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Customer Experience Employee Development

Location:
East Stroudsburg, PA
Posted:
January 05, 2024

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Resume:

Summary

Seasoned leadership professional with over 10yrs of management experience.

Proven ability to lead teams to exceed company production and quality objectives while enhancing the customer experience by displaying high levels of competence and professionalism.

Skills

Technical

Metrics development

Creation of automation tools

Microsoft office – Excel, Word, PPT, etc.

Mavent

Globe

AML and Fraud

Leadership

Organizational Leadership

Employee Development

Change Management

Critical Thinking

Problem Solving

Pipeline Management

Superior Communication Skills

Financial Reporting

Professional Experience

RR Donnelly 2022 – Present

Records Management Team Manager

Strategic planning and implementation to achieve company goals.

Develop meaningful metrics that capture production opportunities.

Lead projects to incorporate automated processes that increase efficiency.

Developed reporting structure for use by senior management.

Lead talent management initiative; training and employee development.

Develop and execute process improvements that have improved the productivity and accuracy of my department.

Weichert Financial Services 2011 – 2022

Disclosure Team Lead 2016 - 2022

Manage a cross-functional team of analysts to achieve company production and quality objectives while adhering to state and federal compliance standards.

Successfully manage a pipeline of approximately 700 loans per month.

Onboarding and relationship management of third-party vendors.

Lead talent management initiative; training and employee development.

Develop and execute process improvements that have improved the productivity and accuracy of my department.

Closing Specialist 2011 - 2016

Analyzed mortgage and relocation contracts to ensure accuracy and compliance with federal guidelines, i.e., Closing Disclosures, DTI ratios, and loan terms.

Coordinated loan closings with vendors and business partners.

The MI Group 2007 -2011

Financial Analyst 2010-2011

Prepared complex account reconciliations for corporate relocation clients • Assistant Team Leader and trained new department team members.

Served as liaison to business partners to ensure accurate client invoicing.

Identify and resolve escalated department issues and implement corrective procedures.

Ensured timely follow-up follow up to ensure quality customer service.

Sr. Title and Closing Coordinator 2007 -2011

Monitor HUD1 settlement statements and Equity funding document.

Coordinated the activities of several departments to ensure timely loan closings.

Responsible for authorizing closing settlements and customer funding

Champion Mortgage 2002-2007

Team Leader 2005-2007

Manage workflow and daily duties for a team of 10 Loan Closers

Ensured monthly and quarterly production quotas were met.

Lead talent management initiative; training/development, team meetings, appraisals, and compensation

Closing Specialist 2002 – 2005

Monitor HUD1 settlement statement and Equity funding documents

Education

Rutgers University, Newark, N.J. – 2 yrs. Math studies

ADDRESS

161 Chatham Hill Rd

Stroudsburg, Pa. 18369

EMAIL ad2g0s@r.postjobfree.com

PHONE

570-***-****

LINKEDIN

Jermaine Boulware - Linkedin

Jermaine L. Boulware -



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