Supervised Processing Manager and processors in Texas, Arizona and Oklahoma

• Supervised and coached team of experienced underwriters. Decisioned super conforming and exception loans. Audited and provided due diligence for underwriter QA and QC; accountable for all cures. • Acted as a primary resource when addressing and resolving any formal or informal customer complaints for our Operations Center, usually very sensitive or confidential.• Served as an escalation point and resource to Sales and Operations Partners, including Loan Officers, Branch Managers, and Bank Personnel such as Private Bankers, as well as Processing, Closing and Post Closing teams. Assisted them with structuring complex loans, guideline assistance, production reporting, exceptions, conditioning and decisioning. • Work very closely with Post Closing and Purchasing to resolve any pending Agency issues.• Track underwriting metrics and trends on reporting scorecards to assist in efforts to improve my team Underwriting Data Integrity, Credit Quality, SLA and Production trends for our site. Manage pipeline to ensure meeting SLA’s.

Distributed Retail LendingOperations Manager• Developed and expanded new Distributed Retail Team added to the existing Consumer Direct Team. Managed this all-inclusive team of Underwriters (FHA, VA, USDA, and Conventional), Sales Coordinators, Closers, Setup, Post Closers, and Branch Processors. Instituted reporting to track/monitor underwriting metrics including error ratios, quality, and production. Compiled information to provide a good estimate of total production which provided pipeline management abilities. Monitored required SLA’s while serving as an escalation point for the team.• Trained, developed and coached this team by providing more direction and structure to their routines. Partnered with Risk to increase the number of designations of each underwriter in order to provide more flexibility and better service to our branch partners as well as adding to the underwriters’ skill sets. Implemented cross training for Closers, Post Closers and Setup to increase our coverage during peak times of production. • Responsible for reviewing troubled loans escalated from Sales with Risk partners during our daily “Round Table” meetings. This was a discussion between our Credit Risk Director, National Credit Risk Director, and myself regarding loans that did not fit in the normal approval process for various reasons. Our track record was such that we were able to resolve most issues and make 90% of those loans by resourceful thinking and solutions, yet following all fair lending and compliance policies. Worked with underwriters to respond to and/or cure Post Closing QC items.• Managed relationship between my operations team and three Distributed Retail Regions – Texas, Minnesota, Wisconsin and Fairfax/Dover by being the main point of contact for the Regional and Branch Managers for these regions, handling all escalations for these areas. Served as primary liaison between Sales, Operations and Risk.

CORRESPONDENT LENDING TRANSACTION SERVICES - May 2013 – January 2014Vice President, Credit Risk Underwriting/Operations Manager• Developed sustainable relationships among underwriting teams, third party vendors, Correspondents and operations teams at three sites. Contributed to weekly correspondent calls (existing and due diligence). • Performed reviews on vendor/underwriter loans submitted for purchase, curing or managing escalated reported errors to achieve salable, defect free loans. Reviewed and monitored risk elements such as data integrity, credit and collateral analysis, compliance issues, document omissions, potential fraud; collaborated with Client or internal departments to discuss issues and potential remediation to avoid losses; balanced risk vs. needs of the business. Determined or assessed financial impact if no resolution possible. Made final recommendations to senior management.• Developed, tracked and monitored reports detailing underwriting metrics such as data integrity and error ratios from a compliance/risk aspect; met with the appropriate underwriter, vendor or Risk Manager when necessary to find resolution. Redesigned reports to better assess status and progress.• Key contributor on strategic channel projects focused on process improvement of all operational procedures, vendor and internal, insuring compliance with current agency and internal guidelines. Provided my particular business expertise to the projects, researching details of compliance, credit, collateral and MI guidelines, presenting to the team.o LRS Category Review focused on modifying system of parent/child hierarchy queries to be answered by vendors or underwriters prior to loan progressing in the system. o Change Control was an ongoing comprehensive overhaul of all processes and procedures within the channel, implementing changes/ enhancements to manuals or systems.o Training Tracker organized/tracked essential training status for all employees.

RETAIL LENDING - October 2010 – May 2013Vice President, Credit Risk Underwriting Manager• Hired, trained, developed, and evaluated staff (monthly scorecards and written action plans when necessary to monitor credit authority and improve team quality). Provided leadership to large teams of on-site and remote credit staff. Managed or delegated daily activities and prioritized work, applying superior people management skills. • Implemented and participated in new hire and ongoing training, coaching and supervision of the team to attain the highest quality scores (average over 98%), highest production (4 new decisions per day) and best customer service skills in the channel, even during erratic pipeline flow and management direction. • At senior management request, traveled to new operations site in Jacksonville several times to interview and assist with salary recommendations and onboarding of operations/credit staff in order to ensure successful site start-up.• Key participant or leader on four projects:o Comprehensive Year End CRA Project during Director’s extended absence.o Onsite training and ongoing assessment of external third party vendor group in Houston. o Employee Mentor (partner junior & senior employees for a more attainable career path). o Work From Home (objective was to establish an incentive for underwriters to work remotely 1-2 days per week based solely on underwriting quality and production metrics.• Expertly investigated and mediated complex and/or sensitive client escalations (Presidential Cases). This involved tracking and reporting these issues ultimately arriving at solutions meeting the customer’s needs as well as our organization’s customer satisfaction and financial goals. Partnered with other senior managers in strategic areas such as Collateral Management, Servicing, Fraud, Risk, Capital Markets and Compliance to accomplish positive result.

