Operations Manager Workforce Management

Rafael Mares

******.*******@*****.*** 480-***-****

CAREER OBJECTIVE

Trusted advisor & leader in the mortgage industry, enabling team to deliver & succeed, looking for the next big challenge to leverage 14 years of industry experience in various roles SKILLS

Workforce Management Leadership Experience UAT & Risk Mitigation

Sales Management Processing Whl/Retail Underwriting

Closing/Funding Strong Business Acumen Modification/Short Sale

Product & Program

Knowledge

Team Development Trust & Inspire

Leadership

Style

PROFESSIONAL EXPERIENCE

Caliber Home Loans Chandler, Arizona

National Operations Manager 09/16/2019-5/4/2022

Supporting management and oversight of loan level execution of all mortgage operations, including processing, underwriting, Closing, Funding, and when applicable Post Closing.

Supporting management with productivity, capacity management, budgetary performance, and operational efficiency of all operations.

Assists in training and counsels’ managers of front-line operations.

Provides oversight of operations managers including the hiring and evaluation of front-line operations resources.

Partners with National Operations Managers and support to establish/maintain operations processes and procedures across the company and ensure consistency and quality across functions and regional offices.

Ensures all requirements from Risk, Legal, Compliance, and HR have been incorporated into the end-to- end file flow.

Drives/approves technology enhancements as it relates to the end-to-end file flow.

Provides recommendations to the risk department for changes in underwriter credit authority if applicable.

Determines if guideline exception requests should be escalated to Risk Management.

Reviews all Quality Control (QC) audit results, Investor Suspense reports, and Problem Loan Reports; collaborates with National Underwriting to proactively makes changes to process/personnel based on trends.

Robert Half Management/JPMorgan Chase Bank Phoenix, Arizona Mortgage Closing Manager 05/2018 -11/2018

Review Team Manager Reporting assesses progress regularly and reviews all escalation files.

Review operational reports with the Global Director of Operations on regular basis and guide the team regarding future performance to continuously improve results.

Determine team member availability (unscheduled vacancy) while assessing the capacity of the team to meet targeted priorities throughout the day and arrange for coverage as needed.

Collaborate monthly funding goals each month with our area processing manager to ensure that we meet or exceed our goals each month. Monitor all agents under workforce management daily workload/capacity within underwriting and the closing team. Loan Depot, Scottsdale, Arizona

Loan Processor III- JV 01/2017-2/2018

Processed Conventional, FHA, VA, and bond loans.

Perform detailed reviews in accordance with prescribed policies, procedures, guidelines, and regulations, and analysis of borrower’s credit, income, and assets as required by each specific loan program before submitting to underwriting.

Review loans for compliance with all mortgage-related regulations (RESPA, TIL, HMDA, Reg B) and prepare required disclosures.

Led team meetings, trained, and help supervise new loan processors. Mr. Cooper Chandler, Arizona

Customer Service Manager 1/2014-12/2016

Managed a team of 20 agents and day-to-day operations on a call center. Ensured smooth workflow and achievement of goals set by senior management.

Helped to build a strong and effective team committed to delivering world-class customer care.

Accurately assessed strengths and development needs of employees, identified and analyzed escalated problems for resolution, and ensured department procedures and standards, as well as external regulations, were met.

FHA, VA, USDA, FNMA, FHLMC, Private Investors, and bankruptcy.

Designed job aids for agents on all three teams to; improve the accuracy of information provided, reduce overall handle time, maintained ASA under 30 seconds, and increase first-call resolution under aspect system reporting.

Designing a more efficient procedure for coaching, tracking, and resolving service recoveries, presidential complaints on social media, task errors, and desk audits to provide faster resolution to our borrowers and clients.

Bank of America Home Loan Dallas, Texas/Chandler, Arizona Customer Relationship Manager II NMO/FNMA 01/05-6/13

Lead a team of 15 associates, responsible for the day-to-day supervision, and handled all escalated inbound calls from internal call center representatives that required the supervisor’s attention.

Educate customers on options such as re-payment plans, special forbearance, medication, short sale, and foreclosure.

Verified accurate cleanup of daily pipeline in all directions, researched different items from various departments and maintains a relationship with partners while correcting credit and payment history with the various credit bureaus.

Monitoring agents and their performance using aspect /nice system

Conduct phone interviews with prospective borrowers who are purchasing their first or second home in a fast-pasted centralized environment.

Originate new loans for both new and current customers by analyzing the customer's financial and credit to meet underwriting guidelines.

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