Loan Processor Support Specialist
Resume:
Glendon “Glen” Crain
Tarpon Springs, FL
*************@*****.***
Work Experience
PerfectDocs National Account Executive
Nationwide Title Clearing – Palm Harbor, FL.
Serve as the lead point of contact for all client account management matters.
Project Management
Build and maintain strong, long-lasting client relationships.
Provide professional after-sales support to enhance the customers’ dedication.
Develop trusted advisor relationships with key accounts, customer stakeholders and Executive sponsors.
Ensure the timely and successful delivery of our solutions according to client needs and objectives.
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
Develop new business with existing clients and/or identify areas of improvement.
Forecast and track key account metrics (e.g., quarterly client volumes, scorecard results and annual forecasts).
Prepare reports on account statuses.
Collaborate with sales team to identify and grow opportunities within territory.
Assist with challenging client requests or issue escalations as needed.
Work directly with operations as a predictive solution-oriented resource to ensure that services are maintained within SLA.
Main point person for our SaaS system to provide client support and to troubleshoot and error messages that end user may receive.
Guaranteed Rate Affinity, Clearwater, FL.
Strategic Onboarding Specialist / National Corporate Trainer / Anything & Everything Support Desk
Guaranteed Rate Affinity - Clearwater, FL, successor in interest to Sunbelt Lending SVCS/PHH
May 2018 to May 2020
Deliver excellent customer service and support for all new hires throughout their first 90 days of employment
Promote consistent, transparent communication between new hire, hiring manager and all stakeholders at all times and ensure all parties are aware of their responsibilities and deadlines throughout the onboarding process.
Project Management
Partner with hiring managers, recruiters, and applicable departments to identify and coordinate adequate processing support for incoming loan pipelines.
Work with divisional/local leadership and other support groups to ensure adequate oversight, training and mentorship of all new hires.
Address general HR, licensing, marketing, system, process and accessibility questions and issues throughout onboarding process
Promote early and seamless adoption of established policies, procedures and resources to drive job competency, satisfaction and profitability within first 3 months of hire.
Conduct routine check-ins and follow ups with new hire and hiring manager to monitor training progress, address concerns and identify additional needs
Document and track new hire progress and identify regional and local trends, partner with leadership to address individual and systemic opportunities swiftly
Facilitate strong transition to local manager within 90 days
Provide National Support for Sales and Operations staff through JIRA ticketing system’s
Troubleshoot all technology issues for all systems
Host national trainings for the Appraisal process.
Transitional Support Nationwide
Assisted with multiple office transitions.
National Corporate Trainer
Guaranteed Rate Affinity - Clearwater, FL, successor in interest to Sunbelt Lending Services/PHH
August 2017 to May 2018
Facilitate learning via classroom instruction and webinars; incorporate a variety of presentation methods and applications to accommodate adult learning styles
Deliver new hire training and other departmental training programs; provide creative, effective classroom instruction throughout the organization
Manage classroom environment, analyze results, and identify gaps in training needs.
Design leader and participant guides, job aids, training curriculum and other required coursework that is clear, concise, and accurate.
Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company
Create exercises, instructional activities and training assessments that reinforce learning
Partner with Subject Matter Experts (SME’s) to create and revise departmental procedures through process mapping
Explore new ideas for improved workflow and automation enhancements
Support departmental initiatives and identity ways to enhance training effectiveness
Contribute to the overall success of the Training Dept. by identifying ways to continuously improve the learning process
Perform various other tasks as assigned by the department Vice President
Host trainings for all employees within any and every department including Appraisals
SE Regional Training Manager / Encompass Administrator / On-Boarding Specialist
Sunbelt Lending Services, PHH Mortgage - Clearwater, FL
May 2015 to August 2017
Facilitate learning via classroom instruction and webinars; incorporate a variety of presentation methods and applications to accommodate adult learning style
Deliver new hire training and other departmental training programs; provide creative, effective classroom instruction throughout the organization
Manage classroom environment, analyze results, and identify gaps in training needs.
Design leader and participant guides, job aids, training curriculum and other required coursework that is clear, concise, and accurate.
Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company, including loan applications, HUD1’s and Closing Disclosures (CD’s )
Create exercises, instructional activities and training assessments that reinforce learning
Partner with Subject Matter Experts (SME’s) to create and revise departmental procedures through process mapping
Act as support liaison between PHH /Sunbelt Lending and Ellie Mae
Complete Encompass requests within SLA
Maintain and audit user access and security
Assist in the process for creating new Encompass functions/capabilities
Integrate 3rd party vendors and services
Support end users with questions, concerns regarding usage of the system on a national level
Assisted with updating business rules within the Encompass360 System
Promote early and seamless adoption of established policies, procedures and resources to drive job competency, satisfaction and profitability within first 3 months of hire.
Technical Support Specialist / Encompass360 Administrator
Sunbelt Lending Services, PHH Mortgage - Clearwater, FL
May 2015 to November 2015
•Maintain the Mortgage Operation System known as EllieMae / Encompass to ensure all users have the capability to navigate without issues.
•Daily administration and support of the Encompass360 Software System including managing user setup, security and record types.
•Participates in the software testing process.
•Main point of contact for escalations for Encompass related support issues on a national level
Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, & departmental guidelines and policies for customer interaction.
•Manage case backlog top department standards.
•Manage continuous inbound customer enquires via multiple channels; prioritize and escalate based on recognized business impact; self-manage case backlog to acceptable levels.
•Effectively use knowledge base of Microsoft Word, Excel and Outlook along with all resources available to drive resolution.
•Recognize and respond accordingly to systemic customer-impacting problems.
•Systems used include: NetIQ, Bomgar, EllieMae and familiar with using VPN network as well.
•Manage and assist the Operations Center and Loan Officers with all Vendors.
•Writing business rules as need for EllieMae origination system
Investor Suspense Manager
Sunbelt Lending Services, PHH Mortgage - Clearwater, FL
November 2014 to May 2015
•Monitor the Post Closing inbox for Post-Closing Conditions and questions for review
•Monitor lender websites for conditions on unsold closed loans. This is done for all lenders/vendors that do not email their conditions into the Post Closing inbox
•Assign loans to an individual post closer, send suspension letters to team members and input loan information in PC lender software
•Follow up on any loans that require escalation and assistance from Director of Post-Closing or loans that haven’t cleared within 7 days.
•Mentor and coach post-closing team members, including participating in reviews and other tasks required by the Executive Team.
•Work in coordination with the Secondary Market Manager and Rate Lock Team Lead to make decisions on loans that need to be moved from one investor to another due to a loan being ineligible for purchase.
Sr. Mortgage Loan Processor
Sunbelt Lending Services, PHH Mortgage Clearwater, FL
April 2013 to November 2014
•Complete processing of VA, FHA and Conventional Mortgage Loans through Encompass
•Audited and verified the accuracy all Clients Loan with Credit, Income, Tax Returns, Assets, Title report and Collateral
•Ability to read and run LP, DO and DU findings, as well as make sound lending decision
•Maintained a pipeline of 40-50 loans and closing 25 plus loans monthly
National Training Manager
Beef ‘O Brady's - Tampa, FL
January 2012 to November 2013
•Filming and shooting new training videos for Front of House and Back of House employees
•Trained new franchise partners on Beef O Brady’s policies and procedures
•Trained franchise partners on menu items along with training the partners on executing the menu completely
•Trained employees on Point-of-Sale systems such as Micros and Aloha along with complete inventory control along with P&L training.
•Train Corporate Managers and Franchise partners on proper recruiting, staffing, termination, and all related HR Policies
General Manager “GM”
Beef 'O Brady's - Parrish, FL
December 2008 to January 2012
•Managed day to day operations and marketing
•Controlled food costs and inventory control
•Managed daily labor costs
•Continued to train staff under food safety guidelines
•Staffing, Recruiting, Terminating, and properly training management staff on proper HR policies and procedures
Education
Culinary Arts
Keiser University - Sarasota, FL
2009 to 2011
•Certifications/Licenses
NMLS #1556004
2015 Chairman’s Club – PHH Home Loans / Sunbelt Lending
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