Branch Operations Leader Mortgage Processing Expert

Qualifications

• Ability to analyze, research, and resolve problems and discrepancies related to member accounts and loans

• Ability to interact with members, other staff and outside contacts to resolve discrepancies, problems and issues

• Excels in researching and analyzing information to effectively solve problems and create new solutions and alternatives; including the ability to use information to interpret and apply procedures when necessary

• Ability to prepare loan activity reports

• Effective skill in analyzing and organizing problems or work processes for technical solutions

• Effective word processing and spreadsheet software skills

• Affective skill applying innovative approaches to solve technical design issues

• Experience in work which displays increasing levels of responsibility and/or authority Accomplishments

• NMLS License

• Managed bottom-level loan processors out of the bottom 25% into the Top 10% of metric requirements

• Promoted to Branch Operations Manager within 1 year of becoming a Processing Team Lead Professional Experience

D.R. Horton/DHI Mortgage Branch Operations Manager November 2021 – October 2025

• Managed a loan processing team for VA, FHA, USDA and Conventional loans for first mortgage purchases

• Oversee the end-to-end loan processing function, ensuring timely, accurate, and compliant processing of all loan applications

• Ensure adherence to federal, state, and company lending regulations (e.g., RESPA, TILA, ECOA, HMDA)

• Manage workflow and pipeline distribution to balance workloads and meet production goals.

• Monitor branch operations performance metrics (turnaround times, quality scores and funding volume.

• Identify process inefficiencies and implement improvements to optimize operations

• Foster a collaborative, high-performance culture that emphasizes accountability and service excellence

• Facilitate effective communication between builders, closing coordinators, underwriters, title companies and attorneys for a healthy loan process

D.R. Horton/DHI Mortgage Loan Processing Team Lead March 2021 – November 2021

• Supervise, train, and mentor loan processors.

• Support processors to ensure loan files are completed accurately and on schedule

• Conduct performance evaluations, provide coaching, and create professional development plans

• Act as the primary point of contact between loan processing, underwriting, closing and builder partners.

• Resolve escalated customer or loan officer issues efficiently and professionally Navy Federal Credit Union Mortgage Production Supervisor March 2019 – March 2021

• Process VA and Conventional loans for first mortgage purchases

• Drive production of team members

• Manage daily reports and review files of team members

• Take member escalations and work within departments for resolution

• Implement new procedures and ensure team members are receiving new information while utilizing resources

• Approve Power of Attorneys and escrow waivers for members

• Facilitate effective communication between closing coordinators, underwriters, title companies and attorneys for a healthy loan process

Navy Federal Credit Union Mortgage Processor May 2015 – March 2019

• Review loan files for completeness, accuracy, and documentation compliance prior to submission

• Review loan documentation to ensure compliance prior to submission to underwriting or closing

• Mandatory availability to advise, assist, and direct borrowers during the loan process

• Analyze borrower income, assets, and liabilities according to the assigned loan program

• Regularly meet closing deadlines according to sales contract dates

• Review loan documentation to ensure compliance with company and mortgage policies and standards

• Analyze borrower income, assets, and liabilities according to the assigned loan program Education

Diploma – Pensacola High School, Pensacola FL, 1995 AS Degree – Pensacola State College, Pensacola, FL 2009 KIMBERLY WINDHAM

1720 Williams Ditch Rd. Cantonment, FL 850-***-**** **********@*****.*** References

Jamaica McCorvey, Branch Operations Manager @ DHI Mortgage, 850-***-****: *******@*****.*** Jess McClure, Loan Processor @ DHI Mortgage, 515-***-****: **********@*****.***

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