Nancy M. Mullens is seeking a position that utilizes her communication, critical thinking, customer service, and leadership skills. She has over 10 years of experience in financial services, mortgage lending, and customer service roles. Her experience includes positions as a mortgage loan processor, trainer, operations consultant, and various customer service roles at banks. She is proficient in regulatory compliance, problem solving, and account management.

1. Nancy M. Mullens
827 Sebring Dr. Apt. 102, Rock Hill, SC. 29730
803-524-9536 nancymullens1@hotmail.com
OBJECTIVE
I am seeking a position that provides an opportunity for growth and utilizes my communication and critical thinking skills. In
addition, I am striving for a position that takes advantage of my customer service and leadership experience.
Qualifications
● Team Leader ● Excellent Oral &Written Communications
● Regulatory Compliance ● Innovative Problem Solving Strategies
● Account Management ● Quality & Production
Professional Experience
Carolina’s Premier Mortgage, Fort Mill, SC 08/2015­present
Mortgage Loan Processor
 Collect required documentation from applicants and follow up on missing items.
 Establish, maintain, and update files, databases, records, and/or other documents.
 Order credit reports, verification of employment and verification of rent/mortgage, all applicable title work.
 Compile documents for customer files and enter intakes to Data Management System for processing and assessment.
 Assure that all customer files are complete and in compliance with regulatory agencies and internal policies.
 Ensure customer privacy, security of files and appropriate staff access.
 Prepare fund request documents for wiring funds to closing.
Bank of America, Charlotte, NC 07/2014 to April 2015
Proficiency Coach/Trainer­ Anti­Money Laundering, Global Technology Operations Compliance
 Provide governance and regulatory change updates on a regular basis.
 Provide group and individual training to associates for OFAC remediation.
 Provide management support to coach associates to identify areas of opportunity to improve the quality of work.
 Provide individualized coaching for all associates on BOSS account restrictions and account closures.
 Partnership with team management and unit management to provide consistency within the line of business.
 Maintain pipeline report and notify management of status as needed.
Bank of America, Charlotte, NC 10/2012 to 07/2014
Operations Consultant – DSCR
 Managed a pipeline of executive level complaints made directly to the Office of the CEO/President of Bank of
America from elected officials, regulatory agencies, attorneys, and individuals.
 Provided a written response to complainant addressing all concerns that adhered to all Bank of America policies and
procedures and minimized legal, reputational, and operational risk to the bank.

2.  Maintained top level production and quality scores with internal audits.
 Maintained consistent communication with internal and external business lines.
Bank of America, Charlotte, NC 10/2010 to 10/2012
Home Service Specialist, Quality Control and Proficiency Coach/Trainer
 Provided top level customer service to default customers inquiring home assistance options to avoid foreclosure.
 Proficient knowledge in all home assistance options and working closely with customers to determine options
available.
 Consistently providing top level production and quality.
 Reviewed underwriting packages and provided quality scores to associates.
 Proficiency Coach for the document team and customer relationship managers.
 Provide individualized coaching to improve the quality of work.
 Provided daily updated policies and procedures to the teams to minimize risk to the bank.
 Provided classroom training for on boarding associates new to the role.
 Provided classroom training in properly handling accounts in bankruptcy, litigation and meditation.
 Partnership with team management and unit management to provide consistency within the line of business.
Wells Fargo Home Mortgage, Fort Mill, SC 06/2010 to 10/2010
Loss Mitigation Loan Specialist
 Provided top level customer service in mortgage loan collection of monthly payments or repayment plans.
 Collected customer financial information to determine the options available.
 Made inbound and outbound mortgage collection calls to provide home loan assistance option information.
 Maintained consistent communication with team and management
 Received high performance scores that exceeded company goals set for collection associates.
Colonial Credit, Rock Hill, SC 01/2010 to 06/2010
Loan Officer
 Responsible for all office opening duties to ensure that the business is prepared for the day.
 Responsible for regulating a cash drawer and making night deposits.
 Responsible for taking loan applications for personal loans, approve qualified applications, and complete the loan
closing.
 Made collection calls on delinquent accounts, reviewed credit bureaus, and provided skip tracing.
 Provided payment arrangements and offer loan refinancing on qualifying accounts.
CitiFinancial, York, SC 07/2008 to 07/2009
Senior Branch Account Executive
 Responsible for office opening duties, regulating a cash drawer, and making afternoon deposits.
 Responsible for taking applications for personal loans and home equity loans, and complete the loan closings.

3.  Maintained top level knowledge and sells in insurance products.
 Made collection calls on delinquent accounts, set up payment arrangements, adjustment of terms, and refinancing.