• Served on the Partial Claim Specialization team, earning a group nomination for a national internal award • Managed caseload of loans from Default through Post-Claim Audit, ensuring timely completion and adherence to quality standards and earning Outstanding Quality ratings for all Annual Performance Reviews• Supplemented servicing efforts to determine proper course of action and cure default or minimize VA losses while navigating rapid changes in governing regulations, procedures, and program offerings• Staffed department general support line, assisting veterans and their families with all proffered requests from mortgage information and process updates to active suicide attempts and emergency external support needs

• Executed Relationship Assets Credit reviews and quality audits with 3 other underwriters for a CFPB order, auditing over 3,500 loans as a group and providing the data required for an agreement and lift of the order (final outcome predicted but still pending)• Managed and underwrote a pipeline of 50+ Conventional refinances, utilizing signing authority up to $750k and leveraging credit risk and analytical expert judgement to meet service deadlines and productivity goals in a dynamic and complex environment• Guided loan processes to completion within deadlines while building cooperative relationships with sales partners and mentoring processing staff to ensure customer-focused, efficient loan experiences• Earned Six Sigma White Belt certification through independent study

• Career transition, strengths-based self-actualization, and purpose work • Resume and cover letter review, editing, and guidance• Co-create individualized action plans based upon client-identified goals• Employ Adlerian psychological principles to increase clients’ happiness and social interest• Specializing in coaching for women, LGBT individuals, and clients with mental illness

• Individually coached business partners with learning opportunities identified in underwriting loan audits, building relationships based on trust, mutual respect, and positive customer service outcomes for internal and external stakeholders, while increasing Acceptable audit results to a rolling percentage in the mid-90%s.• Implemented first ever regional Closing Process Audit, leveraging relationships, mentoring, and coaching skills and earning a Partnership and Business Excellence Award• Designed and facilitated monthly Diversity Awareness opportunities as part of the Quality Inspection Services (QIS) Diversity Committee, writing presentation materials, planning topics, and utilizing distance learning, conference calls, and email to reach remote employees• Oversaw workflow capacity for QIS Region 42 team, balancing priorities of production, capacity, and customer service deadlines for business partners and customers• Audited files for 70-100 regional employees, ensuring acceptable turn times and full coverage of monthly-required reviews while supporting scheduled closings and communicated customer service expectations, and consistently exceeding production goals• Reported weekly audit results and production goal progress to regional senior management, utilizing database reporting and Excel skills to translate raw regional production data into communicable trends and training recommendations broken down by loan and audit type

• Provided resume writing and interview assistance to department staff when department was dissolved due to divisional restructuring• Served as Team Lead for a divisionally influential department of 15 underwriters, advising on customer service best practices, policy interpretation, and underwriting procedures• Designed and implemented mortgage underwriting authority training program for Divisional Underwriting Center, resulting in 100% of new staff achieving authority before deadline• Organized and oversaw the department Mentorship program, assigning and supporting mentors, and providing education and mentorship guidance• Defused conventional loan escalations, focusing on the customer experience, inter-team mutual respect, cooperation, and training opportunities as priorities

• Facilitated multiple levels of Authority Increase classes for 30+ underwriters, increasing departmental flexibility and employees’ individual career progress• Managed and underwrote a rotating pipeline of 75+ Conventional and FHA mortgage purchases and refinances, utilizing multiple sets of regulations, and prioritizing daily workflow to exceed customer service expectations and maximize productivity• Leveraged business relationships with mortgage specialists to ensure a smooth process for customers and to ensure customer service survey goals were consistently exceeded

• Served as Subject Matter Expert for a team of 15 new mortgage specialists, training customer service and mortgage protocols and supporting staff with customer service escalations• Wrote and facilitated mortgage specialist trainings for advanced loan types, increasing specialist knowledge and departmental customer service capabilities• Underwrote FHA refinance transactions after earning D/E and CHUMS ID• Managed and processed a rotating pipeline of 80-120+ Conventional, FHA, and VA mortgage refinances, independently prioritizing caseload to meet strict deadlines • Staffed the main call-in line for a division of 2000+ specialists, fielding calls on other specialists’ accounts and answering back-to-back calls while maintaining exemplary customer service

Provided educationally and developmentally appropriate child-care for Early Childhood Education centers around the Twin Cities

• Volunteered 1700 hours in educational, hurricane relief, food pantry, and office settings• Assisted in 2 kindergarten classes, providing individual coaching for struggling students and general classroom support and supervision• Staffed an after-school program in a local housing project with diverse children ages 5-15• Staffed and supported the Praise Dance program, encouraging artistic expression in students