• Responsible for directing the design, planning and implementation of training programs aligned with the company's objectives. • Conduct departmental initiative identification, business planning, tracking, and reporting.• Provide planning, leadership, monitoring, organization, and management of all efforts as they directly relate to the development and implementation of LOS training for new and existing associates. • Provide input and serve as a member of project teams focused on the development and implementation of new services integrated with and related to the LOS, then produce and deliver training for the rollout. • Understand and leverage formal project management practices to ensure timely completion and proper control of initiatives. • Oversee creation and day-to-day management of the origination and training help desk.• Provide leadership and management to the LOS technology team, including prioritization of projects based on business objectives.

• Manage the day to day operations of the Training and Development Department.• Plan and conduct monthly new hire orientation with executive and department managers. • Responsible for new hire systems training for origination and operations positions. • Provide input and serve as a member of project teams focused on the development and implementation of new services integrated with and related to the LOS.• Produce and deliver training for the rollout of new services integrated with and related to the LOS system.• Perform hiring and manage staffing needs for the department. • Monitor employee performance and initial ation to strengthen results.• Conduct departmental initiative identification, business planning, tracking and reporting.

• Managed the mortgage operations team: loan processors, underwriters, and production assistants• Responsible for loan production and pipeline management• Assist with the commitment of Fannie Mae loans• Write new procedures and revise/update old procedures• Train staff on and ensure adherence to compliance regulations and procedures• Assist staff in troubleshooting Loan Origination Software system as needed• Process mortgage loans as a backup to the Loan Processors• Hiring, termination, coaching, counseling, performance reviews, and scheduling

• Delivered Fannie Mae loans, processed funds received, prepared daily remittances• Maintained tracking spreadsheet for Gain on Share• Prepared and sent daily remittances for Fannie Mae loans• Monitored ARM and balloon loans; sent notifications to customers• Post-closing file audits including system verification• Maintained reserve accounts for property taxes, homeowners insurance, flood insurance, and PMI• Tracked non-reserve loans for current homeowners and flood insurance; force place when necessary• Balanced general ledgers relating to forced-place insurance• Ensured cancellation and termination of PMI as needed• Reported PMI delinquencies monthly; submitted and tracked PMI claims

• Responded to customer phone calls and emails while achieving company standards for exceptional customer service. • Quoted premiums, educated pet insurance customers about the complexities of plan comparison, and closed new customers over the phone. • Processed pet insurance claims and approved or denied coverage; informed pet owners of decision while maintaining satisfied customers even when the outcome was a denial of coverage.• Assisted in the training of new hires to ensure buy-in to the culture of exceptional customer service.

• Branch Operations Manager - 6 years; Sr. Loan Specialist - 3 years; Loan Specialist - 1 year• History of increased responsibilities, including supervision of a team of six• Managed the branch pipeline – top funded volume of more than 100 units and $20M in funded volume per month • Consistently in top 10 of 200+ branches nationally for funded loan quality, federal & state compliance, random audits, branch personnel training requirements, and pricing related exceptions• Cultivated strong relationships with the underwriting and funding department managers and VPs to ensure the swift resolution of problem files without the involvement of the branch manager• Managed the day-to-day activities of the processing team based on branch standards and productivity goals • Performed thorough pre-underwriting reviews on files before they were submitted to the underwriting department for approval• Experienced in all ops-related phases of the loan – initial disclosures, order-outs, processing, underwriting, clearing conditions, drawing documents, funding, shipping, and cancellation

• Received and processed wine list (table tent) orders daily, keeping in close contact with sales representatives throughout the United States• Proofread for layout and spelling of typeset orders, requested revisions/corrections as necessary; gave final approval to print• Maintained a running inventory of wine list card stock

• Received loan payments from borrowers and monitored delinquent accounts• Processed and distributed investors’ checks and reports• Provided customer service for borrowers and investors by answering account-specific questions and resolving any issues• Managed general office accounting and trust accounting; performed all bookkeeping functions including reconciliations, deposits, and accounts payable