Customer Service Branch Manager

Paula Ashby Sarvello

**** *. ********* **. ***** UT 84093 801-***-****

************@*****.*** or ************************@*****.*** Objectives

To obtain a position with a company that I can keep a long-standing relationship with. I have 30+ years as a Mortgage Lending Professional. I am seeking a challenging position as Manager of Mortgage Operations or its equivalent. My goal is to provide leadership by overseeing the quality and production of mortgage operations. Review staff quality, production levels, work habits, mentor, and train. My extensive years in the lending industry make me an excellent candidate in the role of Mortgage Operations Manager/Quality Control Manager or its equivalent. Experience

City First Mortgage, Bountiful UT, Secondary Marketing Ops Mgr 08/01/2009 – Present

• Under my management, City First Mortgage has had two repurchases in the last 13 years.

• Maintained a steady increase in investor pricing by 35% for the last 8 years

• Conflict resolution within all departments, investors, and borrowers if or as needed.

• Perform analysis and research on correspondence, loans, and checks across multiple enterprise systems, including Encompass LOS, Optimal Blue, Doc Magic, various industry programs.

• Manage and Assist in all depts, including Compliance, UW, Processing, Closing, Funding, Appraisal UWs, and Post-Closing

• Maintain working knowledge of FNMA.FHLMC and FHA/VA/USDA policies and guidelines, Regulatory Mortgage Compliance, State, Federal, Local Government, Private Investors, and Insurers.

• Cross communicates between MLO’s, Processors, Secondary, Underwriting, Closing and Shipping.

• Assist in building consistency in application of underwriting guidelines.

• Provide specific subject matter expertise to mortgage operations staff regarding underwriting guidelines and product offerings.

• I oversee 80% Underwriting Support.

• Routine review of line work (re-underwriting of current pipeline loans and/or files reviewed by QC with multiple errors) to determine root cause of error(s) and supply coaching for related underwriter/manager to eliminate error(s). Report trending to senior management to address in training and communications.

• Oversee new mortgage product & service development, as well as reviewing and recommending changes to existing product suite for continued enhancements.

• Supervise approximately 200+ employees (day-to-day supervision, training, coaching, and annual performance reviews).

• Manage third party relationships including conveyancing attorneys, appraisers, title companies, investors, and mortgage software vendors.

• Oversee the daily posting and tracking of all mortgages rates. Paula Ashby Sarvello

7775 S. Caballer Dr. Sandy UT 84093 801-***-****

************@*****.*** or ************************@*****.*** 2

• Oversee the daily processing of mortgage applications ensuring they adhere to City First/investor guidelines.

• Primary responsibility to manage the Mortgage Company’s various origination, processing, and servicing platforms.

• Make recommendations to CEO on new vendors.

• Analyzes and resolves work problems or assists workers in solving work problems.

• Professional development – City 1st University, an in-house career growth and employee training program.

• Continually seeks out process improvements, recommends solutions to improve departmental productivity, efficiency, and quality of service.

• Work with Branch Manager to monitor brokered loan services and ensure branch service standards.

• Performs other related activities and other duties as needed.

• Manage the Secondary Marketing dept.

• Train all Underwriters, Processors, Closers/Funders and Post-Closers as required.

• Member of City 1st Executive Steering Committee.

• Manage and research compliance regulations, rules, and laws through all governed areas, including CFPB, OFAC, Frank-Dodd and all investor compliance requirements.

• In Charge of and Assist in State, Govt & CFPB Audit responses.

• Draft management responses on all compliance audits, including state, government agencies, FNMA, FHLMC, HUD, VA, and internal audits.

• Manage and maintain all investor pricing and pricing engines.

• Admin for Encompass 360 Bankers, Optimal Blue, Mortech, MERS, Investor websites, AMC websites and multiple systems used day to day.

• Obtain new investors and the recertification of current investors.

• Create and educate on-board training for new hires and ongoing training of new and current systems, investors, and products for all employees.

• Non-Originating Branch manager of the Corporate Office branch. Plaza Home/Universal Mtg/West Star Financial/Contract Mtg Prof, UTAH 08/1992 – 07/2009

• Closing/Funding Manager, Underwriter, Auditor, Secondary Manager, Mortgage Educator/Trainer, Processor and Manager of all the previous departments at one time or another Assisted underwriters by signing off conditions and performing final underwriting reviews, as necessary. Managed underwriting overflow.

• Performed appraisal underwrites, AVM and BPO reviews.

• Managed and maintained pricing and locking of all loans on the secondary market.

• Excellent customer service skills.

• REO Foreclosure Claim Specialist, including the posting of all Claim checks, and all loan liquidations.

Paula Ashby Sarvello

7775 S. Caballer Dr. Sandy UT 84093 801-***-****

************@*****.*** or ************************@*****.*** 3

Education

East High School and Various Mortgage/Business Certification Courses, Salt Lake City UT

• 1989. Diploma, East High School, Salt Lake City, UT

• 1992 – Present. Certificate of Completion for finance and business classes/seminars provided by the Mortgage Bankers Association, FHLMC, FNMA, FHA, VA, and various mortgage investors. Summary of qualifications

• Excellent written and verbal communication skills

• Increased Secondary Marketing investor pricing on loans by 35%

• Have maintained a 0% repurchase and 0% Indemnification record for the last 13 years

• Implemented multiple training and education courses to help the newly hired & current employees

• Excellent judgment, logic, and reasoning

• Planning and organizing skills and ability to manage multiple priorities

• Proven leadership skills and customer service orientation

• Strong customer service skills

• Proven change management experience

• Excel at FHA/VA/USDA insuring and have been able to get very aged uninsurable loans insured.

• Ability to coach and develop employees

• Strong computer skills including Ellie Mae applications, email, and pc software packages

• Proven managerial or team leadership skills

• Effective communication and relationship building skills I have over 30 years in all aspects of the mortgage industry. I have managed a staff ranging from 11 to 500 employees. I am an FHA DE Underwriter. I have extensive working knowledge on all MS Office Suite 2013 and greater, Excel, Word, Outlook, PowerPoint, MS SharePoint, Visio, Financial Software Applications Knowledge: Evolve/MRN, Ellie Mae Products, Encompass 360, Velocify, Consumer Connect, Loan Officer Connect, TPO Connect, Webcenter, Mavent Microsoft applications, Doc Magic, BytePro, Mortgage Builder, Black Knight Empower/LendingSpace LOS, MortgageBot, LoanSifter, LP, DU/DO, MERS, many systems and various programs, I have system rebuild, document creation, database creation and program writing experience. I have extensive regulatory consumer compliance experience with the following Federal Laws and regulations: TRID, CFPB, ECOA, Reg B/ TILA, Reg Z, FCRA, Reg V, Fair Lending, UDAAP, ESIGN Act, EFTA, SCRA, MLA, FDCPA, GLBA, RTFP, Reg U; Reg T. Typing speed 65 wpm. I am skilled as an adaptive learner, working well with others, and identifying problems and solutions. I excel at handling high challenging, or stressful situations. References are available upon request.

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