Manage a team of 8-16 Life of Loan Monitoring and Quality Control Team Members who work in a high volume, queue driven environment that review loan documentation and flood insurance policies for Flood Disaster Protection Act compliance. In depth understanding and working knowledge of the Federal Emergency Management Agency and applicable Flood Disaster Protection Act laws and regulations. Extensive knowledge of all Commercial Banking Operations processes including Pre-Close, Post-Close, Life of Loan Monitoring and Insurable Value calculations. Trained and proficient on many Financial and Microsoft Office applications. Excellent verbal, written and interpersonal communicator with leadership and my direct reports to maintain high service level agreement and to complete projects and audit reviews accurately and timely. Collaborate, partner and build relationships with all levels of leadership, legal, compliance, insurance and third party partners on various topics such as risk management, diversity and inclusion and escalations. Proven ability to analyze and problem solve complex commercial loans with a strong attention to detail within the expected completion time. Provide effective guidance, training and coaching to team members in order to meet and maintain high level quality, productivity and customer service metrics. Responsible for prioritizing, reviewing, researching and responding to internal and external audits accurately and in a timely manner. Extensive knowledge of LEAN methodology. Have successfully created and coached multiple ideas to implementation to improve processes, reduce waste and mitigate risk. Analyze financials and human capital reporting for staffing and accounting needs to complete and maintain budget. Review applications and interview applicants through the entire hiring process.

Manage a pipeline of approximately 40 Commercial Real Estate Loans and responsible for creating loan documentation packages on complex loans to ensure compliance with company policies and government regulations. Maintain constant and effective communication with banker to document Real Estate Loans in a timely manner to meet customer expectations. Lead Team Huddles and 2 years acting as backup team lead directing workflow in absence of manager/team Lead. Effectively able to manage change by seamlessly transitioning from position to position and implement the new Lean thinking and team structure into my daily work. Provides guidance to team members on escalations, processes, guidelines and workflow. Selected to be a representative for the Team Member Connections Impact Team (Diversity, Equity and Inclusion). Regularly receive and give recognition and awards for outstanding customer service and dedication to doing excellent work.

Performed flood insurance reviews on new loans, renewals and modifications to ensure compliance and adherence to National Flood Insurance Policy guidelines through a high volume queue. In addition to applicable job functions, Managed Pre-close and Post-close conversion tasks and complete manual tasks that include research of loans in order to identify current collateral and correctly complete a Standard Flood Hazard Determination. Selected to lead Pre-Close Flood team for Operational Excellence project to manage, track and complete loans through the pilot system and to create and implement new workflows to improve our customer experience by decreasing time spent per request. Selected as the East Coast Flood Resource team member for guidance, research and escalations to assist the East Pre-Flood Team. Receive, track and complete high volume of flood certification requests through the queue. Led Pre-Flood Team in multiple trainings, events and meetings.

Closed more than 15 million dollars in residential mortgages in 1st year originating and processing my own loans. Led our branch in residential mortgage loan originations since 1st year of employment. Created, tracked and processed multiple loans using Microsoft Office software such as Word and Excel. Trained new hires as well as continually trained existing employees. Created and implemented marketing strategies for the company to increase sales. Built and maintained client relationships through creative marketing and exceptional customer service.