Manager Customer Service

Tammy L. Rich

**********@*****.*** • linkedin.com/in/tammy-rich-75878725/ • Manchester, NH • 603-***-****

Mortgage Officer

Driven, detail-oriented lending professional with 16+ years’ success driving profitability, production, and compliance objectives for high-volume lenders. Strong leader develops high-performing teams that surpass growth targets in conventional, FHA, VA, construction, and land loans. Expertise in loss prevention, risk management, and regulatory compliance. Outstanding communicator and valued partner of clients, appraisers, agencies, and attorneys.

•Mortgage & Loan Origination

•Client Service

•Fannie Mae / Freddie Mac Guidelines

•Underwriting Decisioning

•Quality Assurance (QA)

•Training & Support

•Business Partnership

•Vendor Management

•Title Examination & Reporting

Career Experience

Home Equity Loan Analyst, St. Mary’s Bank, Manchester, NH 2014 to 2019

Served as intermediary workflow manager between loan originators, underwriters, and the title company. Opened new files in Loans PQ system, assessed completeness with a self-made checklist, and elicited supplementary documentation from loan officer in compliance with internal and regulatory requirements. Ordered title and property condition reports or full appraisals. Managed closing documentation, fee instructions, payoff requests, and receipt of final documents within 24 hours of execution. Performed QA audit of title documents and resolved discrepancies timely.

●Commended for lightning-fast speed and superior accuracy even while managing 70+file caseload.

●Outperformed productivity targets with an average of 45+ loans processed per month, 99.9% QA scores, and less than 1% re-run rate on loans advanced to closing.

●Implemented new QA checklist for loan analysts that accelerated file turn time by 40%.

Mortgage Services Processor, Merrimack Mortgage Company, Manchester, NH 2013 to 2014

Utilized multiple appraisal and lending production platforms to process loan files, order appraisals, and retain documentation in compliance with internal, investor, and regulatory guidelines. Reviewed borrower files and issue credit decisioning, including recommendation of alternative lending products based on creditworthiness. Enforced QA standards for fee collection and documentation completeness over pre-approvals, purchases, and refinancings. Performed pre-closing QA check over title accuracy, client credit report, debt-to-income thresholds, identity fraud report, and Fannie Mae / Freddie Mac appraisal scorecards.

●Achieved best-in-department QA scores with consistent passing marks and minimal to no findings.

●Recruited to pre-closing QA team in recognition of outstanding performance on QA audits.

●Surpassed production targets by underwriting average of 30+ files per month.

Mortgage Loan Processing Administrator Loan Originator, Digital Federal Credit Union, Nashua, NH 2003 to 2013

Coordinated multiple lending workstreams, including mobile branch operations and mortgage underwriting process. Worked closely with members to obtain financial data for underwriting decisioning including bank statements, credit reports, and income verification statements. Provided financial advisory and steered members with problematic credit scores to suitable lending solutions. Hired, trained, supervised, and evaluated branch staff. Provided hands-on feedback to ensure provision of member service to highest standards of customer service. Collaborated with sales teams of non-lending products to activate cross sales. Assisted in creating float coverage request form and weekly schedule.

●Commended for positive, proactive approach to application processing that steered challenging first-time borrowers, self-employed applicants, and members with difficult credit histories to loan approval.

●Awarded two promotions in three years for excellent product knowledge and best-in-class client service.

●Acted as backup to Branch Manager, including cash management, wire approvals, scheduling, and end-of-day account balancing.

●Drove compliance with internal service goals by answering 80% of calls within 30 seconds and responding to all emails within 24 hours.

Education

Bachelor of Science in Business Administration, Almeda University, Colorado Springs, CO

Licensure

Mortgage Loan Originator #847570, Nationwide Multistate Licensing System & Registry (NMLS)

Technical Proficiencies

Business:

MS Office Suite (Word, Excel, Outlook), KANA Email System, CuStar, XP Financial Platform, MemberWorks Tracking System, e-Gain System

Mortgage:

Episys, Equifax eMortgage, Mortgage Builder, DocVelocity, LenderX/Streetlinks, DataVerify, Birchwood Credit Services, MortgageBot, MGIC Private Mortgage Insurance system, Loan Prospector, Loans PQ, StreamLend

Professional References

John Owen

Sr. Information Technology Consultant

St. Mary’s Bank

cell: 603-***-****

Ashton Levis

Sr. Loan Officer/AVP

St. Mary’s Bank

cell: 603-***-****

Allison Melanson

Billing Specialist

MVC Eye Care

cell: 603-***-****

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