Operational Specialist

• Feb 2023 - Present

Senior Branch Closer

• Jan 2021 - Nov 2022

-Supervised a three month closing team start up period when Neo Home Loans began business in January 2021, closing files for over 10 branches in very tight timeframes -Oversees a fluid pipeline, closing an average of 100-150 loans monthly -Develops and maintains all training documentation and procedural walkthroughs for 10+ closing departments within the company -Arranges and prepares loan files for closings, certifying documentation is accurate and complete prior to distributing -Examines title documentation to confirm accuracy, completeness, and contingencies -Trusted as a knowledgeable support contact for a range of programs, such as conventional, jumbo, subordinate liens, HELOCs, government, USDA, and DPA programs -Analyzes and follows TRID regulations, verifying all loans are underwritten in accordance with required investor and agency regulations -Organizes one-on-one mentorship training to boost team morale and knowledge in closing and compliance -Functions as an escalation point for all operations team members regarding errors or difficulties solving Mavent compliance fails -Collaborates with processing team to clear any issues with underwriting conditions or compliance concerns

Branch Closer

• Oct 2019 - Jan 2021

-Prepared mortgage closing documents on strict timelines, confirming accuracy and comprehensiveness -Reviewed and balanced Final HUD/Closing Disclosures -Audited files prior to closing, working closely with processing to solve outstanding conditions or make necessary file adjustments -Acted as a liaison for all parties involved in the life of a loan, including sales, operations, and escrow companies -Managed a rapidly moving pipeline of 100+ loans per month, specializing in jumbo, DPA, and conventional files -Evaluated underwriter guidelines, clearing or escalating as needed -Current in TRID and standard compliance guidelines for all 50 states -Established training documentation and automated templates to increase productivity levels -Analyzed, interpreted, and verified which files met investor and compliance guidelines

Final Documents Manager

• Apr 2019 - Sep 2019

-Oversaw team of final document specialists -Audited final loan documents for accuracy, clearing escalations and aiding team inquiries -Worked directly with investors and title companies to collect and correct final trailing documents -Assessed advanced payroll reports, adjusting as needed along with payroll department -Produced invoices and transmittal forms for procurement -Created several automated generators in Excel to boost production levels from 3 files daily to 15 files daily -Successfully cleared a large backload of pending file reviews up to 5 years behind schedule -Regularly updated or created new departmental procedures -Monitored, approved, and schedule employee time requests -Worked directly with Business Technologies to better improve system usage -Supported employees with the automated timekeeping system Ultipro

Office Manager

• Jan 2019 - Mar 2019

- Direct supervisor of a team of 5-10 project managers and linemen - Assisted with opening a new division office for a telecom construction company - Generated purchase orders and invoices for progress billing - Dispatched new job assignments to various subcontractors, maintaining internal progress database - Processed local human resource paperwork including applications, benefit enrollments, tax/legal paperwork, background checks, and drug testing - Pulled city and county permits for all new job assignments

Post Closer

• Sep 2016 - Nov 2018

- Conducted post-closing audits by utilizing validation techniques on all loan documentation, verifying accuracy and completeness according to federal guidelines - Digitally managed loan packages, ensuring appropriate organization of documents - Performed daily employment verification activities prior to loan closing - Assisted loan funders by preparing Closing Disclosures and balancing with title - Followed up on post-closing settlement statements and deed recordings - Created several streamlined spreadsheets and checklists for all departments - Monitored training and credentials for the region's underwriters, keeping them on track to be certified in various areas - Assumed the role of administrator to the Regional Operations Manager and Operations branch by managing schedules, workflow, supplies, and meetings

Freelance Writer

• Apr 2007 - Oct 2017

- Performing a wide array of freelance jobs for clients depending on what is asked - Articles or pieces written usually range around 200-3,000 words - Topics are on all genres and require any necessary research - Performing a wide array of freelance jobs for clients depending on what is asked - Articles or pieces written usually range around 200-3,000 words - Topics are on all genres and require any necessary research

Rehab & Preservation Coordinator

• Feb 2016 - Sep 2016

- Maintained portfolio of 300+ properties, regulating re-trade work orders, utility statuses and vendor relationships - Oversaw maintenance and preservation on properties, keeping in move-in ready condition - Approved bids and invoices for contractor construction work - Regulated strict deadlines to meet closings, following up on outdated requests - Maintained portfolio of 300+ properties, regulating re-trade work orders, utility statuses and vendor relationships - Oversaw maintenance and preservation on properties, keeping in move-in ready condition - Approved bids and invoices for contractor construction work - Regulated strict deadlines to meet closings, following up on outdated requests