WHOLESALE LENDING - March 2009 – October 2010Asst Vice President, Operations Manager• Developed and led national team of processors, underwriters, closers. Provided intense strategic training/support. Risk quality scores, customer service and production levels were ranked at highest levels, greater than 97%. Worked closely with internal consumer direct sales, as well as external broker and vendor clients on a national basis. Main contributor on scorecard development project which became the basis for employee quality and production measurement.• Successfully managed two other projectso Mortgage Insurance Process Improvement Project entailed developing and implementing training on new processes to transmit loans to various mortgage insurance companies electronically and in sync with our document system which had not been done before. Worked closely with MI partners for transition success.o Managed wholesale channel relocation from Ann Arbor to Irving, entailing moving pipelines, reassigning support staff, notifying and communicating with Broker clients, our internal HR and other Management. • Served as the wholesale channel representative to Enterprise Implementation Group reviewing various procedures contained in our manuals for accuracy and relevance. Decisions made were submitted to Credit Policy/Collateral Management, Fraud, Risk, Compliance, Capital Markets or other department for approval and then implemented as part of our procedures.

Training/ Operations and Underwriting• Supported the Director and team lead by assisting with training and mentoring of new hires and existing employees. Achieved target customer service levels and company production goals in a timelier manner. Maintained relationships with internal and external partners (Internal Sales and Account Managers, Brokers/Correspondents, Taxing Authorities, MI Companies and Insurance Companies).• Underwrote government and conventional loans and their appraisals for wholesale, correspondent and retail divisions. Focused on our broker and correspondent client experience as a main part of the organization’s goals. • FHA Direct Endorsement Designation utilized.

• Audited retirement plans prior to transmitting to Imaging; reviewed plans after being countersigned by legal and compliance, then transmitted to Plan Sponsors. • Focused on Special Projects for Director with regard to Back Office marketing campaign for the CPR100/e-401k products. Assisted Plan Design Consultants as needed.

Retail Private Banking Mortgage• Managed sales and operations for branch that focused on high net worth clients; many had unusual properties or credit profiles and needed specialized products and consideration. Responsible for data integrity, quality and compliance. Additional emphasis on exceptional customer client service as well as process improvement, cost reduction, maximization of efficiency • Recruited, hired, trained and mentored targeted personnel selected for their knowledge and expertise and their abilities to service the Realtor and builder clients that specialized in the affluent purchase market segment. Trained on Wells Fargo proprietary portfolio products as well as agency. Underwriting authority to 1 million.• Collaborated with senior managers from other divisions of the bank such as Energy, Charitable Giving, Asset Management and Trust, meeting at least weekly, delivering white glove customer service levels to these executives and any other parties involved on various projects. • Forecasted and was responsible for profitability and budgeted income, expenses.

Retail LendingVice President, North Texas District Manager• Expanded operations and sales for my five site district that was initially deficient. Provided crucial leadership and direction to the team; improved effective communication by nurturing team concepts which had been lacking.• Partnered with other internal organizational groups such as Default Management (REO, Servicing, Bankruptcy, Fraud and Foreclosure) on a regular basis due to the size of our servicing portfolio. I personally dealt with any high level escalations or operational issues. Became very familiar with these other areas/responsibilities of the company.• Restored focus toward attainment of company profitability goals by providing and increasing higher quality production combined with efficient cost controls. Instituted aggressive training on property appraisals, compliance, risk management and fraud. Implemented principles contained in “Good to Great” (right person in the right job).• Managed project to cross train employees to become familiar with entire life cycle of lending to assist in meeting expected customer service levels. Designed and implemented project to streamline existing closing process.• Developed and put into action strategic annual and long term local business and operating plans. Improved cost/revenue efficiencies for my District by more than 50%, through cost cutting and resource reallocation making the district the most profitable in the Texas/Oklahoma region.• Managed the Frost Bank Affinity Relationship Dallas/Fort Worth (21 retail bank branches). Placed loan personnel in strategic bank branch locations to meet the mortgage needs of Frost and their customers. Fostered relationships with senior Frost Bank executives with whom I was the main point of contact. Lender Representative to Texas MBA.

Retail LendingVice President, Branch Manager• Managed operations(Underwriting, processing, closing, post closing) and sales for two retail branches (non Centex Homes). Hired, trained and coached all personnel including government and conventional underwriters, processors, loan officers, and closers. Underwrote any government or conventional loans that were escalated to me for second level when appropriate. Mentored the teams; quality and compliance scores were the highest in the region. Provided fraud and compliance training. • Total P & L Responsibilities including processing and paying all vendor invoices. Analyzed and reconciled historical monthly financial statements to assess branch performance against profitability and growth goals long term budgeting and planning metrics. Prepared weekly and monthly reports detailing projections of revenue and expenses for area.• Led project to design and integrate radically different underwriting/closing/audit model, shifting from centralized version to field driven, giving us a competitive advantage.• Participated in various FNMA Round tables/trade shows representing CTX; Lender Representative to Texas MBA.• Exercised exceptional relationship management with quality, high volume business partners, such as DR Horton Custom Homes and various Realtors. Assisted Realtors with REO property listings, contracts, scheduling and communication with outside entities.