Customer Account Manager October 2013 to CurrentFannie Mae Single Family Business Development － Washington, DC
Apply a comprehensive understanding of customer account management; build brand loyalty, optimize external relationships, promote and sell the firm's products and services Develop a deep and thorough understanding of customers' business models to formulate strategies; integrate a proactive approach to optimize the value of the relationship to both Fannie Mae and the customer Conceptualize and drive innovative yet practical solutions while balancing multifaceted risk Demonstrate superior customer service; foster engagement with all levels of management Analyze internal and external market data to identify and influence best practices while providing ongoing recommendations for business opportunities Facilitate the contract process, monitor pipeline performance for key metrics including monthly production volume and loan quality Interview potential customers; maintain a presence in the industry.
Manager November 2011 to October 2013Fannie Mae － Washington DC
Directed a regional, high volume customer service call center; served as liaison to external customers, mortgage servicers and other industry partners to strategize and align processes to prevent foreclosure and minimize exposure to credit losses Understanding of mortgage risk assessment, default servicing, loss mitigation workouts and gained knowledge of multistate foreclosure processes and timelines Monitored processes to improve efficiencies, decrease expenses and reduce credit loss Demonstrated ability to ensure that a high volume of transactions were appropriately completed with limited risk related actions in a highly controlled environment Formulated strategic and tactical recommendations regarding assets in an effort to maximize profit and minimize loss when executing an approved courses of action Provided leadership within a robust sales environment resulting in productivity, quality and goal accomplishment.
Director October 2005 to November 2011NeighborWorks Greater Manchester － Manchester, NH
Affordable Lending and Community Education Coordinated day-to-day operations in affordable lending, mortgage servicing and community education; established and executed long-range objectives, strategies, plans and policies all while fostering a positive culture and work environment Operated with considerable latitude in overseeing duties related to planning, developing, coordinating and delivering mortgage products and educational training programs Represented the organization in various civic and community functions to further enhance the organziation's image and develop business relationships Demonstrated success in utilizing various adult learning systems including but not limited to, seminars, workshops, one-on-one coaching, train the trainer, and web-based sessions Worked collaboratively and in conjunction with members of the community to develop marketing initiatives, promotions, and communications related to specific mortgage products to a defined segmented market Managed and controlled risk; performed collection operations for a retained portfolio of assets comprised of over 700 second mortgage loans totaling $5.5 million dollars Developed and comprehended management reports to generate quantifiable results.
Senior Mortgage Underwriter November 1999 to October 2005Granite State Credit Union － Manchester, NH
Comprehensive knowledge of single-family mortgage underwriting and secondary market guidelines while providing meticulous attention to detail Executed sound judgment regarding the extension of credit to potential borrowers Analyzed financials, assets, credit, appraisal and title reports Evaluated credit enhancements to optimize underwriting quality and minimize risk Ensured loans were administered within policy and regulatory compliance Gained a solid comprehension of a multitude of investor policies and guidelines Maintained familiarity with regulatory and industry standards and requirements, including attending educational and industry seminars Sustained competitiveness, enhanced market share and increased profitability.
MBASouthern New Hampshire University － Manchester, NH
BS : Accounting and FinanceSouthern New Hampshire University － Manchester, NHAccounting and Finance
Town of New Boston, New Hampshire - Prior Finance Committee Member
*Greater Manchester, NH Chapter Habitat for Humanity - Prior Board Member
*Notary Public for the State of Maryland
COFFEY, KELLIE A.