HILARY WASSERMAN

Cell: (661) 618-4680 Hil9rGrl80@AOL.com

CAREER FOCUS
Motivated mortgage banking professional with over 7 years underwriting and 8 years customer service experience. Developed underwriting skills through extensive training. Underwriting Call Center Representative versed in customer support in high call volume environments. Excellent computer skills and telephone etiquette. Established ability to adapt to continuous guideline and procedural changes as well as embracing different positions within the bank. Developed templates and addressed issues with management in order to enhance job performance. Seeking additional employment in the mortgage industry as an underwriter or other comparable role.

SUMMARY OF SKILLS
Underwriting Written and verbal communication Risk assessment Critical thinking Customer service Ethical decision making Dependable Team player Multi-tasking abilities

ACCOMPLISHMENTS
Won numerous global recognition awards from Bank of America for delivering excellent customer service to external clients. Won several employee of the month awards as a result of being able to meet underwriting goals with the highest level of quality, being a team player and assisting fellow associates with underwriting questions. Trained other associates to become junior underwriters based on expertise of underwriting knowledge while also completing all underwriting responsibilities with the highest quality. Improved Quality Assurance reviews by being extremely detailed on my underwriting comments, resulting in the receipt of a recognition card from a Quality Assurance Associate.

PROFESSIONAL EXPERIENCE
BANK OF AMERICA Westlake Village, CA 02/2005 to 11/2013 Underwriter Jan 2013-November 2013 Underwriter Improved the ability to analyze risk on loans for Home Loans Fulfillment. Enhanced critical thinking skills by making ethical decisions on each loan based on published guidelines and procedures. Established templates on how to complete procedures more efficiently and shared them with fellow associates and management. Increased customer service skills by creating strong relationships with other associates involved in the loan process and solving issues on each loan in an efficient manner, with a positive attitude. Nov 2011-Jan 2013 Foreclosure Look Back Specialist Established additional knowledge in the areas of modifications, foreclosures and short sales on a project regulated by The Office of Comptroller of the Currency. This project was developed to determine if borrowers suffered financial harm due to errors in the processes of modifications, foreclosures and short sales. Improved procedures by being chosen as a power user on one of the tests to research if sufficient documentation could be reviewed on loans to answer the questions and reporting findings to management. Associates with underwriting experience were chosen to perform tests C & G. Test C involved errors in the foreclosure process while test G focused on the different modification programs. Developed extensive knowledge in test C and trained several other associates and contractors on how to complete the test. Completed the certification process for test C and test G.

Managed to focus on test C in the wrap up phase and was selected to review more complex test C loans with little or no documentation. June 2008-Nov 2011 Inbound Senior Specialist III/Home Services Specialist III Advised correspondent lenders through verbal and written communications on published underwriting guidelines, scenarios and pending conditions on loans. Underwrote loans when call volume was low. Improved customer service skills by taking additional classes, maintaining a high level of accuracy, being readily available to take calls and maintaining a positive attitude. Established strong relationships with external clients as well as internal associates. Developed strong skills for being a team player. Being able to trust in your team is one of Bank of America's core values. Created a template of scenarios along with responses received from management to improve accuracy and reduce duplicate escalations. The goals for time available was 85% for 2009-2010 and 95% for 2011. Time available for 2009 was 97.76%, 98.07% for 2010 and over 100% in 2011. The quality goals for 2009-2010 were 85% and increased to 95% in 2011. Quality was based on a manager scoring random calls based on professionalism, accuracy and tone. Quality scores for 2009 were 95.90%, 93.54% in 2010 and 96.38% in 2011. Feb 2005- May 2008 Underwriter Initially developed critical thinking, ethical decision making, becoming a team player and customer service skills. Established the ability to analyze risk through the review of credit, collateral, income and asset documentation and ensure the policies and procedures were followed. Both manual and automated underwriting systems utilized to obtain loan decisions on subprime and prime products in Correspondent Lending.

EDUCATION
BACHELOR OF ARTS: PSYCHOLOGY California State University Northridge, Northridge, CA, United States Coursework in Communications and Psychology Active member of Hillel. Active member of Sigma Alpha Omega sorority. UNDERWRITING Mortgage Bankers Association, West Hills, CA Completed all classes related to underwriting practices. On 12/7/08 obtained the following certification: AC: Residential Underwriter. On 3/29/09 obtained the following certification: PC: Residential Underwriter Level II. CONTINUOUS LEARNING Countrywide/Bank of America, West Hills, CA In 2008 obtained Signature Authority Service and Enforcement (SASE) level 2 certification In 2013 obtained SASE level 3 certification Completed all compliance courses in a timely manner Completed additional courses to enhance underwriting and customer service skills. 1998

PROFESSIONAL AFFILIATIONS
Mortgage Bankers Association