Mortgage Operations Resume Sample
Nyah Grant
212 Lilla Street,
Dallas,
TX
+1 (555) 537 4411
Work Experience
Mortgage Operations Manager
03/2017
-
PRESENT
Dallas, TX
- Monitor daily compliance tracking, coordinate between sub servicing vendor and HSBC regarding the resolution of compliance Anti-Money Laundering (AML) items on individual loan transactions; serve as primary liaison between the vendor and HSBC for compliance-related items including exam coordination and findings resolution
- Ensure mortgage loans are properly originated to the standards of the sub servicing contract including routine sampling of transactions; monitor service level reporting by the vendor
- Monitor vendor approval and use of third party vendors as outlined by the contract including annual reviews, monthly performance reporting and vendor site visits. Provide internal reporting and risk assessments as required
- Take lead role in conducting and managing joint origination governance committees with vendor. Provide management information reporting regarding overall originations oversight process. Present any unresolved issues to the Governance Committee and develop and monitor improvement plans as needed
- Review and approve the most complex mortgage loan products/underwriting recommendations submitted by sub-servicer via enhanced credit authority, focusing on four main points (applicant's ability and willingness to repay the loan, existing assets and collateral)
- Develop and maintain mortgage underwriting procedures that align with sub-servicer contract
- Excellent analytical, planning and organizational skills, and attention to detail
AVP, Mortgage Operations
12/2011
-
09/2016
Phoenix, AZ
- Flexibility to adapt to frequently changing priorities and projects
- Demonstrated proficiency in basic computer applications, such as Microsoft Office software products, in addition to web conferencing technology (e.g. WebEx, GoToMeeting) and collaboration platforms (SharePoint)
- Knowledge of BB&T’s existing enterprise-level systems, processes and organizational structures
- Oversee the quality & efficiency of 9-10 regional retail branches whose loans come through the Regional Operations Center
- Oversee functions of Operations to make sure files pass through set-up, underwriting, docs, funding as efficiently as possible
- Manage Operations staff (Funders, CSR’s, Set-Up, Doc Drawers and Underwriters
- Assist with operations problems, personnel issues and keeping staff informed of changes through emails and staff meetings
- Receive files from insuring and shipping that are investor kickbacks or missing documentation
Mortgage Operations Analyst Command Center Operations
07/2006
-
10/2011
San Francisco, CA
- Oversee collateral packages to ensure banks receive them
- Assist with staff’s workload as needed in all department
- Manage team of Customer Advocates as they manage all internal and external communication to complete FHA and conventional mortgage loan transactions
- Manage Customer Advocates and provide support for escalated issues that arise and ensure pipeline coverage
- Train and provide guidance to staff regarding pipeline management, service level adherence, quality, customer satisfaction and gate submission production
- Maintain communications with Sales leaders regarding status of loans and intervene as needed
- Set forth goals and help processors achieve them
- Maintain communication with VP of Operations and or Director and provide feedback on a regular basis
- Oversees the daily activities of operational departments including Processing and Closing
Education
National American University - Overland Park Campus
2002 - 2006
Bachelor's Degree in Business Administration
Professional Skills
- Coach and develop employees8. Strong computer skills including enterprise applications, email and pc software packages
- Ideally operated within a role with a broad remit with a proven experience of delivering against operational KPIs & commercial measures
- An organized individual who shows excellent communication, presentation, team work, negotiation and conflict resolution skills
- Excellent leadership, interpersonal, and communication skills with emphasis on performance management
- Strong team orientation with superior team building and motivational skills
- Strong time management and organizational skills, with superior follow-up and attention to detail
- Strong safety, soundness, and risk assessment skills
How to write Mortgage Operations Resume
Mortgage Operations role is responsible for organizational, government, retail, finance, credit, training, shipping, planning, reporting, research.
