• Facilitated weekly meetings regarding pipeline and productivity with closing team and operations leadership • Supervised closers to ensure production goals are met and closed within SLA • Conduct department self-audits as deemed necessary• Reviewed POA and Trust documents • Back-up for closers (volume, unexpected absence, overflow, etc.)• Successfully closed more than 90 loans monthly as closer • Monitored and ran multiple reports daily sent to executive leadership • Advised Closing team on up-to-date changes to policies and procedures• Researched and resolved mortgage issues and escalations• Coached and developed closers empowering them to grow in their roles • Successfully assisted with interviewing and hiring new employees• Subject matter expert in loan product and process. • Resource to team members on escalated issue and provided guidance • Created PowerPoint resource guides to assist with FAQ’s• Communicate with Loan Officers, Processors, Escrow Officers and Settlement Agents to keep them updated throughout the closing process and close loans in a timely manner.• Review title report for liens and judgments to be paid at closing, HUD-1 settlement statements and conditions to ensure sign off prior to closing.• Draw mortgage closing documents for wet and dry state loans.• Worked closely with processing team to ensure all required documents were received prior to closing. • Assisted with interviewing and onboarding new employees

• Assist with onboarding and training new employees as needed• Assist with test case reviews prior to releasing new employees to their own pipeline as needed• Post-Close employee loans as needed• Manage Files Not Shipped to PC report daily• Monitor the banking and servicing to ensure that it is being completed promptly once closing packages are received from title• Monitor the Loan Approval Conditions report for open underwriting conditions• Monitor the Closing Scorecard to ensure that we are working to achieve an A monthly• Support Assistant Closing Manager to make sure loans are shipped accurately and in a timely manner• Assign files to CDRS team members to ensure priority loans are completed timely• Work with Assistant Closing Manager on pipeline management• Work with Assistant Closing Manager with tracking and follow-up of outstanding post-closing and suspense/insuring issues• Conduct department self-audits as deemed necessary• Back-up for CDRS (volume, unexpected absence, overflow, etc.)• Bond Specialist training and assisting CDRS on the nuances of each bond program• MCC Specialist training, assisting, and ensuring the certificate is issued

• Analyzed both structured and unstructured customer survey data to call out drivers of customer concerns• Ability to data mine, extrapolate data, and used independent judgment to find correlation of data, document findings, and create corresponding reports, graph/charts, and other visual aids.• Acquired data across multiple sites and assembled the data into client-facing reports and presentations.• Manage client escalations that include conducting root cause analysis, remediation strategies and• Assisted with internal and client initiatives to drive associate engagement across multiple sites.• Performed ad-hoc data analysis as required by the business problem.• Assisted with facilitation and training of new hires and associate cross-training.• Juggled various projects and met deadlines, with the capacity to prioritize as appropriate

• Data entry. • Tracking Documents. • Working daily in MSP desktop• Making sure all documents were on standardized templates for all departments.• Services the production of in-bound and out-bound documents. • Reviewing Modification, Short-Sale and Deed-in-Lieu Documents• Responsible for effectively managing delinquent and current mortgage accounts• Resolved customer delinquency by utilizing the most cost effective collections techniques• Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns• Performed quality control checks on data entry, detecting and correcting basic error conditions on loan applications

• Gathered and tracked information and troubleshot client/customer inquiries and issues • Performed quality control checks on data entry, detecting and correcting basic error conditions on invoices and business applications• Relay accurate and detailed information through inbound and outbound calls from customers that pertain to Hazard Insurance, Mortgage Banking and Property Loss.• Answering inbound calls efficiently and effectively while maintaining company standards• Ability to recognize when to transfer a call to another agent, supervisor, or department for further negotiation or work• Making sure all documents were on standardized templates for all departments.

• Single point of contact for customer inquiries and escalations• Process inbound/outbound calls to ensure same day resolution for any issues• Advising customer’s new events and incentives • Providing great customer service• Data Entry • Answering inbound calls efficiently and effectively while maintaining company standards• Ability to recognize when to transfer a call to another agent, supervisor, or department for further negotiation or work