies for escalated complaints received from consumers, CFPB, BBB, BSA plus other regulatory agencies.
- Created and maintained several databases to track statistical data.
- Recorded findings of audit process, collaborating with quality team to implement corrective actions.
- Created job training aids for processes and procedures.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems.
- Cross trained with HMDA team.
- Investigated AML-BSA providing results to BSA Officer for review and SAR filing determination. Completed SAR preparation with timely submission of SARs.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Liaised with vendors and end-users to uncover system optimization opportunities
- Created and maintained several spreadsheets to track statistical data
Forms Development and Support Specialist
Covius - Formerly LenderLive
05.2015 - 11.2019
- Provided feedback to form development and IT teams on customer needs and issues for enhancements.
- Coordinated with IT on behalf of client for system enhancements
- Creates and maintains standard and custom documents and scripts used in document, account and input system configuration
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Trained clients on input system and/or worked with client’s IT department to assist in system integration mapping
- Configured and tested new form scripting.
- Performed internal testing and assisted client with testing
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tested new scripting prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Acted as main point of contact and supported day-to-day relationship between client and Covius – formally LenderLive
- Diagnosed and troubleshot Visual Basis scripting (VBS).
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Created user accounts and assigned permissions.
- Communicated with clients to verify roots and causes of document mapping issues.
- Utilized ticketing system to track customer requests and prioritize urgent needs
- Offered assistance in implementing and developing training programs
- Communicated with clients to verify roots and causes of computer problems
- Monitored clients and quickly troubleshot errors
Loan Boarding Specialist
Lenderlive
12.2014 - 05.2015
- Provided assistance to manager with boarding acquired mortgage loans using manual and automated processes.
- Coordinated data transfers with new servicers when loans were service released with 100% accuracy.
- Established communication with outside companies and investors during servicing transfer process.
- Worked on project building escrow lines, Property Taxes, Hazard Insurance, Mortgage Insurance, Flood Insurance for mortgage loans in FICS system using documents on file and / or county websites to obtain information to complete required lines of escrow for each individual loan plus other duties as assigned.
- 100% completion of pipeline expectations each month.
- Self-motivated, with strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Completed paperwork, recognizing discrepancies and promptly. addressing for resolution.
- Worked well in team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Developed strong communication and organizational skills through working on group projects.
- Gained extensive knowledge in data entry, analysis and reporting.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Placed at LenderLive through Randstad Dec. 2014 Hired at LenderLive Feb. 2015 – Nov. 2019
Mortgage Servicing Specialist
Urban Lending Solutions
03.2014 - 08.2014
- Developed and maintained relationships with customers, lenders and other third parties.
- Fielded customer complaints and provided solutions.
- Ensured exceptional customer experience by initiating customer contact in response to previously received customer complaints.
- Researched concerns contained in customer complaints by navigating through available computer systems while providing resolution and/or assistance to customer.
- Provided excellent customer service.
- Successfully responded to customer complaints within guideline timeframes.
- Maintained accurate records of customer interactions by recording detail of customer inquiries, complaints and comments in addition to all actions taken in resolving customer’s complaint.
- Contacted customers in timely manner notifying them of status of their concerns contained within complaint.
- Met or exceeded established quality expectations on all communication, both verbal and written.
- Composed professional e-mails that are grammatically correct, free from spelling errors and accurately reflect customer’s account information.
Underwriter
Urban Lending Solutions
11.2013 - 03.2014
- Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
- Received 95-100% accuracy scores of underwriting files guidelines from Quality Control Audits.
- Determined and documented loan conditions and communicated requirements and decisions.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
- GSE, Non GSE and DOJ mortgage loan modifications underwriter
Mortgage Loan Closer
Urban Lending Solutions
11.2012 - 11.2013
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Reviewed mortgage documents for accuracy, which included title abstract and insurance forms.
- Prepared all paperwork for loan package and arranged final closing meeting.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Reviewed loan files and updated to match current standards.
- Provided highest level of service and support to customers, closing agents.
