Mortgage Professional
Resume:
Audrey Russell
Dallas, TX *****
adtbnh@r.postjobfree.com
Objective:
Experienced mortgage manager with over 20 years of working experience and over 5 years in working experience in management. I am looking to further my experience in the mortgage industry using my knowledge and experience.
Work Experience:
Document Custodial Manager (Post Closing)
Fairway Independent Mortgage Corporation - Carrollton, TX
September 2020 to August 2022
Oversee day to day operations for the collateral processing department
Managing a team of 8-12 people
Ensure that all client’s service level agreements (SLA) are being met daily
Managing the staff's attendance, schedule, and vacation planning
Engage and keep the team motivated
Conduct weekly huddles
Follow all warehouse banks and investors guidelines (Fannie, Freddie, multiple housing authorities)
Adhere to all safety policies and protocols
Provide additional training when needed
Assist with writing the departments Quick Reference Guides (QRG)
Providing excellent customer service to our clients
Provide coaching and development
Working with other departments to meet daily shipping deadlines
Assist with hiring, onboarding, terminations, and other HR duties
Conduct monthly one on ones and annual reviews with the team members
Resolve escalated issues with the title companies or collateral resolutions for missing documents
Measuring an employee and the departments performance by utilizing the hourly, end of day, error and exceptions report to identify their trends and gaps
Boost team morale
Setting goals and expectations
Mortgage rate lock pricer
Ava Consulting for Mr. Cooper - Irving, TX
September 2019 to August 2020
Examine real estate mortgage rate lock exceptions for approval accurately and within a timely manner.
Point of contact for originations and sales personnel reviewing all price concession request.
Examine personnel request to determine the correct disposition.
Negotiate concessions request for approvals & denials.
Following the company policy to determine if the pricing exception is acceptable
Provides supporting backup support to personnel as or if needed.
Inbound/Outbound Document Custodial QC Supervisor
Bank of New York Mellon - Dallas, TX
October 2016 to August 2019
Oversee daily activities and manage a staff of 6 to 15 employees providing coaching, scheduling, training, monitoring performance, and conducting performance reviews
Direct and coordinate all Quality Control Functions within the Company Policies and Procedures.
Plans, organizes, leads, controls, and coordinates the day to fay activities of associates involved in providing services in the area of Quality Control
Analyze and prepare trending data reports for Sr. Management
Provide support to the operations and call center teams either by measuring/reporting quality, training, coaching, or creating quality tools
Reverse Mortgage Claims Processor, Governance Analyst (QA)
Technology Ventures for Fannie Mae - Dallas, TX
August 2014 to September 2016
Examine and processed real estate claims and score for quality, compliance, and adherence to the policies and procedures utilizing departmental scorecard
Following Fannie Mae and HUD guidelines for processing expenses submitted per their Marketable Real Estate Title date.
Research issues and obtain proper supporting documentation in a timely manner as requested by investor or real estate mortgage insurance company
Complete timely real estate audits of all assigned claims to ensure all requirements have been met and claim process can be validated.
Customer Advocate and Reimbursement Claims Analyst Manager
Wingspan for Bank of America - Frisco, TX
February 2013 to July 2014
Managing a team of 12-15 employees
Manages performance objectives of staff. Observes and evaluates performance, and provides and documents performance feedback through side-by-side coaching, goal setting and performance reviews
Review and process critical and expedited reimbursement claims in order to recover advances incurred to the servicer throughout the default process
Complete timely audits to ensure all requirements have been met, and claim process can be completed
OCC Claims Reviewer
Solomon Edwards for Bank of America - Dallas, TX
August 2012 to January 2013
Responds to, researches and resolves escalated inquiries and complaints requiring special handling that may have been forwarded by management committee members, agencies, and/or senior business leaders
Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and/or servicing, this may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or online transactions, etc., individually or in aggregate
Research issues identifying course of action, investigating/determining appropriate steps. Examines product information, terms, conditions, contracts, etc., creating correspondence(s) as needed. Processes complex and/or corrective transactions on-line including monetary and non-monetary actions
Supervisor, Job Coach/Team Lead, Imminent Default Underwriter
JPMorgan Chase - Lewisville, TX
February 2008 to July 2012
Supervising a team of 10-12 front end collectors
Provide ongoing training and development for employees, ensure regular and appropriate feedback (monthly, mid-year, and annually)
Make recommendations for assigned personnel regarding employment, training, performance ratings, salary changes, promotions, transfers and terminations.
Liaison between Management and agents to assist with side by side and silent monitors, offer additional training for new products that were being offered to the customers, weekly Management conference calls, special projects, one on one training for individuals who were not meeting the department's monthly goals
Ability to display a high-level of critical thinking in bringing successful resolution to high-impact, complex and/or cross-functional problems
Education
Northlake College - Irving, TX
January 2013 -
Mortgage Banking
Mansfield High School - Mansfield, TX
August 1990 to May 1994
Diploma
Skills:
Extensive mortgage knowledge, mortgage documentation, AS400, Encompass, Blacknight, Purchase Clearing, Mortgage Operations, Loss Mitigation, Collections, HAMP/HARP, loan modifications, customer service, forbearance, Reverse Mortgages, strong analytical and research sills to find the root causes and to help find remediation for QA/QC purposes, Citrix, Sharepoint, GNMA Eportal, EMBTrust, LSAMS, Agent Desktop, MSP, auto dialer, Microsoft Office, Zoom, Teams, Excel, and Powerpoint
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