Processing Manager Follow Up
Resume:
Joy L. Shears ***** Braelich Loch Drive
Humble, TX 77346
*********@*******.***
EXPERIENCE
Hometap (Fintech)
Processing Manager, Remote 6/2022- Present
● Create a workflow that effectively fulfills the processing goals of the operations department.
● Collaborate with sales managers and directors regarding process improvement initiatives.
● Manage processes through rigorous testing and consistent follow up to ensure sustainability and business needs prior to implementation.
● Perform learning sessions on relevant material to promote ongoing professional development for my direct reports.
● Implement a system of organized resources that grant instant access to metrics, goals, learning materials, aged pipeline, quality expectations and a successful PTO coverage process to ensure file progression during time off.
● Serve as a mentor and point of reference to less seasoned Processing Managers.
● Manage KPI’s and OKR progression via Lattice by providing regular feedback and conducting weekly 1:1’s.
● Conduct focus groups and feedback sessions to gather input from individual contributors.
● Collaborate with Learning and Development to organize Guru and other learning materials utilized via Lessonly or through Rise courses. Opendoor
Realtor-Showing Agent, Charlotte, NC 01/2023- 02/2024
● Outbound calls, texts & e-mails to coordinate showings as well as following up on the day of the showing to address questions and ensure a timely arrival.
● Greet buyers virtually or in person to gain an understanding of their needs.
● Facilitate showings and ensure that the buyer receives an optimal experience through thorough knowledge of the property and the area.
● Relay feedback to the Buyer's Agent regarding the showing experience and inform both the Buyers agent and the buyer of the steps to move forward. Better Mortgage (Fintech)
Processing Manager, Charlotte, NC 9/2019- 4/2022
● American Express partnerships Processing Manager, overseeing processor’s in NY, NC, and CA.
● Daily pipeline management to ensure all loans are efficiently moving through the 3rd party and underwriting review process.
● Monitor each Loan Processor’s workload to make sure loans are evenly distributed, touched daily, and that customer contact is done regularly.
● Support and mentor direct reports through bi-weekly 1:1’s and daily office hours to help achieve required metrics and assist with troubleshooting suspended files.
● Assist and collaborate with underwriting, issue resolution, or closing teams to ensure file movement and promote positive cross-functional relationships. SKILLS & SYSTEMS
Workflow Coordination
Coaching and Mentoring
Relationship Maintenance
Cross-functional Collaboration
Objection Handling
Project Management
Problem Solver
Salesforce
Google Office Applications
First American DataTree & FraudGuard
Rippling
Reggora
Loom
Close CRM
Lattice
NMLS # 582075
Licensed MLO
Licensed Realtor in SC and NC
● Complete annual compliance and NMLS continuing education courses that are required to maintain MLO licensing in 14 states.
● Interview prospective processors, loan officers, or managers and assist with additional hiring needs.
Keller Williams - High Performance Real Estate Advisors (Team) Realtor-Showing Agent, Charlotte, NC 08/2017- 02/2019
● Build playbooks to be utilized as a training resource for incoming agents.
● Rigorously prospect for new business and follow up with prospective clients.
● Achieve productivity and monthly revenue targets.
● Outbound calls & e-mails to convert and coordinate leads into buying or selling consultations.
● Follow up with past clients to maintain relationships and to solicit referrals.
● Maintain proficiency, professionalism, and punctuality when scheduling and attending home showings, open houses, or closings.
● Educate buyers on lending requirements, keep them abreast of underwriting timelines, and explain documentation needs.
PHH Mortgage
Credit Risk Underwriter III, Remote 08/2012- 06/2017
● Complete an in-depth review of assets, credit, and income for high networth borrowers seeking a conventional or non-conventional loan.
● Handle a diverse range of loan products including Home Equity Lines of Credit, Jumbo, Harp, Purchases, Cash Out, or Rate & Term Refinance loans.
● Focus on Merrill Lynch, Morgan Stanley and Fannie Mae regulatory guidelines, ensuring all loans were compliant upon closing.
● Decrease turn time and eliminate multiple underwriter reviews by confirming all appropriate research avenues were utilized.
● Review all income sources such as self-employment, retirement, or borrowers whose main source of income is asset depletion.
● Establish a rapport with Loan Processors by communicating effectively to limit turn time and obtain favorable customer reviews. Wells Fargo
Consumer Loan Underwriter II, Charlotte, NC 1/2009- 8/2012
● Review appraisals to determine the condition and marketability of collateral property and reduce company risk by confirming properties meet all lending guidelines.
● Assist the Decline Team by informing customers of their application status and reevaluating credit decisions in search of missed opportunities.
● Oversee team engagement and event planning to build stronger teams and generate a more fluid work environment.
● Offer alternatives to borrowers failing to qualify for a modification or forbearance by allowing them other opportunities to avoid foreclosure.
● Process loans qualifying for the Home Affordable Modification Program
(HAMP) via Freddie Mac to preserve home ownership.
● Participant in the Accelerated Management Workshop to enhance leadership qualities.
● Travel off site to perform face-to-face reviews with borrowers, increasing their awareness of alternatives to foreclosure.
EDUCATION
THE OHIO STATE UNIVERSITY Columbus, OH 8/2001-8/2005 Bachelor of Arts: Strategic Communication
Contact this candidate