Conducting product and user research as well as analyze related data to support the product development process. Ensure the products are reaching the right audiences and meeting both user and business needs.Document for product knowledge gaps and cross training opportunities.Work cross functionally to provide white glove treatment of clients and their user experience with our platforms. Influence and deliver the product plan and roadmap to drive the enhancement and development of next generation of solutions leveraging market trends analysis, competitive analysis, design thinking, user experience definition, compliance requirements, and client feedback.Training AI/Large language models (WatsonX and Atrium)Partner with core credit processing product teams, technology and implementation to enhance and develop products and capabilities using development best practices and future goals for clients.

Continued education on Account Management, Customer Success Management, Supply Chain Management and more.

• Own client experience, escalations, product knowledgebase and proactively engage clientsregarding business optimizations, SFTP processes and staff training• Maintain industry knowledge on collections and familiarity with regulations and compliancechanges• Document processes and procedures as well as work with relevant teams on development of internaloptimizations and process flows

Work closely with Tech Support, Product Engineering and sales to ensure a smooth experience for the client. Owning customer experience, escalations, product knowledge base and proactively engage customer in regards to Ellie Mae products across the platform and partner services to meet business needs. Maintain a deep understanding of the products across all of the platforms. Act as an advisor for advanced Ellie Mae features and product knowledge. Review upcoming releases, regulations, SDK and API changes with customers. Own customer performance action plan for various UX KPI, docs, and third-party integrations. Lead, manage and improve business processes and best practices for clients. Develop tactical and strategic actions plans to meet commitment needs of Enterprise clients. Gather baseline metrics and demonstrate value of our products to gain efficiency.

• Acted as a Virtual Admin for Enterprise clients providing recommendations on using Encompass, building custom input forms using Visual Basic and projects including JIRAs• Led a knowledge transfer of best practices and innovative solutions for large complex client’s workflowand business needs• Drove and built resolutions for complex production issues including escalations, system testing, strategysessions and knowledge transfers• Built/designed tools for clients to self-serve• Gathered Baseline metrics and worked with client to calculate and demonstrate systemicimprovements in key performance indicators(KPIs)• Owned customer performance action plan for various KPI, docs, and third-party integrations

• Conducted Enterprise Customer Service, meeting and exceeding customer expectations •Resolved Complex customer issues in a timely and professional manner• Strive for first call resolution and effective communication and follow-up with clients-offering a white gloveservice• Recognized And addressed customer impacting problems for a quick and effective resolutiontimeframe• Mentored and trained new staff

• Leverage Technical expertise to assist clients in the use of their Ellie Mae software • Resolved Problemsin a timely manner while driving clients to available online resources for self assistance• Strive for first-call resolution, balanced completeness of resolution and quality of service whilemaintaining appropriate technical escalation rates• Recognized and responded accordingly to systemic customer-impacting problems • Participated Inthe product defect/enhancement closed-loop process by accurately identifying defects andenhancements and quickly communicating status updates to the client • Managed case backlog toexceed departmental standards• Effectively used knowledge base and other available resources to drive accurate and timely resolutionto customer issues• Thoroughly and accurately documented details of all client interactions in CRM system •Developed and updated resources where needed and necessary

• Underwrote and approved consumer loans, such as credit cards, 2nd mortgages, personal loans, and linesof credit.• Profiled and reviewed line of credit usage• Managedand organized credit card business, i.e., EMV chip card distribution and coordinated withdistributor• Streamlined automation by suggestion, finding and testing new systems for financial services andelectronic document delivery• Advertised Through our Lobby TV, tablets and website; designed/created advertising material andformatting for the website, tables and smartphones• Worked with Vendors to create sales promotions and coordinate events• Trained all staff for sales and create test accounts to display all new servicing apps and features available tothe customer• Conducted collection calls on all delinquent accounts; sentlate notices and trackedcommunications with delinquent customers• Filed and tracked lien placement in all states for auto/RV/boat titles

• Trained on Conventional loans, VA loans, closing a loan, regulations for compliance and FNMAguidelines. Also trained on RESPA, including how to change and re-disclose fees • Trained remotely andin person with class sizes of 30+ people• Solved system issues and helped IT test before deploying system changes • Informed staff ofsystem and product changes, policy revisions and updated the intranet for users to access in Ektron• Created interactive guidebooks referenced by Consultants, Processors, VA loan processors, Closersand Underwriters• Created streamlined process flows and workflows to maximize work efficiency for all mortgagedepartment staff• Recommended to upper management new training techniques, procedures and plans for trainingoutside companies with no previous experience with us as well as internal staff training • Qualitychecked loans for Underwriter approval