Eric Mendes Email & Phone Number

Los Angeles, California, United States

• Manage day-to-day activities of the Consumer Loan Servicing Customer Service team responsible for overall customer experience and maintenance of residential mortgages, HELOCs, special loans, consumer loans and lines of credit.• Supervise production, SLA, and quality metrics for up to 7 Customer Service Specialists and provide coaching and development to team members.• Complete issue closures timely and address escalations in partnership with stakeholders across Residential Lending… Show more • Manage day-to-day activities of the Consumer Loan Servicing Customer Service team responsible for overall customer experience and maintenance of residential mortgages, HELOCs, special loans, consumer loans and lines of credit.• Supervise production, SLA, and quality metrics for up to 7 Customer Service Specialists and provide coaching and development to team members.• Complete issue closures timely and address escalations in partnership with stakeholders across Residential Lending and work special projects as assigned by Consumer Loan Servicing leader.• Perform frequent quality control audits of payoff demands, credit bureau corrections, fee waivers, and client documents completed by team members to ensure compliance with federal regulation and bank policy.• Monitor daily reporting for GL, wire, and ACH outages and work with team members to resolve.• Document and draft procedures and controls for new processes and update existing procedures to align with current practice.• Engage with Risk/Compliance partners in 1LOD and auditors from 2LOD to coordinate and prepare audit responses, samples, and procedural walkthroughs for internal and external exams.• Successfully completed a rigorous external exam with no audit findings. Show less

Manhattan Beach, California, United States

• Oversaw day-to-day mortgage lending operations with a focus on Disclosures, Compliance, Closing, and Funding. • Addressed escalations and remediated service issues in collaboration with internal and external stakeholders. • Supported employees across Mortgage Operations, Sales, Secondary Marketing, and Loan Servicing.• Provided group training and individual coaching, conducted quarterly performance evaluations, and performed production benchmarking for Closing and Loan Setup… Show more • Oversaw day-to-day mortgage lending operations with a focus on Disclosures, Compliance, Closing, and Funding. • Addressed escalations and remediated service issues in collaboration with internal and external stakeholders. • Supported employees across Mortgage Operations, Sales, Secondary Marketing, and Loan Servicing.• Provided group training and individual coaching, conducted quarterly performance evaluations, and performed production benchmarking for Closing and Loan Setup team members.• Liaised with the Executive Team, Secondary Marketing, Sales, Loan Servicing, Quality Assurance, and Escrow and Title partners to strategize with the goal of increasing production, efficiency, and satisfaction. • Analyzed the pipeline for loan program data discrepancies and regulatory compliance with TRID (TILA-RESPA Integrated Disclosure rule), ATR/QM, HPML and HMDA to ensure accurate disclosures, minimize cures, and maximize salability.• Audited loan files to uncover trends and training opportunities, provide feedback, and apply correctives.• Regularly presented to the Residential Lending group concerning procedural updates and upcoming changes impacting the division.• Facilitated new hire onboarding training.• Assisted Accounting with researching, analyzing, and reconciling GL balancing discrepancies.• Performed periodic Policy & Procedure document reviews.• Leveraged Mavent and TENA quality control audit processes to identify trends and ensure federal and state-level compliance in all 50 states.• Implemented hybrid eClose solution for closings across all 50 states, increasing closing and post-closing efficiency.• Successfully managed a team of up to 16 employees during work-from-home transition, implementing hybrid scheduling to guarantee continuity of service across all job duties.• Completed three consecutive years (2021-2023) with zero incurable findings resulting from annual federal regulatory audits. Show less

Manhattan Beach, California, United States

• Oversaw day-to-day operations of the Mortgage Loan Setup team, focusing on producing TRID-compliant Initial Disclosures, revised Loan Estimates, and managing fees across multiple title and escrow partners.• Ensured Initial Disclosure and re-disclosure timelines met by continuous monitoring of active loan pipeline.• Audited loan files to uncover trends and training opportunities, provide feedback, and apply correctives.• Provided group training and individual coaching… Show more • Oversaw day-to-day operations of the Mortgage Loan Setup team, focusing on producing TRID-compliant Initial Disclosures, revised Loan Estimates, and managing fees across multiple title and escrow partners.• Ensured Initial Disclosure and re-disclosure timelines met by continuous monitoring of active loan pipeline.• Audited loan files to uncover trends and training opportunities, provide feedback, and apply correctives.• Provided group training and individual coaching, conducted quarterly performance evaluations, and performed production benchmarking for Loan Setup team members.• Facilitated employee onboarding and regularly made presentations to the Residential Lending group.• Coached the team on verifying loan pricing and reading DU findings to review new loan submissions for completeness and accuracy, streamlining loan intake and resulting in fewer touches by an Underwriter.• Worked with the Sales Team and Secondary Marketing to resolve issues of federal ATR/QM, HPML, and High-Cost tests, advising on acceptable interest rates and loan pricing.• Reviewed appraisal, title insurance policy, and escrow service orders for fee increases in excess of TRID-mandated tolerances to minimize fee cures via disclosure of revised Loan Estimates.• Opened title insurance policy and escrow orders for new refinance transactions. Show less

