Adam Thompson Email & Phone Number

Wilmington, Nc, Us

-Assist Mortgage Brokers and non-Del customers with initial on-boardings, trainings and setup;providing implementation guidance and support such as best-practices, answering on-boardinginquiries etc.- Assist with support tickets, chats, and calls, particularly escalations from the frontline supportteam.• Work with the support team to analyze underlying causes of support cases and design efficienttroubleshooting processes / knowledge-base.• Become an expert on the platform features and functionality (including current and upcomingreleases) and be viewed as a trusted advisor to the brokers• Reviewing and formalizing customer feedback requests, working with Business Analysts,Software Engineers and QA teams.• Conduct Office Hours, broker troubleshooting sessions delivering hands-on assistance asneeded.• Provide support to Sales / Business Development / Marketing teams on product inquiries ordemonstrations.• Continuously evaluate training and support content and procedures, customer cases andidentifying ways to improve broker on-boarding, customer experience and support.

Durham, North Carolina, United States

-Managed a team of 7 mortgage closers. Day to day functions include managing the team and their files, daily reporting, managing rate lock expirations, escalated files, quality control, and overseeing the loan process and overall borrower experience.-Managed a pod of mortgage advisors, loan officer coordinators, loan processors, and closers. -Evaluated and developed processes and procedures to streamline the mortgage process for both borrowers and staff across all departments.-Maintained strong working relationships with lender and title partners.-Mentored trainees on team expectations and day-to-day operations.-Collaborated with leaders across several departments and technology teams to refine and optimize operational workflows with automation, operational tools, improved reporting, and simplified processes.-Coached employees to help them better understand the mortgage process and the importance of their role, and how to be critical thinkers. -Received customer escalations to address and resolve issues or pain points in the process to get everyone to closing and save the customer’s experience. -Reviewed Closing Disclosures and other documents with borrowers to answer any question they have prior to closing.-Verified and analyzed complex financial information and documentation provided by borrowers to satisfy underwriting conditions.-Triaged files where a customer may have had a less than satisfactory experience to see how their experience could have been improved.-Managed projects to update processes, develop training materials, and standardize email and SMS communication.

Durham, North Carolina, United States

Wilmington, North Carolina, United States

-Managed a pipeline of customer and spec jobs to verify proper financing is in place prior to construction.-Acted as a liaison between our customers, lenders, realtors, construction superintendents and attorneys to maintain closing timelines. -Provided guidance to customers with their construction loan process along with our timeline for various internal processes leading up to the construction start date. -Reviewed closing disclosures and closing documents prior to closing, and communicating the breakdown of closing costs with home buyers-Processed and managed all MLS listings and listing agreements with listing agents-Daily communication with lenders, sales, and production staff to ensure timely closings-Conducted final settlement meetings with customers to formally transfer possession of their new home, going over their homeowners manual and warranty program.-Managed credit lines and coordinated financing with our banks for spec and builder finance construction

Charlotte, North Carolina Area

-Member of the Mortgage Banker Finance Group (warehouse lending); Operations Team-Managed a loan pipeline to ensure all documents were within corporate compliance standards.-Reviewed complex documentation associated with residential real estate loans.-Worked closely with clients to obtain conditions/exceptions required to meet company standards. -Cross-trained in multiple functions and pilot projects, as well as cross-training other team members.-Multi-task and prioritize in a high volume, fast paced environment.-Monitored loan aging and hedging limits in accordance to client repurchase agreements-Issued repurchase and curtailment requests according to company guidelines and client agreements-Managed the flow of collateral for investor allocation and agency certification for securities settlements

Wilmington, North Carolina Area

Wilmington, North Carolina Area

Wilmington, North Carolina Area