To write great resume for mortgage operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Mortgage Operations Resume
The section contact information is important in your mortgage operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Mortgage Operations Resume
The section work experience is an essential part of your mortgage operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous mortgage operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular mortgage operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Mortgage Operations resume experience can include:
- Strong organizational skills and communication skills – written and oral
- Deliver services compliantly and effectively, ensuring good customer outcomes are aligned to FCA and other regulatory principles
- Using your experience and knowledge of mortgages to deal with a variety of pre-offer queries from Brokers and Relationship Managers
- Create a strong customer focussed working environment through applying Capita’s and the client’s ethos and values
- Good communicator who fosters a positive working environment
- Proactively review working practices, and drive improvements in employee engagement, business efficiency, customer experience and client satisfaction
Education on a Mortgage Operations Resume
Make sure to make education a priority on your mortgage operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your mortgage operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Mortgage Operations Resume
When listing skills on your mortgage operations resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical mortgage operations skills:
- Strong quantitative, analytical, and project management skills
- Previous experience and proven success working within a Regulated FSA environment is a necessity for this role
- Prior experience with Loan Operating Systems
- Prior experience with Encompass software
- Experience in a bank or mortgage operations environment and 5 years of supervisory/management experience
- Capable of demonstrating success working within matrix management structure and building strong internal networks
List of Typical Experience For a Mortgage Operations Resume
1
Experience For Mortgage Operations Manager Resume
- Validate that loan files have been placed in the proper stacking order for secondary market delivery
- Assisting our Underwriters by providing outstanding information
- 2) Problem-solving and Conflict Resolution - Provide support and resolutions to the challenges arising from branch operations
- Use productivity reports and standards to manage the daily flow of loans to closing, ensuring loans are processed in a timely manner
- 1) Managing Pipeline – Administer the branch pipeline and carry a personal pipeline of loans
- Follow up with appropriate areas to resolve identified discrepancies, including interaction with Title Companies, Closers, Processors and Underwriters
- Contribute to the unit’s business objectives by actively seeking ways in which to improve process cycle times
- Contact appropriate third party vendors to obtain any missing documentation or correct an identified documentation error
2
Experience For Head of Mortgage Operations Resume
- Interact with Investors and Servicers to resolve errors, providing timely response and resolution
- Supervises, coaches and develops Mortgage Loan Coordinators, Administrative Assistants, Processors and Closers
- Partners with Human Resources to recruit and hire qualified employees
- Monitors and manages the pipeline to ensure timely completion of loan files
- Participates in creating and overseeing the implementation of new or revised processes to ensure that the Mortgage Division is current with all industry tools currently available
- Prepares and submits monthly reports regarding volume and productivity of the operation
- Acts as a resource for prompt resolution to issues that arise on a daily basis to ensure timely and accurate loan closings
3
Experience For Manager, Mortgage Operations Resume
- Works closely with sales team to ensure that customers receive exquisite service and loans close on time
- Responds to Quality Control Reports and works with executive management to implement needed quality improvements
- Manages and directs the daily activities of the mortgage operations department
- Seeks out and executes on new technologies within the mortgage space
- Develop strategies to increase efficiency, lower cost and increase profit margin
- Create, maintain and implement changes to Mortgage operation procedures that drive high levels of productivity
- Manages management & employee staff in the day-to-day performance of their jobs
- Report to senior management on a regular basis on the mortgage business and make recommendations on how to improve and grow the business
4
Experience For AVP, Mortgage Operations Resume
- Manage daily team activities related to production and processing activities; ensure proper documentation, timely and accurate execution and effective resource allocation. Direct the team in executing complex transactions, project management and the resolution of business problems
