EClose Operations Lead and Process Improvement Expert

EMILEE COFER

**************@*****.*** 469-***-**** Flower Mound, TX 75067

Summary

Dynamic EClose Support Team Lead at Fairway Independent Mortgage Corporation with a proven track record in process improvement and team leadership. Expert in electronic closings, I successfully developed training programs and optimized workflows, enhancing operational efficiency and fostering strong client relationships. Passionate about driving growth and delivering exceptional results in fast-paced environments.

Skills

Loan Processing & Electronic closing (eClose)

Regulatory compliance

Workflow management & Process Improvement

Team Leadership, Training & Development

Customer Relationship Management & Client Relations

Strategy Development & Problem Solving

Effective communication

Communication & Interpersonal Skills

Professional Experience

EClose Support Team Lead Fairway Independent Mortgage Corporation 07/2024 - Current

Rejoined the EClose department at Fairway Mortgage following my contract completion at Southwest Airlines, quickly reacclimating to prior responsibilities while adapting to updated departmental processes.

Supported the successful integration of new workflows, enhancing efficiency, and ensuring the smooth operation of the EClose system.

Leveraged expertise in electronic closings to deliver accurate, timely transactions, while fostering strong client and team relationships.

Claims Support Specialist Southwest Airlines 12/2023 - 07/2024

Began as a Baggage Services Customer Agent, auditing missing baggage claims, evaluating damaged luggage and contents, and administering settlement offers or denials in compliance with the Contract of Carriage and company policies.

Promoted to Claims Support Specialist, overseeing higher-value claims, conducting detailed file reviews, issuing compensation through checks or vouchers, and resolving escalated customer inquiries.

Consistently demonstrated precision, analytical skills, and customer-focused service in both roles, ensuring timely and accurate resolution of claims, while upholding service standards.

EClose Support Team Lead Fairway Independent Mortgage Corporation 09/2019 - 09/2023

Directed and supported a growing team of over 30 employees, overseeing onboarding, training, and continuous development to ensure team success within the eClose department.

Spearheaded the design and implementation of department processes and procedures, establishing a structured foundation for long-term growth and scalability.

Developed comprehensive training materials and facilitated onboarding programs, successfully building the department from the ground up.

Managed all eClose communications, including appointment scheduling, stakeholder training, and issue resolution, ensuring seamless coordination across teams.

Designed and executed new workflows and strategies to improve efficiency, optimizing response times, and accuracy as departmental volume expanded.

Partnered with internal and external stakeholders to market and promote eClose capabilities, driving adoption, and contributing to overall business growth.

Closing Specialist Peirson and Patterson, Inc 05/2016 - 09/2019

Gained specialized expertise in reviewing supporting documentation and assembling complete, error-free closing packages to ensure compliance and accuracy for buyers.

Partnered with cross-functional teams to prepare and execute loan documents under strict deadlines, consistently meeting wire cut-off times, and regulatory requirements.

Analyzed and validated Closing Disclosures, applying precise fee adjustments in alignment with loan types, lender policies, and compliance standards.

Cultivated and strengthened partnerships with lenders and title companies, streamlining communication, and driving efficiency throughout the closing process.

Demonstrated advanced proficiency in managing both refinance and purchase transactions, ensuring accurate wire transfers, and delivering a seamless closing experience for all stakeholders.

Government Insuring Analyst Verity Recruiting 01/2015 - 01/2016

Processed daily home loan applications using FHA Connection and H2O systems, ensuring full compliance with government regulations and program requirements.

Performed complex loan-related calculations for mortgage payoff statements, delivering precise figures to support both refinancing and purchase transactions.

Oversaw data processing for streamlined refinance and purchase loans, maintaining accurate documentation, and providing timely updates on loan status.

Developed expertise across all phases of the mortgage application process, delivering critical support to drive successful loan submissions and approvals.

Recorded and tracked updates on pending loan applications, ensuring accuracy in reporting, and maintaining clear visibility throughout the approval pipeline.

Damage Prevention Agent Texas Excavation Safety Systems 01/2014 - 01/2015

Handled high-volume inbound calls from homeowners and excavators requesting utility line locations prior to construction, ensuring regulatory compliance and job site safety.

Conducted outbound priority calls to businesses regarding emergency locates, driving timely response, and risk mitigation.

Developed in-depth knowledge of emergency protocols and utility line disclosure requirements, consistently delivering accurate and detailed guidance to clients.

Contributed to workplace culture and engagement as an active member of the FUN Culture Committee, coordinating team-building events, and leading company-wide blood drives.

Trained and mentored new hires on company procedures and safety protocols, equipping them to manage damage-prevention calls effectively and with confidence.

Represented the company at Safety Awareness Conventions nationwide, promoting public education on best practices and the importance of utility line safety.

References

Available upon request

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