1. Felicia H. Gartrell
8787 Southside Blvd., Unit 2609
Jacksonville, Florida, 32256
904-333-8766
felicialeonard@gmail.com
Dear Hiring Personnel:
I am writing in response to a current opening with your company. The position requirements and
my skills are a perfect match. As you will see from the enclosed resume, I have almost 15
years of experience in the mortgage industry. My resume reflects that I have been consistently
rewarded for diligent work with promotions and expanded responsibilities. These rewards are a
direct result of my knowledge and skills in the mortgage industry as well as my commitment to
personal and professional excellence along with my excellent written and oral communication sk
ills. I have the educational background, professional and years of experience for which you are
seeking. I am currently pursuing a degree in Social Science with a minor in Finance
Management. Additionally, I am self motivated, enthusiastic and would be pleased to have an o
pportunity to contribute to your company’s success. Ican assure you that meeting with me will n
ot be a misuse of your time and I can make myself available at your convenience either during o
r outside of normal business hours.
Sincerely,
FeliciaH. Gartrell
Felicia H. Gartrell
Enclosure

2. Felicia Gartrell
8787Southside Blvd., Unit 2609
Jacksonville, Florida, 32256
904-333-8766
felicialeonard@gmail.com
Professional Experience
 Mortgage Origination & Servicing
 Quality Control/ Business Analyst
 Underwriting
 Processing
 Pricing/Accounting
 Customer Service/Collection
 Default/ Loss Mitigation
 Acquisitions/Repurchase
Employment History
JPMorgan Chase & Co. (Robert Half Strategic Accounts for 3 months then transitioned into a FTE)
– Jacksonville, FL –02/2016 to Present
Business Analyst
 Review Fannie Mae Servicing and other GSE guide and identify actionable requirements for servicers.
 Review operational procedures and align with Fannie Mae Servicing Guide and other GSE requirements.
 Develop tracking methodologyfor the above activities.
 Reportdaily on progress and issues/risks.
 Responsible for assessing cross impacts as partof projectsupport,which includes working directlywith the LOB
VPs to make recommendations on process changes and define implementation roadmaps.
 Will routinelycreate and edit departmental policies and procedures based on LOB,Regulatory, Default, or Risk
changes.
 Assistin the developmentofprocedure and/or policy changes,process flows and presentations.
 Develop, testand implementdaily,weekly, monthly, and ad hoc reports that enable data driven business
decisions. Involves analysis and meaningful interpretation ofresulting data
 Automate all steps ofreport production to complywith control requirements
 Leads operational and/or technical tasks/projects/assignments as assigned end to end to identify all potential
problems and how to solve for them. Articulates issues and risks to management.Provides supportto
departmentto ensure timelycompletion.
 Maintains proper risk and control environment:Adheres to compliance with audit,legal,and /or regulatory
requirements
 Assistin creating UAT test scripts and leverage them in UAT test validation
 Write and maintain data base queries to supportbusiness initiatives
 Design and documentreporting requirements as defined bythe business
 Documentall data sources and code used in data analysis and reporting
 Participate in projectactivities that include a reporting deliverable
 Assists in the translation ofbusiness requirements into technical solutions
 May involve coordination of Financial Services responses to Internal and External Exams and Audits
 If applicable coordinates with Offshore staffto complete responsibilities.
 Assists in writing Use Cases,Business Requirements Documents,tracking defects,tracking resolutions,and
providing summaries for management.Troubleshoots production issues and recommends corrections or
changes.
 Preparation of monthlytechnical investor reports and reconciliation's in accordance with Agency and Private
Investor Requirements and internal standards and procedures.

3. EverBank – Jacksonville, FL -- 07/2012 to 06/2015
Enterprise Servicing Quality Control Auditor II/ Repurchase-Acquisition Compliance Coordinator IV
/Enterprise Priority Servicing Coordinator
 Conductmonthlyaudits,by reviewing defects noted monthlyto determine rootcause,and downstream effects
and partner with the applicable business partner to develop a comprehensive and affective managementaction
plans.
