Customer Service Manager

STEPHANIE CLARINGTON

*******@*******.***

*** ******** ***** (cell) 732-***-****

Manahawkin, NJ 08050 (home) 609-***-****

SENIOR EXECUTIVE-CREDIT MANAGEMENT

Underwriting Analysis . Compliance . Relationship Management . Credit

Analysis

Growth driver with 11 years of operational and leadership success in credit

loan field. Keen ability to forecast industry trends, soar above production

goals, and foster productive relationships for sustained revenue

generation. Creative problem-solver with distinctive blend of financial

services expertise, hands-on operations management, and passion for

outstanding customer service. Talented in directing teams for top

performance.

Core Competencies

Client Relations . Underwriting Analysis . Needs Assessment . Presentations

. Referrals / Prospecting

Sales Forecasting . Business Forecasting . Credit Analysis . Financial

Statements . Loan Review

Risk Management . Customer Service . Report Generation . Special Projects .

Regulatory Compliance

Interviewing . Leadership/Coaching /Training . Strategic Planning .

Negotiations . Business Plans . Policy Development

PROFESSIONAL EXPERIENCE

WACHOVIA MORTGAGE FSB (acquired by Wells Fargo & Co), 2006-2010

Toms River, NJ

8th largest mortgage originator in the US with 13,000 mortgage employees.

Vice President-Mortgage Credit Sales Consultant, Toms River, NJ, 2007-2010

Strengthened company's leading industry role by coaching team of 75

mortgage consultants on best practices for meeting production goals through

active pipeline management. Facilitated loan exceptions without sacrificing

compliance. Forecast monthly production volume with Mortgage Executive and

Directors to secure funding capital. Directed processing of loan volume for

126 NJ mortgage consultants. Served in capacity of Mortgage Banking

Director with loan exception authority of $2M.

Accomplishments

. Achieved #2 ranking of 12 MCSCs in Q1 2008 when team produced

$143,750M in funded loans.

. Attained 203% of plan during best month of Feb 2008 with 717 units

valued at $88M.

. Delivered all monthly forecasts with accuracy within 3% of

projections.

. Self-initiated study of product pricing, resulting in selection for

transition team piloting transfer of sales team from Wachovia to Wells

Fargo.

. Played pivotal role on transition team to brainstorm phase-out of loan

pipeline, taking on additional responsibilities of loan volume for

another 51 representatives and 6 loan processors.

Wholesale Loan Officer, Northfield, NJ, 2006-2007

Transitioned to Wachovia following its acquisition of prior employer.

Steered pipeline of loan applications to achieve minimum 60% fund-to-

application ratio and minimum of $2M funded loans monthly. Trained mortgage

brokers in effective loan application practices. Built strong internal

relationships with service centers and appraisers to facilitate high level

of cooperation.

Accomplishments

. Immediately succeeded in new position: held the lead for 12 months

with most funded loans and highest fund rate of 68%.

. Captured $2.4M in funded loans during highest production month of

August 2007.

. Leveraged deep credit expertise to understand which transactions to

pursue and how to package applications for highest chance of approval.

. Frequently requested to conduct training on loan packaging and

delivery for new hires.

GOLDEN WEST FINANCIAL/WORLD SAVINGS (acquired by Wachovia), 1998-2006

Residential mortgage portfolio lender with 10,000 employees nationwide.

AVP Remote Operations Center Manager, (Bensalem PA, Somerset NJ), 2004-2006

Achieved operational excellence for 2 high-volume loan processing and

underwriting sites. Led day-to-day activities, including staffing, customer

service, quality, and compliance. Serviced loans for NJ, NY, CT, MA, RI,

PA, and DE. Trained staff to execute regulatory and compliance policies.

Made decisions about loan exceptions based on sound data and experience.

Monitored loan delinquency rate. Supervised 52 direct reports including 6

managers.

Accomplishments

. Achieved #1 and #2 ranking for customer service for each site by

implementing and auditing mandatory 2-hour return call rule.

. Attained 500 closed loans in June 2005 at Somerset NJ site, leading to

high water mark of 4,000 funded loans for the year.

. Expanded site employment in 2005 from 42 to 50 staff to maintain

consistent and predictable quality in midst of large loan volume.

. Met lower loan volume in 2006 with agile policies and adjustments to

ensure continuation of monthly bonus opportunities for staff, keeping

team focused and productive.

. Gained confidence of executive team by always producing options for

resolution of high-level issues.

District Loan Underwriting Manager, (Somerset NJ), 2003-2004

Led service center to achieve outstanding levels of customer service and

production during challenging growth period, leveraging calm demeanor to

encourage and guide staff. Managed 6 underwriters and 8 processors to

consistently meet deadlines for 24-hour conditional loan approvals and 30-

day/contract date loan processing/ underwriting. Audited files to ensure

policy compliance and authorized appropriate loan exceptions.

Accomplishments

. Fostered culture of cooperation and professionalism with peer managers

in sales and appraisal departments, resulting in high revenue levels

and fast-track results.

. Built high-performance workforce by tracking internal and external

customer feedback, rewarding top performers at monthly sales meetings,

and training staff to address weaknesses in needed skills.

. Promoted within 15 months to one of the nation's highest-producing

fulfillment centers.

Quality Assurance Manager, (Somerset NJ), 2002-2003

Directed loan services for Northeast US territory, guiding 4 direct reports

to administer high application volume. Reviewed loan applications,

collected initial fees, distributed loan leads to processors and

underwriters, and monitored activities to ensure timely completion. Led

monthly training sessions with brokers and loan officers to promote

effective loan filing. Cultivated relationships with brokers, realtors,

and loan officers.

Accomplishments

. Accelerated loan processing by instituting policy of accepting only

credit card payment for fees and eliminating delay-causing check

payments.

. Acquired solid foundation of skills to restructure problematic

applications for mortgage financing without increasing risk to loan

portfolio.

. Attained $500K level B exception authority when serving as stand-in

for Region Underwriting Manager, up from $350K level A authority in

just 120 days of acquiring this additional responsibility.

Community Loan Underwriter, (Somerset NJ, San Antonio TX, Boynton Beach

FL), 1999-2002

Safeguarded company assets by ensuring potential borrowers had ability to

repay loans. Met/surpassed production standards of minimum 116 credit

reviews and 150 final reviews per month. Defended loan exceptions with

solid data. Reviewed property appraisals.

Accomplishments

. Acquired reputation for accurate and rapid turnaround of high-volume

of applications, up to 132 credit reviews and 180 final reviews in 1

month in Florida office.

. Won award as top-producing CLU in San Antonio office for 4 months out

of 6.

. Took initiative to collect payment on first 60-day delinquent loan

although outside scope of duties.

EDUCATION & CREDENTIALS

BS in Business Administration, NEW JERSEY CITY UNIVERSITY, Jersey City, NJ.

Major: Management

PROFESSIONAL DEVELOPMENT COURSES

Situational Leadership, Management Essentials, Basic Sales, Colors, Bank

Secrecy Act, Money Laundering, Elder Abuse, Compliance & Ethics Training,

Conforming Guidelines, FHA Lending

TECHNICAL SKILLS

Microsoft Office . Lotus Notes . PowerPoint

Contact this candidate