- Oversee the development and delivery of management reporting including staff forecasting, metrics reports, and regulatory reports; enhance reports as stakeholder needs change
- Participate in all aspects of strategic initiatives including collaboration across functions such as audit, business stakeholders, technology and many other divisions
- Build strong relationships with customers and internal stakeholders to achieve results in a satisfactory way for all parties. Translate customer needs to inform strategic initiatives and operational processes to enhance the customer experience
- Assist in establishing the mortgage operations department including
- Identify and define new products, business initiatives, and operational impacts. Drives process improvement, efficiency, and cost management
- Collaborate with customers and internal system/ application owners to ensure the technology environment is stable and meets the business's needs
5
Experience For Mortgage Operations Specialist Resume
- Completes special projects and reviews, as directed, to enhance and improve the overall analysis of the Bank’s Mortgage loan portfolio
- Supervises and directs the on-going operations of the team according to company policies/procedures and ensures that service level agreements meet/exceed expectation
- Manages workflow to meet customer deadlines, time service standards, and to respond to unforeseen conditions. Interfaces with others to coordinate activities within departments. Monitors quality, quantity and work standards
- Analyzes productivity data, provides quality assurance and production feedback to team members. Works directly with each associate to build skills and increase performance
- Managing a pipeline of mortgage applications proactively
- Providing Brokers and Relationship Managers with accurate case updates at all points in the pre-offer process
- Managing the expectations of customers, and the intermediaries we have relationship with
- Maintaining accurate client records in line with the Bank’s procedures
6
Experience For Director of Mortgage Operations Resume
- Making sure regulatory standards are complied with
- Researches, analyzes, and provides solutions to resolve complex escalated issues
- Ensures compliance with applicable state and federal laws and regulations
- Partner with leadership to establish and enforce policies and procedures to advance the organization’s mission
- Ensure the collection and review of annual due diligence information (financial statements, SSAE-16 reports, insurances, etc.) is performed in accordance with the Credit Union’s vendor management policy
- Audit monthly loans for compliance within departmental guidelines ((Flood, CRA, HMDA, and Regulatory)
- Maintain quality control reports
- Manages pipeline insuring that timelines, department goals and customer expectations are met. Sets performance goals for staff to meet/exceed. Tracks and measures performance goals for the department and individual staff
7
Experience For Mortgage Operations Analyst Command Center Operations Resume
- Researches problems and answers questions regarding loan processing, documentation and compliance. Provides direction and support to bank personnel, such as lenders and senior management in the processing of loans
- Reviews loan documentation for structure and format so that company's legal position is adequate. Prepares documentation for complex loans. Ensures accurate preparation and perfection of collateral documents is maintained
- Plan, organize and monitor the activities of the loan processing team to ensure an efficient and economical operation
- Coach and counsel at least two associates in the Mortgage department
- Execute performance goals established by the CalAtlantic Mortgage’s senior management team
- Work with HR to recruit and hire direct reports
- Participate in the development of reward/recognition programs
- Work with HR to resolve any disciplinary issues and conduct terminations if necessary
- Develop positive relationships with all CalAtlantic entities to facilitate open communication and teamwork
8
Experience For Mortgage Operations Post Closing Specialist Resume
- Perform careful and timely review of various reports to alleviate potential customer impact issues and to ensure system integrity. Take appropriate action to address issues
- Research requests to a logical conclusion and execute remedial action Communicate to the requester the results of research and resolution of the problem effectively and timely
- Mortgage or financial services experience
- Provides world class customer service to internal and external customers through total adherence to the Values and Difference concepts
- Solve problems and improve overall communications between various departments
- Accomplishes results by communicating job expectations; planning, monitoring and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating and enforcing systems, policies and procedures
- Manages the client/employee engagement process and performance expectations through sound decision-making and rapport building
9
Experience For Mortgage Operations, Ecoa Specialist Resume
- Maintains quality service by enforcing quality and service standards and conducting weekly and monthly quality checks to ensure client satisfaction
