Facilitation of new hire training for Investment Specialists and Financial Solutions Advisors for Merrill Consumer Investments. Facilitation of soft and technical skills necessary for new hire associates supporting the processing, underwriting, and closer roles within mortgage fulfillment. Facilitation and lead SME for conventional credit testing curriculum preparing associates for new or additional signing authority for processors and underwriters of all levels. Facilitation of Customer Treatment skills supporting nationwide program to improve customer satisfaction ratings across line of business. Contributed to overall increase of 27% at sites supported. Support site of 285 associates with one on one coaching, group huddles, leader support for process and skill improvement. Documented improvement of associates with one on one support. Support leadership team of site by providing additional resources and planning around associate training and development.

Supported team of short sale negotiators in an effort to reduce loss to investors or company. Wrote policy and procedures surrounding use of systems and processes for FHA and USDA Short Sale negotiations. Supported Day one training for all short sale negotiators whether internal transfer or new hire. Wrote USDA Short Sale training utilizing bank policy and system along with USDA Loss Mitigation regulations. Demonstrating balance between the need of the insurer and the need of the customer. Facilitated new hire and transition training for USDA negotiators.

Transitioned new mortgage processing associates from training environment to floor. Managed counseling, development plans, and additional training for associates prior to assignment to permanent team. Assisted with credit training to ensure associate condition authority. Supported credit training facilitation in Jacksonville, FL as well as Farmington, CT and Charlotte, NCServed as point of contact for credit signing issues in these sites after training.Fully trained in conventional and government processing, underwriting, and closing.Managed a team of 15 processors, utilizing contacts in underwriting and closing to ensure smooth transitions to closing.