Responsible for managing a team of approximately 10 individuals sending out communications for the National Retail, Consumer Direct and Wholesale divisions. Ensured that the communications for the policies and procedures were created and communicated; along with the policy and procedure manuals being updated and accurate.• Provided operational support to the National Divisional Operations Centers. Providing guidance and serving as a subject mater expert in the areas of FAM processes, procedures, and policies.• Provided information and guidance on technical, compliance and company policies and procedures. Provided consistent, professional service to our internal and external customers.• Worked with the National Compliance and Post-Closing departments to ensure that all processes and procedures are compliant, and any changes made are current and compliant.• Provided support to all National Operation Managers and employees on issues and questions related to processes and policies.• Worked with Product Development department to ensure polices and processes for new products and programs are rolled out clearly to the operations staff.• Ensured that training materials were created, and training is provided to employees.• Collaborated with all National Operation Managers and corporate departments, as needed, on various projects and initiatives.• Participated in audits as necessary. Reviewed results of audits and created plan for any required actions or training opportunities due to audit findings.• Assisted management to close out remaining loans due to division closers.

• Provided operational support to the National Divisional Operation Centers. Providing guidance and serving as subject mater expert in the areas of Skyline processes, procedures, and policies. Working with Chief Operating Officer and Operations Managers to set clear productivity and quality expectations. Acts as a liaison between the Corporate Office and the National Divisional Operation Center employees. Providing information and guidance on technical, compliance and company policies and procedures. Provided consistent, professional service to our internal and external customers for our National Retail and Wholesale Divisions.

Responsible for managing a team of approximately 20 doc drawers and funders in the National Retail and Wholesale divisions. Managed the day to day closing department for Conventional, FHA, Jumbo, USDA, and VA.• Trained all new and existing employees within the closing department on systems and processes. Assisted the training team on new processes put in place by Management.• Responsible for performing all reviews and providing counseling if required.• Worked closely with the National Compliance and Post-Closing departments to ensure loans were closed without exceptions or assisted with clearing exceptions if required.• Prepared and sent collateral packages to the appropriate warehouse line.• Conducted inspections of Regional Operations Centers to ensure that processes, procedures, and policies were being followed. Provided feedback and training in areas that needed improvement.• Helped create policy and procedures and ensure they are within company and regulatory compliance and assist with RESPA/TILA compliance problems.

• Assisted FDIC in the closer of a failed bank. • Responded to Quality Control findings. Responded to investors, auditors and/or agency suspense items.• Prepared daily reports for FDIC staff.

Responsible for managing a team of 10 doc drawers, funders, and shippers in the Retail division. Worked on a pipeline of conventional, FHA, USDA, and VA transactions.• Directed management, attendance, training, hiring, recruiting, and performance reviews for all staff.• Responded to Quality Control findings. Communicated to investors, auditors and/or agency on suspended items.• Examined and implemented RESPA Changes to the Good Faith Estimate Form. Completed spot audits to ensure the closing packages completed and that proper documentation was available to transfer title.

• Provided operational support to the Fraud team by identifying unauthorized orders, processing credit card disputes, and communicating with stakeholders. Worked with the Glitch Resolution team by processing the non-ship and product substitution orders. Reviewed data in all areas and identified problems and creating and implementing solutions for potential process enhancements.

Responsible for managing a team of 21 doc drawers, funders, and shipper in the Wholesale division. Worked on a pipeline of conventional, FHA, USDA, and VA transactions.• Trained employees to be compliant with regulatory changes.• Offered best advice and excellent service to the customers both internally and externally.• Worked closely with all senior management teams to ensure the closing department was making necessary changes to be compliant with bank regulations.• Maintained excellent audit ratings for 12 months, with closing the most loans in a month approximately 1500 to 2000 units.