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Skills

  • Business process reengineering skills
  • Sales professional
  • Bank security expert
  • FHA loan process background
  • Business intelligence tools for mortgage reporting
  • Auditing procedures based on Lean
  • Business Development
  • Banking and financial software proficiency (SAP)
  • Familiar with account coding
  • Cross-functional team collaboration

Work Experiences

  • Achieved a 61% reduction in processing time.
  • Reviewed and edited loan agreements to improve efficiency and accuracy.
  • Used effective networking to identify and capitalize on community business opportunities.
  • Addressed loan underwriting and approval delays.
  • Achieved Lean renewal for 2019.
  • Closed 12 loans within the past year.
  • Achieved industry-best customer experience scores.
  • Adopted lean management techniques.
  • Analyzed customer feedback and adjusted service offerings, boosting customer satisfaction scores by 60% over three years.
  • Improved customer retention by 6% by resolving escalated customer issues.

Summaries

  • Achieved a 29% decrease in delinquency rates for high-value properties.
  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 24% reduction in loan defects.
  • Mortgage Operations Manager with 18 years of successful cross-functional collaboration and process improvement experience.
  • Mortgage Operations Manager is a multi-talented Mortgage Operations Manager who is consistently rewarded for planning and operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Objective Miscellaneous leader who has led financial systems and programs to success.
  • Regulatory requirements and successful strategies for maintaining optimal controls are well-understood.
  • Achieved a 67% improvement in loan quality.

Accomplishments

  • Collaborated with team of 11 in the development of initiative.
  • Collaborated with compliance and underwriting teams to introduce a more rigorous risk monitoring process, improving loan approval accuracy by 30%.
  • Delivered 23% cost savings through business process reengineering, resulting in reductions in overall resource utilization while increasing loan processing volume.
  • Resolved product issue through consumer testing.
  • Documented and resolved framework which led to program.
  • Improved branch efficiency by 32% through the implementation of cutting-edge mortgage reporting and performance tracking methods.
  • Improved service levels and reduced customer complaints by implementing targeted performance management and KPI tracking across all mortgage operations departments.
  • Led a cross-functional team to implement a real-time reporting system, enabling more precise risk assessments and increasing loan approval speed by 16%.
  • Introduced new business intelligence tools which improved data-driven decision-making, increasing loan origination team’s performance by 35%.
  • Played a leading role in the integration of digital signature technology, reducing overall loan closing times by 11 days.

Affiliations

  • Credit Risk Certification (CRC) Program Member
  • National Association of Mortgage Brokers (NAMB) Affiliate
  • Freemason
  • Project Management Institute
  • Financial Services Institute (FSI) Membership
  • Participation in the California Mortgage Bankers Association (CMBA)
  • National Reverse Mortgage Lenders Association (NRMLA) Member
  • Appraisal Institute (AI) Affiliation
  • National Association of Social Workers
  • Mortgage Action Alliance (MAA) Member

Certifications

  • Risk Management Certification (RMC) - American Bankers Association (ABA)
  • Executive Certificate in Financial Management - initiative
  • Fair Lending Compliance Certification - Summit Group
  • Certified Public Accountant (CPA)
  • Servicing & Default Management Certification - Mortgage Bankers Association (MBA)
  • Data Analytics for Mortgage Operations Certificate - Microsoft Excel
  • Accredited Mortgage Professional (AMP) - Mortgage Bankers Association (MBA)
  • Certified Fraud Examiner (CFE) – Association of Certified Fraud Examiners (ACFE)
  • Branch Management Certification (BMC) - Nationwide Mortgage Licensing System (NMLS)
  • Google Certified Professional Cloud Architect

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