Experience

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  Real Genius

  • Charlotte, North Carolina, United States

  • Processing Manager

    • Oct 2022 - Nov 2023
    • Charlotte, North Carolina, United States

    • Developed new department workflows for various loan types, investors, vendors, and programs• Adapted the loan process, customer experience, and workflow to new investors, programs, third-party support, and vendors• Implemented new systems and modified reporting databases to work with these systems• Provided input and assisted in implementing strategy and process changes with senior bank leadership

• 

  ConsumerDirect Mortgage

  • United States
  • Financial Services
  • 1 - 100 Employee

  • Processing Manager

    • Oct 2020 - Jun 2022

    • Managed a team of 20 Processors/Team Leads to maximize departmental productivity and loan quality• Maintained and managed team SLAs and KPIs, with a primary focus on work productivity and quality standards• Supervised a monthly pipeline of 300-400 funded loans ($2.3M in monthly revenue)• Supported Human Resource activities: conducting hiring interviews, onboarding/off-boarding, managing employee timecards/balancing PTO requests, adhering to performance action plans• Identified areas for ongoing training and process improvement• Provided honest feedback to associates during weekly one-on-one meetings• Developed new department workflows for various loan types, investors, vendors, and programs• Adapted the loan process, customer experience, and workflow to new investors, programs, third-party support, and vendors• Implemented new systems and modified reporting databases to work with these systems• Provided input and assisted in implementing strategy and process changes with senior bank leadership

  • Processing Team Lead

    • May 2018 - Oct 2020

    • Trained new employees on processes and system usage, including Encompass, ADP, FB Connect, and all 3rd party systems/sites• Audited files, including UWR conditions, Con-Log Notes, Emails, Fees, Escrow setup, and all other aspects of processing• Assisted Processors in resolving Debt-To-Income/Salability/Approval issues• Maintained positive relationships with Sales, Closing, Underwriting, Support, Disclosures, and other departments• Coached and mentored team members to improve their skill sets and foster growth• Provided feedback to the Processing Manager on each employee, identifying training gaps, and facilitated team training as needed• Provided Department coverage when the Processing Manager was away

  • Senior Loan Processor

    • Jun 2015 - May 2018

    • Requested, collected, analyzed documents from customers and 3rd parties in a fast-paced, customer-centric environment• Focused on providing exceptional customer service with detailed communication and regular updates• Set proper expectations and created rapport with customers, acting as a liaison throughout the initial loan processing phase up to closing• Consistently ranked as a top producer closing over 50+ loans per month

• 

  RoundPoint Mortgage Servicing LLC

  • United States
  • Financial Services
  • 500 - 600 Employee

  • Complex Loan Specialist

    • Oct 2012 - Dec 2014

    • Served as liaison between processing, underwriting, and sales on all suspended loans, ensuring loan parameters were met for income, credit, appraisal, and/or title issues• Actively resolved suspense conditions to achieve conditional loan approval • Submitted/suspended loans to underwriting based on meeting/not meeting loan parameters with 85% pull through or approval rate• Developed and implemented the PUD/condo review team to meet investor requirements• Demonstrated excellent understanding of how the role related to the overall loan process

  • Senior Loan Processor

    • Nov 2011 - Oct 2012

    • Reviewed and evaluated AUS findings and conditions for Conventional, FHA/VA loans, effectively communicating the proper documentation required to customers• Worked with the corporate trainer to provide an extensive scope of processing positions and workflow for future employees

• 

  Accenture

  • Charlotte, North Carolina, United States

  • Mortgage Loan Coordinator

    • Sep 2010 - Oct 2011
    • Charlotte, North Carolina, United States

    • Managed over 150 loan applications for retail customers

• 

  Zenta

  • Charlotte, North Carolina, United States

  • Retail Closing Specialist

    • Sep 2009 - Sep 2010
    • Charlotte, North Carolina, United States

    • Reconciled HUDs, requested appropriate changes, and confirmed final figures with each customer• Organized closing packages to ensure proper procedures were followed prior to closing & funding

• 

  EquiFirst

  • Financial Services
  • 100 - 200 Employee

  • Account Manager

    • Nov 2008 - Feb 2009

    • Processed and managed FHA loans, proactively satisfying stipulations, communicating loan status, and coordinating closing with account executives, loan officers, and inside partners

  • Closing Specialist

    • Nov 2007 - Nov 2008

    • Reconciled HUD Settlement Statements, requested appropriate changes, and monitored closing status to ensure funding on scheduled closing dates

  • Post-Closing Auditor

    • Sep 2006 - Nov 2007

    • Organized and audited loans for accuracy and completeness in accordance with company, regulatory, and investor standards