Matt Dickey Email & Phone Number

Newark, Ohio, Us

Led and executed many cost-savings initiatives by proactively using data that resulted in over $500,000 in savings annualized.Spearheaded the development and management of digital mortgage and HELOC applications that significantly increased profitability. Directed staff of 70 associates through coaching and regular feedback to ensure daily and monthly goals were achieved.Developed a comprehensive scorecard and operational framework for the mortgage operations area, resulting in notable improvements in efficiency, reduced turn times, and a decrease in quality findings.Redesigned the customer survey experience which led to 100% greater participation with a Net Promoter Score score of 95.Successfully managed a multi million dollar annual budget by proactively reviewing data to reduce non value add expenditures.Guided and implemented new associate on boarding training along with transitioning roles from in office to remote, resulting in 30% increase in associate engagement.

Us

Implemented a digital solution for the collection of documents and signatures from the customer which led to reduced loan cycle times by up to 50%.Maintained positive customer experience and work flow while successfully transitioning the Closing department in a new city.Organized staff of multiple business partners to confirm all loans closed were compliant with TRID procedures, ensuring Nationwide Bank would not be assessed any penalties by regulators.Created a scorecard for staff to motivate them to meet or exceed their monthly targets, leading to a 25% reduction in errors.Eliminated unnecessary steps in the Closing process which resulted in thousands of dollars in savings per year.

New York, Ny, Us

Supported the transfer of processes to global partners, resulting in cost savings.Implemented a digital solution for documenting daily work, rather than keeping physical copies which resulted in cost savings.Instituted process of tracking staff training and policy updates which provided documentation for regulation purposes.Authored departmental procedures for daily functions to ensure consistency throughout the department.

New York, Ny, Us

Analyzed process inefficiencies, developed process improvements, and presented to global business partners, which led to faster cycle times.Supervised staff of up to 27 employees, implementing a shift from pipeline based model to task based system, which led to decrease of of subordination requests turn times by 20%.

New York, Ny, Us

Recognized as a Top 5% Processor based on loans processed, quality, and customer experience.Processed a myriad of loan products including Conventional, HARP, FHA, and VA.

Us

Processed incoming mail for three different lines of business (Life Insurance, Annuities and Nationwide Retirement System).

Converted potential sales leads by setting up appointments for sales managers.Analyzed data to stimulate sales growth. Performed follow-up calls to ensure positive customer experiences. Completed credit checks to determine program eligibility.