Nancy Traylor Email & Phone Number

Glen Allen, Virginia, United States

Manage day-to-day operations and production issues in an effort to improve the organizational efficiency of the team. Work directly with government insuring reviewers in a way that encourages teamwork, collaboration and productivity. Build exceptional partnerships providing support on escalated items to and from both Internal and External Partners.

Glen Allen, VA

• Acted as an Advocate for Citizens One Home Loan customers to resolve complaints received directly from the customer, their attorneys, the Consumer Financial Protection Bureau, the Better Business Bureau, and Citizens.
• Worked directly with the Customer Advocates from the Home Mortgage Customer Care team or the Originations team to research and resolve the customer’s complaint.
• Resolved complaints ensuring the resolution was in the customer’s best interest.
• Created written responses for each of my customers detailing the resolution.

Richmond, Virginia Area

• Processed over 90% of loans within 7 days by reaching out to the borrowers to request the required borrower documents on the first day the loan is in processing. Also requesting all verifications of employment.
• Continued to follow up with all parties at least every 2 business days to ensure the loan stayed on schedule.
• Maintained an average pipeline of 30-40 active loans.
• Continually closed over 20 loan per month, meeting the closing date on over 95% of loans which could range from as little as 5 days for a rush file to an average of 15-25 days for a purchase or refinance.

Glen Allen VA

• Processed and pre-underwrote Conventional, FHA and VA mortgage applications, fully reviewing the file and determining the required documentation for the specific loan type within a day of receiving the loan.
• Conducted welcome calls with each borrower to build a rapport, explain the mortgage application process and request the required documentation and continued to communicate throughout the process.
• Worked with both internal (loan officers, underwriters, appraisers, closers) and external (credit bureaus, title companies, governments agencies) clients to obtain all documentation required to process each specific.

Richmond, Virginia Area

• Managed a team of 10-15 Home Loan Processors in 3 Wells Fargo Home Mortgage branches.
• Actively participated in the onboarding and training of new Home Loan Processors.
• Conducted conference calls with management in the origination, underwriting and closing departments several times per week which led to a dramatic decrease in turn-times. We started with an average processing time of.

Richmond, Virginia Area

• Successfully carried a pipeline of 35 to 45 conventional, FHA and VA loans.
• Acted as primary contact for all parties throughout the process.
• Assisted in the coaching new processors.
• Filled in for management as needed.
• Created and distributed Excel spreadsheets.

• Facilitated the National Business Banking new hire and conversion training classes.
• Coordinated all system access and onboarding for new hires.
• Assisted in creating and updating class material.
• Worked with management to ensure all training objectives have been met.

• Successfully carried an average pipeline of over 15 active loans per month with an 80% pull through rate, consistently closing over 2 million per month.
• Consistently exceeded sales goals, staying within the top 10%.
• Continually spent time building up my referral network.

• Successfully sold an array of Wachovia consumer banking products by phone.
• Created several partnerships with branches and other Wachovia departments to increase sales for the bank, my team and myself.
• Managed a team of 10 employees for the “Loan by Check” program. This included ensuring required system access, creating schedules, training and coaching with daily updates to upper management.

• Assisted banking clients with their checking accounts, savings accounts and consumer loans.
• Referred existing clients to a Financial Specialist when opportunities for additional sales were uncovered.