Loan Processor Call Center

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ROGER L. RINGO

Keller, TX • 817-***-**** • adu9ee@r.postjobfree.com

FINANCIAL SERVICES/MANAGEMENT PROFESSIONAL

Financial Services • HR/Personnel • Performance Analytics • Team Management Consummate finance professional with in-depth experience in managing operational default and revenue generating programs designed to reach prescribed budget and production objectives. Experienced manager with adept understanding of production initiatives and KPI attainment strategies. Executes management fulfillment tenets which efficiently cover training and education platforms, Quality/Compliance protocols and required monthly deliverables. Development of a highly consistent, performance-oriented culture that emphasizes quality, month to month improvement, key employee retention and effective leadership development. Repeated success as multi-faceted project leader able to direct multiple tasks proficiently. Core Competencies

Management

Communication

Loan Leveling

Training

Reporti

ng

Coachin

g

Pipeline Management

Team Building

Forecast Analysis

PROFESSIONAL EXPERIENCE

MORGAN STANLEY/COMPUNNEL, INC, Coppell, TX

Sr. Loan Workflow Coordinator (Sept. 2022 – Jan. 2023)

Daily integration of performance/production metrics data to identify gaps needing prioritized effort from assigned Relationship Managers, Loan Processors, Underwriters and/or Division Leadership.

Management of the day-to-day departmental workflows of assigned Regions to ensure that functionality and communications between agents, departments and stakeholders are in sync so needed work is organized and efficient.

Consistent interaction with Sales and Operations staff members to convey reported alerts of flagged accounts needing attention along with suggested path(s) to timely resolution.

Tracking and maintenance of daily productivity reports. RED VENTURES/SAGE MORTGAGE, Remote

Mortgage Processing Manager (Nov. 2021 – Jun. 2022)

Responsible for day-to-day management and direction of mortgage processing unit.

Develops and implements updated workflow initiatives to help ensure consistent KPI efficiency and SLA adherence.

Responsible for modification and maintenance of department’s standardized communication policy and ensures suitable resource allocation to provide appropriate support coverage for phone and digital process communication channels.

Communicates with other departments’ leadership including, but not limited to sales, executive management, analytics, compliance, etc.

Ensure effective pipeline management.

Manages consumer document intake process to ensure service level agreements are in compliance with established thresholds.

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HOME POINT FINANCIAL, DFW, TX

Director - Mortgage Processing (Dec. 2020 – Jun. 2021)

Effectively managed the daily productivity in Processing Division to achieve monthly funding and final dispositions established

Maintained compliance with investor regulations and corporate policies.

Conducted assessments of residential refinance loan applications.

Routinely processed up to 20 loan applications on monthly basis.

Developed and managed Senior Mortgage loan Processor staff.

Ensured that new mortgage loan files (FHA, USDA, VA, Conventional, -CEMA-) were processed and completed in accordance with federal guidelines and division policies & procedures.

Evaluated loan packages for accuracy, compliance and completion with government regulations.

Monitored active loan pipelines for efficiency and SLA adherence.

Provided top-level management with coaching and recommendations for standardized improvement(s).

Prepared loans for Clear to Close (CTC) review.

Ensured the department goals, and milestones were met.

Implemented disciplinary measures where needed, up to and including termination of employment. SOURCEPOINT MORTGAGE, Dallas, TX

Mortgage Processing Manager (Oct. 2020 – Dec. 2020)

Directed the workflow and procedures of 40 member mortgage lending unit consisting of mortgage processors, mortgage underwriters and offshore operations associates for conventional residential mortgage processing.

Ensured that new mortgage loan packages are processed and completed according to established policies and procedures.

Conducted assessments of residential purchase and refinance loan applications.

Routinely processed 10 - 20 loan applications on monthly basis.

Directed the daily activities of mortgage loan processors, conventional mortgage Underwriters, processing assistants and offshore operations associates.

Managed the workflow of the loan processing team for residential real estate mortgages (FHA, Conventional, VA).

Was responsible for recruiting, hiring, onboarding, training, motivating, and managing all members the mortgage processing team.

Ensured that all team members adhered to regulatory compliance guidelines.

Established prescribed KPI's and monthly goals for the mortgage processing team.

Interfaced regularly with 3rd Party Leadership and internal partners to assure the mortgage closing transaction progressed smoothly.

LOS System used ~ Encompass

DIVINE REALTY COMPANY, Fort Worth, TX

Mortgage Operations Manager (Jan. 2016 – Mar. 2019)

Managed team consisting of 12 Credit Analysts and 15 Mortgage Loan Processors responsible for analyzing the credit and financial data of clients seeking mortgage loan eligibility and processing all applications to completion for underwriting review, respectively.

Monitored and sent daily production emails with quality/ production tips, current production challenges, plans to maintain Service Level Agreements, etc.

Motivated and led team to success using recognition, team building activities and positive reinforcement.

Ensured that team met production and quality expectations. ROGER RINGO Page Two

Executed Pipeline Management to ensure daily SLA metrics were met.

Processed up to 10 loan applications a month.

Implemented monthly One-on-One mentoring for team members.

Conducted weekly team huddles to discuss protocol updates, production status, etc.

LOS System used ~ Encompass.

JP MORGAN CHASE, Fort Worth, TX / Irving TX

Mortgage Lending Manager/Loss Mitigation Manager (Jul. 2007 – Mar. 2014)

Served as a subject matter expert on key sales program initiatives and operational communicative scripting.

Managed the Loss Mitigation activities on delinquent real estate loans.

Oversaw the functions of all Foreclosure Prevention activities, including bankruptcy loans and loan modifications.

Oversaw processing of multiple mortgage loan products, including FHA, Conventional, VA and Nonconforming (Jumbo) applications for HARP and HAMP refinance initiatives.

Managed and developed the Loss Mitigation Staff, conducted one-on-one sessions, performance evaluations, and ensured process oversight.

Managed and directed the daily work activities of the Mortgage Banking team; which included 15 mortgage processors, eight underwriters, six operations analysts.

Oversaw unit's lending functions ~ including Sales, Processing and Underwriting.

Closely monitored the productivity and budgetary performance of the Banking unit via SLA reporting data.

Ensured efficient delivery/completion of required tasks, services and defined deliverables to clients and partners.

Charged with the development, maintenance and implementation of department policies and procedures.

Managed subordinate staff and unit projects.

Ensured milestones and prescribed goals were met each month.

Proactively assisted in the processing of HARP and HAMP refinance applications.

LOS Systems used ~ Encompass, DRI, MSP

AMERICAN DEBT COLLECTION CO. (ADCC), Oxford, MS

Call Center Floor Manager (Mar. 2004 – May 2007)

Directed floor monitoring and supervision of call center staff.

Ensured all Collection staff operated complied with FDCPA regulations when communicating with commercial and private debtors.

Identified down trends via operational tracking methods and accordingly implemented modified processes to strengthen those areas of deficiency.

EDUCATIONAL BACKGROUND

University of Mississippi (Ole Miss): Marketing/Finance Major 1990-94 Winona High School: College Preparatory 1986-90

Proficiencies:

Technologies: SharePoint, Microsoft Office (Excel, Word, PowerPoint, Access), MSP – Black Knight, DRI, Closing Corp, Encompass, Blend, AIQ, FiServ, FHA UI, EDMS

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