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Manager Customer Service

Location:
Surprise, Arizona, United States
Posted:
February 19, 2019

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Resume:

Kimberly Morgan

Sr level Mortgage Background

Scottsdale, AZ ac8jf0@r.postjobfree.com 602-***-****

I have been in the Mortgage business for over 31 years and strive on superior customer service and supporting companies visions and direction. I love helping borrowers achieve their dreams. I have extensive background in all processes of the industry. I have processed and closed loans in all 50 states

Work Experience

Sr Mortgage Processor

Transaction Coordinator Cardinal Financial LP - Scottsdale, AZ-October 2017 to February 2019

Responsibilities Process and fund 35+ transactions per month (VA, FHA, USDA, CONVENTIONAL, JUMBO, HOME EQUITY 2NDS, BOND LOANS). From application through funding of loan. Work with the Loan officers for Retail Direct and Consumer Direct for all states to ensure all Close of Escrows are met for refinances and Purchases Review documentation for all files. Calculate borrower income for all documentation types. Structure loan packages for underwriting. Collect outstanding conditions from customers and communicate throughout the process to meet with underwriting findings. Coordinate and confirm loan closing with Title/Settlement agents and assist with closing loan document department on closing

Sr Processor - Team Lead

New Penn Financial, LLC - Scottsdale, AZ Feb 2015 to October 2017

Responsibilities Team lead assisted with escalations and when employees absent worked their pipelines and assisted management with problem solving and processes Process and fund 30+ transactions per month (VA, FHA, USDA, CONVENTIONAL, JUMBO, HOME EQUITY 2NDS, BOND LOANS). Work with the LO and LOA to ensure all Close of Escrows are met. Review documentation for all files. Calculate borrower income for all documentation types. Structure loan packages for underwriting. Collect outstanding conditions to meet with underwriting findings. Coordinate and confirm loan closing with Escrow Officer Accomplishments: Have a great relationship with all the loan officers. Top Processor honors. 10 times in the past 12 months and Helped train new onboarding loan officers

Sr Processing Manager

BBVAS Compass Bank January 2014 to February 2015

Managed Processing Staff of 10 and Closing Staff of 5 employees for Conventional Mortgages, Heloc, 2nd Mortgages-USDA, FHA, VA Nationwide *Vast Knowledge of Mortgage Banking, REPSA requirements and Underwriting guidelines and automated Mortgage systems. *Knowledge of the new Dodd Frank requirements *Perform monthly analysis on cancellations and declines to uncover fall-out trends and come up with creative solutions on how to increase conversion * Working directly with the Sales Management staff to help coach and train new Loan Officer hires *Acting as the subject matter expert for departmental systems and processes *Build strong relationships with referring partners and Real Estate agents *Mentoring others to be at their best and utilize tools necessary to perform at their best ability *Effectively handle and resolve all escalated customer and agent issues *Responsible for coaching and monthly reviews of processors production error rates as well as employees that are stellar in their position. Site level assistance with other team managers to help them create top notch relationships with the MBO' s and to effectively manage pipelines. Training of Closing Staff and Processing Staff for all Respa, Reg Z Reg B policies and updates.

Processing Team Manager

JP Morgan Chase Home Mortgage March 2010 to December 2013

Managed Processing Staff of 15 employees for Conventional Mortgages-Harp-FHA, VA Nationwide *Highest Volume Producing Team *Vast Knowledge of Mortgage Banking, REPSA requirements and Underwriting guidelines and automated Mortgage systems *Knowledge of the new Dodd Frank requirements *Work with servicing systems on any issues with current serviced loans and escrow accounts to rectify any overages or shortages due to customers *Perform monthly analysis on cancellations and declines to uncover fall-out trends and come up with creative solutions on how to increase conversion * Working directly with the Sales Management staff to help coach and train new Loan Officer hires *Acting as the subject matter expert for departmental systems and processes *Build strong relationships with referring partners and Real Estate agents *Mentoring others to be at their best and utilize tools necessary to perform at their best ability *Effectively handle and resolve all escalated customer and agent issues

