Loan Processor Distribution Supervisor
Resume:
Teresa Ann Jackson
Oklahoma City, OK 73170
Cell: 405-***-****
***************@*****.***
EXPERIENCE
**/**** – PRESENT PRODUCTION AND DISTRIBUTION SUPERVISOR OKLAHOMA STATE DEPARTMENT OF HEALTH – VITAL RECORDS
Manage production & distribution staff for Birth, Death & Amended Certificates generated in the State of Oklahoma
Deescalate conflict with personnel & customers as needed during complex interactions
Manage research & statistical production reporting for specialists per program & legislative requirements
Identify & resolve personnel opportunities in terms of attendance, production & training
Coordinate with state & federal agencies to acquire legal documentation to register, amend, & release records
Serve as liaison to other public health, social service, & identity programs
Analyze information for the validation of identification & potential fraudulent submissions
Advise leadership on laws, policies & procedures related to operations & employee engagement 04/2021 – 10/2022 SENIOR LOAN PROCESSOR
CERTAINTY HOME LOANS
Coordinate with loan officers, borrowers, underwriters, closers, & third party providers to obtain documentation & submit thorough, accurate, & timely loan packages for Credit Approval
Maintain control of loan files, monitor dates for approval, appraisals, purchase deadlines, & closing to ensure all deadlines are met in a timely & efficient manner
Manage pipeline by reliably hitting management goals for review time, submission to UW, CD prep, etc
Order support documentation, such as appraisal, verification of employment, verification of deposit, etc
Evaluate loan applications for creditworthiness, & as needed, escalate for further consideration
Communicate with Title Company, Appraiser, Realtor, & other 3rd parties as necessary 06/2020 – 04/2021 LOAN PROCESSOR III
LOANDEPOT.COM LLC
Review loan files & determine what documentation is required to meet investor guidelines
Request, organize, & process loan documentation & submit 55 65 files to Underwriting monthly
Communicate & respond to internal/external customers (borrowers, 3rd party vendors) within 2 hours
Proficient with document management systems including exceptional data integrity verification
FHA/VA, Conventional & Jumbo product experience including BOND loan proficiency
Consult with Processing Manager & Branch Managers on loan status & prioritize workflow
Act as a backup to the Processing Manager
09/2017 – 06/2020 OPERATIONS SUPERVISOR – DELINQUENCY ASSISTANCE MIDLAND MORTGAGE A DIVISION OF MIDFIRST BANK
Perform character based interviews, manage daily operations for a team of 25+ representatives
Coach & develop representatives to the highest levels of Quality & Production
Drive production of Applications for Mortgage Assistance Loans i.e. (Loan Modification, Re Pay Plans)
Conduct performance reviews monthly as well as coaching sessions averaging six interactions per agent monthly
Facilitate all department contests including flyers, tracking, announcements, & distribution of prizes
Analyze department trends to provide feedback which reduced errors by 32% in 2019
Evaluate the impact of external forces on the department; recommend long range plans to support the department' s philosophy & general objectives
Recommend a course of action in response to developing needs of representatives & customers by exceeding set quality assurance principles & providing feedback
Ensure the maximum levels of hospitality, & customer experience by resolving escalated customer concerns 10/2010 – 08/2017 SERVICE COORDINATOR
SOUTHWEST AIRLINES
Ensure the maximum levels of hospitality, & customer experience by resolving customer concerns
Manage software/system issues & resolutions in collaboration with internal & external entities
Served as a Complaint Resolution Official to manage Disability concerns & tracking
Monitor weather events, security issues, & Air Traffic Control for impact on flight operations
Develop a Peer Mentoring/training program & served as coordinator
Serve in an administrative capacity for escalated issues both internally & externally 03/2004 – 06/2009 DIRECTOR OF OPERATIONS
FOUNDATION SURGERY AFFILIATES
Responsible for overall administration & operation of the WeightWise Bariatric Program™
Monitor the adequacy & quality of the program through synchronization with the governing board
Establish a budget for recruitment & hiring of appropriate personnel
Serve as Administrative Coordinator with direct oversight for Insurance pre certification call center
Recruit, interview, & staff facilities as essential to meet physician & patient needs
Perform background checks, character based interviews, & candidate comparisons for hiring
Establish, distribute, & track position based Individual Development Plans for all staff
Responsible for the expansion of service line specific training manuals in coordination with Medical Directors
Act as the primary point of contact for all escalated Customer Service issues or concerns
Develop & generate standardized reports on visits, cancellations, & follow ups
Assure sound fiscal operation of the program while developing an annual budget & its implementation 05/2001 – 03/2004 HRIS/PAYROLL SERVICE HUMAN RESOURCES MANAGER CERIDIAN EMPLOYER SERVICES
Responsible for direct oversight, & processing of Payroll & HR information
Responsible for Day to Day operations for National Payroll & PEO/HR Administration clients
Work directly with the sales team to market & solidify contract expectations
Implement new HRIS clients following Six Sigma protocols (Green Belt)
Manage processing of multi frequency HR & Payroll for Seven (17) clients & 81,841 employees
Manage teams including Call Center Operations, Database Administration, Tax, & Garnishment
Research, test, & assist clients with the implementation of small custom solutions
Prepare Sequel statements for client usage in both JET & SQL Database format
Oversight of accurate & timely maintenance of all interfaces, & employee information; accurate & timely processing of garnishments, deductions, 401(k), Payroll reports, year end processes, & W 2's EDUCATION
Oklahoma State University Oklahoma City, OK
Southern Nazarene University Bethany, OK
AFFILIATIONS
Certified Payroll Professional 2003 thru 2009
Character Council of Central Oklahoma (Both Councils are divisions of Character First!)
American Society of Metabolic & Bariatric Surgeons Allied Health Member
American Payroll Association National Member, Oklahoma Chapter Member SKILLS
Fluent in all Microsoft office products & multiple other software systems
Proficient in high level multi tasking & Project Management
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