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John
john129brooks@comcast.net
904-762-7311
Jacksonville, FL 32206
Senior Analyst
24 years experience W2
0
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Average rating
75
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Summary

Dedicated professional with diverse experience across financial institutions and mortgage banks poised to develop and manage client-based partnerships that add value, increase profitability, and promote long-term growth.In addition to the fifteen years of mortgage banking and government-sponsored enterprises experience, I bring twenty years of operations expertise in the financial industry.In addition to my work experience, I bring an area of expertise within mortgage compliance reviews, internal audit, litigation, mortgage operation processes and controls, banking and project management.Mission focused and results driven, I am a self-motivated hard worker that fully understands the importance of timely task completion and timeline management.I work well in an independent or team setting and possess the skills that align with the objectives of an organization.My core competencies include excellent communication and time management skills related to a fast-paced work environment within a team setting.

Experience
SR. GROUP PREMIUM ADMIN ASSOCIATE
Insurance
Dec 2019 - present
Jacksonville Beach, FL
  • Research, analyze and respond to customer requests resolve policy/account discrepancies
  • Build and maintain relationships with employer groups, producers and regional offices with a focus on larger groups
  • Manage suspense accounts to standards
  • Provide and implement approve suggestions for process improvement
  • Manage projects and deliver accurate results
Employ Process Improvement Microsoft Excel Microsoft Office Quality Control Risk Assessment Risk Management
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SR. OPERATIONS ANALYST
Banking/Financial
May 2019 - Aug 2019
Jacksonville, FL
  • Data analysis conducted on all anomalies and recommendations for resolution provided to key stakeholders
  • Performed moderately complex technical and operational tasks to support business performance against established metrics utilizing agile testing methodologies to assist in meeting operational objectives.
  • Effectively and efficiently act as data escalation point of contact for senior business leaders.
  • Partner effectively with colleagues to drive consistent and rigorous operational risk management practices and controls.
  • Developed and managed the Servicing Change Management process for mortgage servicing to ensure the company remained in compliant with VA, FNMA, USDA, & FHLMC servicing guidelines.
  • Assisted peers within incident management research issues and respond to inquiries.
  • Engage, lead and guide business partners by identifying business risks, recommending solutions and providing business process and control challenges
  • Prepare instructional documentation and update user documentation to reflect process flow and technical documents that will be used to build process.
  • Developed and managed the Servicing Change Management, Policy and Procedure Attestation process for mortgage servicing.
  • Conduct population pulls, sampling, and execute testing surrounding data within a prescribed scope for specific departmental processes.
  • Maintain internal supporting documentation for each test performed to include an outline detailing metrics that were identified.
  • Headed project to assist the cash department in the reconciliation of $650,000 in payments received but not applied to customer accounts.
Microsoft Excel Microsoft Office Agile Methodology Change Management Analysis Documentation Risk Management Incident Management Stakeholder Engagement Testing Methodologies Test Planning Analysis Auditing Business Development Call Center Change Management Compliance JIRA Mortgage Loan Processing MS InfoPath MS SharePoint Quality Assurance Quality Control Risk Assessment Risk Management
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BUSINESS ANALYST - BUSINESS OVERSIGHT & STRATEGIC SUPPORT
Banking/Financial
Nov 2010 - Jul 2018
Jacksonville, FL
  • Conducted a deep dive analysis on the cost of mailing letters to mortgage customers, which initiated an incentive to reduce the total number of letters managed from 420 letters to 195 letters by consolidating letter templates where applicable and decommissioning letters based on current laws and government regulations. Based on the analysis, reducing the letter inventory increased company revenue by $42,000 per month.
  • As part of a collaborative effort within the department, reduced the remediation inventory pipeline from forty remediation cases to six cases., while individually resolving six remediation cases between March 2017 through March 2018, while reducing the resolution average aging from 301 days to less than 170 days
  • Collaboratively worked with management and peers in creating the Business Oversight Strategic Support department by developing the process, drafting the procedures, developing a SharePoint site for tracking and reporting, creating JIRA cases, creating and communicating business requirements while also executing and resolving aged remediation cases.
  • Developed and then managed the internal quality control process for the letter coordination team. Lead the offshore transition of the QA process to offshore vendor in Manila. After the successful transition, managed the offshore team as it related to the QA function for letters.
  • Worked collaboratively with the business to develop, test and execute control reporting based on control gaps or business risks identified. Upon release responsible for the daily execution of the report, daily review for anomalies and distribution to the owning key stakeholders.
  • For each remediation case developed and executed; total population of data (data validation), data testing procedures, data testing grid, atonement proposal, planning proposal, drafted customer correspondence related to remediation, completed system adjustments and post remediation testing.
  • Executed audit and control reviews utilizing waterfall methodologies by completing population pulls, sampling, and execute testing surrounding data within a prescribed scope for specific departmental processes
  • Completed functional, non- functional, regression, UAT, end user and post production validation testing. Systemic and manual testing both completed while tracking and reporting anomalies within Application Life Cycle Management (ALM)
  • Daily distribution of production and control reporting to line level managers while also developing and providing weekly reporting to the leadership team. In addition, completed Monthly Business Review (MBR) for executive management.