 Stay abreastof new regulatory, and mortgage products to ensure the banks qualitycontrol plan and policies and
procedures are updated accordingly.
 Ensures audits assigned are completed within the required timeframe,and monthlycompetencytesting,supports
a 98% accuracy rate.
 Ensures sample populations are notjeopardized,and reviews are conducted in the banks designated Quality
Control software.
 Provide guidance and serve as a mentor to less experienced Servicing QC Auditors.
 Maintain lines ofcommunication with servicing supervisors/managers to stay informed ofprocedural and staff
adjustments
 Identify opportunities to enhance the effectiveness ofthe departmentpolicies and procedures
 Helps develop comprehensive and affective managementaction plans with the applicable business manager.
 Make recommendation,to enhance quality throughoutthe bank.
 Special Projects as defined by the Quality Control Senior Manager
 Ensure that records retained in accordance with regulatoryand internal record retention requirements.
 Arrange necessarycross departmental training in the event procedures and/or processes are changed.
 Assist Repurchase Supervisor in repurchase and claim demands.
 Primarily review Fannie Mae’s QAS system daily for Demands in addition to other demands
 Determine what breach of the Purchase and Sale is violated, if seller is responsible and place them
on notice.
 Recovery of funds from seller for a violation of the Purchase and Sale Agreement.
 Identification of timely and effective resolutions to violations.
 Reconciliation of Acquisition General Ledgers.
 Work with Sellers and Internal Departments to obtain missing documentation.
 Maintain and update tracking of requests.
 Acted in role of Processor/Jr. Underwriter upon receipt of repurchase claims by reviewing mortgage
credit/collateral package to determine if applicable guidelines were followed by reviewing regulatory
compliance related documents to ensure conformity with federal, state and local regulations
 Verified and calculated borrower income, credit worthiness, property value and clear title.
 Submitted an appeal or concur based on findings and submitted appropriate recommendations
subject to management approval based on underwriting guidelines.
 Resolve escalated calls / issues received by executive offices, regulatory agencies, customer service
escalation team, management, legal department, and loan investors.
 Research / respond to default related Presidential Complaints, Regulatory (OCC, CFPB, BBB, etc.)
and Attorney inquiries received via written correspondence and telephonically.
 Analyze customer financial information and offer/reject loss mitigation programs, Conduct
 independent review of prior loss mitigation packages, foreclosure referrals, et al to ensure integrity of
processing and that all state, federal, regulatory and investor guidelines were satisfied.
 Remain aware of new investor/regulatory compliance updates pertaining to servicing / origination
 Pay tax, hazard items along with processing loan payments via internet, generate payoff quotes and
analyze escrow accounts.
 Generate payoff requests while working with other departments to resolve issues and inquiries.
 Communicate effectively at all levels (ie: executives, customers, and attorneys).

4. AHMSI (American Home Mortgage Servicing, Inc. /Homeward Residential) - Jacksonville, FL
-- 06/2011-07/2012
Relationship Manager II
 Counsels and guides the customer to help reinstate their mortgage loan or to complete preferred
workout alternative based upon their circumstances while complying with all investor and insurer
guidelines.
 Analyzes customer’s situation and collateral risk to present alternative solutions including Special
forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales,
and Deed in Lieu. Pursued resolution on referrals of non-delinquent customers who request
alternatives to allow ownership retention.
 Identifies, negotiates and pursues appropriate loss mitigation option which best maximizes
customer satisfaction and investor return.
 Determines and implements proper processes and procedures to solve customer problem and
satisfy customer investor/insurer guidelines.
 Followed up to insure that all required documentation has been requested and received from the
customer. Coordinates activities with Home Retention Fulfillment to insure timely and accurate
responses.
 Interact with branch, title companies and attorneys while making decisions based on expert
knowledge of corporate policies and guidelines, state and federal laws regarding lending and
keeping abreast of new and changing laws (FNMA,VA,FHA, FHMLC, REG X & Z, FDCPA,
HMDA, RESPA, Dodd Frank, etc).
