Claire Jackson Email & Phone Number

Assists the department manager with the day-to-day operations to ensure team members provide high levels of Member service. Responsible for handling escalated Member inquiries, exploring Members’ needs, recommending solutions, and assisting Members with the loan process. Has loan and exception approval authority and ensures that loans are approved in accordance with guidelines, internal policies, and standard operating procedures.• Oversee activities focused on improving and maintaining service quality to ensure the highest level of service, maximum efficiency, and file quality are achieved.• Stay abreast of industry developments and ensure adherence to state and federal laws regulating real estate secured lending.• Respond to audit findings and identify workflow enhancements to limit exposure.• Provide ongoing training and development. • Act as an area expert and team resource. Assist team with reviewing files that cannot be approved as submitted.

• Direct lender of HECM, Reverse, HELOC, FNMA, FHLMC, FHA, VA, Jumbo, and Non-QM programs. • Processed loan files: Pre-underwrote, needs list, borrower communication, AUS, TRID disclosures.• File restructuring: Determined alternative solutions when the borrower or property did not meet guidelines.• Communication: Informed staff on changes in underwriting guidelines, compliance regulations with FNMA/FHLMC/HUD/VA and DPA programs, and company systems, policies, and procedures.• Branch pipeline management: 200 to 575 loans. Ensured files met SLA's and deadlines were met. Investigated static files, sought out patterns to reveal areas that needed improvement, and implemented solutions.• Problem resolution: Evaluated branch escalations and quickly resolved them without compromising loan quality. Provided coaching and training to mitigate future errors.• Management: Hired, trained, and oversaw day-to-day operations of up to 26 direct reports.

• Calculated income, pre-underwrote, created needs lists, requested third-party services, and communicated with borrowers. Provided updates to the sales manager and MLOs.• Prepared final loan documents in a fast-paced, deadline-based environment, where quality assurance was essential and measured. • Exceeded funding goals monthly in both roles and maintained a perfect score on quality metrics.

• Developed, negotiated, and closed sales opportunities with decision-makers of companies employing 40 to 400 workers. • Mined for qualified prospects, cold-called, prepared, and delivered PowerPoint presentations, implemented cost. savings procurement programs, trained system users, and provided ongoing account management support.• Exceeded all bonus and subsidy tiers with an average of 259% over goal.

• Canvassed new clients and built and maintained strong relationships with brokers.• Developed product-specific sales and marketing plans and created persuasive PowerPoint presentations. • Provided training, file evaluation, and technical support. • Increased production of 7 inherited accounts by 800% in 7 months.• Originated twice the loan volume versus peers in the region.• Maintained the highest closing ratio versus peers in the region.

• Over 1500 members spanning from Los Angeles to San Diego. • Increased membership by 19% and client retention by 26%.• Organized over 175 athletic, social, and travel events each month.• Handled all aspects of the production of a 50-page quarterly newsletter.• Conducted 100 sales presentations per year.