Grace Mccoy Email & Phone Number

Birmingham, Alabama, United States

Homewood, Alabama, United States

Provides overall direction to an operational team to ensure maximum customer service, appropriate control and to achieve the bank’s strategic business objectives in an efficient and effective manner. Responsibilities: Directing the operational performance of a Mortgage Operations team to ensure service level expectations and key performance indicators are met. Exercises usual authority concerning staffing, performance appraisals, promotions, salary recommendations and terminations. Implements departmental policies and operating procedures to ensure maximum customer service and appropriate control. Recommends operational processes and systems and upgrades/enhancements which support user groups throughout the bank in achieving their goals for operational efficiency and effectiveness. Provides processing solutions and resolutions on escalated service or customer issues. Responsible for strict adherence to all compliance and regulatory requirements as well as department policies and procedures

Birmingham, Alabama Area

BBVA Compass, Birmingham ALOperations Manager Government Team – 2016- PresentResponsible for the operational performance of the mortgage processing unit. The operations manager allocates operations resources to the work tasks which are required in the deployment of mortgage lending products and services. Manages and provides day to day coordination of the company’s mortgage lending operations activities in accordance with established systems and procedures. Ensures that the unit supervised is adequately staffed and that personnel are trained. Reviews and recommends new methods and procedures to make daily operations in the area more efficient. Plans and schedules the activities within the mortgage loan processing area and coordinates them with other operations areas as required.

Birmingham, Alabama Area

BBVA Compass, Birmingham ALOperations Manger 1/Team leader Consumer Assets April 2010-2016Daily managing a team to insure proper submission of files to underwriting and closing, managing pipelines, addressing and resolving customer issues and concerns both internally and externally. Making sure that the proper guidelines/compliance polices are followed. Responsible for training and counseling team members. Responsible for updating the team with any new guideline or updatesCompass Bank, Birmingham, AL 1999 – 2009Real Estate Mortgage Processor 2001 – PresentDesktop Underwriter level I, II & III 2004 – PresentProcess various types of mortgage loans, including conventional, FHA, VA, private client and community-based loans. Ordered appraisals, title commitments, income and asset verifications and flood certifications. • Processing and underwriting Conventional loans.• Providing daily and weekly updates to customers, loan officers and private client representatives.• Employing technology and utilize resources to streamline processing time and to avoid costly delays.• Taking a proactive role in contacting customers for required documentation.• Consistently meeting or exceeding processing goals and customer service goals.• Working with local government agencies to qualify and coordinate down payment assistance for qualified applicants.Commercial, Business & Personal Loan Processor (Tuscaloosa Location) 1999 – 2001Processed commercial loans, interfacing regularly with high-net worth clients, business leaders regular. • Prepared business notes and closing documents.• Regularly updated client files; providing feedback to clients and loan officers.• Collected, updated and prepared all documents that were required for approval .• Scheduled closings.

Tuscaloosa, Alabama Area

First Federal Bank, Tuscaloosa, AL 1993 – 1999Assistant Customer Service Supervisor 1998 - 1999Responsibilities included handling and processing paid-off mortgage loans. Also worked closely with immediate supervisor to insure high customer satisfaction ratesImaging Technician 1993 - 1998Duties included the high resolution imaging of bank documents for better maintenance of files and easier access of information for bank officials.