CUSTOMER SERVICE REPRESENTATIVE | REMOTE ROLETapped for broad-reaching capabilities contributing to company’s continuing leadership in the mortgage industry, steering start-up team in the opening of new wholesale mortgage company, including choosing workflows and policies and establishing Customer Service LevelAgreements.

Met customer needs, serving as liaison support for Clients, Sales, and internal operations groups, identifying and solving loan level orprocess-related issues. I personally met all sales goals month-over-month.

Managed loan pipeline of approximately $40M, ushering loan applications from submission to funding with speed and efficiency, interactingwith stakeholders, and maintaining adherence to strict TRID guidelines. Finance of America purchased New Leaf.

Managed loan pipeline of approximately $40M, ushering loan applications from submission to funding with speed and efficiency, interactingwith stakeholders, and maintaining adherence to strict TRID guidelines. Finance of America purchased New Leaf.

Resolved complex issues, serving as primary point of contact for ‘executive-level’ complaints routed through the Office of the CEO—handling all perceived regulatory violations and ensuring 100% bank compliance.▪ Identified potential risks + themes requiring remediation, monitoring and reporting complaint volume, issue trends, and keytopics.▪ Initiated corrective actions, analyzing bank responses to the Consumer Financial Protection Bureau (CFPB) on any internalresponses that did not pass requirements.• Supported relationships between the Bank and multiple Attorney General and Public Official offices regarding home loan, card, and deposit matters. • Successfully managed a highly specialized and skilled team to resolved complex cases, mitigating risk and ensuring compliance with regulatory and legal requirements. • Created several programs and managed the staff that directly assisted customers at on-site home loss prevention and home ownership education for all levels of the Bank's Regulators.• Strategically communicated with multiple lines of business, regulators, and community organizations related to loss mitigation strategies through regularly scheduled calls and in person meetings.• Created and managed internal processes to fulfill the Bank’s regulators demand for knowledge of communication between customer and the Bank during loss mitigation efforts per guidelines set by the National Mortgage Settlement.• Supervised employees to ensure accuracy, efficiency, and operational development.

• Responsible for selling and delivering Vertices’ wide array of Mortgage Products. • Tracked Mortgage Brokers development and success while keeping them informed of new compliance requirements so they could flourish as a business being aware of all risks in the market. • Successfully serviced and assisted my accounts to make maximum yield for both Vertice and themselves as customers.• Consistently hit monthly sales goals.

Started up Mortgage Banking Division, sourcing internal software system (DATATRAK) and hiring additional staff to assist with underwriting, processing, funding, and shipping of loans. Hired and managed operational staff. Direct Reports: 6

Hired to assist with managing a top-producing wholesale mortgage branch, overseeing inside sales, document creation + delivery, anddirecting personnel activities —earning recognition as #1 Branch out of 52 Wholesale Branches and setting funding records.Direct Reports: 21▪ Elevated customer service communications, implementing a “queue calling” system providing customers with an avenue to reacha representative even during peak business hours.▪ Served as go-to resource for technology troubleshooting, resolving branch tech issues and helping with continuity of branchservices with minimal downtime.