Domingas (Dee) Ramos

ad3ucq@r.postjobfree.com 610-***-**** Bethlehem, PA 18020

PROFESSIONAL SUMMARY

Director of Loan Servicing and Operations Manager with 25+ years of professional experience demonstrating effective leadership in all aspects of loan servicing, collections and operations, and customer excellence. Highly skilled in managing payment and financial transactions, capacity planning, large group performance and productivity, identifying areas for process solutions and implementing new efficiencies. Seeking opportunities to leverage leadership and management skills in loan lending, servicing, and collections.

Additional skills include the following:

Fluency in Portuguese & Spanish Customer Experience Life of Loan Servicing Cycle Analytical Adaptability Innovative Organizational and Planning Skills Leadership Process Mapping Compliance & Risk Control SOX Controls Cost Reduction and Efficiency Analysis Performance Analysis Capacity Planning Strategic Planning Oversight Vendor Management Effective and strong Communication Skills

EDUCATION

UNIVERSITY OF VIRGINIA, Charlottesville, VA (May 2002)

Graduate Program in Retail Bank Management, GPA 4.0

DESALES UNIVERSITY, Center Valley, PA (May 1996)

Bachelor of Science (BS) in Accounting and Finance, GPA: 3.8/4.00

RELEVANT EXPERIENCE

Loan Operations Manager, First Vice President

Unity Bank, Clinton, NJ (August 2020 — October 2023)

•Led Residential Mortgage, Consumer, Commercial, Construction, and SBA servicing teams. Managed all processes in the Loan Life Cycle, from loan boarding to collections, payoff, and collateral releases.

•Managed the life servicing of all types of loan products (secured, unsecured, subprime, syndicated).

•Responsible for providing superior customer service, and managed escalated customer service complaints. Collaborated with loan officers and portfolio managers regarding customers’ requests.

•Managed customer response team responsible to research and resolve customer incidents and inquiries.

•Managed payments, transaction processing, funding, new loans, loan file maintenance, rate changes, funding, modifications, modifications, quality review and controls. Responsible for the reconciliation of loan servicing general ledgers associated with the loan products.

•Managed Collections team from early-stage to liquidation/loss mitigation.

•Collaborated with Loan Officers and Portfolio Managers with deferrals, extensions, and other delinquency cases.

•Interacted with inhouse counsel as well as outside counsel regarding late-stage collections such as liquidation and foreclosure.

•Developed and managed the review of new loan packages and loan modifications for accuracy of input/boarding into the servicing system.

•Re-structed and implemented servicing changes during high loan production without impacting customers’ experience.

•Ability to manage a fast-paced environment and adapt to quick change.

•Managed loans serviced in-house, serviced by others, and loans serviced for others.

•Subject Matter Expert (SME) using Consumer and Commercial Core Operating Systems.

•Monitored and reviewed all processes of the loan servicing department to ensure all workflows are met accurately and in an efficient manner.

•Managed the oversight of vendor/sub-servicer for the mortgage portfolio serviced by others. Scheduled weekly meetings with sub-servicer to discuss changes, enhancements and review any outstanding issues.

•Managed interim servicing of loans prior to loan sale. Prepared loan sale transfers and reconciliation.

•Created and implemented test controls to ensure sub-servicers met established SLAs.

•Managed capacity planning for the department and staff, and ensured adherence to quality control, time sensitive deadlines, and legal procedures.

•Created and maintained tracking reports for the status of real estate taxes on collateral properties and acted if needed by working with tax collectors and loan officers to ensure timely payments.

•Managed and monitored placement of force place insurance, and post-closing trailing documents, including interaction with closing team, title companies and legal agencies.

•Regularly identified the department’s goals and functions to determine if processes are performing at the highest level of efficiency and accuracy.

•Developed and enhanced departmental policies, procedures, and service standards, and trained team members to uphold these standards.

•Served as subject matter expert on all audits, compliance reviews and independent loan reviews to ensure satisfactory reviews.

•Evaluated staff members’ performance, productivity, career development, and discussed areas of opportunity to drive improvement and results.

•Led and presented loan servicing information/reports during executive and BOD meetings, i.e. Delinquency Meetings and Executive Loan Committee.

•Collaborated with IT on core system reviews, to identify areas needing improvement, leading to the implementation of new processes to create efficiencies and additional accurate reporting.

Consumer Loan Servicing Director

Sovereign Bank / Santander Bank, NA.,

Reading, PA (May 1998 — July 2020)

•Managed daily servicing operations of a large team of loan specialists including consumer, subprime loans, residential mortgages, construction, and commercial loans including syndicated loans.

•Led team Managers with individual workflows and supported various servicing teams - from loan boarding, payment collections and application, quality reviews, payoffs, and satisfactions of the loan collateral.

•Managed and monitor the customer CARE Team and ensured customer incidents and service requests were resolved satisfactory and on time.

•Managed the payment processing team for in-house serviced loans and loans serviced by others.

•Managed the collection of payments during the various collection phases. This included managing the process of deferrals and extensions, accounts in bankruptcy and foreclosures.

•Prepare management reports on delinquency and team performance.

•Oversight management and ensured integrity in relation to investor reporting for FHLMC, FNMA and private investors which included delinquency reporting.

•Managed commercial participations and SBA loans and monitored the life cycle of the loan.

•Served as direct point of contact for Compliance, Legal, Risk and Regulators in conjunction to the servicing of loans.

•Responsible for operational and financial controls including system to general ledger reconciliation.

•Managed longevity of loan sales and acquisitions including transition and reconciliation of sale.

•Created business processes which resulted in improved efficiencies and cost reduction.

•Executed capacity planning to identify production needs and quantify workforce requirements.

•Maintained current consumer risk compliance assessment (RCA) consistent with the risk assessment framework for all teams in servicing.

•Led task force in various system migrations and remediation projects.

•Managed complex and sensitive customer cases while proactively anticipating customers’ needs and offering recommendations to prevent customer dissatisfaction.

•Coached and mentored team members during various stages of their careers to further develop individual knowledge and corporate behaviors.

REFERENCES

Available upon request

Contact this candidate