• Provide exceptional customer service by addressing inquiries and concerns in a timely and professional manner to enhance the customer experience.• Solicit, develop relationships, assess and advise on client goals, and evaluate credit risk factors to determine the creditworthiness of individuals.• Negotiate competitive interest rates to maximize savings for clients.• Oversee loans and manage the loan process, acting as the key point of contact for customers until loan closing, achieving 100% closing on-time rate.• Manage loan pipeline by submitting quality loans and adhering to strict timelines, resulting in 95% approval rate for initial reviews.• Collaborate with underwriters and fulfillment to obtain necessary approvals by satisfying conditions, achieving 100% final approval rate for submitted loans.

• Performed duties like current Mortgage Advisor role, including assessing client needs, advising, originating mortgage applications, and managing the loan process with a focus on quality and meticulous attention to detail to ensure 100% closing rate.

• Provided direct executive administrative and operational support to the Vice President of Operations managing calendar, multiple complex projects, key deliverables, and using sound judgment in decision-making on her behalf.• Organized all-company offsite meetings and events, creating itineraries, coordinating vendors & guest speakers, and managing payment of invoices to ensure 100% participation of employees.• Produced complete training program by creating manuals, resource guides, job aids, and checklists ensuring 100% onboarding compliance of new mortgage advisors.• Analyzed Key Performance Indicators (KPI) and data to develop process improvement, implement solutions, and optimize efficiency to improve controls, quality, and sustainability.• Prepare executive reports and presentations for line of business partners.• Implemented new hire processes to streamline onboarding and improve employee retention.• Lead the training strategy, facilitated training programs, and content delivery to equip staff with necessary skills and knowledge to adopt new technologies.

• Provided direct operational and executive support to Mortgage Executive managing team of 18 loan officers & staff including scheduling, deliverables, project management, vendor management, meeting/event coordination, travel arrangements, expenses, and relationship management.• Managed team pipeline of 50-60 loans and assisted with escalations providing systems, procedural, and policy support to ensure loans 95% close on-time rate.• Developed and implemented Application Quality Review (AQR) process for submitted loan files to Underwriting, successfully increasing the team AQR score from 80% (Does Not Meet) to above 92.5% (Exceeds) in two quarters.• Spearheaded end-to-end project management initiatives as a self-motivated associate, driving cross-functional teams to achieve established timelines and objectives with precision.

• Provide direct executive assistance to Banking Center Manager and assist with driving team performance, surpassing performance targets and objectives.• Maintained operational excellence, executing strategic action plans for effective risk management and mitigation to maintain excellent audit scores.• Fostered talent development within the teller team, cultivating in-depth product knowledge, sales acumen, and banking expertise to enhance overall performance and customer satisfaction.

• Provided direct operational and executive support to Mortgage Executive including scheduling, project management, deliverables, vendor management, expenses, and relationship management.• Spearheaded end-to-end project management initiatives as a self-motivated associate, driving cross-functional teams to achieve established timelines and objectives with precision.• Provided crucial operational and business support to Modification Operations and Underwriting executives, overseeing tasks such as compliance training, tracking, reporting, and managing staffing needs.• Leveraged advanced data analysis skills to collect raw data and generate insightful pivot table reports and presentations for routine deliverables to line of business executives and leadership teams. Ensured effective communication and alignment by cascading key insights and decisions throughout the organization.• Innovated and developed a comprehensive 3-week training program titled "Loan Modification 101," comprising facilitator and participant guides, web-based training storyboards, practice scenarios, system simulations, and assessments. This program served as a cornerstone for onboarding new hires across all Underwriting and Audit sites nationwide.• Demonstrated accountability through monthly maintenance routines, ensuring the ongoing relevance and effectiveness of new hire curricula.• Directed Underwriter & Team Leader Call Monitoring compliance efforts, ensuring adherence to established standards and protocols to uphold customer contact initiative objectives.• Proactively identified and analyzed areas of risk within the line of business, leading the development and implementation of robust processes and policies. Executed strategic action plans to mitigate risk and maintain compliance standards.• Achieved remarkable success in mitigating call monitoring risk by orchestrating an action plan that reduced the out-of-compliance rate from over 35% to below 10% within a mere six-week timeframe.

• Underwrite loan modification requests for GSE, Non-GSE, and FHA by calculating household income and ensuring loan modification requests were within investor guidelines. • Maintain high level of quality and production of files with emphasis on attention to detail• Assist in training, creating job aids, remediation and coaching new team members

• Initiate conversations with clients to determine needs and deepen their relationships with appropriate mortgage products• Utilize in-depth product knowledge and banking experience to resolve complex customer issues• Oversee and manage the loan process up until closing and funding

• Initiate conversations with clients to determine needs and deepen their relationships by selling and recommending appropriate mortgage products• Utilize in-depth product knowledge and banking experience to resolve complex customer issues• Oversee and manage the entire loan process up until closing and funding

• Assist loan officers in obtaining mortgage loan conditions • Order, track, and clear titles, appraisals, and payoffs • Create loan application packages (i.e. 1003, GFE, TIL, & proper disclosures)

• Provide professional and personalized customer and sales service to meet quarterly sales goals• Utilize in-depth product knowledge and strong banking acumen to resolve complex customer issues• Initiate conversations with clients to determine needs and deepen their relationships with appropriate banking products or refer to business banking or premier /private banking partners

• Oversee and manage operations and the teller line of the banking center• Create operations schedule, manage payroll, and resolve complex or escalated customer issues• Implement, coach, and provide quality customer service with in-depth product knowledge and banking experience

• Oversee and manage operations and the teller line of the banking center• Create operations schedule, manage payroll, and resolve complex or escalated customer issues• Implement, coach, and provide quality customer service with in-depth product knowledge and banking experience

• Oversee and manage operations and the teller line of the banking center• Create operations schedule, manage payroll, and resolve complex or escalated customer issues• Implement, coach, and provide quality customer service with in-depth product knowledge and banking experience