Luke Jaffe Email & Phone Number

Portland, OR, US

Minneapolis, MN, US

• Elevated team performance and market presence, expanding market share and production from $4mm to $100+mm annually, demonstrating strategic growth capabilities.
• Championed the development and execution of training programs for Loan officers, aligning with business line initiatives and marketing strategies, which enhanced loan officer proficiency and sales effectiveness.
• Spearheaded cross-functional collaborations and pilot projects, driving core production and system efficiencies, and played a pivotal role in integrating technology solutions that resulted in improved operational.
• SME on product, processing and underwriting methodologies. (FNMA, FHLMC, FHA, VA, USDA, Portfolio and HELOC/HELOAN)
• Maintain operational excellence in both sales, CX and quality matrices.
• Manage KPI’s for consistent File quality and Customer satisfaction results.

Cleveland, Ohio, US

• Oversaw four states (Oregon, Alaska, Colorado, and Idaho), and propelled a team of more than 40, including Home Lending Leaders and Loan Originators in the support of functions essential to sales force productivity.
• Developed action plans to improve sales effectiveness of Loan Originators and substantially increase sales to fulfillment rates, including that of high net worth clients.
• Created and analyzed operational metrics, KPIs and SLAs; evaluated progress against operational targets.
• Partnered with headquarters and National Credit Risk to develop products based on market predictors and forecasting, enhancing operating efficiency and improving company’s competitive advantage.
• Administered performance management, developing personnel by assessing performance, counseling and training to support continuous improvement of Sales team.
• Facilitated risk assessment and Quality manufacturing as part of Fulfillment department.

Cleveland, Ohio, US

Charlotte, NC, US

• Directed daily operations for Greater Washington including sales, compliance, pipeline management, client escalations and staff development.
• Coordinated weekly, monthly and quarterly business reviews.
• Acted as Proficiency Coach, managing new hire development and proficiency with systems, technology, product and procedures.
• Collected, coordinated and managed real estate matrix through Sales Force and Origination platforms.
• Delivered accurate and efficient reporting of key sales matrix, including sales results, forecast / quotas and KPIs, headcount and compensation calculations.

Charlotte, NC, US

• Solicited and originated loan applications through development of new business and personal data base. Submitted, processed and oversaw completion of loan application documentation and fulfillment of closing conditions.
• Utilized thorough knowledge of lending and banking regulation, operations, systems and products to dispense training to branch employees on mortgage products.

Charlotte, NC, US

• Provided coaching, training and mentoring support to existing fulfillment sites, nationally. Conducted audits and analyzed risk for reporting purposes. Partnered with Unit and Team leads to influence and design action.
• Identified and communicated best practices and Assists with the communication and roll out of key policy and procedure changes.
• Collaborated with training teams to facilitate and develop learning clinics and refresher training and certify fulfillment associates for lending authority.
• Reviewed complex income/asset/collateral files for escalations and quality adherence.
• Designed and implemented QC process for a fulfillment site of over 100 associates to reduce defect ratio from 13% to 4.8% over 3 months.

Charlotte, NC, US

• Conducted weekly learning activities, observed and assessed performance, and provided action plans and follow up processes for assigned site of 187 employees. Worked individually with frontline case management.
• Collaborated with management to design successful action plans that improve overall performance.
• Ensured transparency to progress by providing analysis in assessing and aggregating / reporting associate skill proficiency levels to executive management.
• Analyzed quality defect reporting to create plans and enhance associates’ skill set and reduce risk.

Charlotte, NC, US

• Managed a portfolio of default asset files through the process of procurement, dealing directly with the customer, providing excellent customer service, education, and assistance.
• Executed multiple diagnostic systems to determine profitability for the bank; full knowledge of multiple programs and guidelines to provide error free solutions for investors.

Charlotte, NC, US

Education record

Visual And Performing Arts