Lending Operation's Officer

Amy Marie Baker

Portland, OR 503-***-**** *********@*****.***

Manager Mortgage Lending Home Equity

Leadership career professional with years of execution in all aspects of Mortgage Lending. Driven to succeed with an overall organizational focus that centers on the customer experience with efficiency and direction. Dedicated to the development and advancement of team members with a leadership approach that emphasizes quality decision-making, active listening and employee engagement.

Team Development Management Customer Service Excellence

Operations Communication Compliance

Collaborative Influential Leads by Example

Computer Skills: MS Office (Word, PowerPoint, Outlook, Excel, Access) and multiple Wells Fargo platforms including but not limited to Core, ELF, Hogan, ERLMF, ACAPS, c2c, CDP, ICMP and EDM.

Experience

Wells Fargo 01/2000 – 08/2022

Lending Operations Associate Manager 02/2019 – 08/2022

Leader of Closing Operations team within Consumer Direct. Responsible for 17-14 direct reports daily execution of closing tasks and workflow. Collaboration with cross team functions to ensure all risks mitigated, loans closed within the compliance of TRID and customer service communications completed.

Led project to highlight additional mentorship program for new hires. Applied in-depth mortgage experience to build successful mortgage closers. Additionally added insight into coaching, mentoring and execution on Big 4 compliance and CCE build out process for Home Lending.

Consistent leader amongst Consumer Direct within the team leading the way in the top 10% of performance, execution, quality, and customer service in 2021.

Home Equity Loan Administration Manager II 06/2017 – 02/2019

Management of a Fulfillment and Closing services team within Home Equity. Team specialized in the accurate review of signed home equity closing documents. Ensured all procedures, policies and risks of the transaction were completed prior to line of credit boarding. Additionally, handled monetary advances from line of credit transactions including critical payoffs.

Provided leadership within the national footprint to outline closing/funding responsibilities to ensure lien protection of products. This included all aspects of regulatory compliance, risk assessment, accurate error reporting and post-closing procurement, as applicable. In addition, addressed and resolved any customer service issues at the fulfillment level and partnered with our CCRG group as needed.

Change management expert with active participation in the closing and funding of applications within the national home equity transformation pilot. Engaged in the implementation to ensure successful boarding’s of applications, from legacy system to new CORE platform.

Assisted as Operational Risk Consultant to review and audit closed home equity applications in new CORE operating system. Testing was vital for the quality control, process improvements, risk assessment and compliance adherence of the new platform.

Area Mortgage Closing Manager 06/2014 – 06/2017

Managed 15 mortgage loan closers that handled mortgage originations from clear to close to disbursement and recording.

Ensured accuracy and adaptation of all compliance related requirements, especially the TRID required government regulations and timelines.

Collaborated with regional sales partners, home mortgage consultants, home mortgage processors, underwriters and external title agents to drive closing pipelines to ensure closings were completed accurately and on time.

Area Processing Manager 01/2011 – 05/2014

Accountable for the management and leadership for 35 home mortgage processors and 1 LAM 1, throughout the state of Oregon and Southwest Washington. Proven leadership aptitude within a production timeline by prioritizing and maintaining high quality standards and expectations of workflow.

Managed all levels of files within the processing queue from wage earners to business owners to ensure all documents were accurate, complete, and compliant for successful submissions from the processing team to the underwriting teams.

Attended and facilitated home mortgage retail sales trainings within the footprint of the region. In addition, facilitated learning and growth within the processing team rolling out changes and continued credit and compliance education with assistance from area assigned lending managers.

Senior Loan Processor 04/2008 – 12/2010

Mortgage Closing Specialist 11/2007 – 03/2008

Closing Supervisor WFHE 01/2000 – 10/2003

Professional Awards

Golden Spoke Home Lending Service Conference Winner 2019

Five- and Ten-Year Service Recognition Awards

Five Leadership Excellence Awards

Fifteen Service Excellence Awards

Regional Risk and Quality Leader at 98.7%

Gallup Q12 top 20% leadership awards in 2014, 2015 and 2016

Community Volunteer Work

Oregon Food Bank Volunteer

Oregon Humane Society Volunteer

SOLVE beach clean-up participation

The Robert Packard Center for ALS supporter

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