director real estate fulfillment resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

UNDERWRITING, PROCESSING AND CLOSING MANAGEMENT PROFESSIONAL with more than 35 years of experience in the mortgage industry, with 30+ years at the supervisory level. Comprehensive background includes multi-state management, standardization of processes and procedures, building morale and collaboration between underwriting, sales, and operations. Understands the role we play in building customer/member relationships that are in alignment with corporate guidelines. Excellent communication skills. A leader who takes ownership of all responsibilities with a positive, “let’s get the job done” attitude; exceptional ability to build cohesive teams who consistently contribute to the success of an organization.

  • Mortgage Loan Underwriting, Processing and Closing Management Professional
  • Streamlining Processes & Workflow Efficiency Multi-state & Territory Management
  • Organizational Development Regulatory & Procedure Compliance
  • Customer Satisfaction & Retention Partnering with Operations & Sales Management Staff
  • Training & Development Coaching & Performance
05/2020 to Current
Director Real Estate Fulfillment USAA (United Services Automobile Association) City, STATE,
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Delegated work to staff, setting priorities and goals.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Analyzed business performance data and forecasted business results for upper management.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
12/2017 to 04/2020
Divisional Underwriting and Credit Policy Manager Alaska USA Federal Credit Union City, STATE,
  • Managed underwriting to ensure we met all required agency guidelines for Conventional, VA, FHA, Alaska Housing, HUD Section 184, Portfolio and USDA loan programs
  • Responsible for staffing and retention
  • Also managed credit policy to ensure we were implementing changes to comply with agency requirements and changes.
  • Executed successful compliance monitoring and risk assessment programs.
  • Completed quarterly and yearly audits.
  • Issued official approvals in instances of achieved or exceeded compliance standards.
  • Cross-trained employees, enabling completion of priority tasks during personnel absences.
  • Built positive working relationships with other department managers through effective communication.
  • Contributed to large-scale risk assessment initiatives and promoted improved business procedures and controls.
  • Created and managed training classes to educate new hires and existing employees about compliance concerns.
08/2012 to 12/2017
V.P. Regional Underwriting and Closing Manager Wells Fargo Home Mortgage City, STATE,
  • Manage teams of underwriters and closers/funders, for my region supporting several states (AK, WA, CO, TX, and IA)
  • Promote customer loyalty, consistency, standardization, and quality to ensure the needs of our customers are met.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
  • Recruited and hired qualified candidates to fill open positions.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Maintained adequate staffing to meet objectives within budget.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
06/2011 to 09/2012
V.P. Senior Audit Manager / Reps and Warrants Bank Of America City, STATE,

Responsible for 7 Managers with 35 Loan Review Analysts to perform in line QA to ensure we properly represent the bank’s position and manage risk.

Assisted in creating a Quality Assurance Plan for the R & W Division, Quality Assurance Division. Streamlined processes and assisted in creating the procedures for the Policy and Procedures Portal for the division.

Integral in managing vendor partnerships.

06/2008 to 02/2009
V.P. Director Business Procedures MetLife Home Loans (First Horizon Home Loans) City, STATE,
  • Coached, developed, and directed 3 teams with 10 direct reports and a total of 37 employees
  • Special Project, Quality Assurance and Cure Process Resolution teams
  • Directed activities by traveling to corporate office in Dallas every other week during tenure
  • Initiated and implemented processes and procedures that generated a consistent quality product for investors by reducing repurchases and salability issues

Special Project Team:

  • Underwriting Standard Process Flow / Post Implementation—designed the entire flow process used in training more than 200 employees (underwriters, supervisors, underwriting managers)
  • Set up post reviews and reported field progress to senior management
  • New Underwriter Training and Quality Control Training: trained all new underwriters in various industry software applications
  • Began pilot training at Dallas corporate and expanded training to Phoenix, Chicago, and Irvine (Los Angeles) offices
  • Also trained via Webex for identified quality control errors and omissions

Quality Assurance Team:

  • Quality Assurance Process—checked the quality of the files underwritten with the use of an outsourcing group (59 resources) and 22 internal quality assurance analysts

Cure Process Resolution Team:

  • Cure Process Resolution Process—created this team to respond appropriately to all internal quality control audits and to provide feedback for training needs to the Special Projects Team to capture consistent errors and omissions.
11/2002 to 06/2008
V.P. Senior Regional Mortgage Underwriting Manager MetLife Home Loans (First Horizon Home Loans) City, STATE,
  • At peak of tenure, managed more than 100 underwriters and 8 managers in four regions
  • Promoted consistency, standardization and quality of policies and procedures
  • Created and implemented new operating standards for 4 regions (14 states)
  • Company provided underwriting of conventional, FHA, VA, USDA, Heloc's and jumbo portfolio loans, up to $4 million in value
  • Lending authority was $3 million
  • Initiated and implemented new policies for rush requests, file escalation reviews, reporting turn times and a standards conditions list to promote consistency
  • Engaged with sales force in addressing their concerns on loan and service issues; served, at times, as liaison between sales and corporate to improve policies and products
  • Promoted morale between processing and underwriting departments by having departments collaborate in Identified processors’ training needs and had underwriting staff train the processors in calculating income, self-employment income appraisal reviews, fraud red flags
  • Assisted sales team on outside sales calls to promote the company.
11/1997 to 11/2002
Assistant Underwriting Service Center Manager Radian Guaranty City, STATE,
  • Employed by Radian as a Contract Underwriter and was then hired as to assist the Underwriting Center Manager in managing the offsite underwriters placed with lenders.
  • Communicated with applicants and internal team members to discuss identified conditions needed for approval.
  • Determined loan completeness and accuracy by thoroughly analyzing mortgage applications, appraisals and property valuations.
  • Developed relationships with broker and real estate community by providing frequent updates on loan status.
  • Determined loan eligibility and approved or rejected applications.
  • Requested additional information for applications and documents when necessary.
  • Maintained compliance with company and regulatory policies.
04/1985 to 10/1997
Processor / Processing Manager / Underwriter Home Saving Of America / Great Western, American Saving Bank / Washington City, STATE,
  • I began my career in the mortgage industry as a processor at Home Savings of America
  • Processors were required to process the loan file by obtaining all required documentation to submit the file to underwriting accurately and completely to obtain a speedy decision from underwriting
  • I was promoted to the Loan Processing Manager at Home Savings of America in 1990, managed a team of 15 processors and held that position for approximately three years
  • We were responsible to manage our pipeline and ensure loans were closed in a timely manner to provide the best customer experience
  • I was then promoted to an Underwriting position at American Savings Bank and Washington Mutual.
Education and Training
Expected in to to
High School Diploma:
Glendale Community College - Glendale,
DE Underwriter USAA Classification: Public USAA Classification: Public USAA Classification: Public

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Resume Overview

School Attended

  • Glendale Community College

Job Titles Held:

  • Director Real Estate Fulfillment
  • Divisional Underwriting and Credit Policy Manager
  • V.P. Regional Underwriting and Closing Manager
  • V.P. Senior Audit Manager / Reps and Warrants
  • V.P. Director Business Procedures
  • V.P. Senior Regional Mortgage Underwriting Manager
  • Assistant Underwriting Service Center Manager
  • Processor / Processing Manager / Underwriter


  • High School Diploma

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