Donna Mason Email and Phone Number

• Lead two teams consisting of 27+ Mortgage Sales Support teammates who were responsible for moving Florida Division inbound loans to our Operations HUB in ATL in a timely and efficient manner with precision. At times the monthly pipeline has averaged over 400+ FHA/VA/Conventional/USDA & Portfolio loans.• Consistently met and exceeded production and quality metric corporate goals exceeding 90%, the only group to do so out of four in-market divisions company wide.• Provided strategic ideas and solutions to help improve our mortgage systems & processes (Empower, Customer App System Smart Guide & Process Redesign Project ORION) to my manager, Sr. Leadership and key players in charge.• Experience with risk management fundamentals, policy creation and implementation within a large financial/mortgage institution, ensuring all requirements from Risk, Legal, Compliance, Technology and HR have been incorporated into any end-to-end file flow changes.• Collaborated with Audit, Risk, Compliance, HR, Technology, Fulfillment & Sr Leadership to define & solve for process inconsistences, then took a hands-on approach with sales leaders & individual teams to communicate solution driven results to improve the process & overall client experience.• Coached and mentored loan officer teammates to help gradually build the confidence and knowledge needed of our systems, processes and compliance requirements in order to be successful and grow their business.• Utilized strong mortgage background to review escalated files and provide guidance on difficult transactions.• Hire, train, coach and mentor sales support staff, to fully support our loan officer teams, providing tools needed to maintain a clear understanding of our systems, processes, compliance requirements and their role expectations.

Reviewed, Organized, managed, processed and closed retail mortgage loans. Focus was on FHA, VA, Conventional & Portfolio Doctor, and Select Advantage /Premier Portfolio Bank products. Was responsible for loan from application to close which included Pre-underwriting before submission to underwriting and pre- closing review before submission to closing for settlement Maintained excellent customer service with clients, realtors, title agents and appraiser service thru the entire process even post-closing to ensure full client satisfaction and future referral possibilities. Stayed focused on close on time initiatives while meeting compliance regulations and requirements. Was Sr. Processor and assisted in training of new hire processors and was stable resource of all processors. Ability to interact well with others, at all levels, to accomplish goals in a positive and cohesive manner. Worked closely with regional and branch operations/sales managers to set state level platform for organization and continually assessed and implemented processes for improvement..

Promoted from Senior Loan Processor, within ten months of service, manager of multi-site support staff of up to ten employees. Oversaw daily operations of a medium-sized retail production center, including pipeline management, processing/closing mortgage loans and non-sales staff management. Ensured regulatory compliance and prepared production and individual statistical reports. Ability to make sound decisions that reflected good judgment with the primary focus being customer satisfaction, quality of service and branch profitability. Experience in Conventional, Sub prime, Alt-A, Construction, FHA, HELOC’s, Second Mortgages and multi state lending. Maintained loan packages from time of application to close, monitored appraisals, credit reports, documentation and pre-underwrote files on products without automated findings to ensure quick turn times while in underwriting.  Acted as liaison to corporate departments in resolving specific customer issues and coordinate solutions. Worked closely with regional operations manager to set state level platform for organization and continually assessed and implemented processes for improvement. Assisted in the training of operations staff statewide, locally and at new office sites as they opened, while achieving/excelling at duties and goals as Senior Loan Processor and continued to achieve the same once promoted to Branch Operations Manager. Ability to interact well with others, at all levels, to accomplish goals in a positive and cohesive manner. Supervised, assigned work to and responsible for the hiring of exempt and non-exempt non-sales and support staff.