Lendee Reyes

As a Home Lending Origination Support Specialist II, I focused on pipeline tracking, which serves as the operational link between loan officers, underwriters, and third-party vendors. Their primary objective is to ensure that loan files move through the "origination to closing" pipeline without delays by proactively monitoring milestones and resolving documentation gaps.

Key Responsibilities.

• Pipeline Management & Monitoring: Track an individual or team pipeline of active loan files, ensuring real-time status updates in the Loan Origination System.
• Pipeline Management & Monitoring: Track an individual or team pipeline of active loan files, ensuring real-time status updates in the Loan Origination System (LOS), such as Encompass, Calyx, or LendingPad.
• Milestone Tracking: Monitor critical dates including rate locks, appraisal delivery, and conditional approval deadlines to prevent "pipeline fallout".
• Condition Clearing: Assist in gathering and verifying underwriters conditions (e.g. income, credit history, and employment verification. documentation, credit reports, and income statements. pay stubs, bank statements, and tax returns to satisfy underwriting requirements.
• Third-Party Coordination: Order and track progress on essential external reports, including appraisals, flood certifications, title searches, and homeowner’s insurance.
• Stakeholder Updates: Provide structured milestone updates to internal partners (Mortgage Processors, Underwriters, and Home Loan Advisors).
• File Integrity Scrubbing: Review completed loan packages for accuracy and compliance before final submission to the 'Clear to Close' stage.

HOI Policy Review & Pipeline Support

• HOI Policy Forensic Review: Conduct detailed screening of Homeowners Insurance (HOI) policies to ensure coverage meets specific GSE (Fannie Mae/Freddie Mac) and lender guidelines, including dwelling replacement cost, deductible limits, and correct mortgagee clauses.
• Coverage Validation & Compliance: Verify that policy effective dates, property addresses, and premium amounts align with the Loan Estimate and Closing Disclosures to prevent last-minute "cash-to-close" discrepancies.
• Escrow Account Reconciliation: Coordinate with insurance agents to obtain final invoices and paid-in-full receipts, ensuring the aggregate escrow account is correctly funded at the time of closing.
• Evidence of Insurance (EOI) Indexing: Meticulously index and upload validated EOI documents into the Loan Origination System (LOS), ensuring the file is 'Clear to Close' with no outstanding insurance conditions.
• Third-Party Agent Liaison: Act as the primary point of contact for insurance carriers to resolve policy errors or missing endorsements, preventing pipeline bottlenecks during the final underwriting stage.

Payoff & Equity Management

• Strategic Payoff Ordering: Manage the end-to-end request process for official payoff statements from external lenders, ensuring all per diem interest and administrative fees are calculated for an accurate Closing Disclosure (CD).
• Buyout & Equity Buydown Execution: Facilitate complex equity transactions, including owner buyouts, or interest rate buydowns, calculating the specific funds required to reduce principal or offset monthly payments according to investor guidelines.
• High-Precision Data Entry: Execute the manual entry of payoff figures and equity adjustments into the Loan Origination System (LOS), ensuring 100% accuracy to prevent post-closing ledger imbalances or "short-funded" loans.
• Financial Document Validation: Analyse incoming payoff letters for "good-thru" dates and wire instructions, validating or discarding documents that are expired or contain mismatched account data.
• System Indexing & Evidence Clearing: Securely upload and index final payoff and buydown agreements into the digital loan file, "clearing" the associated underwriting conditions to move the file to Clear to Close status.

• As an Email Support Specialist, I am a non-voice customer service professional who manages and resolves customer inquiries primarily through written communication. We act as the 'voice of the brand,' ensuring that responses are prompt, accurate, and professional, to maintain high customer satisfaction (CSAT).
• Provided expert email support to clients, addressing inquiries and resolving issues efficiently.

Key Responsibilities.

