• Directed daily operations in the Dallas & Ft Worth Metroplex for sales, underwriting, collections, compliance, and customer experience.• Implemented strategic initiatives to streamline processes and improve overall efficiency.• Collaborate with various departments to ensure accurate financial reporting, strategic financial planning, and compliance with regulatory requirements.• Regularly review existing processes and make changes as needed to improve production and enhance the customer experience

Opened up and manage a network of 9 Retail Branches all throughoutWest Texas, The Permian Basin, San Angelo, and the Texas Panhandle.Drive district growth through program quality, sales initiatives andcustomer service.Oversee and train new employees on collection methods, documentationrequirements and performance strategies.Develop and enhance sales and merchandising programs, positivelyimpacting bottom-line profitability with strong growth.Mentor team members by demonstrating best practices for sales andcustomer service.Identify and develop top talent within management structure to promoteperformance-oriented culture.Assess compliance risk, develop audit work plans and document findings.Work with direct reports to develop and implement action plans, whileimproving branch operation results.Source and recruit top talent for various branch positions and verifiedrecruiting processes to meet new store opening timelines.Evaluate individual and team business performance and identifyopportunities for improvement.Mediate conflicts between employees and facilitated effective resolutions todisputes.Hold regular one-on-one meetings with employees to review performanceand priorities and provide feedback.Review employee performance and provided ongoing feedback andcoaching to drive performance improvement.Inspect financial statements, credit information and title data to completeunderwriting process.Determine level of acceptable risk by reviewing applications for coverageand loss control reports.Complete investigations of customer accounts and payment histories.Reduce losses by restructuring loan payment plans.

Spearheaded preventive measures to reduce fraud losses by analyzing trends and vulnerabilitiesInstituted everyday risk processes and monitored control to protect the integrity and security of the company (North America, Latin America, Asia Pacific)Oversaw fraud loopholes at various touch points, including internal fraud to develop exception reporting to identify early warning signsMonitored all suspicious activities for online products, customer information, and servicesProvided training to employees on risk and compliance policies and proceduresAssisted with recruitment, hiring, and training and development of staffContributed to the teams success by partnering with other managers to review operating procedures and processes, ensuring that the best possible service is maintained and the ultimate customer service experience is providedMonitored operations, analyze data, and document reports resulting in recommended actions to reduce company exposure and lossesSupported internal preparation efforts for upcoming PCI and Compliance audits for non-mandated North American client programs Conducted PCI and Compliance audit walk-throughs at various sites to ensure all LOB's are compliant as directed. Debrief with site leaders on findings and remediation recommendations to ensure compliance Interacted with various state and local law enforcement agencies on identified fraud issues, as needed Coordinated with HR leadership in establishing site "Safety Committees" in a cooperative effort to promote the safety and health of our employees in each North America site locationAssisted Human Resources in workers compensation claims, OSHA issues, and return to work programs

Served as a senior loan specialist with extensive experience and knowledge in all aspects of FHA, VA, HARP, conforming, and non-conforming mortgage originations under the consumer direct lending platformPlayed a key role in the development of sales and operations training programs for a start-up consumer direct lending mortgage companyCultivated relationships and supported clients, real estate agents, operations, and title officersEffectively executed credit report analysis, R.E.S.P.A. disclosures, appraisal review, lead tracking, analyzed rates and pricing, title examination, and income/asset documentation to ensure compliance with lender programs and credit underwriting guidelinesOrganized, tracked pipeline loans, and coordinated loan files in advancement of loan processing and underwriting(Fannie Mae, Freddie Mac, Ginnie Mae)Expertise leveraging core strengths to originate and structure loansState of Texas licensed mortgage loan originator and NMLS registered (Nationwide Mortgage Licensing System)Was instrumental in training newly hired employees

Recognized performance strengths and deficiencies of direct reports, maintaining appropriate documentation, providing timely feedback and taking appropriate action regarding performanceAssisted the team with loan processing, documentation, pre-closing/closing tasks, quality monitoring, and loan servicing that include negotiations and underwriting activitiesLed the department in recruiting, hiring, coaching, developing, and supervising of home preservation specialists with the implementation of the SPOC (Single Point of Contact) programMonitored team and evaluated department call center results while assuring achievement of all Wells Fargo Home Mortgage performance targetsAssisted with direct customer contact of escalated callsMonitored staff calls for quality assurance while assuring that all calls were in compliance with all Wells Fargo, investor, legal, regulatory, and business policiesParticipated in the implementation of new and revised call center metric systems, policies, and guidelines which have a significant impact on the departmentGuided the day-to-day supervision of 10 home preservation specialists that performed a variety of loan servicing tasks under the Wachovia Pick a Pay Portfolio loan modification program (HAMP, MAP2, Short Sale, and Deed in Lieu)Primary goal of the home preservation department is to mitigate loss for Wells Fargo Home Mortgage while allowing the mortgagor(s) to retain their home

Responsible for day-to-day supervision of 10-15 collection agents who performed inbound and outbound calls supporting the Wells Owned and "Service for Others"​ portfolio'sDeveloped standards for monitoring the quality of inbound and outbound customer calls. Ensured that the feedback programs provided collection agents with guidance to correct performance and make sure all agents abide by state, federal laws, and regulations governing the mortgage collection industry and FDCPAMonitored and supervised the daily collection of outstanding receivables with the management of a collections team to optimize performance and results while minimizing the impact to Wells FargoHelped establish dialer campaigns and dialer focus based on delinquency trends and service levelsLed groups responsible for developing call center metrics and provided strategic overviews of business operations in the areas of SLA (service levels) compliance and employee productivityConducted daily, weekly, monthly, and yearly performance evaluations, assisted in employment decisions, and setting performance standards

Recruited, hired, trained, supervised, and managed several employees in branch operations and sales strategiesBuilt business relationships with all Wells Fargo entities to establish strategic partnerships to enhance the customer experience and identify cross-selling opportunitiesExecuted a strong working knowledge of lending laws and proceduresIntroduced effective employee communication programs that increased productivity, employee satisfaction, and strong customer serviceSet and communicated clear performance expectations to sales force, create SMART goals and provide consistent follow up and direction to ensure team members are accountable for resultsMotivated and inspired to create desired culture and behavior with a focus on promoting career growth opportunities, monetary incentives, and recognitionResponsible for meeting daily, weekly, monthly, and yearly production commitmentsFamiliar with lending guidelines, mortgage industry, loan reviewing, and underwriting for complex or large individual consumer requestsResponsible for reviewing financial statements, applicable ratios, credit reports, examining and evaluating transitions to certain accuracy, fraud detection techniques, report preparation, renegotiation of loans, compliance review administration, providing performance feedback, communicating with customers, closing loans, and provide training and guidelines to junior staff.

Originated home equity loans, unsecured loans, credit cards, lines of credit, refinancing of consumers homes, FHA loans, and insurance related productsConsistently achieved sales goals by effectively promoting products and servicesAssisted branch manager with recruiting, interviewing, hiring of new team members, and the development and training of branch personnel Performed many captainship roles for the Texas district by monitoring team member's sales performances in 8 different branches and cities

Sold home equity loans, unsecured loans, credit cards, refinancing of consumers homes, FHA loans, and insurance productsConsistently achieved sales goals by effectively promoting products and servicesAssisted Branch Manager with recruiting, interviewing, hiring of new team members, and the development of branch personnelPerformed many captainship roles for a Texas district by monitoring team member’s sales performances in 8 different branches