  • Headed the Global Record Retention and Access Administration project for the Customer Assistance department within Mortgage Servicing. This required and entire enhancement to the process of record retention and access administration on shared spaces within the organization.
  • Share Point Administrator responsible for user access, creating/re-engineering web-pages and document libraries for manuals, guides and Standard Operating Procedures (SOPs)
Analysis Stakeholder Engagement Business Analysis Auditing Cabling Business Requirements JIRA CASE Manual Testing Pages MS SharePoint Project Management Quality Assurance Regression Testing Waterfall UAT Quality Control Change Management Process Improvement Business Development Technical Writing Microsoft Excel Microsoft Office Microsoft Publisher Analysis Auditing Business Development Business Requirements Call Center Change Management Compliance Functional Testing Incident Management Integration Testing JIRA Mortgage Loan Processing MS InfoPath MS SharePoint Project Management Quality Assurance Quality Control Regression Testing Risk Assessment Risk Management
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VERIFICATION ANALYST II/PROCESSOR
Professional/Consulting Services
Jun 2010 - Nov 2010
Jacksonville, FL
Completed forensic reviews of Processing and Underwriting of loan files which had completed Foreclosure to determine if there were fraudulent red flag indicators present. Confirm all parties to the transactions had valid licenses at the time the loan closed. Confirm and CPA letters and tax returns.
  • Processed MI claims and monitored work queue daily and perform task according to SLA requirements
  • Verify loan notes on the file and check loan status
  • Go through the file to make sure all documentations are there in order to move forward with the file.
  • Order Verbal VOEs
  • Upload documents to STMP
  • Contact Title Company if Title was not ordered and place the order
  • Obtain initial payoff letters and current Home Owner's Insurance
  • Review the Credit Report for particular information
Mortgage Loan Processing Forensic Auditing Root Cause Analysis Fraud Analysis Financial Services Regulation Microsoft Excel Microsoft Office Documentation Analysis Auditing Compliance Quality Assurance Quality Control Risk Assessment Risk Management
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CUSTOMER ADVOCACY - QUALITY CONTROL MANAGER
Banking/Financial
Jan 2006 - Apr 2010
Jacksonville, FL
  • Customer Advocacy handled all disputes received from consumers, attorney's, regulatory agencies and/or authorized third parties. Managed the incoming/outgoing dispute correspondence, customer assistance support requests, record retention, credit bureau dispute QC process and Customer Advocacy QC process.
  • Reduced the turn time from 5 business days to 2 business days for handling the receipt, analysis, assignment and retention of all company disputes. Reduced the turn time from 3 business days to 1 business day for the completion of the QC process for all company disputes. Reduced the turn time for the creation of Key Loan Transaction schedules for internal business partners (Legal, Compliance, Foreclosure, Bankruptcy) from 7 business days to 2 business days.
  • Team handled customer inquiries to identify and probe their situations and provide sustainable options to prevent default.
  • Gained knowledge and experience of various mortgage systems and platforms include: Mortgage Servicing Platform (MSP), Lender-Live, Lender Processing Services (LPS), Fidelity Workstations, and Citrix.
  • Conducted calibration sessions with the Customer Advocacy leadership and Risk Management leadership teams to identify control gaps and improve operational processes.
  • Developed and completed monthly scorecards for all associates on the correspondence, QC and record retention teams while ensuring that each associate received weekly feedback during scheduled one on one sessions.
Analysis Compliance Citrix Quality Control Project Management Risk Management Microsoft Excel Microsoft Office Analysis Call Center Compliance Mortgage Loan Processing MS SharePoint Quality Assurance Quality Control Risk Assessment Risk Management
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SERVICING RISK ANALYST II
Banking/Financial
Jan 2005 - Jan 2006
Jacksonville, FL
  • Identified risk and controls to implement Enterprise Risk Management Structure and developed measures of control effectiveness. Created and developed Risk & Controls (RCM) for documenting inherited risks, controls and control test plans for effectiveness.
  • Developed testing strategies for the following key mortgage operation areas: Corporate Governance, Loan Production/Origination, Underwriting, Regulatory Compliance, Pre and Post Funding Quality Control, Secondary Marketing/Interest Rate Risk Management, Servicing, Default Management, Investor Reporting, Document Custody, and Fraud Detection/Investigation
  • Conducted audit meetings with business owners to discuss scope, testing and results of the reviews. In addition, conducted monthly meetings to discuss performance with business owners and provided recommendations for efficient operational risk mitigation strategies
  • Reviewed client's policies and procedures, creating process flow charts, and communicating an effective risk and control structure to business areas.
  • Provided both internal and external audit oversight, participated in complex research activity, investigated and responded to quality exceptions and drove change through succinct communication and business partnerships.
