Michelle Baca Email & Phone Number

Texas, United States

New York, New York, Us

Oversight and governance of Fair Lending for existing and new acquisition marketing campaigns. Acted as Fair Lending Forum leader and participated in monthly monitoring of established controls to ensure regulatory adherence. Oversight and tracking of Business Operations procedures for cross-functional teams. Acted as Governance liason for Business Operations Systems Support team.

MGIC - Process Analyst / Risk Management Procedures (Contract)Served as a consultant in the development of Risk Procedures to ensure compliance within the corporation and meet regulatory requirements.

Atlanta, Ga, Us

Developed and managed governance of regulatory and corporate policies and procedures utilizing internal document management software serving as Master Administrator. Lead Change Management to ensure the review, approval and implementation of all Policies and Procedures by the Leadership team. Design and delivery of annual compliance training for 600+ employees. Work directly with Senior Leadership and cross-functional teams to establish best practices and improve organizational process and efficiencies. Developed multi-tier tracking systems and reports to ensure adherence and enforcement of established time critical deadlines. Created and administered internal corporate communications pertaining to Regulatory Compliance updates, FEMA and IT system upgrades. Participated in state and regulatory audits and exams.

Charlotte, Nc, Us

Responsible for developing and governance of policies and procedures supporting the project management initiatives of the LOB, division, and company-wide initiatives that support Customer Service employees.

Charlotte, Nc, Us

Pioneered and managed a team of on-site and remote Educational Architects and Project Managers in the design and delivery of training programs for new and enhanced Treasury banking products to support client facing Customer Service Agents. • Developed an extensive New Hire training program including educational reference materials and manuals. • Established training schedules and calendars, forecast reports, project database and various ad hoc reports. • Managed policies and procedures to ensure quality and compliance and ensure all employees within Client Services remained within banking regulations and risk requirements.

Pioneered the development, implementation and managed the Wholesale Customer Service division which supported mortgage brokers and internal sales staff. Focus of team was to provide customer service excellence, expedite timely pull through of loans in an effort to increase loan production volume while exceeding funding goals for both forward and reverse mortgage products. Department was implemented and in full production within 90 days and became the corporate standard in 20 operations centers nationwide. • Provided leadership and training to 45+ team members focusing directly on customer experience enhancement.• Developed accurate and reliable production/matrix reports to manage pipeline, track employee efficiency and improve productivity levels. • Worked closely with Sales to manage workload balance for customer service reps and assigned accounts.

Us

Directed a team of 15+ employees in the processing of all closed loan files for delivery to the secondary market or in house servicing. •Met or surpassed all Post Closing production goals on a consistent basis.•Consistently achieved a decrease in monthly servicing errors by 15% while increasing profitability and ensuring quality due diligence on all loan files.

San Francisco, California, Us

Supervised and mentored 25+ employees to support the sales team in driving revenue growth while managing production volume including; processors, underwriters, closers and funders with an approximate monthly volume of $30 million funded loans.• Developed, implemented and managed a diverse department designed to assist new loan officers within the first 90 days of training to on board/fund loans quickly and significantly reduce down time while enhancing profitability and increasing sales volume. Department was in full production within 90 days and was implemented in all operations centers nationwide.• Designed marketing deliverables including color brochures, information packets, forms, reports, and developed databases used by both sales and operations. • Surpassed funding goals while meeting the customer’s and sales department’s highest expectations.

San Francisco, California, Us

Served as the primary loan officer for a large luxury homebuilder with 5 active subdivisions selling as well as a Century 21 real estate office w/ 50+ agents capturing 35% of sales year over year.• Boosted loan volume for 3 local banking branches by over 25% within one year.• Participated in public speaking segments on relationship building and marketing techniques for new loan officers in training and assisted in coaching and mentoring newly hired staff members.

Beazer Homes - Land Acquisitions and DevelopmentChampion Homes - Escrow Coordinator Toll Brothers Homes - Escrow CoordinatorNevada State Bank - Residential/Commercial Lending SpecialistNevada Title Company - Escrow Officer

Accounting

Data Processing