Lead and oversee the client services team, ensuring high levels of customer satisfaction. Act as primary point of contact for resolving escalated client issues and complaints. Develop and maintainstrong relationships with clients to foster trust and long-term partnership by implementing strategies toimprove client experience and retention. Drive the achievement of production goals and exceed targets through effective team management while overseeing the entire loan production process, ensuring efficient workflow and timely delivery of services. Continuously monitor production metrics and adjust strategies to improve performance. Recruit, hire, and onboard new team members, ensuring they align with company culture and standards. Develop and implement training programs to enhance the skills and knowledge of the production and client services team. Manage relationships with third-party vendors, ensuring service level agreements are met. Prepare and present detailed reports on production metric, client satisfaction, and business development to C-suite management. Provide regular updates to senior management on the status of production goals, compliance, and client issues.

Oversee and manage daily operations of client service representatives and department to provide an excellent customer experience. Day to day planning, prioritizing, and delegating work to ensure proper functioning of the client services department. Develop and implement policies and procedures for the entire organization. Resolving complex and escalated customer services issues. Create in depth detailed analysis of client statistics, i.e. closing ratios, NSF’s, and cancellation rates for weekly reporting to senior management. Responsible for creating and implementing customer follow up calls and client welcome packages. Identify and implement strategies to improve quality of service, client retention, and profitability.

Prepare, review, and analyze credit worthiness of all loan origination's. Evaluate financial statements, historical trends, projections, cash flow, capital structure and collateral analysis. Calculate income for all types of borrowers, review tax returns and financial statements, analyze various sources of funds, and establishes general credit worthiness of potential borrowers. Ensure loans are in compliance with investor requirements; federal and state laws, and regulations including loan fraud risk evaluation. Adhere to applicable compliance/operational risk controls in with company or regulatory standards and policies.

Oversee and direct construction projects from conception to completion. Review the project in-depth to schedule deliverables and estimate costs. Oversee all onsite and offsite constructions to monitor compliance with building and safety regulations. Coordinate and direct construction workers and subcontractors. Prepare internal and external reports pertaining to job status. Negotiate terms of agreements, draft contracts and obtain permits and licenses. Ensure quality construction standards and the use of proper construction techniques.

Developed and maintained companies marketing strategies to acquire new clients including databasedevelopment and management, industry conventions and trade show activities as well as direct advertisement. Oversaw staff, staff caseload and product quality of Chapter 7 and 13 bankruptcy petitions and motions. Communicate with attorney / clients to insure accuracy and client confidentiality. Communicate with creditors regarding reaffirmation agreements on secured items.

Outside sales position responsible for prospecting new accounts and generating non-conforming residential loans from existing broker clients for this wholesale lender. Pre-underwrite and evaluate scenarios and to place loans in most suited products. Competitively price company’s product to achieve sales goals. Liaison between Saxon’s operations staff and customer to insure quality of loan product. Accomplished and surpassed target sales goals by maintaining average monthly funding of 7 to 9 million and developing new customer relationships.