Kimberly Brinkley
@kimberlybrinkley
Senior Issues Management & QA Analyst improving mortgage servicing compliance.
United StatesWhat I'm looking for
I’m a results-driven mortgage servicing professional with extensive experience in issues management, root cause analysis, and supported digital/technical system expertise. I own the end-to-end issues management lifecycle—from identification through remediation, validation, and closure—while investigating escalated issues tied to regulatory complaints and customer impact.
I’ve led quality assurance reviews of complex servicing responses to ensure regulatory adherence and internal control standards, then translated findings into clear requirements and sustainable fixes. I also strengthen performance by navigating servicing platforms and data flows/mapping, using UAT, regression, and post-production validations to identify defects and support compliant release delivery.
Experience
Work history, roles, and key accomplishments
Sr Issues Management Analyst
Freedom Mortgage
Dec 2024 - Present (1 year 6 months)
Owned the end-to-end Issues Management lifecycle for escalated servicing issues tied to regulatory complaints, including QWRs, RFIs, NOEs, CFPB cases, and Attorney General inquiries. Conducted quality assurance and root cause analysis to define remediation, validate fixes via UAT/post-production checks, and close issues with control-aligned documentation.
Led mortgage servicing digital product work across concept-to-release execution, running UAT, regression testing, and post-production validation to identify defects and ensure regulatory-aligned system functionality. Drove customer engagement improvements recognized by the 2024 ICE/MSP Innovation Awards, helping achieve 93% digital platform adoption, while translating release updates into clear st
Managed end-to-end investigation and remediation workflows for complex servicing issues, from identification through validation and closure. Delivered weekly and monthly reporting and partner-led process improvements by identifying systemic trends and tracking progress toward resolution.
Mortgage Servicing Digital Analyst
Chase Home Mortgage
Jan 2007 - Feb 2013 (6 years 1 month)
Managed mortgage servicing lifecycle activities from concept through implementation by executing UAT, regression testing, and post-production validation to ensure business and regulatory expectations were met. Reviewed HAMP and in-house modification eligibility, served as an escalation point across underwriting and compliance/risk, and supervised quality output for accuracy.
Education
Degrees, certifications, and relevant coursework
University of North Texas
Bachelor of Business Administration, Business Administration
Earned a Bachelor of Business Administration from the University of North Texas, completed in June 2005.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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