Manager

Victoria Herd

*******@*****.*** C:443-***-****

Professional Summary

Personnel Management / Team Building / Operations Management / Member Service/ Underwriting / Processing / Quality Assurance / Staff Training and Development / Closing / Post Closing

Top-performing Closing, Funding and Quality Assurance Manager. 10 years of management level experience in the CUSO environment. Proven effective and creative leader, communicator, and analytical person. Leader in managing cross-functional goals. Adept at developing and implementing policies and procedures that improve efficiency.

PROFESSIONAL EXPERIENCE:

SHARED SERVICE SOLUTIONS (S3), Linthicum, MD

Closing Manager – Home Equity Division 11/2014 –

12/2024

Managed the daily operations of the Home Equity Closing, Post Closing, Funding Departments, and member satisfaction scores for three Credit Unions. 2024 Home Equity closings: 14,348 units for $1.5 billion in commitments.

• Managed a team of thirty-one employees.

• Facilitated a steady increase in customer satisfaction by training staff in resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery. Continued staff training and leading by example resulted in a 15% improvement in the member satisfaction rating over a three year period.

• Assisted in achieving a 22% annual increase in profit among three credit unions by implementing new account management strategies.

• Developed and distributed reports and deliverables to ensure leadership and stakeholders were current on progress towards monthly goals and needs of the team.

• Selected a team of employees to work on the recordation project. At the start of the project there were thousands of unrecorded documents. At the conclusion of the project 95% of unrecorded items are within 60-90 days of closing.

• Managed the summer intern program for the Home Equity Division. Organized assignments trained and mentored summer interns. Several interns became full time employees.

• Developed qualitative and quantitative analysis and data metrics to determine opportunities for improvement, resulting in less manual processing, improved accuracy and turn time.

• Led teams through the development and implementation of automation to improve efficiency, resulting in FTE savings.

• Developed workflows to identify and minimize gaps in people, processes, and technology.

• Provided annual employee reviews and performance improvement plans as needed. Relevant positions – career development at Shared Service Solutions Promoted to Home Equity Closing Manager 10/2021

Promoted to Assistant Manager – Processing 1/2018

Promoted to Team Lead- Processing 7/2016

Hired as Permanent Processor – 11/2014

Temp Processor – 7/2014

Bank of America NA, Hunt Valley, MD

Home Equity Servicing Specialist II 06/2012 – 07/2022

• Prepared and organized mortgage loan modification applications according to state and federal policies and procedures.

• Reviewed loan files for proper disclosure of federal and state regulations and ordered and reviewed appraisals, payoffs, and titles.

• Obtained, and reviewed conditions needed to expedite loans quickly, troubleshoot, secure beneficial loan programs for borrowers.

ADDITIONAL RELEVANT EXPERIENCE:

Senior Processor -Assistant Closer and Post Closer, Mortgage One Solutions, Vienna, VA 03/2012 – 06/2012

TECHNICAL PROFICIENCIES:

MS Office Suite, DNA, VELOCITY

SKILLS:

Team Leadership, Time Management, Verbal and written communication, Complex Problem- Solving, Staff Training and Development, Operations Management, Financial Management, Processing procedures Customer Service,Financial document review, Report generation, Loan Closing Procedures

EDUCATION:

Towson State University

Bachelor of Science – Law Enforcement

Bachelor of Science – Sociology

CERTICIFICATIONS:

Public Notary

References – available upon request

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