Wachovia /WellsFargo - Jacksonville, FL -- 08/2009-06/2011
Foreclosure Specialist/ Mortgage Collector
 Perform collateral document (Note, Deed, and Assignment) assessments and possess a good
working knowledge of lending products and regulations. Interact with branch, title companies and
attorneys while making decisions based on expert knowledge of corporate policies and
guidelines, state and federal laws regarding lending and keeping abreast of new and changing
laws.
 Exhibit high skill level of portfolio management through effective time management, maximizing
recovery opportunities and analytical audit skills. Knowledge of all legal activities including asset
searches, credit reporting, title searches and loss mitigation.
 Ensure minimal exposure to the corporation by performing an analytical examination of all
approved loans. Analytical skills to review legal materials and documentation to make
recommendations and take proper action to limit exposure and obtain successful outcomes.
 Operate rate within banks guidelines and policies. In addition, to Federal and State laws.
 Maintain service level agreements.
 Collect on home loans, from 30-day accounts to delinquencies, such as active foreclosures.
 Responsible for analyzing the customer's financial situation and making recommendations on
loan modifications/workout options to resolve delinquency.
 Identify, maintain, track and log requested documentation for loan modification review. Notify
customers of loan modification decision, status, options, timelines, coordination touch points, and
customer obligations through the process.
PHH Mortgage (Contemporary Staffing Solutions) - Jacksonville, FL 04-08/2009
Loan Processor Assistant (LPA)
 Guide customer through entire home financing - origination to closing.
 Review all documents before submission to underwriting. Obtain and review documents for
acceptability against loan conditions.

5. PHH Mortgage (Contemporary Staffing Solutions) …….continued
 Review the credit reports of the mortgage buyer along with verifying borrower's credit history in terms
of debts, assets and payments.
 Review mortgage credit package to determine if applicable guidelines were followed in verifying and
calculating borrower income, credit worthiness, property value and clear title.
 Quote and lock interest rates, runs sales concessions in competitive situations.
 Obtain additional documentation needed from all sources.
 Reviewed flood, tax certificates and surveys noting all issue’s upon receipt,
 Review regulatory compliance related documents to ensure conformity with federal, state and local
regulations.
 Prepare buyers for closing by setting dates with Construction Managers, Lenders and Title Office.
Bank of America - Jacksonville, FL -- 05/2004-04/2009 and 10/2002-01/2003 (Spherion)
within six years. (Head/Senior, GovernmentPricingCoordinator;Small Business/Model Online Banking
Specialist;Consumer Collateral Receipt;TransactionProcessor;Loan Solutions ResolutionAuditor;SupportII
Auditor/LTPFCoordinator)
 Assisted underwriters prepare closing packages on mortgage desktop (LP & DU), by handling
VA, FHA and Conventional loans.
 Processed and prepared for closing retail mortgage loans (conventional and government,
purchase and refinance) under various loan programs in accordance with policies & procedures,
registered loans on the origination system.
 Receive updates for lock-in request/extensions. Reviewed rate locks and point objectives for
accuracy, ensure overage and underage is approved as well as waiver of any fees, set up files.
 Submit and validate the information through the Pricing Engine, confrim-pricing validation. Enter
upfront fees pertaining to credit card/debit card only.
 Enter appraisal/property, Home Builder (HBD), automatic payment transfer service (ACH),
borrowers protection plan (BPP) banking center referral, and title company/closing agent
information as received from the Account Executive.
 Developed, implemented and applied pricing training guide to aide in the training of new
associates.
 Cleared audit reports: validate/clear erroneous reports (SAR & Pricing), and maintain status of
reports.
 Assisted other departments that were behind or under staffed (Closing, Processor).
 Complete HMDA scrub, USPS and flood cert validation, and HVCC appraisal validation
 Support model and small business clients, check account balances, and view transactions activity for
checking, savings, and personal credit card accounts.
 Assist business clients set up online banking accounts for themselves and authorized users.
