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Customer Service Manager

Location:
7076, United States
Posted:
May 26, 2010

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****** ******

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

(908) ***-****

Summary of Qualifications:

Credit/Investment Banking Professional with more than twenty years of

progressive experience in the organization and administration of loan

processing, underwriting, and closing procedures, policies emphasizing

background in mortgage/equity lending. An effective analyst, communicator,

facilitator, and leader with a strong customer service orientation and the

capacity to coordinate complex business details and gain consensus among

decision-makers in consummating business transactions.

Employment Capabilities:

Career highlighted by experience, training, and/or achievement in the

following areas:

Management

Significant background in directing and coordinating operations and

personnel, applying effective planning, coordination, facilitation,

training, and leadership skills in managing a team of loan processors,

underwriters, and closers, and originators.

( Analyzed and organized operations, enforcing institutional

policies, procedures, and standards of performance and quality.

( Contributed to development of infrastructure supporting

lending operations, developing and instituting compliance of all

regulations in QC, P&P, and other various corporate directives.

( Conducted skills, policy, and procedural training, staff

development, and team-building programs for loan officers,

processors, underwriters, and closers.

. Delegated responsibilities, supervised, motivated, and evaluated

performance of

staff personnel.

. Ensured best practices and established benchmarks are achieved.

. Communicated and cooperated with a diverse base of customers,

business

associates, attorneys, representatives of title insurers, and

investors, resolving problems, expediting support requests,

cultivating productive relations, and contributing to competitive

advantage and revenue

. Prepared and conducted annual performance reviews. Provided career

counseling guidance and addressed disciplinary actions as needed.

. Wrote and implemented policies and procedures.

Lending Operations

Considerable experience in organizing and administering of branch functions

supporting mortgage lending operations.

. Managed day to day operations generating monthly revenues in

excess of $50 million.

. Managed operative responsibilities for entire branch employees

including planning, delegating, and overseeing work assignments

. Monitored and managed credit investigation and loan processing

functions.

. Ensured compliance with all regulations in Quality Control,

Policies and Procedures, as well as various corporate directives.

. Implemented training of all new programs and procedures.

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Experience:

Kwik Mortgage Corporation

5/09 to Present

Vice President, Operations

SunTrust Mortgage 08/07 to 11/08

Branch Operations Manager

American Home Mortgage

11/06 to 08/07

Branch Operations Manager, AVP

Countrywide Home Loans

04/04 to 11/06

Underwriting Manager-Wholesale division

Wells Fargo Home Mortgage

01/01 to 08/02

Underwriting Manager

First Union Mortgage Corporation,

04/96 to 12/00

Regional Underwriter/Team Leader

Professional Development:

Completed company and agency-sponsored training courses including the

following:

( Business Managers Essentials ( High

Trust Training for Sales and

Marketing

( Exception Customer Service & Team Building ( Leadership

Development

( RESPA/MDIA ( Various Banking Software Applications

. FHA Direct Endorsement/VA Lapp



Contact this candidate