In my current role as Operations Team Lead/Change Analyst with North American Savings Bank, I am responsible for identifying effects on end-users by assessing changes to core releases and specifications while overseeing communication as well as training of system changes to business units as result of each release. I deliver recommendations on changes/improvements to existing processes when applicable while spearheading/advocating new processes within Residential Lending. I am assigned to ensure consistency and compatibility with existing systems/procedures, including researching, validating, and resolving issues for accurate processing by evaluating change requests. One of my key roles is to monitor implemented changes as well as gather feedback from end users on services by performing post-implementation assessments while identifying areas of improvement. I complete testing of new enhancements/changes to application software and systems for each release cycle by coordinating with IT, QA Team, Application Manager, and Application Support Analyst. I also steer all processes linked with project management including setting/tracking project milestones while overseeing/accounting for unforeseen delays and realigning schedules and expectations as needed. I am responsible to manage daily activities of R.L. processors and operations coordinators while motivating team members to ensure individual/team success utilizing recognition, team-building activities, and positive reinforcement. I am tasked to ensure team members meet goals and metrics by directing pipeline management processes. In addition to that, I review and increase employees’ knowledge by conducting meetings and providing continuous training while maintaining compliance with set guidelines.

In my previous role as Processor III with North American Savings Bank, I ensured accuracy of credit files and system input for approval by assessing and verifying income, credit, and other pertinent documentation. I was accountable to direct all documentation-related activities involving 3rd-party requests such as verification of employment, evidence of insurance, payoffs, tax transcripts, etc., to meet closing dates. During my tenure, I managed a pipeline of loans consistently exceeding set SLA’s and KPI’s while upholding a timely flow of loans through the lending process functioning independently and remotely from home. Additionally, I maintained knowledge of FHA, VA, CONV, USDA and other lending guidelines and procedures. As a subject matter expert, I delivered knowledge and feedback for the newly constructed Blue Sage platform while coordinating with multiple other departments as part of change champion representative.

As Owner of Clean Streaks, I was responsible for managing operations to maximize business growth and productivity. Furthermore, I directed all facets of operations including accounting such as billing and payroll, schedules, safety of operations, and customer satisfaction.

Part of my role as a closer I prepared, collected, and reviewed loan closing documents including disclosures. I ensured loans with complex loan structures or documentation requirements are closed and documented in accordance with the credit approval. Validated all closing and funding conditions were satisfied per guidelines. Prepared and transferred lender funds for disbursement. I trained and mentored new team members. I coordinated with multiple parties, internal and external ensuring a seamless process and customer satisfaction.