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Yyyyyy x. yyyyyy

xxxxxx Hela Ave. | Lake View Terrace, XXXXXX xxxxxx xxx-xxx-xxxx |


Confident, client-centered Mortgage Industry Expert with a dynamic background in renovation draw functions and loan servicing that spans 14 years. Possess vast financial services industry expertise and nine years spent in management roles. Able to seamlessly foster positive relations with clients and colleagues. Results-focused with strong operational acumen. Quick learner with the ability to thrive in a fast-paced manner both independently and with a team. Adept at working both individually and in cross-functional teams. Effective in crafting tailored financial strategies that align seamlessly with both client and company needs. Eager to continue a successful xxxxxxreer with a company that values both xxxxxxpability and expertise; open to management roles with a finance, mortgage servicing, processing or operations focus.


Key Areas of Expertise


Customer Relationship Management (CRM) | Interpersonal Skills | Communixxxxxxtion | Service Delivery

Financial & Credit Analysis | Strategic Planning | Research & Remediation | Account Management

Conflict Mitigation | Team Development | Mentorship | Regulatory Compliance | Audit Processes

Quality Assurance | Contractor Negotiations | Vendor Relations | Goal Setting

Project Management | Risk Mitigation | Microsoft Office | Quick Base


Professional Experience



National Renovation Draw Supervisor (2013-Present)

         Manage staffing functions, e.g. hiring, training and staffing across a series of loxxxxxxtions

         Serve as an effective intermediary amongst correspondent leaders and company teams

         Foster and sustain positive relationships with executives using a constructive servicing methodology

         Partner with the Compliance Department in crafting intentional, clear and effective policies and procedures

         Liaise with the Sales, Processing and Underwriting Departments to guarantee high levels of customer satisfaction and proper loan servicing at a cross-functional level; also aid in dispute resolutions as needed

         Assess post-closing movement to ensure each transaction is completed in accordance with specified timelines

         Manage disbursement requests so that each processed one complies with agency and company requirements

         Spearhead audits and reporting on a monthly basis to drive high levels of quality control and compliance with applixxxxxxble regulatory standards

         Work within set limits to evaluate, determine and authorize override transactions

         Played an integral role in introducing a new renovation software (TCL) solution used in reporting on sales, accounting and operations



Renovation Draw Team Lead (2012-2013)

         Devised a series of important processes to bolster effixxxxxxcy across business practices, as well as heighten levels of overall customer satisfaction

         Guided and coached new hires; offered product and servicing advice as needed via training and support

         Designed and introduced Excel reports and Quick Base databases used during servicing and auditing processes

         Worked jointly with external vendors and internal departments to drive effectual process improvements; also worked in conjunction with direct supervisor to develop and implement holistic sales goal plans


Renovation Draw Processor/Coordinator (2011-2012)

         Mentored new homeowners during all renovation process phases using web and phone support; directly serviced a 180-loan pipeline

         Collected loan documents from borrowers, contractors and consultants to ensure preparedness at all times

Yyyyyy x. yyyyyy



Renovation Draw Processor/Coordinator (Continued)

         Processed all documents per applixxxxxxble lending guidelines and established process timeframes

         Reviewed Renovation inspections, processed draw documents, and requested check disbursements in alignment with outlined government and corporate SLAs

         Interviewed clients to pair them with products and services that met their respective fisxxxxxxl needs

         Acted as an effective, impartial mediator in instances of homeowner and contractor disputes as they arose



Sr. Loan Service Specialist (2009-2011)

         Assessed Renovation Bids to determine the full scope of inspections and repairs; xxxxxxlled on strong attention to detail in monitoring all renovations from start to completion

         Opened escrows while maintaining clear communixxxxxxtion with all involved parties at all phases of the process

         Worked in collaboration with external vendors and internal stakeholders to fuel process improvements

         Fielded esxxxxxxlated xxxxxxlls and files, as well as partook in business interactions with homeowners to discuss implementation of solutions that best fit their circumstances

         Designed and introduced Excel reports and Quick Base databases used for servicing and auditing

         Balanced loan funding, dispensed funds, initialed wires and forwarded all closing packages; also requested vendor payments and processed draw documents

         Tracked contractor work performance to ensure quality at all process phases

         Devised procedures to ensure execution of business best practices and high levels of customer satisfaction

         Eduxxxxxxted and coached new team members on servicing procedures and HUD/Fannie Mae guidelines


Citi Financial

Branch Account Manager (2003-2009)

         Directed loan and insurance sales, which included underwriting and approving loans based on fisxxxxxxl and credit credentials

         Supervised daily functions including payroll, xxxxxxsh drawers, auditing, problem account resolution, supply ordering, bill paying and bank deposits

         Effixxxxxxciously oversaw a branch portfolio valued at $23M in total; included managing delinquent accounts and devising solutions to meet client needs

         Crafted innovative new business ideas, focused on customer retention and growth

         Also developed and set forth effective record retention methods to keep all expenditures in the best interest of the organization

         Meticulously maintained records that detailed all ledgers and payments

         Recruited, hired and trained a driven, dynamic sales team


Eduxxxxxxtion & Credentials


Associate of Arts, Business Administration, Xxxxxx Mission College

Certifixxxxxxtion, Notary Public-State of Xxxxxx, National Notary Association



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