LiveCareer-Resume

mortgage team lead resume example with 12+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Motivated business professional possessing excellent leadership, effective organization, strong communication skills and planning abilities. Monitors, trains and encourages employees to improve skills and meet demanding goals. Brings 25 years of experience of all levels within the mortgage industry.

Skills
  • Teamwork and Collaboration
  • Work Planning and Prioritization
  • Verbal and Written Communication
  • Overseeing Daily Activities
  • Quality Improvement
  • Team Supervision
  • People Management
  • Experience in Leadership
Education and Training
East Central College Union, MO, Expected in : Business Management and Marketing - GPA :
Experience
Oregon Community Credit Union - Mortgage Team Lead
Salem, OR, 04/2021 - 02/2023
  • Coordinates daily workflow requirements for processors and home loan advocates to ensure all are completed within set productivity standards and are progressing towards monthly goals set.
  • Knowledge of all mortgage loan products offered, which include conventional, FHA, VA and home equity.
  • Maintained daily open communication with the entire team, which allowed us to maintain an expert level of communication with both internal and external customers. This was successfully completed with being full-time remote and team also being full-time remote.
  • Fostered positive employee relationships through communication, training and development coaching. This would provide them with the necessary skills for growth, best practices, troubleshooting and increasing their skill sets to build customer satisfaction and loyalty.
  • Integrated process improvements to increase overall workflow.
  • Maintained relationships with vendors for development of successful support and service required.
  • Weekly conference calls with Sales to review pipeline flow, closing opportunities and review current pipeline and product needs.
  • Ability to interpret, understand and communicate with customers and staff regarding knowledge of mortgage related documentation.
  • Maintain working knowledge of regulatory, federal, state and local guidelines/regulations, which ensures all loans are meeting them accurately.
  • Ability to effectively communicate (both verbal and in writing) to all staff regarding customer service issues, loan requirements and progression towards goals set.
  • Documented production levels, materials used and special incidents to keep management informed of daily activities.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Followed staffing strategies to achieve production goals.
  • Resolved both internal and external customer issues by using advanced knowledge, communication skills and empathy for all high-level issues.
Zeal Credit Union - Mortgage Assistant Manager
City, STATE, 06/2020 - 04/2021
  • Directed and coordinated staff of Loan Officers, Processors and Closers, while maintaining policies, procedures, loan products and member relationships.
  • Manage the activities of the Mortgage Department staff by improving workflow, answering questions, solving problems, assisting with complex issues, and handling sensitive or escalated member requests.
  • Maintain working knowledge of regulatory compliance requirements.
  • Handled all employee loans from application, processing, closing and funding of the loan.
  • Develop new mortgage loan products and employee efficiency improvements.
  • Maintain working knowledge of regulatory, federal, state and local guidelines/regulations, which ensures all loans are meeting them accurately.
  • Responsible for the accuracy and completion of loan reports.
  • Provide coaching to staff to ensure timely and accurate document collections.
  • Reviewed employee performance, develop talent and set career pathing goals.
  • Responsible for reviewing employee job applications, interviewing and writing analysis of interview for Human Resources on recommendations.
  • Maintain and grow relationships with outside vendors, while also collecting and maintaining due diligence documentation requirements.
  • Kept personnel trained and informed of pertinent policies and procedures affecting the division and/or their jobs, while creating an atmosphere in which upward communication from employees is encouraged
  • Identify individual and group training needs and work with training department to develop new onboarding training program.
  • Developed written procedures for all Mortgage Department job functions, upgraded process improvements and revisions.
Zeal Credit Union - Mortgage Processing and Closing Team Lead
City, STATE, 09/2017 - 06/2020
  • Coordinates daily workflow requirements for both processing and closing team to ensure all are completed within set productivity standards and are progressing towards monthly goals set.
  • Maintained daily open communication with the entire team, which allowed us to maintain an expert level of communication with both internal and external customers.
  • Consistently meet all quality, handle time, and adherence standard in processing.
  • Developed new closing processes and written procedures to adhere to all regulatory guidelines.
  • Keeps personnel informed of pertinent policies and procedures affecting the division and/or their jobs.
  • Trained, coached and motivated team of Loan Officers, Processors and Closers to provide exceptional service and complete high-quality work.
Citibank, N.A - Mortgage Processing Team Lead
City, STATE, 10/2012 - 09/2017
  • Provide daily support to employees for all workflow and functions required.
  • Assist with researching and resolving all escalated issues from employees, sales partners, and customers.
  • Provide support to my direct Manager with assisting employees questions, concerns and troubleshooting of loan applications.
  • Weekly conference calls are held with all Sales Managers to review pipeline flow, closing opportunities and review current trends.
  • Maintain working knowledge of regulatory, federal, state and local guidelines/regulations, which ensures all loans are meeting them accurately.
  • Train new and existing employees on process improvements, new products, new services, developing superior organizational skills and how to provide outstanding customer service.
  • Complete call monitoring quality reviews for each employee, provide feedback on service provided and coaching opportunities where available.
  • Monitor various daily reports to identify issues, trends and feedback to employees on utilizing the report to maximize their day.
Citibank, N.A - Mortgage Loan Processor
City, STATE, 11/2010 - 10/2012
  • Processed all conventional loans to program guidelines.
  • Utilize business knowledge and organizational skills to ensure loans meet crucial deadlines.
  • Effectively and professionally communicate with customers and internal staff on loan status updates and any necessary information and/or documentation.
  • Maintained average NPS score of 50%, which exceeds the channel average of 38%.
  • Able to maintain a pipeline of greater than one hundred loans, which included multiple program types.
  • Responsible for ensuring that all loan documentation is complete, accurate, verified, and comply with company policy.
  • Adhere to all corporate, compliance, and risk guidelines during loan reviews and communications.

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Resume Overview

School Attended

  • East Central College

Job Titles Held:

  • Mortgage Team Lead
  • Mortgage Assistant Manager
  • Mortgage Processing and Closing Team Lead
  • Mortgage Processing Team Lead
  • Mortgage Loan Processor

Degrees

  • Some College (No Degree)

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