Preside over day-to-day coordination and management of Enterprise Underwriting; serve as Lead Project Manager and Subject Matter Expert (SME) for web-based loan origination (LOS) system Empower. Collaborated closely with KPMG, Black Knight, and key stakeholders to identify project requirements and tasks to ensure a seamless implementation of Empower upon completion of LOS overhaul. Spearheaded and led quality initiatives targeting Pre-Fund, Post-Close, and Asset Disposition defects within the Retail Division's Underwriting, Processing, and Closing groups.Collaborate amongst HR and leadership to appropriately outline workload and quality expectations for associates. Responsible for developing remediation steps for struggling associates to improve performance. Provide associate performance improvement recommendations and direct coaching to associates. Deliver data-driven, real-time insights to provide leadership with associates' overall quality performance; teamed up with BI Engineers to create a comprehensive Quality Scorecard summarizing monthly Quality Findings (Pre/Post Close).• Enhanced overall quality control by developing and implementing monthly spot check meetings for each work stream utilizing SharePoint. Questions for these sessions were formulated based on trending defects from internal QC teams and feedback from agencies such as Fannie Mae and Freddie Mac. Each session was developed to include three reviews/associate to be completed by current leadership to provide transparency into each team member's function within the team and offer improved performance insights across the enterprise.

Led quality initiatives to address Pre-Fund/Post-Close defects in both TPO (Third Party Origination) and retail divisions, resulting in improved overall underwriting accuracy and reduced financial risks. Directly contributed to enhanced operational efficiencies and customer satisfaction upon creating and mentoring a team of Risk Underwriters. Navigated said team through an explosive growth phase and was relied on to ensure consistent, high-quality underwriting decisions. Collaborated with the L&D team (Learning and Development) to design and implement targeted training programs to address key underwriting deficiencies, review industry trends, and make agency guideline changes.• Developed an internal underwriting dashboard utilizing Tableau to empower underwriting leadership and provide real-time access to individual quality metrics; this streamlined decision-making processes and facilitated data-driven strategies to improve overall underwriting performance.• Advocated for the addition of UDM (Undisclosed Debt Monitoring) to help reduce exposure tied to undisclosed liabilities. Undisclosed Liability defects were reduced by 50% in subsequent months following UDM implementation reducing overall exposure by thousands of dollars.• Pre-fund error rate drastically reduced from inflated double-digit percentages in late 2019, accomplishing eleven consecutive months of meeting set Quality Control threshold of 5% from Q1 FY20 thru FY21.

Set forth process improvement initiatives regarding the calculations of qualifying income for ultra-high net worth clients including Asset Depletion, IRA distributions, and PAL (Pledged Asset Lines) in addition to preparing for future business needs. Oversaw team and monitored overall production; communicated expectations and target goals, developed high-quality training material and provided relevant continuing education. Mentored team members and leadership functions via direct coaching, mentoring, and providing constructive feedback. Implemented various key process improvements regarding internal underwriting platforms to address gaps in efficiencies ultimately reducing initial underwriting times from 48 to 24 hours. Analyzed various layers of risk tied to overall client credit profile to assess factors such as current overall FICO, asset position, debts, and liabilities to help determine lending worthiness.• Reduced overall defect rates, asset depletion and self-employment calculation by 25% in the first half of 2019 via close monitoring of overall team production and ensured alignment and adherence to SLA with partners.

Managed a dynamic team of top-tier underwriters specializing in a range of products, encompassing purchase and refinance loans. Successfully balanced a diverse product mix comprising conventional and FHA loans. Significantly enhanced team performance by driving down error rates from an initial 11% to an impressive level below the 5% internal benchmark. Achieved heightened underwriter efficiency through proactive educational initiatives and hands-on guidance, fostering collaborative team huddles and comprehensive training sessions.

Pioneered the establishment of a dedicated team comprised of 70 professionals entrusted with Purchase Agreement review, significantly expediting initial purchase underwriting processes. Streamlined credit underwriters' tasks by relieving them from Purchase Agreement assessments, leading to time savings of 20-30 minutes per review and enabling concentrated focus on credit underwriting. Propelled team to achieve top-operational status, impressively assessing 500-600 Purchase Agreements/day. Team growth ultimately contributed to a 50% reduction in errors linked to Purchase Agreement reviews. Expanded responsibilities included completing transfer tax calculations, seller concessions, and realtor credits. Development and implementation of strategies led to increased transaction volume from 20-25% to a substantial 40% of our overall pipeline.

Advanced from Team Leader to Director in December 2012, taking the helm of a 30-member Refinance Team and supervising two Team Leaders. Defined a clear vision, delegated responsibilities, and established performance expectations for leadership. Orchestrated harmonized management practices across teams, solidifying leadership fundamentals and empowering leaders to drive team growth and promote/encourage adaptability. Ensured comprehensive training alignment with both business and individual objectives within the leadership organization. Successfully elevated Team Leaders to Director roles. Oversaw team performance and efficiency through innovative underwriting dashboards, facilitating the monitoring of quality, efficiency, and turn times. Exercised sound judgment in making impactful decisions on exception requests, involving a significant monthly loan volume in the millions.

Championed the establishment of production standards while providing mentorship and shadowing support. Collaborated closely with audit and training units to align with guideline revisions, ensuring consistent compliance. Integral in staffing, business planning, and strategic goal-setting for the team. Leveraged performance coaching, career coaching/planning, and impactful feedback to drive the advancement of Underwriters into various internal roles.

Provided meticulous review oversight for pre-final approval conditions. Leveraged dashboard reports and cutting-edge systems to effectively oversee customer pipelines. Consistently achieved top-tier performance within the team, demonstrating exceptional month-over-month production across key metrics encompassing total loans reviewed, efficiency, turn time, and review quality. Sustained an impressive sub-5% error rate throughout tenure.

Served as a pivotal bridge between underwriting division and clients, responsible for procuring essential documentation including W-2s, tax returns, and bank statements. Devoted substantial effort to conducting high-volume, high-quality calls, engaging with both external clients and internal stakeholders including the underwriting, mortgage banking, and leadership teams. Demonstrated consistent excellence, ranking within the upper quartile of the team for both production and MRQ scores, gauged by client feedback at the conclusion of the loan process. Received accolades from leadership on abilities to complete an average 80-100 daily outbound customer calls. Focused on optimizing efficiency and making a positive impact on numerous clients' financial journeys.

Engaged in strategic client consultations to understand present and future financial aspirations, facilitating the achievement of their goals. Delivered exceptional customer service to consistently demonstrate respect in every interaction. Provided expert guidance and education to clients on the home buying and refinancing journey. Skillfully navigated clients through the mortgage process, ensuring transparent communication of each step for an obstacle-free experience.