Michelle Epner Email and Phone Number

Participate in the identification, design, development and implementation of assigned projects. Assigned projects may be general or systems related in nature. Manage performance of the project team and evaluate overall team performance. Interface with internal and external resources to ensure successful and timely completion in accordance with user needs. Participate in training users and evaluating the project.

-Monitors sales and operations staff on adherence to standardized process, coaching and educating on appropriate process-Serve as ‘subject matter expert’ and assist team members with questions or problems encountered -Monitors staff for adherence to process changes-Ensures sales and operations staff are informed and trained on changes to policies, systems, updated process and procedures as well as ‘known issues’ in support of effective job performance-Provide education to all resources impacted by the change and ensure their understanding of the change (who, what, when, why, how)-Trains new hire operations staff on duties associated with their role as well as systems process and standardized procedures to be followed-Ensures sales and operations staff are informed of defects and workarounds, understands the temporary process to use and adheres to the process

• Document the current process for Third Party Originations. Create requirements documentation, project plans, design, and specifications for a software or technology solution• Act as a liaison between technology and the business line. Raise issues and identify potential solutions • Collaborate with Business Development and Architecture to ensure design and development of systems meets business needs• Adhere to delivery schedules for requirements and manage collaboration sessions within the timeline for development and testing partners while proactively identifying risks within timeline for completion of requirements• Provide estimates for delivering solutions on business needs• Work closely with internal and vendor technology resources as it relates to integration and configuration• Maintain a high level of customer experience along with ensuring compliance with regulatory and audit requirements• Lead gap analysis sessions for data and/or processes, and make recommendations to resolve identified gaps• Perform root cause analysis, defect resolution and test validation• Understand and document business problems. Facilitate working sessions across diverse teams of stakeholders (business and technology)

Lead matrix teams supporting cross-functional projects or projects dedicated to a specific functional area i.e. sales, operations, finance etc. while partnering with business unit management to establish project priorities with established project management disciplines including the development of project plans/timelines, facilitates project meetings, maintains issues logs, etc. Applied strong process, project and large matrix-team management skills, with clear results orientation and proven resourcefulness.• Manages multiple projects, with cross-functional impact or significant impact in a single functional area • Directs work prioritization, forecasting, scheduling and coordinating resources within an assigned project.• Acts as a liaison between IT, business partners, vendors, and other departments as needed• Create and execute strategic direction and goals for project including benefits• Participates on and leads initiatives that have an impact on operations or enhance client experiences• Analyzes and communicates program results and recommends enhancements to improve IVR utilization and functionality• Make decisions that are consistent with the values, procedures and goals of the organization • Make decisions in absence of instructions or without management pre-approval or review• Take Initiative to support self, team and others to succeed• Identifies critical paths for large projects, including the sequencing of events to meet a delivery date• Adherence to Global Project Management Standards

Support the Consumer Direct and Correspondent lending mortgage channels to ensure current loan origination and review processes are documented and remain within federal and legal regulatory and compliance guidelines. Collaborate with senior management and channel subject matter experts to identify potential for streamlining or improvement of current processes as well as solution for inefficiencies. • Responsible for facilitating / supporting the implementation of business initiatives in consultation with Corporate Compliance. • Collaborate closely with business partners in the analysis, design, development, implementation and operational support of business process initiatives to ensure quality, cost effectiveness, timeliness, and requirements are met. • Work with various business stakeholders, including Quality Assurance, to research, investigate and evaluate processes and practices. • Monitor and validate the implementation of business process changes to ensure alignment with regulatory requirements, existing laws and to mitigate risk. • Support external or internal audits/reviews. • 2013 Star Employee Award Recipient.

Contribute to the management and direction, from inception through implementation, of various Ops Projects and Initiatives and participate in and direct cross-functional and/or cross business projects and initiatives that enhance the Correspondent Operations model.• Responsible for planning, control and execution of all phases of initiatives.• Manage complex, high-risk, high-visibility strategically aligned business and/or technology solutions.• Collaborate with external vendors in the creation of a Quality Insight tool to create measurable production pick up and efficiencies as well as improve overall production quality.• Represent the channel on various aspects of technology initiatives including creation of new LOS and delivery tools.• Responsible for ensuring that projects remain aligned with Sr. Management’s strategic initiatives, providing updates as necessary to Sr. Management. • Partner with internal associates to develop key critical paths and objectives, as well as direct team members on the deliverables and execution of the projects. • Represent Correspondent Operations interest on projects related to business process, ensuring Capacity, Cost and Risk are all given scope. • Detailed level as well as comprehensive knowledge of all process changes/enhances keeps all working knowledge current. • Interfaces with leadership within Correspondent Operations, as well as REL Sr Management, Technology, Sales and Support Management. • Manage multiple projects/initiatives with significant impact to Correspondent Lending. Understand and negotiate cost-effective and timely projects for implementation.

Monitor and drive production through cross-functional daily MIS reporting, act as department liaison for creation/modification of current and proposed policy and procedures, identify opportunity and implement solution for process improvement and evaluate employee to customer correspondence.

Serve as the primary contact for sales, correspondent’s, broker’s and retail mortgage loan coordinator's in assisting with pricing related questions and issues, proactively assist clients with their mortgage loan pipeline as well as analyze, research and resolve loan file issues.