Michelle Hedrick Email & Phone Number

San Diego, CA, US

• Managed 100+ Broker accounts in the Southwest territory, funding $80M-$200M per month. Served as a liaison between Brokers, Operations, and Region Sales Managers providing superior customer service and support closing.
• Internal point of contact for all loan level transactional issues, web/platform support, pipeline movement, appraisal rebuttals, operational and funding escalations, billing and pricing questions
• Trained and onboarded newly approved Brokers, LOs, and LPs in the use of UB's cloud-based Platform, 3rd party vendor sites, guidelines, procedures, and pricing engine.
• Generated weekly and quarterly reports to monitor account performance and KPIs, reviewed loan proposals, monitored incoming transactions for risk and accuracy, facilitated resolutions for cure requests, and executed.
• Continuously grew divisional and regional sales by spearheading product development activities and implementing action plans to increase productivity and customer satisfaction

San Diego, California, United States

• Collaborated with a small team to deliver and implement a $20M cloud-based industry-leading mortgage loan origination system (LOS) designed to speed up the loan origination, application, and servicing process for the.
• Designed all training materials and user manuals for internal operations teams and external clients
• Partnered with key stakeholders to ensure deadlines, goals, and allocated budget were met
• Managed the LMS System, conducted over 200 virtual or in-person training sessions, and on-boarded over 5,000 broker clients during a 6-month period
• Provided customer support to answer client’s questions, and address deficiencies or complications that might arise during and after Platform implementation

San Diego, California, United States

• Involved in all facets of the training programs, including analysis, design, development, facilitation, assessment, and modification for the following: new hire/on-boarding, credit, compliance, bank systems, products.
• Developed group workshops, courses, and one-on-one sessions for all departments and lines of business within the Consumer Lending Division: Sales, Operations, Compliance, Servicing, Credit and Customer Service
• Redesigned and updated existing training programs and courses to reflect changes in products, procedures, and technology. Also recommend improvements, as needed, to enhance employee knowledge and skills
• Provided onboarding assistance to new employees in Operations and Sales
• Supported line of business initiatives as well as also supported the integration of acquisitions through the delivery of product and/or system conversion training

San Diego, California, United States

• Managed a high-volume pipeline for 4 priority-level Brokerage firms closing 50+ loans/month
• Established operational processes as well as analyzed on-going reports and performance metrics
• Responsible for packaging and processing residential real estate loans from set-up through funding
• Worked directly with Account Execs, Brokers, Underwriters and Closers to obtain, review, and validate borrower financials, appraisals, title reports, and escrow documentation
• Quoted pricing to Brokers and assisted with rate locks, rebates, and pricing changes

Escondido, California, United States

• Facilitated a 18 week course instructing adult learners in all aspects of California Real Estate Principles: Appraisal, Title, Escrow, Disclosures, Compliance, Ownership, Encumbrances, Agency, and Contracts.
• Educated and prepared students to take Department of Real Estate Exam to obtain Real Estate Sales license.

San Diego, California, United States

• Designated contact for Brokers and handled a high call volume managing a pipeline of about 200 loans on an ongoing basis for Senior Account Executive.
• Trained and managed all new Broker Coordinators: operations, customer service skills, pipeline management, and running DU software
• Provided support for Brokers, Account Executives, Operations and Pricing Desk for all pricing, product, and processing needs
• Assisted with technical problems involving program, underwriting, and compliance issues.
• Managed pipeline reports, logged in conditions, set up new files, prepared files for docs, and assisted with funding packages

San Diego, California, United States

Worked one-on-one with socioeconomically disadvantaged sixth graders to improve their reading and language arts skills. Supported all learners to meet grade-level and/or individualized learning and behavior goals. Collaborated with school staff (e.g., Principal, Counselors, Teachers etc.) to develop and execute behavior support plans for individual.

San Diego, California, United States

Assisted in the development and delivery of all classes, workshops and games designed to introduce high school students to the basic principles of banking and financial institutions.

Bachelors, Liberal Studies

Bachelor Of Arts (B.A.), Liberal Arts And Sciences/Liberal Studies

Aa, Education

Bachelor Of Arts - Ba, Secondary Education And Teaching