Customer Service Vice President

MICHELLE R. SMITH

**** ********** ***** *********, ** 30294

(H) 678-***-**** *********@*****.***

SUMMARY

Highly experienced and motivated leader with extensive expertise in mortgage operations, including post-closing, auditing, compliance, and team management. Skilled in developing strategies, data analysis, and leveraging strong customer service knowledge. Proven track record of leading teams, improving operational efficiency, and delivering high-quality results in high-volume environments. Seeking to apply leadership and mortgage lending skills in a challenging and growth-oriented role.

PROFESSIONAL EXPERIENCE

QA Analyst Management

Celebrity Home Lones

2020-2022

Freddie Mac, and FNMA pool delivery.

Overseeing End of Loan Process

Verified Final Credit Rating Closing Loans

Mortgage Post Closing Manager / Assistant Vice President

Ameris Bank Mortgage Services / Formerly Fidelity Bank Mortgage – Atlanta, GA

April 1999 – December 2019

Managed the delivery of closed loan files to investors and government agencies, including FNMA, Freddie Mac, and FNMA pool delivery.

Oversaw the tracking and receipt of final documents and the delivery of collateral to custodians.

Supervised and provided training to a team of Post-Closing Specialists, ensuring high performance and adherence to compliance standards.

Audited closed loan packages to ensure compliance with internal guidelines, regulatory requirements, and industry standards.

Identified and resolved exceptions on collateral documents, ensuring timely resolution and minimal delays.

Maintained daily audit production goals and ensured timely and accurate submission of loan files.

Analyzed audit trends and patterns to provide feedback to senior leadership and implement process improvements.

Prepared and presented regular reports and presentations on operational performance and areas for improvement.

Consistently ensured the accuracy and integrity of closed loan documents, contributing to the bank’s high-quality loan portfolio.

SKILLS & COMPETENCIES

Mortgage Operations & Post-Closing Management

Team Leadership & Staff Training

Compliance & Auditing

Data Analysis & Reporting

Customer Service Excellence

Strong Analytical Skills

Strategy Development & Planning

Microsoft Office Suite (Word, Excel, PowerPoint)

Written & Verbal Communication

Core CCC Apraisial

Core Logic4506

EDUCATION

High School Diploma

Columbia High School – Decatur, GA

Graduated: May 1980

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