Director of Product

• May 2023 - Present

Senior Technical Product Manager

• Jan 2022 - May 2023

Ocrolus is a document automation platform that powers the digital lending ecosystem, automating credit decisions across fintech, mortgage, and banking. We enable financial services firms to make high quality decisions with trusted data and unparalleled efficiency.As a Senior TPM, my primary focus is on delivering solutions that improve operational efficiency for our mortgage customer base. I currently own the overall strategy and drive the product roadmap for our Mortgage business vertical. Show less

Senior Technical Product Manager

• Jan 2021 - Jan 2022

- Technical product manager for Roostify's fulfillment strategy, acting as the technical SME on the LOS bidirectional service, CRM, HOI service, and electronic disclosure delivery solutions, among others- Work closely with business development, business strategy, and engineering to identify, select, and execute on the best opportunities to make the business successful- Develop researched business cases to align with partners’ and customers’ interests and company business goals-Work with design and engineering to align on technical feasibility; understand the dependencies and coordinate the time frame for implementing new features and enhancements- Coordinate and facilitate pilot activities including user testing, feedback, and prioritization of key results- Collaborate with agile teams to ship new, impactful features, including writing product requirement documents (PRD), gathering feedback from key stakeholders, and collaborating during development to provide context- Define success criteria before, during, and after product development; constantly seek areas for improvement- Own the go/no-go decision making around product roll out Show less

Lead Software Support Engineer

• Apr 2020 - Jan 2021

- Manage fully remote client support team; delegate tasks for completion, ensure project deadlines are met, observe CSAT scores, SLA delivery, and support metrics- Develop and review scripts to run through command line on live client environments- Work closely with Product and Engineering teams to increase scalability of product and support team procedures- Work with Implementation team on ICE Encompass bidirectional integration; serve as SME on support team and troubleshoot issues when they arise- Coordinate with DevOps team on deployment schedules and maintenance periods- Review and resolve level 3 tickets escalated through the support team- Act as liaison between support team and department leaders- Oversee client support tickets serviced through zendesk; delegate tasks for completion Show less

Software Support Engineer

• Jun 2019 - Apr 2020

- Diagnose and debug technical software issues reported by clients utilizing advanced technical skills and root cause isolation skills; escalate issues to engineering via JIRA when necessary- Procure detailed information on the business impact of customer issues to effectively prioritize and troubleshoot- Proactively discover software bugs prior to deployment- Review product release notes for accuracy and grammar; report any needed revisions prior to publication- Serve as SME on ICE Encompass LOS system; assist clients with bidirectional integration- Utilize general mortgage knowledge to service clients; identify knowledge gaps across Client Success, Engineering and Product teams- Help to track Support team needs and work across Product and Engineering teams to increase scalability- Maintain a high-level of customer satisfaction while also meeting Service Level Agreements- Troubleshoot robust APIs and utilize Splunk to review SQL logs- Create helpful knowledge content that faces both internally and externally on Product features and internal action procedures- Maintain updated knowledge of company products and services in order to provide unparalleled support to our customers and to better service solutions- Appointed support POC for one of our largest commercial banks; manage and supervise all open issues to resolution and all open projects to completion Show less

Software Support Specialist

• Apr 2017 - Jun 2019

- Maintained software settings as applicable to ongoing business management and regulatory needs- Designed, documented, configured, tested, and deployed approved change requests and enhancements- Received developer certification from Ellie Mae by demonstrating knowledge and proficiency in the API and SDK functionality- Managed service desk requests from end users via email, skype for business, and phone; successfully prioritized tasks for completion- Performed and reviewed trace routes, pings, and diagnostic logs to identify suspected network issues- Maintained users, roles, profiles, security settings, and loan setup settings- Worked alongside multiple departments within the organization, as well as outside vendors to understand business processes and functions- Researched changes and managed periodic system enhancements related to upcoming Ellie Mae Encompass versions, as well as other integrated applications; informed end-users and department managers of impact- Developed reports, dashboards and pipelines to continuously monitor data quality and integrity- Sought areas of opportunity for process-flow improvement in system functionality and workflows Show less

Compliance Associate

• Dec 2013 - Apr 2017

- Developed knowledge of banking laws and regulations, including consumer compliance requirements - e.g. TILA, HMDA, Fair Lending, etc, regulatory requirements, and related industry-leading practices relating to compliance risk management programs and processes- Maintained core and state mortgage disclosures; configured and built custom output forms and business rules to ensure timely delivery- Supported and managed complex compliance research projects- Assisted in the resolution of compliance and operations related issues under direct supervision of the Vice President of Compliance- Reviewed and ensured accuracy and data integrity of required compliance disclosures- Applied tolerance cures when required due to invalid COCs or under-disclosed fees- Compiled policies and procedures to guide users on residential lending compliance actions- Procured and maintained state licenses for loan originators, branches, and the company- Ordered and recorded financial statements and bonds- Confirmed all LO and company marketing efforts were compliant with CFPB regulations Show less

Closing Coordinator

• Nov 2012 - Dec 2013

- Report and timeline management to ensure successful loan execution- Verified all necessary and accurate documents were in loan file for closing- Request insurance binders and lock corrections