Microsoft
Crystal Johnson
Quality Control Analyst
Mechanicsville
Summary
Developed Financial Professional with extensive experience in regulatory compliance, underwriting, quality assurance, loan documentation and credit analysis. Strong background in financial services and financial products industries. Combined experience covers a broad range of technical and analytical skill sets. A top Performer that works effectively as an individual contributor as well as in team leadership roles leading, coaching, and mentoring team members. Coordinated group training initiatives on the department and group levels.
Overview
2025
2025
years of professional experience
4
4
Certifications
Work History
Loss Mitigation Specialist
Citizens Bank
3 2022 - Current
- Monitor pipelines to track and log status of loans.
- Proactively identifying solutions for customers experiencing hardships
- Working to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Use critical thinking to break down problems, evaluate solutions and make decisions.
- Utilize investors (FHA/VA/USDA,FNMA and FHLMC) guidelines and timeframes to assure the customer receives the best option available in the waterfall options within BITB
- Create detail notes and various actions in MSP to assure the loan is moving through the process properly
PPP Loan Processor
Capital One
08.2020 - 02.2022
- Collected all documentation required for loan submission
- Verified customers financial data and other required documents for accuracy and is compliant with SBA guidelines, prior to submitting to underwriting
- Provided quick turnaround times to maintain fast-past schedule.
- Created loan review cases and submit to SBA for review
- Developed partnerships and collaborate with other lines of business and functional areas to work on related processes
- Completed extensive research on customer complaints, documenting all events related to case
- Assigned research documents to Legal and Compliance to analyze and draft official response
Quality Productivity Coordinator II
SunTrust Banks
04.2014 - 02.2020
- Leading test teams on quality control testing within Servicing Operations Division (Claims, Private Mortgage Insurance, MERS, Taxes, Escrow, Cashiering, and Accounting)
- Manage and archive quality documentation and participate in internal and external quality audits
- Identify testing to be done and work with line of business management to obtain required resources
- Analyze current business plan, identify inefficiencies in existing processes, and track performance following implementation of improvements
- Successfully leading key projects resulting in improved risked ratings of 98% or better
- Provide input to development of personal performance goals and departmental objectives. Analyze, monitor, and maintain reporting within QC database for tracking case findings and accommodations for root cause analysis and process improvement
Senior Quality Control Analyst
SunTrust Banks
09.2010 - 04.2014
- Provide input to development of personal performance goals and departmental objectives
- Capitalized on Six Sigma and Lean methodologies to plan, schedule and manage all activities related to the successful implementation of numerous projects
- Establishing good working relationships with third party vendors including attorneys, appraisers, title companies, investors, and mortgage venders
- Provided data collection and analysis for the streamlining of operational processes
Quality Control Analyst
SunTrust Banks
07.2009 - 09.2010
- Developed, created, and implemented departmental procedures for internal groups as needed and ensured all were in standardized and acceptable corporate formats
- Provided specific subject matter expertise to mortgage operations staff regarding underwriting guidelines and product offerings
- Routine review of line work (re-underwriting of current default pipeline FHA loans), determining claim status
- Created underwriting checklist, process maps, and reference guides
- Conducted training with new teammates, covering all areas of process
Mortgage Loan Specialist
SunTrust Banks
04.2005 - 07.2009
- Worked with warehouse banks to manage shipment of collateral documents
- Completed post-closing quality control evaluations of originated mortgage loans
- Consulted with outside vendors to identify and resolve loan closing issues
- Created working relationships with other Financial Institutions
Education
High School Diploma -
EC Glass High School
Lynchburg, VA 09.1988 - 2020.06
Skills
Loan processing knowledge
FHA loan process background
Loan documentation
Processing loan applications
Certification
Lean Six Sigma
Software
MSP/Black Knight
MLCS
Salesforce
NCino
Snowflake
SBA
Touch Point
DocuSign
BITB
Timeline
PPP Loan Processor
Capital One
08.2020 - 02.2022
Quality Productivity Coordinator II
SunTrust Banks
04.2014 - 02.2020
Senior Quality Control Analyst
SunTrust Banks
09.2010 - 04.2014
Quality Control Analyst
SunTrust Banks
07.2009 - 09.2010
Mortgage Loan Specialist
SunTrust Banks
04.2005 - 07.2009
High School Diploma -
EC Glass High School
09.1988 - 2020.06
Lean Six Sigma
Real Estate Certification
Government Insuring Certification
Real Estate -Virginia Prelicense Course
Loss Mitigation Specialist
Citizens Bank
3 2022 - Current
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