Alison Pumma Email & Phone Number

Bellevue, Washington, United States

Bellevue, Washington, United States

Bellevue, Washington

Everett, Wa

Supported all roles within the Home Loan Division by delivering specialized training regarding Home Loan products, sales processes, federally regulated compliance, lending systems, and customer service.Explained/articulated complex operational subject matter to internal customers.Managed changes within the industry and organization to ensure inclusion in training courses.Effectively demonstrated the following capabilities: communication of goals, facilitation of classes with up to 12 participants, problem solving, decision making, resourcefulness, strategic thinking and innovation.Assessed needs and performed research surrounding implementation of new procedure documents.Used technical writing skills to design, edit, format, and disburse new and maintain existing procedure documents.Offered continued assistance to the field after attending class, making myself available to answer questions about any part of the lending process.Backed up the lending help desk when the volume and coverage required it. Resolved problems and eliminated confusion using logic, policy and procedure.

Oversaw, evaluated and maintained training materials and programs, which are used to prepare employees to provide exceptional customer service, promote Washington Mutual products and services, and operate company systems and software applications. Provided continuous support by monitoring changes within the organization and the impact of those changes on the training portfolio. Evaluated the effectiveness of course content and made the necessary adjustments to existing materials and delivery methods. Instructed training personnel on course content, suggested delivery methods and training intent through regular communications. Responded to requests from lines of business, audit, compliance and legal regarding existing curriculum (requests for copies of material, questions about where certain topics are trained and how, etc.).

Actively participated in transitioning a team and its functions from Irvine, CA to Seattle, WA.Delivered accurate, clear, and concise written communications to the Home Loans division.Maintained an average of less than 5% formatting, grammatical, and distribution errors throughout my communications to ensure accuracy and integrity of items delivered to the field.Redefined an internal, immediate-need communication process and created internal operating procedures that reduced training time by 50% and production by 15%.Participated in Quick Value taskforces to simplify existing processes and deliver accurate information to Home Loans audiences in a timely manner. Led taskforces and Quick Value sessions to improve existing processes and create new processes.Trained new employees on the processes pertinent to perform successfully in the department.

Trained others in specialized skills and specific procedures applicable to retail lending products, programs, sales processes, credit policy, compliance, and systems.Explained/articulated complex operational subject matter to internal customers.Effectively demonstrated the following capabilities: communication of goals, facilitation of classes with 12 or more participants, problem solving, decision making, resourcefulness, strategic thinking and innovation.Resolved problems and eliminated confusion using logic, policy and procedure.Designed, edited, formatted, and disbursed documents and procedures.Helped build teamwork and ensured accuracy by providing guidance and resolving issues for co-workers.

Utilized my graphic design skills to compose, edit, and format marketing materials.Explained/articulated complex residential lending policy and procedural guidelines to brokers.Acted as main office contact.Built relationships and enhanced positive morale throughout the office.Processed all new broker requests for lending approval.Maintained an organized and dynamic system of spreadsheets to reflect/communicate office production.Performed a variety of clerical functions in support of the sales manager and 13 account managers.

Specialized in customer service excellence while I researched policy, procedure, and program ramifications to ensure accuracy and completeness of information when advising internal customers.Applied advanced residential and consumer lending policy, procedure, system, and resource knowledge.Participated in and provided support for a large Employee Line of Credit project to ensure a smooth transition from a bi-monthly to a bi-weekly pay frequency. Processed over 5000 employee personal lines of credit in 3 months: maintained detailed reports, ensured ongoing compliance alignment, and communicated status and updates to pertinent channels. Participated in review of large trust documents for vesting approval and maintained a corresponding Access database detailing the results. Collaborated with policy support to review lending documents for alignment with policy updates. Selected by management to be in charge of team building and department morale.