Manhattan Beach, California, United States

• Acted as system administrator for Encompass LOS. • Analyzed and remediated issues within Encompass and related systems (e.g., FNMA DU, Mercury Network, EPPS, Optimal Blue).• Developed system customizations, dashboards, processes and procedures, workflow training and job aids.• Analyzed loan files to ensure data integrity.• Performed systems integration testing and implemented processes specific to newly-launched One-Time Close Construction-to-Perm products and lending… Show more • Acted as system administrator for Encompass LOS. • Analyzed and remediated issues within Encompass and related systems (e.g., FNMA DU, Mercury Network, EPPS, Optimal Blue).• Developed system customizations, dashboards, processes and procedures, workflow training and job aids.• Analyzed loan files to ensure data integrity.• Performed systems integration testing and implemented processes specific to newly-launched One-Time Close Construction-to-Perm products and lending channel, Blend, and Optimal Blue.• Developed materials and job aids to document One-Time Close workflow and procedures.• Trained Residential Lending Operations and Sales groups on One-Time Close processes and procedures. Show less

Manhattan Beach, California, United States

• Assisted top-producing Loan Originators with disclosures, document intake, underwriting submissions, and client communication.• Managed underwriting submission streamlining project to optimize underwriting efficiency and shorten overall time to close on a per-loan basis.• Trained Residential Lending Operations and Sales teams on streamlined underwriting submission procedures.• Developed job aid to document streamlined underwriting submission procedures.• Analyzed… Show more • Assisted top-producing Loan Originators with disclosures, document intake, underwriting submissions, and client communication.• Managed underwriting submission streamlining project to optimize underwriting efficiency and shorten overall time to close on a per-loan basis.• Trained Residential Lending Operations and Sales teams on streamlined underwriting submission procedures.• Developed job aid to document streamlined underwriting submission procedures.• Analyzed transactions to determine upfront documentation necessary to minimize time in underwriting.• Reviewed and verified loan application information, revising as needed to present new loan submissions accurately.• Liaised with Sales, their applicants, and Escrow/Title to obtain supporting documentation and underwriting conditions, following up to ensure timely fulfillment.• Ordered services such as appraisals, tax transcripts, HOA questionnaires, and verifications of employment; re-pulled credit as needed. Show less

Manhattan Beach, California, United States

• Served as Subject Matter Expert (SME) on TRID and Encompass LOS.• Produced TRID-compliant Loan Estimates, initial disclosures and re-disclosure packages.• Analyzed loan files and re-disclosed as needed when change circumstances occurred to prevent cures.• Assisted management with developing revised disclosure and compliance procedures under TRID.• Advised stakeholders on federally mandated fee tolerances and timelines.• Tested LOS and document generation systems to… Show more • Served as Subject Matter Expert (SME) on TRID and Encompass LOS.• Produced TRID-compliant Loan Estimates, initial disclosures and re-disclosure packages.• Analyzed loan files and re-disclosed as needed when change circumstances occurred to prevent cures.• Assisted management with developing revised disclosure and compliance procedures under TRID.• Advised stakeholders on federally mandated fee tolerances and timelines.• Tested LOS and document generation systems to ensure compliance.• Trained teammates in the production of initial and revised Loan Estimates under TRID.• Quality Assured teammates' work for accuracy and completeness. Show less

Dallas, Texas, United States

• Personally managed relationships with over 100 client brokers across all 50 states.• Originated brokered mortgage loans.• Solicited, qualified, and trained Mortgage Brokers and Bankers to conduct wholesale mortgage business.• Qualified, priced, and structured loan scenarios with clients in accordance with underwriting guidelines.• Collected documentation and manually pre-underwrote to Advancial guidelines for pre-approval.• Input loans into LOS, pulled credit… Show more • Personally managed relationships with over 100 client brokers across all 50 states.• Originated brokered mortgage loans.• Solicited, qualified, and trained Mortgage Brokers and Bankers to conduct wholesale mortgage business.• Qualified, priced, and structured loan scenarios with clients in accordance with underwriting guidelines.• Collected documentation and manually pre-underwrote to Advancial guidelines for pre-approval.• Input loans into LOS, pulled credit, generated RESPA disclosures to ensure compliance, ordered appraisals, collected conditions, and delivered loans for closing. Show less

Los Angeles, Ca

• Solicited, qualified, converted and trained Mortgage Brokers and Bankers to develop new correspondent lending channel. • Minimized loan risk by qualifying loan scenarios in accordance with Bank lending policy. • Coordinated with other units to ensure optimal service levels. • Produced Web-based training materials to instruct in use of online submission portal. • Provided product and procedural training to clients, their management teams, and to internal Bank associates… Show more • Solicited, qualified, converted and trained Mortgage Brokers and Bankers to develop new correspondent lending channel. • Minimized loan risk by qualifying loan scenarios in accordance with Bank lending policy. • Coordinated with other units to ensure optimal service levels. • Produced Web-based training materials to instruct in use of online submission portal. • Provided product and procedural training to clients, their management teams, and to internal Bank associates. • Assisted broker and correspondent accounts with qualifying, pricing, and structuring loan scenarios.• Managed relationships with over 4,300 client brokers and 59 correspondent partners across all 50 states. Show less