Wendy Welsh Email & Phone Number

Philadelphia, Pennsylvania, Us

Joined organization during a rapid growth period, to define and standardize processes and build documentation to be used for employee training. Oversee 30 project associates who conduct class communications.► Provide leadership to the team managing communications with 150 million class members in the largest class-action settlement history, a $150M case. Address 40-50K emails daily.► Presently structuring the customer service training framework for the new contact center, scheduled for go-live in June 2023.► Currently contributing functional and design expertise to the committee structuring the organization's 1st learning management system.► Designated for the Diversity Committee, to recommend opportunities for community engagement, service, and community-building and volunteerism events.

Boca Raton, Florida, Us

Advanced to this role to provide subject matter expertise for launch of new conventional rate and term product, constituting new pricing model for Freedom Mortgage. Conventional offering targeted government-provided loans to customers, with the key benefit of not requiring mortgage insurance. Strategic business plan called for significant organizational growth, requiring new staffing and training plans. Directly supported newly-hired VP. Oversaw 3 internal operations managers who supervised 150+ staff. Conducted pipeline management, vendor performance management, and risk management.► Orchestrated hiring blitz to build 70-member team in 30 days, oversaw IT in technology setups for new hires to immediately begin work, and partnered with learning and development to build training materials.► Closed 32,000 loans in 1 month, achieving $1B record, subsequently breaking $2B by the height of COVID-19 pandemic. ► Integrally contributed to management team that raised Net Promotor Scores (NPS), by holding focus meetings on issues and trends noted in customer surveys, then recalibrating processes and materials to drive change.

Boca Raton, Florida, Us

Returned to Freedom Mortgage (below) at Director level to provide subject matter expertise as SVP initiated digital transformation initiative to record, track, update, and communicate policies and procedures for 10 loan products. Provided production and operational advice, as well as risk management and quality control guidance. Scope encompassed developing departmental training guides, partnering with legal to build call scripts that adhered to federal requirements, and training staff in order to uphold quality and compliance. Integrally contributed to monthly pipeline management, ensuring goal attainment based on loan volume. Additionally, conducted analysis to identify and remediate risk, created vendor performance reporting metrics, and facilitated 3rd party audits.► Conceptualized and developed Huddle Guides delineating important changes to mortgage lending regulations, and specifying updated requirements.► Applied Failure Mode & Analysis to audit processes for each loan product, identify gaps, revise procedures, and document that electronically for all processors to easily access.

Mount Laurel, Nj, Us

Principally guided 8-member processing team serving branches nationally providing full portfolio of mortgage lending products: conventional, FHA, and refinancing. Served as primary liaison with branch managers.

Boca Raton, Florida, Us

Advanced through series of increasingly responsible roles to managerial leadership position, to define and implement loan application process, as well as provide training and conduct quality control. Oversaw 75 direct reports, which included onboarding, training, and performance reviews. Scope encompassed developing training documents, building department checklists, and writing call scripts. Managed monthly pipeline and delineated goals. Established reporting to track vendor performance and compliance with contracted SLAs. Previously, Processing Supervisor (2014 to 2015), Senior Processor | Team Lead (2013 to 2014), Loan Analyst (2012 to 2013), and Account Manager (2006 to 2012).► Directed training for new team of 15 processors, who instrumentally supported growth as loan officers set increasingly higher sales records.► Developed processors – enhancing their expertise, productivity, and quality – so that 3 earned promotions to Director, and 4 advanced to Operations Manager.► Designated for special initiative to train 30 new hires to assist loan officers. Defined process for assistants to complete loan applications, ensure completeness, and verify quality prior to sending file to processors.

Boca Raton, Florida, Us

Boca Raton, Florida, Us

Boca Raton, Florida, Us