 Additional duties included: quality control of trailing documents, collateral mail, de-prep/prepping,
and file room responsibilities (labeling, matching and pulling documents).
 Received closing package documents and reviewed the H.U.D/ Settlement statement, Notice of
Right to Cancel, and Truth and Lending to ensure regulatory, legal and investor guidelines are
met.
 Process any required payoffs and ensured security instruments are correct and mailed for
recording per documented timelines.
 Corresponded with personal banker and H.S.S in order to assure guidelines were met I would
clear any outstanding conditions and when necessary taking/sending the appropriate corrective
action/letter. Once cleared and in compliance I would book the loan, forward to servicing and
funded the loan.
 Received subprime mortgage loans, transferred selected Mortgage Documents to imaging.
 Ordered funding checks and processed wire request.
 Worked independently and maintained a low error rate while also training new associates, and
consistently exceeded loan review quotas.

6. Netbank/Spherion - Jacksonville, FL -- 01/2003-05/2004
H.U.D Originator/Jr. Underwriter
 Analyze underwriting guidelines to determine the documentation and lock/pricing requirements on
loan level basis.
 Acquire necessary information to obtain loan decisions while assisting Loan Officer in maintaining
customer relationship.
 Review information obtained from Loan Officer for accuracy and completeness. Assessed loan
attributes and documentation for soundness and accuracy.
 Determined appropriate recommendations subject to management and underwriting guidelines.
 Reviewed evaluated and synthesized data to certain loan viability and identify the risk issues and
potential fraud. Independently performed financial analysis on borrowers.
 Order all necessary exhibits for appraisals and credit reports, check alternative documentation for
accuracy and potential problems, ordered title insurance, closing protection letters, wire
instructions and escrow fee’s for all files within pipeline.
 Responsible for running AU underwriting systems to generate conditional approvals on all loans.
 Run credit report, Real quest, mini title and preliminary housing violation searches.
 Review corporate and individual tax returns, review property rent rolls and operating statements,
analyze credit reports and payment history. Communicates with broker to collect missing
submission documents.
 Recalculate DTI ratios to ensure program parameters are met. Review and update when
applicable HUD-1, disclosures and closing documents including loan product parameters, as
expressed on Note and riders, TIL disclosures and components.
 Follow up with all third party vendors (Appraisals, Credit and Title) to ensure delivery of required
reports.
 Coordinate with buyers, sellers, title companies, escrow agents, surveyors and real estate agents
to obtain additional documentation.
 Assisted in identifying, recommending and/or negotiating alternative loan requirements, funding
and/or loan structuring solutions.
 Maintained current knowledge of market conditions and company lending guidelines.
Education
Jacksonville University – Jacksonville, FL
Bachelor of Science, Pending (Pursuing a Degree in Social Science, with a triple Minor in Finance Management,
Psychologyand Sociology)
Other Experience
SAS, SQL, Business Objects,Data Marts, Info1, Computer Applications, Practical Computer/Key Skills, Sprea
dsheet, A/S 400, DB2, Teradata, SSRS, SAS/Graph, and Oracle environments, QuickBooks, Lotus 1,2, and 3,
Windows , M/S Office NT , M/S Suites, Word Pro, Word Perfect, 4 Years of Spanish, Legal
Terminology, Oracle based tool Change Manger, QAS, ACES, Dart, MSP, DU/LP, Document Direct, LP,
LINX, BOSS/FAST, JIBA, FDES, File net, Right Fax, 24Hours Mortgage Broker Training, LEAN, Credit
Signer Courses, 8 MBA courses in Bankruptcy Essentials, Escrow Essentials, Insurance Servicing, Fraud
Detection for Mortgage Servicers, Loss Mitigation, Special Loan Administration I, Special Loan
Administration II, Understanding Truth in Lending, Extensive knowledge of all aspects of mortgage
Servicing, Origination and Default, Strong working knowledge of the following Default areas: Bankruptcy,
Foreclosure, Default Accounting Claims, Collections, Loss Mitigation, Default Cash, Default Reporting,
SCRA (across all investors), etc……