* Managed a team of up to 20 members including Compliance, Underwriting, Processing, Closing and Post Closing teams.* Led the implementation of two software systems – OpenClose (01-2021) and MeridianLink Mortgage (02-2022) – including requirement gathering, vetting & bidding out for the LOS systems, implementation and set up, testing workflow from origination through post purchase, as well as the set up and design of dashboards and reporting for all teams. MeridianLink Mortgage LOS was successfully launched June 2022.* Collaborated with the project team for gaining Homesite’s Fannie Mae direct lending approval which was successfully obtained in July 2022 which included creating procedures for multiple teams and participating in the desk review hosted by Fannie Mae.* Monitored team performance and improved on-time closings by 60% by implementing cross-training for processing and underwriting and scorecard metrics for all teams. Updated reporting from new LOS is anticipated to streamline the processing, closing and appraisal processes by improving visibility and tracking.* Created management reporting and dashboards to track overall loan and timing metrics including * Underwrote VA mortgages.

LENDING SERVICE CENTER -Apr. 2014 to Nov. 2020UNDERWRITING CUSTOMER SUPPORT -July 2011 to Nov. 2020* Managed a team of 37 including an Underwriting supervisor, 2 team leads, 6 senior Underwriters, 14 Underwriting Assistants and 13 Tech experts.* Underwriting Customer Support is clears minor loan conditions as well as handles scenario questions on all products offered by Flagstar and guideline clarification on FNMA, FHLMC, USDA, FHA and VA guidelines. They support all external channels as well as our Retail channel.* Lending Service Center handles a large array of customers including borrowers, wholesale and retail customers, and settlement or closing attorneys. This call center is designed to be the experts on technical issues, TRID and compliance concerns, as well as closing, funding, post-closing and post-purchase customer questions, education and condition clearing.* Responsible for the business unit design and testing of Salesforce for issue tracking in order to provide improved case tracking and one call resolution of customer issues. Final implementation in January 2020.* Implemented Quality Monitoring system and team scorecard as a way to positively mentor team members on call handling and overall quality. Allows continuous daily feedback to the team concerning their goals and metrics in order to continually improve our customer service. Improved overall quality metrics by 5% the first year of implementation.* Created a knowledge base utilized by the team which resulted in an 8% improvement of their one call resolution. Additionally created a system workaround guide for all underwriting teams to reduce the number of cases escalated to second level I.T.* Improved overall team efficiency from a target Service Level Agreement of 80% of all calls handled in two minutes to 92% of all calls handled in 60 seconds through improved quality mentoring, increased one call resolution and knowledge articles at the team’s ready.

* Handled Underwriting guideline and product questions as well as clearing minor conditions with signing authority to $750,000.* Provided exceptional customer service within an in-bound call center. * Counseled loan officers on appropriate products and guidelines to best fit their customers specific mortgage requirements.

• Provide credit decisions utilizing mortgage guidelines for Fannie Mae and Freddie Mac to determine credit worthiness of loans within established timeframes. • Advise loan officers on appropriate products and guidelines to provide borrower with increased customer service.

* Conducted daily oversight and coordination of underwriting and processing functions to ensure smooth work flow for approvals and closings. * Supported atmosphere of cooperation for Underwriters and Processors to function as a team with their Loan Originators by taking ownership of their daily workflow and be accountable for good customer service.* Supervised team of three (3) underwriters and three (3) processors to assist with issue resolution.* Established rapport with key cross-functional personnel to expedite technology solutions.* Certified service level expectations of underwriting and processing are met to guarantee timely closings and rate lock expirations.* Designed process mapping and procedures to increase productivity.* Assessed quality of conforming and non-conforming loans to reduce risk and increase profitability with signing authority of one million dollars ($1,000,000.00).* Effectively communicated status of service level expectations to management and loan officers in order to achieve departmental and company goals and objectives.* Volunteered to train consumer lending and mortgage associates on Microsoft Excel to enhance computer skills.* Utilized pipeline reports to forecast closings, balance processor loads, confirm service level expectation targets and ensure that milestones had ben met.

* Rendered mortgage decisions utilizing mortgage guidelines for Loan Prospector and Desktop Underwriter to determine credit worthiness of loans within established timeframes and meeting required milestones. * Reviewed all mortgage loans and pre-approvals within twenty-four (24) hours of receipt to satisfy service level expectations.* Counseled loan officers on appropriate products and guidelines to provide borrower with increased customer service.

* Participated in implementation team for installation of new server for all Michigan users.* Tested software releases to validate code changes prior to implementation.* Utilized CRA Wiz database software and Microsoft Excel to review Home Mortgage Disclosure Act (HMDA) data, ascertain errors and make corrections for an accurate HMDA Loan Application Register (LAR) submission. * Submitted HMDA LAR for eight (8) business units in accordance with United States Government regulations.

• Rendered mortgage decisions within utilizing mortgage guidelines for Loan Prospector and Desktop Underwriter to determine credit worthiness of loans within established timeframes for loans with LTV exceeding 80%. • Counseled loan officers on appropriate products and guidelines to provide borrower with increased customer service.• Developed tracking system for mortgage pre-approval files and release-of-liability loans using Microsoft Excel to enable staff to track underwriter and location. • Designed self-updating graphs to track underwriting department’s production and backlog for management tracking.

* Underwrote conforming loans to Freddie Mac guidelines to reducing risk and allowing for eventual sale directly to Freddie Mac.* Efficiently managed sale of loans to Freddie Mac using Loan Prospector Gold software.* Trained incoming processors on software and procedures for competent processing of loans.* Set up Microsoft Access database to track tax and flood insurance payments to eliminate need for manual tracking.

* Completed product quotations and cost estimates for customers, Mitsubishi and Honda, to obtain new and continued business.* Facilitated issue resolution between customer and manufacturing plant to increase customer service.* Utilized a cross-functional team to ensure production implementation timing.

* Project manager of thirty-three (33) Toyota and Lexus programs including hood latch, brake pedals, and park brake programs from initial concept through start of production to ensure production implementation timing.* Oversaw design of products to ensure customer satisfaction and product reliability.* Assisted in prototype development and testing to certify final product met required standards.* Identified cost savings on hood latch final assembly generating cost savings of over $33,000.00 per year for our customer.* Communicated new product designs and cost saving proposals to customer by means of written and oral presentations. * Tracked progress of programs utilizing Microsoft Project to make sure our team met its objectives for timing, cost and process.

* Managed forty (40) assembly line workers on axle welding line to meet production expectations.* Certified product quality with constant review of production assembly to meet required tolerances.