Talent Acquisition Customer Experience
Resume:
Bernita M. Alston
cell# 804-***-**** **********@*******.*** Richmond Metro Area
Objective
An accomplished, results-driven executive with extensive experience in transforming operational processes, optimizing performance, and creating an enhanced customer experience. An authentic, dedicated leader who builds high-performing empowered teams focused on achieving the organization’s goals and objectives. Effortlessly cultivates trusted business and stakeholder relationships at all levels. Leverages deep industry knowledge of directing all facets of mortgage operations, audit, risk, and continuous process improvements to drive sustainable revenue growth and cost savings initiatives. Navigated companies and teams through uncertain times with practiced change management skills. A leadership coach who encourages employees to expand their skillsets, utilize their unique strengths, and pursue professional development opportunities for success. I provide a proven ability to apply sound judgement and demonstrate integrity for focus and process with a solid work ethic.
Core Competencies
•Change and control Management/Turnaround
•Talent Acquisition and Management
•Employee Development through Onboarding & Training
•Process Improvement to identify Fraud and unusual activities.
•Cross-functional Collaboration
•Performance Management
•Risk base training, regulatory risk management, understanding and delivery explanation on legal and non-legal compliance with internal and external clients.
•Executive Engagement, Operational Trainer, Coaching and Mentoring, Training development coordinator. Quality control trainer.
•Service Retention leader.
•Project management, liaison for creativity
Professional Experience
Citizens Bank Glen Allen, VA (6/2023-present)
Post Closing Sr Manager-AVP
Manage a team of 6-9 associates and 1 team leader. Prepare policy and procedures for risk review, while working with risk partner. Manage a dedicated team of special product reviewer for an intensive review of Coops, CEMA, Bonds and MHP loans.
Interview, hire, train, mentor, and evaluate teammates. Coordinates workflow for assigned teammates, sets workflow deadlines, and ensures proper procedures are followed.
Responsible for risk ratings, ongoing tracking of credit quality and responding to regulatory requests. Executed standard accounting procedures specified to improve financial reporting and performance reviews bi-annually and annually. Analyze, organize, compile, interpret and report data to improve operating procedures and or related systems. Administer policies and procedures to ensure service level agreements (SLA’s) are met as well as compliance with various regulatory, investors, governmental or corporate requirements.
Monitors teammates for adherence to internal and external client touch points and communication matrix. Strong technical expertise for reporting and workflow development.
Evaluate, identify, and implement process improvement initiatives aligned to our key values.
Attract and motivate the team to achieve management business objectives while maintaining accountability and staffing to capacity.
Quickly and effectively respond to all market changes.
Extensive knowledge of Agency requirements (Client/FHLMC/FHA/VA/Bonds).
Fifth Third Bank Cincinnati Ohio (1/2018-3/2023)
Direct Sales Manager II-VP, Site leader
Manage personal and team production via local and Bancorp reporting and KPIs. Directly supervised Direct Mortgage Loan Officers (Total staff size of 10 - 25) and manage Assistant Direct Sales Manager I. Held business plan reviews with sales team leaders and Sr executives. Lead a highly ranked team of seasoned loan officers for overall top production for a solid year and half in all areas of production and quality workload.
Ensure team activities are aligned with productivity goals. Assist departmental management in identifying possible improvements in systems and procedures. Ensure that MLOs provide a high level of customer service to external customers. Participate in ongoing efforts to improve customer service for internal and external customers. Monitor state and federal compliance issues, as well as policies and procedures set by the bank, such as TRID, BSA, OFAC, Fraud Risk management and all Regulations. Monitor quality levels of loan originators to ensure adherence to credit policy and standards. Serve as an intermediary for loan issues with processing manager and underwriting manager. Analyze office of the president complaints/mortgage complaints as primary contact for customer overall decisions, while maintaining a lasting relationship. Confidence to operate in a deadline-controlled environment without compromising quality of work. Promote and create positive mindsets while being a catalyst for change. Responsible for making credit decisions for exception override with extenuating circumstances resulting from credit reporting.
Perform exception time reporting, performance reviews, coaching, performance management, commission administration and identifying training issues. Partner closely with HR Business partners to recruit and employ top notch talent for business strategies that is consistent with business goals and process.
Served as point of contact for 2nd in command behind SVP, for 6 months, to lead the site of 65 employees. Exhibit high quality sales numbers, quality work ethics and was chosen as the manager in charge to train 5 other sales managers for proper execution, rankings, leadership capabilities and sales metrics.
Led a team of QA/UAT testers for line of business needs. Delivered testing protocols and results.
Direct Sales Manager I-AVP
Supervised and assisted team manager with daily routines and organizational goals. Monitored attendance, accuracy and performance while maintaining quality and productive goals monthly for self. Analyze, organize, compile, interpret and report data to improve operating procedures and or related systems. Primary point of contact for customers and operation escalations. Built and sustained morality while maintaining a productive environment within the team. Maintained knowledge of policy and procedures to help regulate compliance rules and regulations. Cultivated internal relationships for excellence. Ranked as the top producing sales manager while managing a team of 3-5 MLO.
