Franchise Network Management• Overseed relationships with 42 JPAR franchise offices across 30 states, ensuring smooth operations and profitability.• Implemented franchise operation systems, reducing the time it takes to train new affiliates by 50% and increasing their launch rates by 30%.• Ensured compliance with legal obligations and operating standards by franchisees.Revenue and Performance Optimization• Collaborated with franchisees to set and achieve revenue goals, identifying areas for improvement.• Analyzed sales trends and metrics in order to maximize financial results.• Improved the performance of underperforming franchises by developing and implementing performance improvement plans.Training and Support• Streamlined the franchise onboarding process to ensure consistency and efficiency.• Provided coaching and guidance on sales performance and customer relationship management.• Created and facilitated training programs aimed at improving sales techniques and operational efficiency.Systems and Data Management• Overseed maintenance and organization of legal contracts and documents related to JPAR Franchise CRM.• Identified performance metrics for franchisees and implement systems to track them.• Drove decision-making within the network using data analytics.Cross-Functional Collaboration• Ensured franchise owners and agents have access to the latest technologies by partnering with vendors.• Collaborated with marketing, operations, and training departments to align business objectives.• Provided customer service and troubleshooting support for sales-related inquiries.

Leadership and Team Management• Led a high-performing team of 6, overseeing training and onboarding for Loan Officers and Brokers• Reduced average onboarding time from 90 to 30 days through innovative process improvements• Increased service call acceptance rate from 28% to 80% by implementing strategic Onboarding Specialist deploymentTraining and Development• Designed and delivered comprehensive training programs for 100+ mortgage bankers, resulting in a 10% increase in loan origination capacity• Developed and implemented a 1:1 mentorship program, matching mentors based on technical skills, learning style, and personality• Created and managed training materials, job aids, and courses, ensuring consistency and effectiveness across all learning platforms.Performance Optimization• Analyzed KPIs data to continuously improve training programs, reducing client onboarding time by 80%.• Monitored team performance and collaborated with internal teams to optimize processes and workflow.• Facilitated loan closings within an average of 20 business days through strategic cross-departmental relationships.Financial Management and Strategic Planning• Oversaw monthly budget forecasting for Client Support Department, demonstrating strong financial leadership• Developed and executed strategic initiatives to improve team performance and client satisfaction• Created professional development plans for team members, fostering a culture of continuous improvement and career growth

Pipeline Management• Efficiently managed lock request resolutions across multiple channels TPO, Wholesale, Bond Retail, and Best-Efforts, ensuring 99% on-time processing• Maintained secure database for confidential lock request changes, reconciliations, and extension requests. Market Analysis• Analyzed rate sheets a, gathered investor data, facilitating pricing comparisons and investor data gathering to support informed decision-making.Subject Matter Expertise• Served as go-to expert on mortgage banking practices, training over 50 branch offices.Data Integrity• Monitored data integrity and expiration dates, proactively identified and resolved discrepancies by collaborating with Loan Officers, Brokers, and Processors.Stakeholder Communication• Developed robust communication channels, with relevant stakeholders, ensuring smooth operations and effective issue resolution in the lock desk process.

Customer Service Excellence• Processed new rate lock requests with 100% accuracy, utilizing Optimal Blue pricing engineProduct Analysis• Analyzed data to assist Loan Officers in selecting appropriate products and pricing tailored to client needs and financial objectives.System Management• Maintained open lines of communication, provided regular reports on lock status and efficiently canceled inactive locks as required.Compliance Assurance• Ensured accurate data entry for lock information in relevant systems, maintaining consistency and data integrity.Cross-functional Collaboration• Proactively followed up on loans below specific pricing thresholds, verified proper documentation and concession approval to maintain compliance with established guidelines.• Collaborated with Loan Officers, underwriters, and other stakeholders to address any pricing-related issues and ensure a seamless rate lock process.

Quality Assurance• Conducted thorough loan audits to ensure the highest quality, accuracy, and integrity of loan documentation and processes.Project Management• Managed and facilitated projects to guarantee timely delivery, meeting or exceeding established deadlines.Regulatory Compliance• Enforced policies and procedures for a monthly loan pipeline of 250 bonds and brokered, reverse mortgage loans in accordance with TRID-RESPA regulatory requirements.Interdepartmental Liaison• Acted as a key liaison between internal customers, branch offices, loan officers, processors, closers, and support departments, promoting effective knowledge-sharing of regulatory and client specifications.Risk Management• Analyzed compliance issues and recommended changes or action plans to resolve them, ensuring adherence to industry regulations and standards.• Collaborated with internal and external stakeholders to maintain compliance, address potential risks, and foster a culture of accountability and transparency within the organization

• Reviewed loan package documentation to ensure the completeness and accuracy of closing documents, adhering to CD Warranty Deed, Closing Instrument, Note, Security Instrument, and State/Federal Disclosures.• Performed thorough reviews and audits on Refinances, Purchases, Modifications, Texas Home Equities, and Construction-to-Perm loans to identify and analyze errors, escalating issues to the appropriate departments for resolution.• Exhibited strong leadership, management, organizational, and team-building skills to foster a collaborative and efficient work environment.• Applied robust process and project management skills to drive continuous improvement in mortgage closing operations.• Communicated effectively with staff and management, ensuring a clear understanding of processes, policies, and procedures while addressing any concerns or questions.• Collaborated with relevant stakeholders, including underwriters, loan officers, and borrowers, to facilitate a seamless and compliant closing process.

• Verified borrower information, including employment history, income, and credit history for loan applications.• Gathered necessary financial documents to support loan applications.• Submitted loan applications to underwriters for review and approval.

Verified loan package documentation for compliance with CD Warranty Deed, Closing Instrument, Note, Security Instrument, and State/Federal Disclosures. Analyzed and identified errors on Refinances, Purchases, Modifications, Texas Home Equities, and Construction-to-Perm loans; escalated issues to appropriate departments.