Susan Gervais Page *

Susan Gervais

*** ****** ****** **. ********, MI 48116

810-***-**** ad29kv@r.postjobfree.com

Career Summary

A highly motivated individual that is has been a patient leader and able to maintain exceptional customer relationships with both internal and external customers. Professional Experience

Northpointe Bank, Grand Rapids, Michigan July 2018 to November 2023 Northpointe Bank is a Grand Rapids based bank with over $4.7 million in assets. Retail Closing Team Lead December 2018 to November 2022

• Managed the day-to-day production for a team of 12 closers.

• Developed and delivered training to the mortgage closing team.

• Delivered training of new products to the closing team to effectively expand the mortgage options to the retail branches.

• Performed periodic audits of team members to ensure processing accuracy and determine training needs which resulted in a decrease in unsalable loans.

• Mentored and coached team members with compassion, patience, and determination to increase production goals and maintain a cohesive and efficient closing team.

• Researched and resolved processing issues which resulted in on-time closings happening when scheduled and increased customer satisfaction.

Senior Mortgage Closer November 2022 to November 2023

• Maintained production or 10-12 closing packages within determined service level agreements while meeting the FNMA and FHLMC agency guidelines and Federal regulations.

• Completed all training courses to meet company requirements.

• Met service level agreements to ensure on-time closings and customer satisfaction. MB Financial Bank, Milford, Michigan 2010 to June 2017 Present MB Financial Bank is a Chicago-based national bank with over $20 billion in assets. Retail Closing Team Lead 2012 to June 2017

• Managed the day-to-day production for a team of 21 closers.

• Developed and delivered training to the mortgage closing team. Employees of a recently acquired company with approximately 12 closers were brought up to speed in 5 days. Training manual became a foundational component of onboarding newly hired employees.

• Delivered training of new products to the closing team to effectively expand the mortgage options to the retail branches.

• Performed periodic audits of team members to ensure processing accuracy and determine training needs which resulted in a decrease in unsalable loans.

• Mentored and coached team members with compassion, patience, and determination to increase production goals and maintain a cohesive and efficient closing team. Susan Gervais Page 1

• Researched and resolved processing issues which resulted in on-time closings happening when scheduled and increased customer satisfaction.

Mortgage Closer 2010 to 2012

• Maintained a production 10-12 closing packages within determined service level agreements while meeting the FNMA and FHLMC agency guidelines and Federal regulations.

• Completed all training courses to meet company requirements.

• Met service level agreements to ensure on-time closings and customer satisfaction. CitiMortgage, Ann Arbor, Michigan 2007 to 2010

CitiMortgage is a member of Citigroup and focused on providing the highest quality mortgage products. Government Closer

• Maintained production of 10-15 closing packages per day to meet branch and broker service level agreements.

• Prepared closing documents for FHA, VA and USDA products to ensure on-time closings and accuracy to of federally insured loans.

Hands On, Inc., Brighton, Michigan 2003 to 2007

Brighton’s premier wellness center for the past 32 years. Administrative Assistant

• Maintained therapists’ appointment schedule and confirmed customer appointments to ensure availability of therapists.

• Assisted in maintaining QuickBooks which resulted in a lower error rate when sent to accountant for monthly balancing.

• Purchased office supplies.

Education

• High school diploma, Howell High School, Howell Michigan

• Pastry Certificate, Washtenaw Community College, Ypsilanti, Michigan

• Degree in progress, Lansing Community College, Lansing, Michigan