Brenda Hernandez Email and Phone Number

Our Lending Business Enablement (LBE) organization drives member satisfaction Net Promoter Scores by providing resources, tools, and strategies to all Lending Business Units in order to deliver products and services effectively and efficiently to the Credit Union membership.Our core functions are change management and business controls with 5 divisions tasked with Strategic Initiatives, Technology and Regulatory Business Controls.Our areas of expertise:Tech support and modernization of Lending platforms and applicationsProject management and readiness plansEmployee Learning and DevelopmentQC Monitoring and TestingIssue Management and Business ControlsAudits and Exams

Responsible for First Mortgage and Home Equity Fulfillment Operations at Suncoast Credit UnionLead and develop the Credit Union Mortgage Fulfillment Organization, Compliance, Training, Business Support and Technology units.My business objective is to promote member and associate satisfaction by driving organic growth, efficiency, and operational strength within the department, including:- Policies and procedures optimization/innovation to move beyond legacy processes and towards a more simplified, automated and member centric operating model.- Ensuring processes are supported by appropriate controls and monitoring within the Credit Union Risk framework.- Drive operational excellence through adherence to compliance and regulatory mandates.- Delivery of quality and diverse products to better serve community members.- Develop and grow leadership teams that maintain a high level of service performance and member satisfaction- Maintain and promote the Credit Union’s member and associate oriented culture through diversity, inclusion, employee engagement, and community service.

I work in conjunction with business leaders and stakeholders to identify gaps and process improvement opportunities within First Mortgage and Home Equity. My focus is efficiency, optimization, increased productivity, regulatory compliance and collaboration across fulfillment and sales channels to analyze and build solutions for successful project implementation.Some of my main responsibilities include:▪ Influence dialogue and adoption of process improvement initiatives to maintain and reinforce the organization's relevance in the marketplace, as well as minimizing legal exposure and regulatory risk.▪ Manage risks and value proposition of project proposals to successfully deliver business cases that can be appropriately monitored and controlled.▪ Coordinate change management including legal and risk assessment, documentation requirements, reporting requests, design and workflow map documentation as well as project plans.▪ Assemble key stakeholder groups that include Executive Leadership, LOB managers, Risk, Legal, Technology partners, Peers and Strategic Business Partners to develop project timelines, success measurements and sustainability plans.

I am responsible of maintaining a high level of operational excellence, client delight and profitability within a team of home services specialists. I also maintain a strategic vision and direction of loan processes and SLAs. Currently manage and meet targets for cycle time, forecast, pipeline management and service on team pipelines that exceed 300 daily loan levels. Maximize associate’s utilization to support clients’ demands while balancing cost and business needs. I also ensure pipeline performance is optimized and drive prioritization of work effort where necessary. I often lead processing changes and initiatives and target high levels of client satisfaction through employee development and process efficiency.

Mortgage Underwriter In charge of reviewing incoming residential loan applications, evaluate credit worthiness, issue credit approvals and clear conditions as well as making counteroffers to loan applications to ensure customer retention and quality standards. Performed role with strong decision making and ability to review each loan application on a case by case basis, escalate to higher channels when appropriate to support business decisions and maintain current banking relationships. Experience includes and is not limited to conventional (conforming and non-conforming products) refinance and purchase transactions.

Responsible for the Operations of the Branch. Proven success at obtaining satisfactory audits (Consecutive perfect operational audits). Ensured compliance on internal controls. Created strategies to increase business growth by identifying deficiencies to the P&L monthly results. Execute the steps to grow the business and maintained branch processes. Drove performance level of banking centers (Top performance on largest branch on Tampa East District and Top performance on New build Tampa SW Branch). Experienced at managing staff from 10 to 18 employees. Promoted employee success through individually crafted development plans. Maintained ongoing and renewable processes for branches to exceed customer’s expectations and established a customer referral system. Coached and trained tellers to ensure accurate transactions, reduce branch losses, and provide outstanding customer service. Communicated updates and branch achievements on daily huddles.Actively coached and developed personal bankers and tellers the best practices to generate durable customer relationships and to add value to what existing customers already have. Built up team morale and produced buy-in on Branch action plans, campaigns, behaviors and keys to a Great Customer Experience.