Customer Service Business Partner

JULIE FONTENETTE

Hornell, NY ***** 626-***-**** ************@*****.***

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Results oriented. Adept at working effectively unsupervised and quickly mastering new skills. Committed to apply and demonstrate my transferable mortgage and management skills and experience and become a valuable member of the team.

Skills

Team Building/Leadership

Written and Verbal Communication

Customer Service and Sales Oriented

Get-it-done Mindset and Reputation

Attention to Detail

Friendly, Positive Attitude

Problem Resolution

Reliable and Trustworthy

Experience

People Lead

Walmart 12/14/23 to present

Serve as the Personnel Manager for associates.

Handle a multitude of HR concerns for Associates and Management. Hiring and onboarding. Reporting and compliance. High level of confidentiality.

Loan Processing Manager 06/2014 to 05/2023

LoanDepot Ontario, CA

Managed a team of Processors and Processing Assistants, anywhere from 5 to 25 direct reports. Pipeline ranged from 100-900+ loans. Six years on-site followed by three years fully remote team.

Established and maintained an excellent working relationship with business partner Branch Managers, Sales Managers and all sales staff, including Loan Officers, Loan Officer Assistants, and Production Assistants.

Managed and maintained pipeline which consisted of builder purchase, resale purchase, and refinance loans. Products included Conventional, FHA, VA, USDA, Bond, brokered, and Jumbo loans. Team processed employee loans. Team held Bond, Govt, and operating system SMEs as well.

Managed all processing functions, as well as Underwriting, Docs, Funding, and Post-Closing follow-up. Managed expense reports and reimbursement, check requests, post-closing audit findings, monthly incentives, and other similar responsibilities.

Established team member priorities and provided tools to assist.

Resolved problems regarding all loans in the pipeline and served as the first level of issue escalation.

Approved all rushes for the branch/team and coordinated other rushes with various departments such as Underwriting, QC, Doc Draw, and Funding. Created and maintained excellent relationships with managers, supervisors, and team members of these and all departments.

Prepared, provided, and monitored all team reports, including ECOA, Expiring Locks, Closing Dates, Aged loans, expenses, etc.

Interviewed and hired team of Processors, Processing Assistants, and Set Up Coordinators. Completed all New Hire paperwork.

Continually worked on up-skilling staff, including mentoring, training, motivating, and handling issues. Responsible for creating and delivering monthly and annual performance appraisals to all employees.

Prepared and provided various reports and/or feedback to management as required.

Monitored the team pipeline as well as daily workflow. Provided a variety of reports to team on a daily basis to ensure files were moving along and Close of Escrow Dates were met, which included daily follow up. Made adjustments as necessary. Resolved issues as needed, including escalating files when necessary. Provided coverage for peers as needed in their absence.

Scheduled and conducted multiple weekly pipeline review meetings with Branch/Sales Managers, Loan Officers and their assistants, and Processors. Proactively pulled and sent out pipeline reports for use during these calls. This allows for proactive management of pipeline and helps identify potential issues on files ahead of time.

Held weekly team meetings, in person; then once everyone fully remote, via Teams.

Only Processing Manager approved to move builder inspection completion conditions to PTI (Prior to Investor) as needed.

Residential Loan Processing Supervisor, AVP 02/2013 to 03/2014

Union Bank Brea, CA

Loan Processing Mgr/Corporate Processing Mgr 05/2012 to 02/2013

First Mortgage Corporation Upland, CA

Team Manager 11/2010 to 04/2012

Metlife Home Loans Irvine, CA

Processing Team Manager Retail and JV 04/2004 to 11/2010

Bank of America (legacy Countrywide Home Loans) Diamond Bar, CA

Manager

Various

Over 30 years experience as a Manager in Mortgage Lending.

Education and Training

Chums # 1998

FHA Direct Endorsement

High School Diploma

Northview High School Covina, CA

Honor Roll

Senior Class President

Covina Elks Lodge Scholarship Recipient

Business Administration

Cal Poly Pomona Pomona, CA

Some College

Accomplishments

Recognized as Top Processing Team Manager/Top Processing Team for outstanding performance and team contributions. For example, for 2022, team was recognized as top performing team in the Region 10 out of 12 months for Percentage to Funding Goal (exceeding funding goal and highest ranking) as well as for overall team stats (Customer Satisfaction Scores, Efficiency, meeting Purchase COEs, etc.)

Led team to achieve/exceed goals, earning recognition from upper management.

Recognized as Employee of the Month for outstanding performance and team contributions.

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