Senior Operations Manager Richardson, TX Oversight of Mortgage Closing Department for the Purchase and Refinancing of Conventional and VA loans.• Managed a closing team that consisted of 30 associates and 2 managers• Successfully designed and implemented a priority report to ensure all required tasks were completed daily• Collaborated with internal departments to improve effective communication between closing, underwriting, and processing• Provided daily and monthly scorecards to direct reports and associates to help identify areas of strength and training opportunities and potential action plans• Provided Executive Leadership with funding updates and department health• Reviewed potential quality defects and dispute if applicable and coached accordingly Front Line Manager Oversight of a Mortgage processing production team for Conventional and VA loan products. • Managed, trained, and lead a team of up to 20 direct reports ranging from entry to senior level• Handled and resolved escalated borrower complaints and disputes• Ensured that the team followed procedures and providing first-rate customer service• Provided daily and monthly scorecards to direct reports to help identify areas of strength, training opportunities, and potential action plans• Created and maintained standard operating procedures for data tracking

Recruited to build and implement a Specialty Operations team for both internal and external processes. Establish and maintain Investor relations on key portfolio metrics for the Consumer Loan products. • Handled and resolved escalated borrower complaints and disputes• Ensured that the team is following procedures and providing first-rate customer service• Partnered with credit and internal auditors for compliance reviews• Prepared and presented weekly portfolio metrics with CFO, Capital Markets, and Credit Senior Executives• Performed underwriting quality reviews while partnering with Career Services on over 500 Consumer Lending accounts• Managed relationship with 4 servicing vendors as well as evaluated and provided recommendations to senior management on feasibility of business relationship and customer experience with servicing vendors• Created and maintained Standard Operating Procedures and work flows for document processing, specialty operation loan handling and customer escalation• Relied upon to process and underwrite home loans during the roll out of the Mortgage product

Oversight of a Mortgage production team, including processing, closing, and customer specialist functions. Partnered with vendors on system improvements and processes.• Supervised Processing team to meet or exceed daily and monthly volume goals• Ensured that all Processors follow operational systems, processes and policies of pre-funding and post funding operations• Managed, trained and lead over 14 direct team reports and facilitated open communication amongst team members and Capital One management team• Problem-solved escalated file and borrower issues from the loan processors• Researched and assisted with responding to mortgage audits for pre-funding operations findings as well as post-funding outstanding issues• Partnered with sales to ensure mortgage applications are originated efficiently so that the loan is in compliance with all regulatory requirements, especially as it pertains to processing

Supported a team of up to 13 processors acting as a subject matter expert and mentor while still working a pipeline of 25 conventional and government loans.• Performed the processing of mortgage loan files requiring the verification of loan documents including income, credit appraisal and title insurance. Also includes any administrative duties to complete these tasks (i.e. faxing, copying, filing and phone support)• Assisted in pipeline management for a team of processors• Counted upon to be the primary back-up for the unit manager• Resolved escalated loan issues, problems, and complaints with exceptional customer service• Handled high volume pipeline while maintaining quality and effectively close loans within defined commitment periods• Provided strong communication and support to underwriting, mortgage professionals and customers to clear stipulations needed for mortgage loan files to ensure a quick turnaround time• Ensured loan compliance with Federal and state regulations