• Inquiry Resolution: Read, analyse, and respond to high volumes of customer emails regarding orders, billing, technical issues, and product information.
• Queue Management: Prioritise and manage email inboxes or ticketing systems (like Zendesk or Freshdesk) to meet strict Service Level Agreements (SLAs), such as responding within 24 hours.
• Documentation & Escalation: Accurately log all customer interactions in a KANA system, and escalate unresolved or sensitive cases to higher-level teams or managers.
• Data Integrity: Handle sensitive customer information securely and update account records with precision.
• Collaborated with cross-functional teams to enhance service delivery and improve customer experiences.
• Perform critical updates to customer profiles, including address changes, power of attorney (POA) designations, and account status modifications (e.g.}. Placing/removing freezes, ensuring every action aligns with the Bank's policy, federal laws, and guidelines.

Hybrid-Training Subject Matter Expert (SME) | Debit Card Inventory & Forensic Operations

Strategic Financial Operations leader with a mastery of the end-to-end debit card dispute lifecycle, from initial claim creation to high-stakes arbitration. Recognized as an SME in technical document preparation, specializing in the rigorous screening, validation, and forensic indexing of evidence required to win complex financial disputes and mitigate bank loss.

As a high-level SME, I was directly responsible for the reconciliation of loaded documents, conducting final audits to categorize evidence as valid, invalid, or discarded. I managed the critical "dispositioning" process—ensuring only verified data moved to investigation while securely discarding non-compliant or fraudulent files to maintain system integrity and audit readiness.

A proven transformational trainer, I led the upskilling of 15+ representment specialists, designing and facilitating comprehensive curriculum across classroom, Zoom, and live production environments. I successfully transitioned these teams from basic representment tasks to advanced competencies in document validation and system-of-record indexing, ensuring all evidence packages were compliant with Reg E/Z and GLBA standards.

Expert at managing high-volume claims inventories, providing technical leadership to both specialists and supervisors, and maintaining 100% data integrity in fast-paced, high-stakes banking environments.

A Debit Card Disputes Inventory Management specialist oversees the complete lifecycle of transaction disputes, ensuring the bank recovers funds while remaining compliant with federal regulations and network rules. This role is high-stakes, as it directly impacts the bank’s Loss Mitigation and Regulation E compliance.

Core Responsibilities: The End-to-End Process

1. Dispute Intake & Case Creation

• Initiate formal dispute cases by interviewing customers to determine the appropriate Reason Code (e.g., unauthorized use, merchandise not received, services not rendered, or ATM discrepancies).

2. Inventory & Pipeline Management

• Manage a high-volume "inventory" of active claims, prioritizing cases based on Reg E statutory deadlines (e.g., 10-day provisional credit windows) to avoid regulatory fines.
• Monitor "stalled" cases to ensure no claim exceeds the maximum allowable resolution timeframe (typically 45 or 90 days).

3. Documentation Analysis & Verification

• Analyze and verify supporting documents (receipts, police reports, merchant correspondence) provided by the customer for authenticity.
• Validate all evidence against internal transaction logs and upload verified files into the system of record with precise indexing for audit readiness.

4. Investigation & Evidence Building

• Gather "compelling evidence" to challenge merchant rebuttals, utilizing tools like Visa Resolve Online (VROL) or Mastercard Mastercom.
• Perform deep-dive research into merchant profiles and transaction metadata to identify "friendly fraud" or recurring dispute patterns.

5. Account Maintenance & Financial Adjustments

• Perform precise account maintenance, including issuing provisional credits, reversing fees, and processing final chargeback adjustments.
• Ensure the bank's general ledger stays balanced by accurately moving funds between the customer account and the bank’s suspense accounts.

6. Arbitration & Final Resolution

• Manage the "Pre-Arbitration" and Final Arbitration stages for high-value contested claims.
• Submit the final "ruling request" to the card network (Visa/Mastercard), acting as the bank’s representative in the binding legal-equivalent stage of the dispute.

Directed investigations into reported fraud cases to uncover recovery opportunities.

Oversaw tracking operations for the recovery of funds in collaboration with banking partners.

• Managed complex chargeback processes to ensure compliance with Visa and Mastercard regulations, enhancing transaction success rates.

Managed high volume of inbound calls, addressing inquiries on mortgage accounts effectively.

Assisted customers in navigating the home loan process by clarifying underwriting conditions and loan terms.

Resolved customer complaints with empathy and logical judgement, ensuring satisfaction throughout the experience.