Confidential User

Email: abqkd4@r.postjobfree.com

Address: Address Withheld

City: Virginia Beach

State: VA

Zip: 23456

Country: USA

Phone: 817-***-****

Skill Level: Management

Salary Range: $125,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

PETE ALVARADO

2404 Covent Garden Road * Virginia Beach, VA 23456 * abqkd4@r.postjobfree.com * 817-***-****

SUMMARY

Proven Leader: 12 years of coaching and developing highly effective and productive Mortgage Servicing and Sales teams

o Servicing: Led Top HFI Process Support Unit as measured against Case Management servicing standards (BAC LAS)

o Sales: Top 5% in the National Retail Sales Rankings (BAC HL)

Proven Manager: Implemented and developed techniques while leveraging existing resources to optimize and improve the quality of the Timely Mod Processes

o Customer Focus: Improved HFI Segment`s Timely Mod Service Level Agreements to a 99% satisfactory

(BAC LAS)

o Associate Focus: Proven ability to balance production goals and high associate engagement/satisfaction (BAC LAS)

ACCOMPLISHMENTS

Recognized as the Top Unit Leader of the Queuing Strategy abroad all Case Management Model

(BAC LAS)

Tony Meola Customer Experience Recognition

(BAC LAS)

Co-Author of Manager Handbook-Case Management Operational Playbook- Project

(BAC LAS)

OCC Inventory Reduction Remediation Leader

(BAC LAS)

Case Management Quality Assurance Segment Champion (BAC LAS)

Quality Risk Recommendation Project

(BAC LAS)

Top Producer Award-Platinum Club -2004-2007

(BAC Home Loans)

Texas / New Mexico Region Customer Service Champion-2003 (BAC Home Loans)

Co-Chair of the National Retail Mentoring Project-2005-2008 (BAC Home Loans) Top Low to Moderate Income Top Lender Award

(BAC Home Loans)

Bank Liaison National Association of Real Estate Professionals (BAC Home Loans)

Leadership Award-Hispanic Chamber of Commerce

(BAC Home Loans)

Prepared and Presented HUD Certified Home Buying Training Material for the Dallas-Fort Worth Market

(BAC Home Loans)

Credit Risk Recommendation Project-2005-2006

(BAC Home Loans)

Created and Implemented Creative Coaching Techniques

(BAC LAS)

Fort Worth Mentor Program-2011

(BAC LAS)

Top Servicing Team Manager Recognitions

(BAC LAS)

FNMA Servicing Performance League Co-Champion

(BAC LAS)

PROFESSIONAL EXPERIENCE

VICE PRESIDENT- CASE MANAGEMENT OPERATIONS UNIT MANAGER- FEB 2012 TO PRESENT

BANK OF AMERICA HOME LOANS, Norfolk, Virginia

* Under Direct reporting to Segment Executive, Successfully launched Queue Strategy Pilot adopted abroad by All Case Management Segments

* Mitigated Operational Risk to Queuing Strategy by approving all procedural protocols used by all Segments impacted

* Impacted OCC Timely Mod process to a 95% satisfactory risk tolerance

* Worked closely with Executive, Senior Risk Leadership, and outside Consulting Firm to identify all operational and procedural timelines for Queuing Strategy

* Oversaw 2 Million Dollar per month Process Support Contract by working with outside Temp to Hire Agencies- 60 Process Support Specialist

* Engaged with all Business and Segment Leaders to improve the Operational Success of the Case Management Model

MORTGAGE OPERATION TEAM MANAGER- JAN 2011- FEB 2012

BANK OF AMERICA HOME LOANS, Fort Worth, Texas

* Led FNMA production servicing team overseeing inbound and outbound operations for 1st and 2nd lien customers.

* Developed increased call efficiency, collection opportunities while increasing units and account dollars impacted

* Oversaw day-to-day coaching that aligned to LAS procedures for personal development and performance management

* Coordinated weekly team huddles, monthly team meetings to communicate updated policy and procedures changes occurring in the FNMA servicing queue

* Established monthly production goals

HOME SERVICES ACCOUNT MANAGER: AUGUST 2010-JANUARY 2011

BANK OF AMERICA HOME LOANS, Las Colinas, Texas

* Chosen to initiate and grow Texas region leading to sales and operations exceeding $2M in monthly funding with over 80% funding ratio.

* Managed Origination Low to Moderate Income retail pipeline

* Certified Mortgage Credit Examiner certification & SASE level authority

LOSS MITIGATION MANAGER: JUNE 2010-AUGUST 2010

JP MORGAN CHASE-RETAIL FINANCIAL SERVICES/ FHLMC & FANNIE MAE, Lewisville, Texas

* Service MSP Chase, WAMU & EMC clients

* Performed and validating modifications

* Oversaw loan modification quality control

HOME MORTGAGE OPERATIONS MANAGER: SEPTEMBER 2009-MARCH 2010

WELLS FARGO - Arlington, Texas

* Provided a monthly marketing cost analysis and a mortgage business plan to executive leadership

* Liaison between the Bank and the Professional Hispanic Organizations in Tarrant County

* Nominated to be part of the National Hispanic Marketing Campaign-Provided Home Financing Services in Spanish- provided recommendation on how to increase future Hispanic mortgage financing

* Analyzed and identified the best home loan financing for all home loan applicants

* Developed and recommended long term financial plan for all clients

* Responsible for a $15 million dollar pipeline

VICE PRESIDENT, Sr. MORTGAGE LOAN OFFICER: JULY 2002-AUGUST 2009

BANK OF AMERICA HOME LOANS- Southlake, Texas

* Managed Home Mortgage Sales Teams in the day-to-day customer interview for Home Mortgage applications, application process, loan closing, maintaining a high level of service with various lines of business involved in the transaction

* Responsible for implementing Bank`s procedures on training material used assure compliance with Government regulations-RESPA, HMDA; maximized teams` efficiency and increased customer experience.

* Chairperson of the National Mentor Program/ Responsible for coaching and developing new loan officers in the Dallas-Fort Worth Area- Successfully Developed Loan Officers to Highest Loan Production Award -The Platinum Club

* Increased Branch Loan Production- Responsible for over $100 million in loan production dollars/ 1500 individual Home Loan Transactions over 7 years

* Performed Quality Control for Branch`s Home Loan Files-researched and compiled loan profile deficiencies and made recommendations to increase Loan Officer efficiency and minimize negative customer experience

* Made recommendations to Credit Risk Department by providing research data on how local market could benefit from changing the credit risk matrix in various home loan financing programs( Conventional and FHA)

RETAIL BANK OPERATIONS MANAGER: APRIL 2001-JUNE 2002

BANK OF AMERICA - River Oaks, Texas

* Provided daily service made recommendations to existing clients on investment, deposit accounts, and Home Loan Refinance Options

* Met and discussed with upper management on how the Bank could increase Business deposit accounts

* Gather and analyzed client information to determine the best rate of return on investment & other deposit accounts

* Resolved escalated customer`s issues by communicating and working closely with internal business partners

* Named & Recognized with the Texas/ New Mexico Top Producer award - 2 years consecutive

EDUCATION & TRAINING

Masters of Business Administration, Project Management, Attending University of Phoenix

Bachelors Business Administration (BBA): Finance and Marketing; May 1999 -Texas Wesleyan University, Fort Worth, TX

Time Management Seminar-Todd Duncan

Leadership Course-Hispanic Chamber of Commerce

Bank of America Six Sigma Courses

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