- Develops and maintains tracking and reporting of employee hours
- Document and maintain all employee and client information in systems as appropriate
- Analyze a full range of credit, collateral and legal documentation to ensure collateral supports Company’s overall risk
- Remediate Audit Findings and Regulatory Matters Requiring Attention (MRAs). Ensure Compliance with related Consent orders (i.e. AML, Know Your Customer (KYC)/Customer Information Profile (CIP), Mortgage Electronic Registration Systems (MERS), Affidavit and Notary Compliance, risk assessments and control monitoring
10
Experience For Divisional Mortgage Operations Manager Resume
- Upon approval by manager (or designate), supplies data to Risk Quality Assurance (as applicable) to facilitate production of monthly final Quality Assurance reports for CRMC to allow management to gain a level of confidence in the processes and procedures used in underwriting loans and the adherence to them
- Acts in full compliance with all Bank policies, directives/procedures and external regulations to protect the Bank’s assets
- Act in full compliance with Bank policy and external regulations to protect the Bank’s assets
- Consistently apply the Bank’s performance management system to subordinates, including establishing goals and objectives, assessing skill levels and knowledge gaps, reviewing PPA performance, suggesting base and variable pay and conducting career planning discussions
- Perform a thorough review of non-funded applications for completion and accuracy
List of Typical Skills For a Mortgage Operations Resume
1
Skills For Mortgage Operations Manager Resume
- Strong project management skills to lead initiatives and projects
- Ideally with proven experience of delivering against operational KPI’s and commercial measures
- Good up to date knowledge and management experience across the end to end product process
- Establishing good working relationships with key stakeholders across suppliers and with internal Sainsbury’s Bank stakeholders
- Identifying and supporting areas of operational improvement to enhance the customer experience and work with key stakeholders to implement them
2
Skills For Head of Mortgage Operations Resume
- Graduate calibre and experience of managing diverse/complex/large operations at senior management level
- Previous experience within a mortgage operations role
- Strong knowledge of MCOB and MMR systems would be an advantage
- Previous experience within an operations role
- Define and deliver an operating plan to deliver positive business outcomes and efficient and effective service delivery
- Mortgage lending industry experience
3
Skills For Manager, Mortgage Operations Resume
- 5 to 7 Mortgage lending industry experience
- Work in a high paced team environment, recognizes and acts on changing priorities
- Champion and drive a strong culture of compliance with FSA and regulatory principles including TCF
- Manage the impact assessment and effective implementation of client, regulatory and internally driven business change
- Operations experience
- Management & development experience
4
Skills For AVP, Mortgage Operations Resume
- Mortgage operations experience
- Prioritize tasks to meet individual and business goals
- Experience managing process improvement and/or technology development projects
- Work closely with others in various positions and skill sets
- Goal orientation, supported by a strong focus on client needs
- Hands-on management experience in all phases of mortgage operations and/or production
- Preferable experience at a Federally Regulated Institution
- Extensive experience in a variety of mortgage industry roles, companies, and products
5
Skills For Mortgage Operations Specialist Resume
- Technical acumen and or experience with business intelligence
- Working closely with internal stakeholders including relationship managers, underwriting and completions
- Monitoring and understanding the mortgage pipeline to ensure cases are accurate and proactively chasing solicitor queries
- Running the weekly operations audios (ensuring attendees from all key stakeholders)
- Ensuring complaint handling standards are maintained through regular review of complaints reporting and root cause analysis
- Ensuring on-going operational service levels are appropriate and sufficient for the business to succeed
6
Skills For Director of Mortgage Operations Resume
- Supporting the oversight relationship manager with queries relating to the servicer
- Ensuring that MCOB (Mortgage Conduct of Business) is observed in all aspects of the role
- Supporting our Loan Operations team
- Maintains staff by interviewing, selecting, orienting and training employees
- Responsible for interviewing, hiring, and assisting in training employees
7
Skills For Mortgage Operations Analyst Command Center Operations Resume
- Cross communicate between Processors, COSS’, Secondary, Underwriting, Closing and Shipping
- Manages and directs the daily activities of the mortgage operations department which include sales support, funding, processing, and closing
- Is responsible for new hire training and continuing on the job training
- Participates in choosing, developing and implementing software used in the operation