Mortgage Operations Manager

Encore Mortgage January 2006 to November 2009

*Processing Staff of 15 employees for Conventional Mortgages-Harp FHAVA* Train staff and work with staff on all Operations of Whole Sale Mortgage Banking*Relationships with many Wholesale Lenders *Pre-Approve all loans for staff of loan officers prior to submission. HR Direct Manager for all interviewing and hiring process for closing and processing *Full lending authority *Relationship with Realtor's and in house Loan Officers and assist on qualifying potential customers on Purchase transactions *Adhered to all requirements of Company *Vast Knowledge of Mortgage Banking RESPA requirements and Underwriting guidelines *Perform monthly analysis on cancellations and declines to uncover fall-out trends and come up with creative solutions on how to increase conversion *Acting as the subject matter expert for departmental systems and processes *Build strong relationships with referring partners and Real Estate agents *Work with HR on interviews, hiring process, semi and annual reviews for all staff *Mentoring others to be at their best and utilize tools necessary to perform at their best ability *Expert at Performance Management and Coaching Tools *Effectively handle and resolve all escalated customer and agent issues

Corporate Operations Manager

Alpine Lending Retail/Wholesale Operations/Secondary Marketing July 2002 to December 2005

Oversee all aspects of Retail Operations/Wholesale Operations and Underwriting *Responsible for the training and management of a staff of 25 employees *Responsible for Warehouse line of 40 million per month, total of 11 Investors to sale the loans *Hiring of all staff members, from Account Executives, Loan Originators, Processors, Underwriting Department, Closers, Funders, Shippers, Insurers *Involved with training of our nationally based title companies on the mortgage closing side to provide superior customer service to the clients at closings. * Experience with budgeting and forecasting goals and requirements of the departments * Member of the executive board *Active role in assisting in underwriting decisions *Lead training classes for Loan Originating and Processing *Adhered to all requirements of Company *Vast Knowledge of Mortgage Banking RESPA requirements and Underwriting guidelines *Perform monthly analysis on cancellations and declines to uncover fall-out trends and come up with creative solutions on how to increase conversion * *Acting as the subject matter expert for departmental systems and processes *Daily Team Meeting to discuss the days agenda and any updates that need adhered to *Work with HR on interviews, hiring process, semi and annual reviews for all staff *Mentoring others to be at their best and utilize tools necessary to perform at their best ability *Expert at Performance Management and Coaching Tools *Effectively handle and resolve all escalated customer and agent issue

Operations Manager Secondary Marketing October 1995 to July 2002

Golden West Funding Wholesale/Retail

Oversee all aspects of Retail Operations/Wholesale Operations, assist the Underwriting Dept *Responsible for the training and management of a staff of 15 employees *Responsible for Warehouse line of 25 million per month, total of 5 Investors to sale the loans *Hiring of all staff members, from Account Executives, Loan Originators, Processors, Underwriters, Closers, Funders, Shippers, Post Closers, Insurers *Adhered to all requirements of Company *Vast Knowledge of Mortgage Banking RESPA requirements and Underwriting guidelines **Work with servicing systems on any issues with current serviced loans and escrow accounts to rectify any overages or shortages due to customers *Perform monthly analysis on cancellations and declines to uncover fall-out trends and come up with creative solutions on how to increase conversion * Working directly with the Sales Management staff to help coach and train new Loan Officer hires *Acting as the subject matter expert for departmental systems and processes *Build strong relationships with referring partners and Real Estate agents *Daily Team Meeting to discuss the days agenda and any updates that need adhered to *Work with HR on interviews, hiring process, semi and annual reviews for all staff *Mentoring others to be at their best and utilize tools necessary to perform at their best ability *Expert at Performance Management and Coaching Tools *Effectively handle and resolve all escalated customer and agent issues

Education

Long Beach State University 1980 to 1984

Awards

2018 Top Processor for most volume

Brag Award December 2018 Won from most positive comments from internal partners in December 2018

SKILLS:

Strong background in Closing and Funding, VA/FHA Portal, DataTrac, Quicken Model, Loan Prospect, Calyx Point, Compliance ease, TRID/CD Compliant, Team Leader, Automated Underwriting for AUS systems LP/DU, Destiny, XDOC• Strong communication skills •Vast knowledge of closing and title requirements and Hud-1 reviews for accuracy of TRID compliance and RESPA •Proven analytical ability to perform with high degree of accuracy •Leadership, organizational and structural problem solving skills •Excellent verbal and written communication skills •Knowledge of all aspects of Conventional and FHA guidelines •Effectively delegate duties •Consistently meet strict deadlines •Mentoring employees .Superior Customer Service background and handling many unforeseen escalations from customers .Closing over 30+ loans in current environment



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