Marcia Kaasa Email & Phone Number

St. Paul, MN

Lead a team that provides support for systems, tools and processes used in the Single Family division. This includes support for the loan commitment system, website, system configuration/testing, reporting/analytics, administrative and other operational functions.

Greater Minneapolis-St. Paul Area

• Developed and provided leadership for seven unique teams, up to 250 professionals, supporting Fulfillment and Sales with consistent “Stellar Performance.” Focused on high volume tasks as well as services necessary to.
• Effectively supported company initiatives -- developed and implemented numerous services to ensure credit, production, compliance, and regulatory risk supported for the business. These initiatives included partnering.
• Developed a robust and comprehensive data strategy to support monthly performance reporting. The reports contained statistical highlights regarding volume, service, quality, efficiency which assisted with business.
• Improved many areas of performance including: service results 34%, quality results 77%, and productivity results 300%.

Greater Minneapolis-St. Paul Area

• Managed approximately 150 professionals tasked with producing high volumes. Hired, trained, developed, motivated, coached, and retained qualified staff.
• Consistently exceeded service, quality, compliance, and efficiency targets.
• Fostered productive and collaborative working relationships with business partners.
• Focused on process improvement and utilized strategies to effectively reduce cost and improve service. Utilized all resources via cross training and work share efforts to build skill and maximize efficiency.

Greater Minneapolis-St. Paul Area

• Lead teams supporting a wide variety of business groups and origination systems. Served as primary contact with customer/client accounts for relationship development and problem resolution.
• Oversaw the daily activities of processors, underwriters and closers by providing technical advice and leadership guidance to each employee to ensure successful customer transactions. (managed team of up to 30 members)
• Successfully managed a team to substantially increase customer service results by 30%.

Greater Minneapolis-St. Paul Area

Prepared mortgage closing packages and acted as liaison between buyer and closing companies to get accurate information for closing and resolve all issues and complexities including: audited closed files to ensure accuracy and secondary market salability, generated customer documents, ordered appraisals, credit reports, flood certifications, and.

Handled multiple areas in the auto finance process including: significant cash handling, audited dealership inventories, problem solving and complaint resolution, negotiated phone, field, and delinquent loan collections, extended and adjusted customer accounts/finance rates, title follow-up, procedures and processing, and occasionally served as Acting.