Vice President, Customer Service, Lending, Processing

DOLLY G. PUNCH

* ***** **** ****, ***********, MS 39470

504-***-**** **********@*********.***

PROFESSIONAL EXPERIENCE

Hancock Whitney Bank

Assistant Vice President/Lending Performance Manager 2017-March 2022

• Manage daily operations for processors and closers

• Conduct weekly pipeline management calls to ensure deadlines are being met

• Ensure that mortgage loans are processed and closed in a timely manner

• Coach staff and encourage excellent customer service both internal and external

• Perform annual performance evaluation on staff personnel First NBC Bank 2013-2017

Vice President/Mortgage Operations Manager

Manage daily operations of the mortgage department, including underwriting, processing, closing and shipping

Conduct weekly meeting to ensure that deadlines are being met

Review and responded to quality control audits

Coach staff on a weekly basis and encourage excellent customer service

Ensure that mortgage loans are processed and closed in a timely manner

Perform annual performance evaluation on staff personnel

Review and approve wires for funding of loans

Fidelity Homestead Savings Bank, New Orleans, LA 2011-2013 Vice President/Lending Service and Support Manager

Manage daily operations of the mortgage department, including underwriting, processing, closing and quality control

Conduct ongoing training and support to mortgage staff members

Conduct weekly staff meeting in order to produce sales, assure deadlines are met, encourage excellent customer service and update the staff regarding changes to guidelines, products and procedures, along with federal and state statutes Guaranty Savings Bank, Metairie, LA 2009 – 2011

Vice President/Mortgage Banking Manager

Manage daily operations of the mortgage department, including underwriting, processing, closing, quality control and compliance operations

Conduct underwriting for all consumer, mortgage, home equity loans/lines and visa

Approve loans and wire transfer

Provide direction to 8 staff members and coordinate with branch managers and commercial lenders regarding products and investors

Supply monthly production reports to the Board of Directors

Prepare monthly commission and incentive reports to accounting for payroll

Review and respond to quarterly quality control audits

Maintain and update loan policy and procedures manual

Conduct weekly staff meetings in order to produce sales, assure deadlines are met, encourage excellent customer service and update the staff regarding changes to guidelines, products, procedures along with federal and state statutes

Complete annual performance evaluations

Eureka Homestead, Metairie, LA 2008 - 2009

Loan Production Manager

Managed daily operation of the mortgage department, including underwriting, processing, closing, quality control and compliance

Supported originators on sale calls and closings

Conducted weekly meetings with 6 staff members to ensure deadlines were being met

Coordinated staff in regards to all changes to guidelines, products, procedures and federal and state statutes

Coached, motivated and retained staff

Completed annual performance evaluations

Provided various weekly and monthly production reports to senior management

Reviewed and contracted new investors to provide a variety of mortgage products Omni Bank, Metairie, LA 1996 - 2008

Assistant Vice President/Mortgage Operations Manager 2003 - 2008

Managed daily operations of mortgage department, including underwriting, processing, closing, quality control and compliance operations

Conducted ongoing training and support to all branch managers and commercial lenders

Reviewed and responded to quality control audits quarterly

Provided monthly production reports to senior management

Coached staff on weekly basis in order to produce sales and encourage excellent customer service

Contracted new investors in order to provide a variety of products to our customer

Ensured that mortgage loans are priced correctly, processed and closed in a timely manner

Supported originators on sale calls and closings

Performed annual performance evaluation on staff personnel

Reviewed and approved mortgage loans, wires and checks for closings

Trained and updated staff regarding changes to guidelines, products, procedures, and federal and state statutes

Provided end of the year HMDA data reports

Maintained and updated policy and procedures manual Commercial Lender 1996-2003

Managed a portfolio of $4M dollars

Developed and serviced a portfolio comprised of commercial, residential and small business clients

Retained and grew current business relationships and developed new business

Obtained and secured appropriate loan documentation

Referred and provided a complete residential package to the mortgage department

Created SBA-PLP Program manual

Provided a strong partnership with branch associates to generate referrals and leads

Promoted cross-selling of bank products

ArgentBank, New Orleans, La 1982 - 1996

Loan Serving Officer/Banking Officer

Responsible for consumer lending for the branch

Managed a loan portfolio of $1M dollars, including the processing and underwriting of FNMA and FHLMC residential loans

Branch Manager

Responsible for management of branch by developing branch staff, supporting sales goals, and actively participating in the selling and delivery of all financial services

Ensured that the branch delivers quality customer service, including opening accounts, providing customers with information, and resolves banking problems for customers

Maintained security controls to protect the facility against criminal and fraudulent operations and unnecessary risk or exposure

Skills

Proficient in Microsoft Applications (Windows, Word, and Excel)

Automated Desktop Underwriter

Memberships & Affiliations

New Orleans Metropolitan Association of Realtors

Mortgage Lenders Association of Greater New Orleans

National Association of Professional Mortgage Women Education

Louisiana State University – Banking School of Supervisory Training- Graduate

Nicholls State University – Criminal Justice Major

South Lafourche High School – High School Graduate, General Studies References available upon request

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