  • Cooperated closely with the Internal Audit Department in terms of exchanging information and building framework for internal control in Bank's activities. Performed tasks related to credit risk, portfolio management and securities lending program.
Auditing Quality Control Test Planning Risk Management Compliance Microsoft Excel Microsoft Office Analysis Auditing Call Center Compliance Mortgage Loan Processing MS SharePoint Quality Assurance Quality Control Risk Assessment
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QUALITY CONTROL SUPERVISOR - COLLECTIONS
Banking/Financial
Aug 1999 - Jan 2005
Jacksonville, FL
  • Review calls and emails to ensure accurate information is being communicated to our clients' customers.
  • Recognize and report calls and email compliance violations.
  • Recognize quality, service, and customer experience during call and email interactions.
  • Review email communications for resolution, service, professionalism, composition, comprehension, grammar and spelling.
  • Provide product knowledge and skills training on a one-to-one basis with agents or in team meetings.
  • Provide monitor tracking, up-training development and training feedback as needed
  • Review and respond to credit reporting disputes received via E-Oscar application.
  • Review and respond to consumer complaints received from consumers, the client regulatory agencies or attorneys.
  • Review and respond to incoming correspondence received for restricted clients and states.
Compliance Training Quality Control Microsoft Office Analysis Auditing Call Center Compliance Quality Assurance Quality Control Risk Assessment
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IMAGING OPERATOR
Healthcare
Jul 1997 - Aug 1999
Jacksonville, FL
  • Handled the insurance administration of Mail-Handlers Benefit Plan", including but not limited to verifying ICD-9 codes, understanding of the benefit plan claims processing, auditing and quality control and user acceptance testing on new software or upgrades to the existing OCR software system.
  • Responsible for validating data interpreted by the OCR system to ensure accuracy of that data received from health providers for disbursement as part of the administration of the "Mail-Handlers Benefit Plan Insurance for the U.S. Postal Service.
UAT OCR Mail filtering End User Testing Microfocus Cobol
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Edit Skills
Non-cloudteam Skill
Education
Associate's in Business Administration& Management
Florida State College at Jacksonville, 2010 - 2013
Certifications
Accounts Receivable/Accounts Payable
University of Phoenix, 2019
Skills
Microsoft Office
2021
40
Risk Assessment
2021
40
Analysis
2019
39
Call Center
2019
39
Quality Assurance
2019
39
Compliance
2019
34
Microsoft Excel
2021
33
Auditing
2019
30
Mortgage Loan Processing
2019
28
MS SharePoint
2019
23
Quality Control
2021
20
Incident Management
2019
19
Quality Control
2018
19
Functional Testing
2018
18
Integration Testing
2018
18
JIRA
2019
18
Business Development
2019
17
Regression Testing
2018
17
Change Management
2019
14
MS InfoPath
2019
14
Business Requirements
2018
13
Risk Management
2021
13
Analysis
2019
12
Project Management
2018
12
Compliance
2010
11
Microsoft Publisher
2018
10
UAT
2018
10
Auditing
2018
9
Process Improvement
2021
9
Business Analysis
2018
8
Business Development
2018
8
Business Requirements
2018
8
Cabling
2018
8
CASE
2018
8
Change Management
2019
8
JIRA
2018
8
Manual Testing
2018
8
MS SharePoint
2018
8
Pages
2018
8
Project Management
2018
8
Quality Assurance
2018
8
Regression Testing
2018
8
Stakeholder Engagement
2019
8
Technical Writing
2018
8
Waterfall
2018
8
Training
2005
6
Risk Management
2019
5
Citrix
2010
4
Forensic Auditing
2010
1
Fraud Analysis
2010
1
Test Planning
2019
3
End User Testing
1999
2
Mail filtering
1999
2
Microfocus Cobol
1999
2
OCR
1999
2
Employ
2021
1
Agile Methodology
2019
1
Contract Negotiations
0
1
Documentation
2019
1
Financial Services Regulation
2010
1
Root Cause Analysis
2010
1
Sharepoint Designer
0
1
SQL
0
1
Strategic Planning
0
1
Systems Integration
0
1
Technical Writing
0
1
Testing Methodologies
2019
1
Testing Tools
0
1
Timeline
0
1
Training
0
1
Waterfall
0
1
Windows
0
1
Workbench
0
1
Languages
English, Fluent/Bilingual
Awards
4th Quarter/2014 - Customer Excellence - Exceeds Expectations, 2013
2nd Quarter/2017 - Customer Excellence - Building Lasting Relati, 2014
4th Quarter /2015 - Customer Excellence - Exceeds Expectations, 0
2nd Quarter/2017 - Customer Excellence - Exceeds Expectations, 0
4th Quarter /2015 - Customer Excellence - Doing the Right Thing, 0
3rd Quarter/2017 - Customer Excellence - Exceeds Expectations, 0
4th Quarter /2015 - Customer Excellence - Exceeds Expectations, 0
1st Quarter/2018 - Customer Excellence - Exceeds Expectations, 0
2nd Quarter/2017 - Customer Excellence - Owning Customer Issues , 0