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Skills

  • Auditing procedures based on Lean
  • Customer satisfaction improvement strategies
  • Cross-functional team collaboration
  • Communications
  • Business intelligence tools for mortgage reporting
  • Cash handling expertise
  • Complex mortgage and title issue resolution
  • Loan processing time reduction initiatives
  • Organization
  • Bank security expert

Work Experiences

  • Developed and implemented a risk mitigation program for high-value mortgages, resulting in a 69% decrease in delinquency rates for the Boston branch.
  • Developed a risk mitigation program for high-value mortgages.
  • Addressed loan underwriting and approval delays.
  • Collaborated with the legal department to resolve complex mortgage and title issues, leading to a 76% decrease in rejected applications.
  • Analyzed customer feedback.
  • Improved customer retention by 6% by resolving escalated customer issues.
  • Used effective networking to identify and capitalize on community business opportunities.
  • Aligned with company targets.
  • Closed 12 loans within the past year.
  • Boosted customer satisfaction scores by 48%.

Summaries

  • Achieved tangible cost savings through intelligent vendor management.
  • Excellent abilities in reporting, record-keeping, and relationship-building.
  • Achieved operational cost savings of $8 annually.
  • Accomplished Mortgage Operations Manager with a keen focus on service enhancement, resulting in a 84% increase in customer satisfaction scores. Proven ability to address and resolve complex mortgage issues to drive organizational success.
  • Achieved zero audit penalizations during several months.
  • Achieved a 76% increase in customer satisfaction.
  • Clear understanding of team leadership and client relations as well as risk assessment training.
  • Senior Branch Manager with 6 years of progressive experience in multiple locations improving business processes, increasing revenue, and retaining loyal customers.
  • Accelerated onboarding by 28%.
  • Achieved a 46% reduction in loan underwriting error rates.

Accomplishments

  • Reduced processing error rates by 75% through comprehensive audit frameworks and process optimizations, significantly enhancing service quality.
  • Contributed to the successful alignment of mortgage operations with compliance regulations, leading to a Scrum Master which facilitated increased market trust and deal flow.
  • Achieved a 42% year-over-year increase in branch profitability by optimizing the risk-to-reward matrix for mortgage products in response to market dynamics.
  • Documented and resolved framework which led to program.
  • Successfully cut loan closing times by 17 days on average by implementing workflow automation tools and streamlining handover processes.
  • Reduced submission-to-approval cycle times by 18 hours through digitizing document processing and automating workflow bottlenecks.
  • Collaborated with compliance and underwriting teams to introduce a more rigorous risk monitoring process, improving loan approval accuracy by 30%.
  • Directed a team that achieved company-wide recognition for processing a record-breaking 2 loans within a 6 months while maintaining a 60% loan accuracy rate.
  • Improved regulatory audit pass rate to 25% by introducing a proactive compliance monitoring system and thorough staff training.
  • Managed a monthly pipeline of 10 loans, consistently meeting or exceeding branch goals for loan closures and client satisfaction ratings.

Affiliations

  • Mortgage Action Alliance (MAA) Member
  • Commercial Real Estate Finance Council (CREFC) Member
  • Certified Fraud Examiner (CFE) Credential Holder
  • Council of Residential Specialists (CRS) Affiliate
  • National Association of Social Workers
  • Association of Residential Mortgage Regulators (ARMR) Contributor
  • Mortgage Loss Mitigation Standards Association (MLMSA) Participation
  • Lions Club
  • Society of Women Engineers
  • Association of Information Technology Professionals

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Fair Lending Compliance Certification - Summit Group
  • Certified Internal Auditor (CIA) - The Institute of Internal Auditors
  • Certified Compliance & Ethics Professional (CCEP) - procedure
  • Branch Management Certification (BMC) - Nationwide Mortgage Licensing System (NMLS)
  • Certified Public Accountant
  • Financial Risk Manager (FRM) - Global Association of Risk Professionals (GARP)
  • Certified Regulatory Compliance Manager (CRCM) - American Bankers Association (ABA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Public Accountant (CPA) - program

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