Claims Initiation Analyst II

• Jun 2015 - Feb 2016

- Assisted customers with fraud on consumer credit cards, closing their accounts and expediting new account information - Managed portfolio in high call volume call center - Aided Identity Theft department with overflow - Assisted customers with fraud on consumer credit cards, closing their accounts and expediting new account information - Managed portfolio in high call volume call center - Aided Identity Theft department with overflow

Senior Customer Service Representative

• Apr 2013 - Jun 2015

- Workflow Coordinator and New Account Auditor - Created and/or recreated requests according to the specifications of the client team to ensure accuracy and correct reporting - Processed all returned regulation mail by verifying client data with the client team and logging in appropriate systems - Managed legal documentation for the New Account Fulfillment team, confirming its accuracy and sending it the Account Records team - Assigned and allocated work orders to a group of 25-30, ensuring all associates had equal work and were not overwhelmed with their workload - Served as the team New Account Auditor, ensuring all banking accounts were opened according to federal regulations, guidelines, and customer requests - Generated welcome packages to be sent to new clients, consisting of regulatory disclosures, rates, and letters - Assisted team with transfers, memo posts, stop payments, statement copies, and new account letter packages for client team when volume permitted

Investigative Reporter

• Dec 2012 - Apr 2013

- Acted as an intermittent investigative reporter, covering local events and submitting written articles - Acted as an intermittent investigative reporter, covering local events and submitting written articles

Mortgage Servicing Specialist

• Jun 2012 - Apr 2013

- Supported customers via phone with specialty issues and payments in the Advocacy call queue - Participated in numerous special projects provided by management, including handling sensitive bankruptcy cases and making outbound calls - Scheduled appointments for outreach events using an automatic dialer system - Assisted with Associate Experience projects including calendars, associate events, and holidays - Handled accounts that were pre-registered for events and collected necessary data for their files

Customer Service Representative

• Feb 2011 - Jun 2012

- Maintained a massive inflow of e-mail orders for Customer Service in its entirety - Processed specially submitted orders through an electronic-based system - Designed, implemented, and managed a complete electronic filing system for the Customer Service team - Assisted customers via phone with placing orders and resolved issues as needed - Provided backup support for Sales Operations Representatives with additional customer service relations - Maintained a massive inflow of e-mail orders for Customer Service in its entirety - Processed specially submitted orders through an electronic-based system - Designed, implemented, and managed a complete electronic filing system for the Customer Service team - Assisted customers via phone with placing orders and resolved issues as needed - Provided backup support for Sales Operations Representatives with additional customer service relations

Administrative Assistant

• May 2010 - Feb 2011

- Administrative Assistant for the Director of Admissions - Answers main phone lines, routing calls and messages accordingly - Greets and signs in all customers, students, and guests to the facility - Processes all Admissions mailings, including but not limited to Orientation letters, Missed Appointments, Requests for Information, and Unable to Contact letters - Completes data entry into CampusVue for all Admissions representatives enrolled prospective students - Completes daily lead reconciliation report - Assists in daily preparation of all campus activities, i.e. Graduation and holiday parties

Production Control

• Jun 2009 - May 2010

- Administrative assistant to the manager of production and manufacturing - Assisted with paperwork, attendance, filing, database completion, and ordering supplies - Worked directly with manufacturing personnel on shortages, kit deliveries, assembly progress, assembly completion, and report findings to designated personnel - Created documents, forms, labels, and reports as required for all production operations - Provided daily inventory for manufacturing area including materials and electronic components - Handled multi-line telephone system, routed messages, and assisted visitors through security.

Help Desk Operator

• Mar 2007 - Jun 2009

- Supported 13 different contracts with technical support. These contracts varied from computer support to specific website support. - Helped with administrative tasks including attendance, time sheets, documentation, conference calls with clients, training on contracts, and electronic filing. - Was promoted to direct-hire after 1 year of employment. - Supported 13 different contracts with technical support. These contracts varied from computer support to specific website support. - Helped with administrative tasks including attendance, time sheets, documentation, conference calls with clients, training on contracts, and electronic filing. - Was promoted to direct-hire after 1 year of employment.

Administrative Assistant

• Feb 2003 - Mar 2007

- Administrative Assistant to the owner of the facility - Booked appointments and travel, created and maintained databases, completed attendance and timecards - Familiar with the 10-key data entry keyboard - Promoted to direct-hire after 2 months of employment - Administrative Assistant to the owner of the facility - Booked appointments and travel, created and maintained databases, completed attendance and timecards - Familiar with the 10-key data entry keyboard - Promoted to direct-hire after 2 months of employment