Melissa Ellison Email and Phone Number

Manages the quality assurance program across multiple sites and/or Home Lending LOBs, including the implementation of operational policies and plans.Monitors the control environment for customer interactions for multiple functions or LOBs.Establishes and monitors overall team direction.Coordinates Compliance reviews and other audit activities and assists in the creation and testing of Action Plans, as needed.Recommends and implements enhancements to improve effectiveness and efficiency of services and systems.Manages multiple resources and operating expenses.Interacts with Operations executives and other senior Operations managers.Presents business updates to senior Quality leadership.Coordinates with Global Strategy Manager to identify potential activities for offshore environment and monitors results to measure effectiveness of offshore resources.Manages and directs team activities across multiple testing programs including for example Home Lending and Third Party.

Managed logistics for exams, servicer evaluations/reviews and presentations for external third parties.Ensured all requested information is collected and delivered complete, on-time & in accordance with Chase security protocols.Facilitated and participated in investor conference calls, virtual presentations, on-site & off-site visits.Communicated and distributed exam related material and information to appropriate senior management and staff for action and decisioning.Developed and maintained positive working relationships with business partners to foster an open environment for collaboration, risk identification, and issue solving.Identified and evaluated the impacts of audit issues and partner with the business to find resolution.

• Hire, train, coach, develop staff and lead multiple responsibilities in a fast-paced environment. • Write and conduct performance reviews • Use metrics and KPI’s to drive performance and operational excellence using corrective action as appropriate • Manage meetings using strong presentation and effective communication skills • Mobilize internal resources and demonstrate proactive problem solving ability • Adhere to compliance with audit, legal and regulatory requirements • Analyze problems and identify potential solutions • Lead staff through change • Maintain proper risk and control environment

• Analyze financial and mortgage documents for accuracy and completeness for FHA, VA, USDA, FNMA, FHLMC, Private & Asset Loans. • Serve as the primary contact for homeowners and approved third parties pursuing mortgage assistance. • Act as liaison between homeowners and other Chase departments including all internal default modification departments. • Communicate approvals and denials of mortgage assistance from Underwriting. • Efficiently managing a pipeline of 300+ loans while consistently exceeding service level standards.

• Directly managed a team of 10 Quality Control & Collateral Specialist and oversaw 30 Loan Servicing Specialist.• Ensured that a thorough and timely quality control review was completed on consumer, mortgage and business loans, as required and that all identified quality issues are effectively resolved and communicated to the appropriate parties. • Compiled and managed communication to the applicable department/branch that incurred errors on closed consumer loans, mortgage loans and member business loans by location and originator. • Identified trends in file quality issues and worked with cross functional teams involved in loan sales/processing to make recommendations for system or process improvements to prevent future quality issues • Made recommendations regarding the automation of servicing procedures using available technologies and system applications or 3rd party vendors. Proposed enhancements to work methods or procedures to improve process efficiency and/or the quality of results.• Adhered to and enforced Loan Servicing policies and procedures, including federal regulatory compliance statutes and regulations, and prudently handled mortgage documents to ensure compliance.• Completed Subordination and Satisfaction of liens loan validation and recording.• Managed 3rd party contract vendors.• Aided in audits• Wrote and conducted performance evaluations, made employment decisions, set performance goals and objectives

• Managed a team of 12 inbound/outbound call center Customer Assistant Specialist • Coached, lead and offered expertise to team; ensured that team members were provided with the appropriate tools to successfully execute their responsibilities; developed skills of CAS in the area’s of quality, customer service, policy and procedure.• Reviewed and monitored real time service levels and daily performance reports to ensure that established performance standards were met.• Responsible for team results in quality, productivity and customer surveys.• Provided assistance and support to queries and problems of team members.• Involved in the hiring of new staff

• Managed a team of 12 inbound/outbound call center Customer Assistant Specialist • Coached, lead and offered expertise to team; ensured that team members were provided with the appropriate tools to successfully execute their responsibilities; developed skills of CAS in the area’s of quality, customer service, policy and procedure.• Reviewed and monitored real time service levels and daily performance reports to ensure that established performance standards were met.• Responsible for team results in quality, productivity and customer surveys.• Provided assistance and support to queries and problems of team members.• Involved in the hiring of new staff