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supervisor mortgage loan operations resume example with 7+ years of experience

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

Mortgage Lending Supervisor offering six years of experience in home loan lending and servicing, two years’ experience in general banking and a total of 13 years’ experience in customer service. Desire to learn new skills and proven ability to work hard during times of uncertainty and transition. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Equipped with the skill of attention to detail through prior job experiences in the banking, retail and restaurant industries. Ability to work with a team and as an individual. Ability Maintains customer satisfaction with friendliness, professionalism and thorough research to answer customer "why's". Dedicated to effective communication and conflict resolution. Seeking to gain a position that offers challenges utilizing interpersonal, organizational and problem-solving skills.

Skills
  • Flexible & Adaptable
  • Customer Service
  • Detail-oriented
  • Excellent work ethic
  • Compassion
  • Leadership
  • Analytical skills
  • Computer skills in various systems
  • Policies and Procedures Implementation
  • Cross-functional communications
  • Excellent Customer Service
Education
San Francisco State University San Francisco, CA Expected in 2013 Bachelor of Arts : Business Administration - GPA :
Work History
Texas Credit Union - Supervisor Mortgage Loan Operations
Plano, TX, 03/2021 - Current
  • Establish performance goals and priorities
  • Prepare, conduct and review performance appraisals
  • Develop, mentor and counsel staff
  • Ensure adequate/skilled staffing; select employees
  • Monitor and respond to member inquiries received via various media channels
  • Ensure section objectives, production goals, standards, and strategies are executed and align with division priorities
  • Reviewed shift reports to understand current numbers and trends
  • Identified and resolved unauthorized, unsafe or ineffective practices
  • Advanced productivity KPIs by leading trainings on procedures and safety practices
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings
  • Detect errors and initiate or arrange for corrective action; ensure resolution
  • Conduct on-going quality control reviews of documents to ensure adherence to all regulations and requirements; communicate and/or correct errors/omissions
  • Coach staff to improve productivity to meet section goals
  • Ensure section goals for bookings, conversion, disposition, member service and loan quality
  • Train and monitor mortgage loan processing staff on NFCU, federal, state and local regulations to ensure compliance
  • Train team in settlement procedures, review of title binders and surveys and document review/control to ensure creation of valid and marketable first liens
  • Establish positive work environment, open communication and accountability; resolve technical or resource issues
  • Identify and recommend process improvements to Project Manager, team and/or management
  • Remain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact quality of loan portfolio
  • Managed team of 20 employees, participated in hiring board, team training, and professional growth of employees
  • Demonstrated leadership by making improvements to work processes and helping to train others
Navy Federal Credit Union - Equity Production Supervisor
City, STATE, 07/2020 - 03/2021
  • Collaborated across departments to provide feedback and establish project guidelines
  • Conduct on-going quality control reviews of documents to ensure adherence to all regulations and requirements; communicate and/or correct errors/omissions
  • Ensured successful integration of new team members with training materials and tools
  • Detect errors and initiate or arrange for corrective action; ensure resolution
  • Develop, mentor and counsel staff
  • Worked one on one with team members regularly to identify and resolve productivity concerns and/or areas of improvement
  • Worked one on one with team members to determine and set goals
  • Monitor, respond and resolve member inquires received
  • Establish positive work environment, open communication and accountability; resolve technical or resource issues
  • Remain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact quality of loan portfolio
  • Perform day to day activities of lead supervisor in his/her absence
Navy Federal Credit Union - Equity Loan Processor
City, STATE, 07/2017 - 07/2020
  • Worked with customers via telephone, email and mail to answer questions, process transactions and resolve issues
  • Set up and completed loan submission packages
  • Handled any conditions sent from underwriting departments
  • Reviewed financial statements and contacted institutions and customers to clarify details
  • Upheld complete confidentiality of all submitted information according to release guidelines
  • Spoke with members regarding loan needs and financial histories and conveyed information regarding application processes
  • Maintained compliance with privacy and security requirements, as well as federal statutes covering equity loans
  • Monitored caseload to track and log status of loans
  • Carried out day-day-day duties accurately and efficiently
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Worked flexible hours; night, weekend, and holiday shifts
  • Maintained energy and enthusiasm in fast-paced environment
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Transitioned from Processor I to Processor III within 6 months out of training (confirm timeframe)
Navy Federal Credit Union - Member Service Representative
City, STATE, 09/2013 - 06/2017
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes
  • Respond to and resolve concerns with general account services and mortgage loan issues to help with retention within 24/7 high volume section
  • Recommended specific products and services in alignment with individual needs, requirements and specifications
  • Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Researched and rapidly resolved client conflicts to maintain key accounts
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Maintained up-to-date knowledge of product and service changes
  • Educated customers about billing, payment processing and support policies and procedures
  • Effective liaison between customers and internal departments
  • Cross-trained in account services (wording) as well as mortgage loan applications and servicing

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Resume Overview

School Attended

    Job Titles Held:

    • Supervisor Mortgage Loan Operations
    • Equity Production Supervisor
    • Equity Loan Processor
    • Member Service Representative

    Degrees

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