Customer Service Management

Charles L. Small

Summary of Experience

I have over 21 years experience in consumer and commercial banking. I am

an experienced leader and have an extensive consumer and commercial credit

background, principally in credit administration, loan structuring,

underwriting and working out of retail, commercial and real estate loans

across many different industries. In my career, I have headed the

turnaround two failing financial institution's national divisions. As

Chief Credit Officer and SVP of Operations, I have directly overseen

virtually every area of banking operations including deposit and loan

operations, credit and loan administration, liquidity and cash management,

as well as traditional business banking, retail banking activities,

marketing and human resources. My career began with a focus on credit and

loan administration, with a very broad base of knowledge of financing

structures across many different industries. In addition, I am well versed

in strategic planning, regulatory compliance, risk management, and human

resources management. For collaborating analysis-ready and data-driven

spreadsheets, I am proficient in the use of Excel, Lotus and Quattro Pro.

Work Experience

Light House Consulting, LLC, Managing Principle

. Independent mortgage advisory and Due Diligence service

. Asset Level Analysis to include File/Credit Analysis, Collateral

Analysis, Market Analysis, Cash Flow Analysis

. Portfolio Level Analysis

. Develop policies and procedures

. Direct borrower contact to consummate workout transactions- Making

Home Affordable Program (HAMP), Bank-Owned Portfolio Modifications

. Assist in the coordination of loan sales

. Analyze financials for individuals and corporations to insure

compliance and quality control regulations

. Review credit requests submitted by the underwriters and management

for interpretation to the different investor's U/W guidelines

. Collateral valuation review for entire nation (Commercial,

Residential, Consumer and Live Stock)

. Project Management of several Federal Government Contracts while all

the time interacting with upper management such as CEO, Directors,

Executive Vice Presidents and Senior Vice Presidents of different

companies

. Performed independent audits and issued independent findings for banks

for FDIC and FNMA requirements on loan operations, credit and loan

administration

. Experience manager of 10-30 staff located on site and remotely

throughout 30 states

Saxon Capital Inc, Chief Credit Officer/SVP of Underwriting and Operations

. Budgeting, Forecasting, Profit Margin for a $10,000,000 Budget

. Liaison for investors on Wall Street and diligence teams of the

secondary market.

. Correspondent credit lending and warehouse credit lending experience

. Oversee the daily operations and personnel of the Underwriting and

Operations departments nationally and ensure all credit and closing

policies and procedures are followed

. Authority to approve loan amounts to $1,000,000

. Responsible for 3rd party vendor relationship, compliance and quality

control

. Extensive travel to company owned branches and 3rd party origination

locations to do compliance with policies and procedures (applicable

federal and state laws and regulations)

. Daily communication with brokers, builders and vendors

. Maintain and manage lines of communications with CEO and EVP of

production of Saxon Capital/America's Moneyline

. Compliance and audit of loans for underwriting and operations for the

country, including MI insurance company's guidelines

. Responsible for team building internally and externally, while not

allowing the relationships to hind objective and independent decision

making

. Identify training needs, provide training and motivate business

developers to increase product knowledge and productivity

. Analyze government, corporate/commercial and individual financial

statements, credit risk and appraisals

. Responsible for over 150+ employees throughout the country

Wachovia National Bank, Market Executive

Managed 5 bank branches totaling over 100 million dollars in company

assets

Responsible for audits

Analyzed commercial financial statements

Interaction with senior management on a weekly basics face to face or

through required reporting

. Commercial Loan underwriting in and outside the underwriting

guidelines

. Credit analysis and appraisal review for commercial and residential

loans.

. Exemplifying quality customer service

. External and internal commercial and residential business development

in Washington DC, Maryland and Virginia

. Coaching and motivating a staff of 32 employees

. Improved 5 branches from the bottom in every category to the top 10%

in the company by establishing a positive working relationships with

local elected and appointed officials, community groups, residents,

developers, and business leaders

Education/ Professional Certifications

Bachelor of Business Administration, Roanoke College

Mortgage University-FHA Direct Endorsement-"DE Underwriting "

Mortgage University-Loan Modification & Work-Out

Member of the Institute of Internal Auditors

Wachovia Consumer and Commercial Underwriting School

Fleet Finance Consumer Underwriting and Loan Operations

Series 6 & 63 Licenses

Federal Government Clearance

Secret Security Clearance -issued July 2007 expires July 2017

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