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LINDA WAKELAND

**** **** ****** ****, ******, MO 63026

Cell: 314-***-**** E-Mail: ad34mn@r.postjobfree.com Financial Services/Operations/Sales professional with experience in Sales, Project management, Mortgage bank Servicing and Originations. Enthusiastic, team-oriented style with a strong background in Service Excellence, within Operations as well as Sales

Areas of Expertise

Outstanding Customer Service

Communication Skills

Training and Development

Team Leadership

Compliance/Regulatory Issues,

Accounts payable

Process & Project Management,

Marketing

Loan Originations

Sales

PROFESSIONAL EXPERIENCE

Citibank, O’Fallon

Customer Remediation Business Control Manager 4/2023 to current Quality check and perform validation of the execution of the controls supporting the comprehensive customer remediation lifecycle for across all US Personal Banking lines of business issues. Development and tracking of a sustainable sampling framework of executed remediations.

Developed and maintained daily control reports to identify remediation records eligible for control execution.

Work with Remediation managers to analyze and track trends and update communications and procedures.

Review and distribute to senior leaders a daily report of issues that have not yet been submitted to the centralized remediation team intake process. Work with Issue Managers, Business Control Heads and Issue Owners to appropriately action these items.

Identify data quality errors on Intake forms and Templates. Work with Remediation Managers to update.

Took initiative to train an offshore information quality team how to execute the control process and ensure remediation process artifacts were accurate. Mortgage Client Advocacy Team 4/2021 to 4/2023

Trained and served as the primary contact for Home Lending Officer to answer and assist in questions/or issues regarding Mortgage Programs, Products, Policy/Procedures and Pricing. Provided support and training on multiple systems including support to borrowers for on-line Banking. Managed all Customer Service Inquiries and IT tickets.

2

Developed and maintained partnerships with Sales and Operations managers and identified process improvement and training opportunities within our Sales teams.

Selected to work on Cenlar project for 7 months to document/resolve complaints from borrowers and facilitate with Cenlar group.

Flat Branch Home Loans, Chesterfield MO –

Mortgage Processor /Sales Assistant 09/2020 to 04/2021 Main point of contact for Mortgage borrower through Mortgage end to end lifecycle. Successfully closed on average 35-40 loans per month surpassing goals. Improved productivity by 25% by process improvement suggestions I presented. Maintained relationships with Sales, Real Estate Agents, Underwriters and Closers to ensure all loans were compliant and closed in a timely manner. PennyMac - St. Louis MO

Home Loan Specialist ll - 02/2020 to 09/2020

Restructure & Guideline Review – Performing complex data and document validation, supporting various Channels within the Mortgage Fulfillment Division. Key contributor to facilitate efficient and effective processes that support business and customer service objectives. Working with a team of Sales, Underwriters, & Processing to restructure to make sure all loans are within guidelines & ready to move to Closing. Robert Half – Contractor- Customer Service /Operations/ Projects 2018 - 2020 NexSpring Financial LLC Sunset Hills, MO 09/2017 to 03/2018 Operations Manager

Direct the daily activities of the mortgage operations department. Responsible for Overseeing all lending functions, including sales, funding, processing, and closing. Monitor the productivity and budgetary performance of the operations department. Developed and implemented policies and procedures. Manage subordinate staff in the day- to-day performance of their jobs.

Busey Bank, N.A (FKA Pulaski Bank, N.A) Creve Coeur MO 03/2015 – 09/11/2017 Licensed Loan Officer

Citibank NA O’Fallon MO

Client Relations Account Executive 10/2012 – 02/2015 Train and serve as a primary contact for Home Lending Specialist to answer and assist in questions/ or issues regarding CMI Programs, Products, Policy / Procedures and Pricing. Provide support and training on multiple systems

Two Men and a Garden, High Ridge MO 10//2016 to Current Event Coordinator/ Farmer’s Market and Demo Operations (Part Time) Manage Sales and Event Coordination for all products. Set up and work Farmer’s Markets and Demo’s for Grocery Stores. EDUCATION / TRAINING/AFFILIATIONS

MARYVILLE UNIVERSITY - BUSINESS MANAGEMENT – MORTGAGE BROKER LICENSE- NMLS