Customer Service Account Executive

*************@*****.*** Boynton Beach, FL 561-***-****

Karen E. Vickers 1

Highlights

§ Strategic Planning

§ Process Improvements

§ Staff Development

§ Team Building

§ Lean Six Sigma

§ Credit and Income Analysis

§ Regulatory Compliance

§ Customer Service & Retention

§ CRM Customization & Report Building

§ SalesForce

Summary

Senior financial professional with over 20 years of experience in Mortgage Lending, Banking and Consumer Finance. Results driven, dedicated individual with a proven track record of increasing production and efficiencies. Excels at team management, employee development, problem solving, and strategic planning.

Experience

CircleBack Lending: October 2013 – February 2017

Vice President of Loan Operations:

§ Responsible for Strategic Planning, Staffing, Training and Continuous Improvement

§ Managed staff of 55 employees

§ Responsible for maintaining adherence to all compliance and regulatory requirements including ECOA, FCRA, TCPA, etc.

§ Collaborate with IT and other departments to improve efficiencies

§ Increased Productivity and Fee Income by 350%

Director of Loan Operations:

§ Managed All aspects of loan processing, funding, servicing, collections, customer service and fraud prevention

§ Created and Implemented internal SOP for efficient process flows, increased quality and reduced risk

§ Created procedures for Internal Audit of automated processes and website QA School – See Education Details January 2009 – August 2013 Clinton Mortgage Network: January 2007 – January 2009 Reverse Mortgage Specialist

§ Developed presentations and seminars to educate and attract prospective customers

§ Top (#1) producer of Reverse Mortgages in the company

§ Assisted in creating policies and procedures for the Reverse Mortgage division of the company

E*Trade: March 2006 – December 2006

Wholesale Account Executive

*************@*****.*** Boynton Beach, FL 561-***-**** 2 Karen E. Vickers

§ Opened the S. Florida market for E*Trade’s Wholesale Mortgage division

§ Consistently ranked in the top 3 nationally for account profitability InterFirst Wholesale Lending/ ABN AMRO Mortgage: March 1993 – March 2006 Sr. Account Executive

§ Member of Chairman’s Council for 9 straight years and received numerous other Top Producer and Manager’s Choice Awards

§ Participated in numerous Task Forces that made significant improvements in the processes and efficiencies within the company

§ Closed over $1 billion annually in funded residential loans for 3 straight years

§ Developed and presented numerous training modules Cal Fed: January 1992 – March 1993

Wholesale Account Executive

§ Top Wholesale Account Executive in Florida

§ Responsible for building and maintaining B2B account relationships

§ Trained Brokers on Cal Fed’s products and programs Unified Mortgage: September 1986 – August 1991

Wholesale Account Executive

§ Responsible for building and maintaining account relationships

§ Trained Brokers on Unified’s Products and programs NCNB/ Bank of America: February 1982 – September 1986 Mortgage Loan Underwriter

§ Responsible for review of all aspects of Residential Mortgage Loan Applications for approval, including:

§ Financial and Employment information

§ Appraisals, Title Commitments, Surveys, etc.

§ Trained Branches, statewide on Mortgage Origination Mortgage Loan Processor/ Sr. Mortgage Loan Processor

§ Responsible for all special projects, including:

§ Construction to Permanent financing;

§ Bridge Loans, and

§ Corporate and Executive Relocations

Teller

§ Handled Cash drawer in excess of $25,000

Education

Palm Beach State College: 2016 – Current (Part Time) Supervision & Management / Project Management Concentration (Bachelor Program) Palm Beach State College: August 2013

Associate of Applied Science degree - Graduated with a 4.0 GPA *************@*****.*** Boynton Beach, FL 561-***-**** Karen E. Vickers 3

West Boca Medical Center School of Radiologic Technology: 2009 - 2011 RT(R)

Additional Certifications and Recognitions

§ Dennis Black (Xerox inspired) Advanced Sales Training – Recognition awards

§ Panel Speaker at National Top Woman Producer Conference in Colorado Springs

§ Dale Carnegie

§ Former Executive Board Member of FAMB (Florida Association of Mortgage Brokers)

§ Former Education Committee Co-Chair FAMB

§ Certified Senior Advisor

§ Notary Public

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