Denise Becker Email & Phone Number

United States

Managed team of 13 Technical Writers who supported all procedure needs for credit card, deposit account, and home loans servicing for consumer and small business call center agents. Produced clear and concise procedures to promote efficient usage, accurate execution of daily processes and adherence to call handle times. • Led streamlining projects to increase effectiveness and usability of inherited online procedure tool:• Trained staff on effective writing techniques that resulted in increased efficient and accurate process execution.• Maintained consistent upward trend in content quality by coaching on writing skills individually and in group settings.• Developed strong business partner relationships by hosting weekly meetings to coach on writing styles, discuss issues and share ideas to further promote effective content for call center agents.• Increased associate satisfaction with timely recognition of outstanding work efforts, routine career discussions/planning, creative team activities to support connectedness and strategic work assignments.

Managed team of eight Technical Writers who supported all procedure needs for Representations and Warranties and Insurance Services.• Managed and coached associates to successfully manage projects, engage with the line of business and meet target dates. • Developed and published concise procedures related to enterprise-wide process and technical changes.• Hosted structured weekly team meetings to discuss internal process changes, consistency topics, share ideas on ways to improve processes and discuss challenges.• Maintained strong relationships with senior business partners by hosting weekly meetings to share project status, discuss issues, and have roundtable discussion.• Increased associate satisfaction for entire division by leading Employee Engagement workgroup with an emphasis on increased leadership engagement, spotlighting and encouraging recognition, routinely sharing information and maintaining action plan for organization.• Led User Feedback workgroup which included portal enhancements, running monthly general portal demonstrations and tailored line of business portal demonstrations and responding to user feedback.

Originated mortgage loans for premier, associate, and ecommerce customers throughout the country. Worked with client managers to help structure loans to best suit customers’ needs. • Efficiently utilized multiple systems to sell loan programs and relationship deepening products, provide pricing quotes and fit customers into best loan product while adhering to lending policies.• Provided service to client managers to maintain strong relationships and ensure future partnership.• Managed loans in pipeline to ensure loans are processed smoothly to consistently meet funding goals.

Originated mortgage loans and construction loans throughout California. Brokered loans to various lenders, ensuring the best loan program for clients’ needs. • Served as primary contact for borrowers, appraisers, lenders, title companies, builders and real estate agents during the loan process.• Analyzed loan applications to ensure adherence to lending policies and guidelines while working with various wholesale lenders and obtaining exceptions to lending policies and guidelines.• Built and maintained a client database and managed client relationships which provided a strong referral network for new and existing clients.