Team Lead Customer Experience
Resume:
Nancy J. Ellenberger
Canton, MI 48188
ad3e9i@r.postjobfree.com
Employment History:
Wells Fargo
Farmington Hills Michigan/ Remote
Mortgage Processor
•Successful Management of pipeline via updating, cancelling and denials moving loans per company mandate of 30 days from submission.
•Responsible for reviewing forms such as income assets, disclosures, and all documents for accuracy and to validate information and ensure compliance as applicable for RegB and HMDA reporting purposes.
•Effective daily communication with borrowers, Loan officers, Brokers and Area Managers for additional documentation or requirements needed.
•Timely communication with appraisal company, title, insurance homeowners' association and co-op and condo management companies to obtain required documentation.
•Use of daily reports- Issues, Inquires, NOIA gap, Missing Doc Package Report in order to move files towards assigned closing date
•One of two team members with specialized training in co-ops and condominiums to ensure all state regulations are met prior to closing.
•Completed all regulatory testing for compliance
show less prior to mandatory date.
•Remote work for 3 years and 3.5 yrs in office work completed goals consistently on time
MB Financial
Bank of Ann Arbor
Plymouth MI
1- 2016- 9- 2016
Compliance Coordinator
•Responsible for reviewing forms, disclosures, and all documents to validate information and ensure compliance as applicable for RegB and HMDA reporting purposes.
•Management of pipeline via updating, cancelling and denials
•Communication with Loan officers, Brokers and Area Managers for additional documentation or requirements needed.
•Pulling daily reports- issues, Inquiries, NOIA gap,Missing Doc Package Report
Bank of Ann Arbor
Plymouth MI
Jan 2015 - Dec 2015
Mortgage Processor
•Obtained, processed, and reviewed all required loan documentation- income, asset, property information - for accuracy and completeness. -entered information into document management system of encompass
•Updated database when required for completeness or corrections of file.
•Ordered flood certification, appraisal, verification of employment and title from approved vendors.
•Reviewed title for vesting, liens and worked with title and client to resolve any title issues to allow for a clear to close.
•Created check lists and procedures to enhance accuracy of file.
•Constant communication with client, loan officer and management throughout the loan process.
•Constant communication with client, loan officer and management throughout the loan process.
•Reviewed lock for accuracy and expiration date managing pipeline accordingly.
•Prepared closing package.
Citibank
Ann Arbor, MI
Processor/Team Lead
•Team lead for 2 years of 18 processors and underwriters both in refinance and purchase mortgage loans.
•Facilitated the coordination, the preparation and the completion of required volume of closed loans. Ensured that team members had completed all work accurately and within the timings and practices established by state, federal and company guidelines using successful workflow practices, policies and procedures. Performed daily monitoring and scrubbing of pipelines with regards to rate locks and ECOA deadlines.
•Trained and helped oversee an efficient and knowledgeable staff through coaching and training. Mentoring and personal leadership.
•Analyzed any escalated issues and determined the appropriate solution, communicated with internal and external customers to resolve the problems as quickly as possible.
•Deepened good relationships with all sales personnel, support staff and vendors to make certain expectations were met
•Reviewed and analyzed procedures of each team member for more efficient ways of handling their workflow. Determined needed changes and communicated to Manager.
•Communicated through written and verbal format changes in policy and procedures that affected the team’s processing.
•Participated in weekly meetings with sales to discuss progress to goal and other pertinent topics. Participated in bimonthly meetings with team to reinforce new changes of policies and procedures and to allow for communication from team members of their concerns or clarification of processes.
•Ensured team compliance by the use of all checklists, templates and other quality tools as required through company policy.
•As a processor for 4 years, I was able to meet or exceed closing goals set by management each month. Provided exemplary customer service and built good customer relationships by understanding their needs and with the objective of exceeding their expectations as was determined through customer survey scores. Always being conscientious of follow-up and attention to detail Met or exceeded call monitoring. Successfully completed all required compliance and company required training. Adhered to all corporate, federal and state compliance and risk guidelines. Met all company timeline standards for welcome calls, weekly status calls, approval calls and telephone schedules as set forth by management. All voicemail and email returned within 24 hours.
•Met anticipated settlement date 95% of the time on purchase transactions.
Education:
Bachelor of Arts
Major: Education
University of Western Ontario Canada
Teacher Certification
Major: Elementary
London Teachers College
Skills and Abilities:
COMPUTER SKILLS Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Office, Quick Books, Quicken, ACT, Access, Public Notary, Associate Teachers Leadership Program, National Coaching Certification Program- Level 2 Technical and Theory, Dance Teachers Certification, International Folk Dance Teacher, Technology Leadership Certification- Internet for Teachers
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