Erica Hancock Email and Phone Number

- Served as Facilities Management POC. Responsible for building and maintaining seat charts, and managing facilities needs for Capital One Mortgage to include partnering with leadership team and third-party facilities company for all building design, re-stacking workstations and equipment procurement.- Successfully designed and managed execution of multiple recurring monthly associate reward and recognition programs for 400+ associates, contributing to the highest All-Associate Survey and Net Promoter Scores in Capital One Mortgage history.- Handpicked to join Blueprint Program team to serve as lead for Rewards & Recognition as well as Organizational Development/Engagement with primary responsibilities including identifying and executing Associate Engagement initiatives and launching revamped recognition program to align with divisional and cultural priorities.- Spearheaded annual divisional event as well as monthly Town Hall sessions for 400+ associates in multiple markets with aggressive timelines and budget while achieving post-event associate satisfaction ratings of 92%.- Successfully collaborate with Mortgage Leadership and partner groups to deliver impactful results for the business. Highlights include the design and facilitation of training initiatives driving 500 hours of associate learning in Q1 2017, ensuring the successful NMLS registration and certification for all Mortgage Operations associates and serving as a Voice of the Customer through management of Third-Party vendor relationships including risk assessments, allocation management, reporting and problem resolution.- Championed the development and ongoing management of various large and small-scale projects including system releases, sprint planning, associate experience initiatives, team-building activities and recognition celebrations for two Mortgage Operations People Centers.

- Provide mortgage guidance to over 50 clients simultaneously while maintaining open and ongoing communications with clients, attorneys, realtors, and associated parties throughout the mortgage financing process- Compile pertinent information to support the mortgage approval process while ensuring all title checks, appraisals, and documentation requirements are completed and obtained in a timely manner.- Deliver excellent customer service by focusing on client needs and promoting behavior consistent with Capital One’s values, vision, and ethics

- Work closely with over 90 Merrill Lynch Wealth Management Bankers, Regional Managers, and Market Executives to address and resolve issues associated with escalated mortgage loans in process- Partner with underwriters and credit risk officers at Merrill Lynch Home Loans to help resolve underwriting issues and move mortgage loans to closing- Closely monitor "ultra high net worth" client pipeline to ensure that Merrill Lynch's wealthiest clients are receiving outstanding customer service and close in a timely manner- Create a weekly newsletter distributed to over 400 Merrill Lynch Wealth Management Bankers outlining updates to underwriting guidelines and regulatory requirements- Create comprehensive mortgage financing strategies tailored to the needs of Merrill Lynch clients and financial advisors by providing expert advice and solving for client liquidity needs

- Worked directly with regional managers and market executives within Merrill Lynch to address and expedite mortgage files that required escalation- Completed detailed underwriting reviews of mortgages files and worked with mortgage underwriters to resolve complex income analysis issues in an effort to move mortgage loans to closing - Acted as a "floating supervisor" and regularly supervised and managed teams of 8-10 mortgage processors when their permanent supervisor was on vacation, leave, or unexpectedly absent- Lead efforts to cultivate and foster effective working relationships with Merrill Lynch’s most wealthy and high-profile clients - Provided financial guidance to up over 100 clients simultaneously maintaining open and ongoing communications with clients, financial advisors, attorneys, realtors, and associated parties throughout the financing process- Compiled pertinent information to support the approval process while ensuring all title checks and appraisals are completed in a timely manner.- Built positive external business partnerships with both demanding clients and aggressive financial partners in support of both corporate and client goals

Mortgage loan processor, covering New York/New Jersey region with Merrill Lynch. Processing purchases, refi's and helocs.

New Homes Sales Counselor

Sales agent at Seda Construction company. Worked in their luxury town home community at Jacksonville Town Center.

New home sales counselor

Assisted Store Manager in management and daily operations, including sales, customer service, operations and administrations, communications, marketing and merchandising. Assumed responsibilities of Store Manager in his/her absence.•Assist in the tracking, monitoring, and communication of business results•Ensure an elevated level of sales and service is practiced by all associates; lead by example•Continue to develop personal sales techniques and assist in the development of associates’ sales techniques to maximize sales•Ensure all sales related policies and procedures are maintained•Demonstrate an in-depth knowledge of the merchandise, and develop product knowledge among selling staff•Maintain a keen interest in the fashion industry and market trendsAssist in the implementation and maintenance of all merchandising/ visual directives•Ensure the selling floor is neat, clean, organized and reflects the correct visual image at all times•Ensure deliveries are properly processed in a timely manner•Identify and communicate product concerns in a timely manner•Communicate inventory needs to support the business goalAssist in the recruitment, training and development of staff•Assist in ensuring the integrity of payroll and the payroll process•Continually evaluate the performance of each associate and provide constant feedback to ensure results•Resolve all human resources issues in a timely and effective manner, partnering with HR when necessary•Support and provide follow-up for all training programs, seminars etc.•Ensure image and grooming standards are professional, reflective of the brand image and adhered to at all times