- Checked loan documents for accuracy prior to closing.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Communicated closely with inter-company staff members to promote quick and effective loan workflow.
- Confirmed and cleared closing conditions then communicated any changes related to closing.
- 100% completion of pipeline expectations each month.
- Reviewed mortgage documents for accuracy, which included title abstract and insurance forms.
- Checked loan documents for accuracy prior to closing.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Fielded customer complaints and provided solutions
DSCR Advocate
Urban Lending Solutions
08.2012 - 11.2012
- Collected required documentation to help with responses to escalated foreclosure and loan modifications disputes on behalf of President and CEO of Bank of America.
- Researched and provided written resolution to regulatory mortgage loan modifications and foreclosure disputes.
- Handled filing systems for both short and traditional real estate transactions.
- Worked with litigation attorneys to research, complete and create document drafts for consumer responses.
- Delivered friendly service and offered expert support in every interaction.
- Investigated facts using pertinent sources to determine causes of action and to prepare professional responses.
- Organized supporting documentation for individuals under evaluation and coordinated document transfers to correct staff members.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Worked in fast-paced environment, ensuring that all information is accurate and given in timely manner, as well as performing multiple tasks, while providing quality customer service through planning, and implementation.
- Used Time Management Skills, Knowledge of Microsoft Office, Microsoft Word, and familiarity of Microsoft Excel with daily use of technology and multiple system applications.
- Articulated thoughts clearly and concisely to peers, management and customers, composed professional letters that are grammatically correct, free from errors and accurately reflect customer account information.
- Worked effectively on team, displayed professional demeanor while being punctual in meeting deadlines, worked with phone systems and made outbound calls.
- Effectively worked in fast passed environment handling many tasks at same time in short period of time, while reviewing complex account information and made timely, accurate decisions.
Underwriter
Intellisource Employment Agency - Urban Lending
04.2012 - 04.2012
- Place at Urban Lending Solutions as Contract Underwriter.
- Responsible for underwriting GSE, Non GSE and DOJ mortgage loan modifications.
- Reviewed documents, performed income calculations, provided assumptions, approved or declined file on behalf of Bank of America.
- Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
- Determined and documented loan conditions and communicated requirements and decisions.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
- Quality control audits of Underwritten files were 95% or higher.
Education
Bachelor of Arts - Design Communication, Graphic Design And Packaging
Texas Tech University
Lubbock, TXAssociate of Arts - Multimedia/Web Design
The Art Institute of Colorado
Denver, COSkills
- Customer Service, Customer Inquiries
- Active Listening, Problem-Solving Skills
- Critical Thinking, Analytical Thinking
- Vendor Relations
- File Management, Effective Prioritization
- Internal Audits, Documentation Review
- Application Testing
- Verbal and Written Communication
- Quality Assurance
- Records Organization and Review
- Benefit Auditing
- Efficient Service
- Testing Processes
- Quality Control Reporting
- Test Case
- Regulatory Requirements
- Collaboration Skills
- Consulting
- Discretion
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
In times like these, it helps to recall that there have always been times like these.
Paul Harvey
Timeline
Quality Control Specialist
Cherry Creek Mortgage
07.2020 - 03.2023
Forms Development and Support Specialist
Covius - Formerly LenderLive
05.2015 - 11.2019
Loan Boarding Specialist
Lenderlive
12.2014 - 05.2015
Mortgage Servicing Specialist
Urban Lending Solutions
03.2014 - 08.2014
Underwriter
Urban Lending Solutions
11.2013 - 03.2014
Mortgage Loan Closer
Urban Lending Solutions
11.2012 - 11.2013
DSCR Advocate
Urban Lending Solutions
08.2012 - 11.2012
Underwriter
Intellisource Employment Agency - Urban Lending
04.2012 - 04.2012
Bachelor of Arts - Design Communication, Graphic Design And Packaging
Texas Tech University
Associate of Arts - Multimedia/Web Design
The Art Institute of Colorado
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