Chernel Hoopes Email & Phone Number

New York, United States

New York City Metropolitan Area

New York City Metropolitan Area

Led the enablement, training, and development of mortgage operation teams to optimize production output and create happy customer experiences. Key Contributions:➔ Brainstormed innovative solutions and identified areas of improvement around learning and development to ensure all staff was trained effectively and efficiently on critical concepts and technical skills➔ Leveraged audit and closing knowledge to create a closing checklist that reduced critical errors ➔ Stood up and managed new Enablement teams for Closing and Post Closing and created a comprehensive onboarding and ongoing training plan that significantly boosted team capabilities➔ Acted as strategic thought partner on program design for onboarding & continuing education, and continuously analyzed program metrics to ensure success, pivoting training direction as needed

Greater New York City Area

Promoted to partner with relationship managers to deepen relationships with high net worth clients and uncover additional product opportunities. Manage direct client communications for 20+ clients and a portfolio of over $500M in assets as well as resolving 90% escalated issues within 24 hours or less.

New York City Metropolitan Area

Oversee 3 audits per quarter of 10 locations including fieldwork testing of AML/KYC, client servicing, and suitability assessments. Identify key risks, related controls, and make recommendations for improvements to efficiency, cost reduction, customer satisfaction, and risk mitigation.

San Francisco Bay Area

Ranked as top closer/funder for several recurring months when overseeing a pipeline of up to 120 loans per month, —closing and funding each in an ever-changing and deadline-driven role. Reviewed documentation based on investor guidelines and communicated with 3rd parties to ensure accuracy, on-time milestones, and sale value.

San Francisco Bay Area