Mortgage Loan Officer-Officer
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, I achieve results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
Answer incoming phone calls from potential customers regarding request/question concerning new and existing mortgage. Facilitating the account approval process with underwriting, processing, and closing departments. Prepared and processed credit proposals for approval of all types of loan transactions. Top performer with quality application and OSAT scoring.
New hire mentor and SME on product knowledge, training, and development for line of business success.
Assisted manager as point of contact for customer and internal complaints.
SunTrust Mortgage Richmond VA (9/2016-10/2017)
Retail Operations Manager - AVP
Managed a team of 12+ associates while being responsible for managing the daily activities of a mortgage loan operations area. Responsible for staff training, policy implementation, and procedures development.
Interview, hire, train, mentor, and evaluate teammates. Coordinates workflow for assigned teammates, sets workflow deadlines, and ensures proper procedures are followed.
Monitors teammates for adherence to internal and external client touch points and communication matrix. Served as first escalation point for client service issues.
Responsible for risk ratings, ongoing tracking of credit quality and responding to regulatory requests. Credit approval and exception override to meet the needs of the customer’s profile. Executed standard accounting procedures specified to improve financial reporting and performance reviews bi-annually and annually. Analyze, organize, compile, interpret and report data to improve operating procedures and or related systems. Administer policies and procedures to ensure service level agreements (SLA’s) are met as well as compliance with various regulatory, investors, governmental or corporate requirements. Serves as a liaison with sales and operational managers to ensure smooth file and client satisfaction.
Executed as one of the top managers in the gov’t processing area with little to no turnover in staffing. Oversaw all aspects of day-to-day operations as well as business development and sales.
Loan Processor III
Responsible for processing government, MI insured and conventional mortgages consistent with company policies and procedures to ensure all regulatory requirements are met. Monitored and maintained a pipeline of loans to ensure closing dates and company deadlines are met. Exceeded as a processor and was asked to become a manager within 2 weeks of hire.
Communicates with loan officers, clients, title companies, closers, and underwriters to ensure all clearing and preparation for file closing is met. While building relationships with third party vendors, and internal partners.
Bank of America Richmond VA (2003-2016)
Customer Service Team Leader-AVP:
Lead, supervised, and trained a team of 15 customer service reps for credit card and deposit account holders. Assisted with the training of all new hires. Handled customer escalated inquires. Recognized outstanding performance and coached under performers to the level required for company performance. Completed monthly, quarterly, and yearly performance reviews and daily reports while monitoring calls for efficiency and quality performance. Recommended annual compensation increases in accordance with approved budget parameters.
Mentored new managers while coaching and facilitating career advancement and placement while maintaining a top team of service reps.
Case Manager II-AVP
Managed a team of 12 + VA and FHA abroad associate in the retention area. Instruct team on proper execution of banking plans while modeling service standards. Managed associates on inbound/outbound procedures on structured ways to contact borrowers to determine default reasons, borrower’s intent, financial ability to repay mortgage and to identify potential loss mitigation options and solutions. Review claims for investor or insurer guidelines for mortgage insurance. Help build client relationships and ensure positive customer experience. Guided team members through career advancement and created a culture of great morals. Cultivated workforce stability and bench strength through team building. Encouraged team to meet and exceed performance targets. Completed an average of 450 to 600 modifications per month. Assisted with customer escalations, inquiries, complaints, and provided win/win solutions for the customer/bank within approved guidelines. Partner closely with HR Business partners to recruit and employ top notch talent for business strategies that is consistent with business goals and process. Knowledge of HR and company policies. Utilizes electronic databases to source for candidates, evaluates and screen candidates, for next steps.
Ranked as the top manger while building a diverse team for stability and growth.
Training Development Coordinator-AVP
Traveled and trained a wide variety of associates on different platforms for consumer and government mortgage products. Created training material and prepared different workshops and pamphlets based on the business needs. Prepared daily agendas to maintain democracy, participation, and focus. Led with organizational skills, plan designs, policies and procedures while implementing program changes and operational excellence. Led with integrity and agile.
Education:
Business Degree in Marketing – continuous
University of Phoenix Continuing Education
Business Administration
St. Augustine’s College – Raleigh, NC
Allied real estate school-Cerificate in Safe and NMLS #1520930
Certifications/Training:
NMLS, Credit Training & Policies Certificate, Crucial conversations, Situational leadership I&II, Risk Management Certificate
Negotiation Skills and Managing Inclusion Certificate
Certified in VA & FHA, FHLMC, FNMA and investor guidelines, Conventional loans and HELOC Certificate. Underwriting certified with 1-2M lending authority
Certificate in Real Estate Training
Certified, Structured Thought and Communication for leaders
McKinsey Academy certificate in Business Leadership and Business Strategy
Technical Skills Include:
Microsoft Office Suite, Adobe, Excel, Lotus Notes, Outlook, Status Mart, ACAP, ProComm Plus, VA WebLGY, CMS, Home Connect, Velocify, Nova, Encompass, Salesforce, data entry/typing, 10-key, Empower, My FAMC, MSP servicing system, Loan sphere, NICE call monitoring, FHA/VA portal.
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