Martina Faria

• Perform mortgage applications review to ensure that policies, guidelines and general underwriting procedures are followed and that prudent underwriting decisions were made.
• Provides coaching and training to underwriters.
• Approve, decline, and communicate the decision to the underwriter with the appropriate alternative solution.
• Mitigate risk within acceptable compliance tolerance versus growth.
• Increased participation in the continuous improvement of quality assurance methods and best practices.
• Maintain close contact with internal and external stakeholders involved in the activities of the mortgage unit.
• Aid in developing quality controls, credit policies, programs, procedures, and strategies that contribute to the growth of the unit.

• Thorough knowledge of Real Estate Secured Lending products, policies, processes and
related systems.
• Analyzed the application and the associated documentation to asses the reliability of the adjudication and condition fulfillment to ensure they are in line with the Bank's risk
management policy.
• Record file review findings, report unusual occurrences and potential fraudulent activity.
• Provide accurate and informative deficiencies for future submissions to Branch partners.
• Effectively analyze the application and documentation to provide accurate results.

• Provided quality service to customers and teammates by ensuring that all chargebacks were processed accurately to limit financial losses.

• Actively assisted, trained, and mentored new recruits.

• Knowledge of Visa Operating Regulations - Dispute Rules.

• Analyzed alerts to determine fraud probability.

• Maintained regular contact with customers and merchants on active investigations.

• Determined relevant issues and the root cause of the dispute to ensure a proper investigative plan was developed.

• Demonstrated the ability to identify concerns, flagged system flaws, and brainstormed ways to streamline processes that improved department efficiencies.

• Ensured that both the research and investigation were well documented in case commentary.

• Conducted necessary research and analyzed all the information obtained.

• Accurately documented the reasons and recommended conclusions.

• Assisted customers on a daily basis by ensuring that all their needs were met.
• Assisted the company expand into the Latin American Market by translating and editing communications in Spanish and Portuguese.
• Effectively built and maintained long lasting client relationships.
• Collaborated with the sales team to identify growth opportunities and develop sales strategies.
• Implemented client focused solutions to enhance sales volume.

• Wrote and edited texts that were published in Quebec's Anglophone media.
• Translated French documents written by the National executive into English.
• Wrote and edited internal and external communications in English to clarify party policy and administrative changes.

• Assisted customers and agents in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Completed manual ticket changes.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Posted and filed official documents.
• Wrote national communications for Health Canada and medical providers to clarify policy and administrative changes for the FNIHB program.
• Copyedited, proofread and revised company advertisements, print materials and press releases before dispersal.
• Adjusted claims for dental providers.