• Ensured compliance implementation dates were met for state and federal regulation alerts • Project manager during meetings with compliance, legal counsel, and First Line Units (FLUs) • Created Manager Action Plans (MAPs) for FLUs to prove compliance for regulation alerts• Effectively collaborated with managers and SMES to ensure MAP deliverables were received timely • Worked with Business Control Managers to maintain controls for MAP deliverables • Worked within the ECM system in Cen Service to ensure change tickets were expedited • Created a sense of urgency with stakeholders when executing against a quick timeline• Led the monthly Disaster queue call to discuss changes in controls and procedures • Participated in review of stories and upcoming sprints with ECM developers to resolve problems • Collaborated with team members enthusiastically to advocate a positive work environment

• Systematically evaluated the performance of customer touchpoints• Provided root cause analysis of situational data using conditional formatting and pivot tables • Identified process and system gaps along with key business drivers• Created action items to improve processes and bring resolution to client dissatisfaction• Facilitated meetings with directors and managers to discuss procedures and complaint resolution• Met with lines of business to discuss trends and present learning opportunities• Ran macros and queries to produce and quality control relevant data and troubleshoot as needed• Created Power Point slides for client deck presentations• Created Job Aids to assist team members with understanding procedures• Worked within time constraints while maintaining accuracy

• Provided annual revision, certification, and publication of retail letters to the Knowledge Hub• Collaborated with all levels of leadership, Legal, and Compliance to mitigate risk to the business • Worked with Quality Control, Implementation, and Execution departments to deliver templates • Facilitated phone conferences to discuss project dates and expedite solutions to issues that arise • Performed the role of project manager executing against a timeline and fulfilling business needs • Worked with multiple systems to gather, update and store information

• Oversaw the Imminent Foreclosure Sale (IFS) audit process• Audited multiple parts of the Foreclosure process to ensure due diligence to the customer • Worked with specialists and management to correct audit data point fails • Collaborated with senior leaders to streamline the process and bring greater accuracy of data• Led monthly IFS phone call meetings to discuss trends and bring greater clarity to the process • Processed daily reports and compiled end of month reports for senior management

• Originated mortgages through sales calls, referrals, and repeat business to satisfy the needs of the customer while watching profit margins for the company• Oversaw Human Resource operations including payroll, benefits, hiring, and training • Worked with title companies, appraisers, and all parties needed to complete a loan