- Participates in required training and has the responsibility for following regulatory requirements and stays abreast of lending products and services
- Primary responsibility to manage the Credit Union’s various origination, processing, and servicing platforms
- Understand, plan and monitor cost center financial items, including staffing levels, the use of overtime and general expenses on a quarterly and annual basis
- Perform accurate and timely loan transactions including account research, loan processing, and loan maintenance
8
Skills For Mortgage Operations Post Closing Specialist Resume
- Prepares employees for assignments by establishing orientation and training plans
- Regularly meets with staff to discuss issues, assess training needs, and facilitate training
- Develops and implements policies and procedures to increase efficiency and productivity while reducing processing turn times
- Support servicing of customer portfolio to monitor funding and delivery accuracy and customer performance
- Protect credit union’s image by keeping mortgage loan information confidential
- Compile and maintain an up to date list of ‘frequently asked questions’, clearly sighting the correct underwriter guideline, for all loan programs
- Prepares reports for review by Manager, Mortgage Operations (or designate). Contribute to the production of other operations reporting as needed
9
Skills For Mortgage Operations, Ecoa Specialist Resume
- Identifies risks associated with mortgage loan files, escalating issues to manager
- Project a professional and consistent image by adhering to organization’s brand, corporate identity and standards at all times
- Ensures that project/department milestones/goals are met and adhering to approved budgets. Has authority for personnel actions
- Responsible for managing major operations site within an assigned Division
- Commercially aware, with an understanding of this in relation to outsourced service provision
- Influential role model – smart, honest, hardworking and expert
- Prepares performance reviews, handles routine corrective counseling issues, and collaborates with manager on complex associate issues
10
Skills For Divisional Mortgage Operations Manager Resume
- Interviews internal and external job applicants and makes hiring decisions
- Work in a fast paced environment with evolving rules and regulations
- Implement changes and controls to ensure compliance with changing bank and mortgage regulations
- Ensures that project/department milestones/goals are met and adhering to approved budgets
- Two (2) years college with emphasis in Business Administration or Finance; or qualifying experience of at least three (3) years supervisory experience in a mortgage or financial institution with a thorough knowledge of laws, regulations, policies and procedures governing Credit Union and pertaining to residential Real Estate
- Understand and contribute to unit’s goals and organizational goals
- Mortgage and Settlement Services Discounts
List of Typical Responsibilities For a Mortgage Operations Resume
1
Responsibilities For Mortgage Operations Manager Resume
- Previous experience and proven success working within a Regulated FCA environment
- Preferably experience with selling direct to the agencies
- Working closely with commercial to ensure interlocked forecasting for mortgage operations New Lending Teams
- Incumbent manages a large operation within the mortgage company including management of processing, underwriting and closing
- Responsible for a wide variety of mortgage cases, working closely with your team on preparing cases for underwriting
2
Responsibilities For Head of Mortgage Operations Resume
- Responsibility for ensuring compliance with regulatory requirements, including TCF. Manage the implementation and ongoing application of robust TCF principles
- Familiar with a variety of mortgage banking concepts, practices and procedures. Working knowledge of compliance regulations
- Manage budgets, ensuring resources are utilised efficiently, maximising opportunities to achieve and exceed targets
- Full understanding of all Product Types (FHA, VA, Conventional & USDA)
- Coordinate with Loan Servicing to ensure proper documentation in file
- Be cost conscious and ensure resource is managed as efficiently as possible, maximising opportunities to achieve and exceed targets
- Coordinate operational activity across all operating locations to ensure value added solutions are evident to the client
- Support the development of an Operational Centre of Excellence within Financial Services demonstrating operational best practice
3
Responsibilities For Manager, Mortgage Operations Resume
- Define and deliver an operating plan to deliver positive business outcomes and efficient and “best in class” service delivery
- FHA Direct Endorsement Certification
- Extensive knowledge of departmental processes, mortgage regulatory and consumer compliance and strength in operational process and procedure creation and documentation a strong requirement
- Knowledge of lending functions
- Analyze volume and staff capacity requirements
- Knowledge: Successful implementation of processes to improve efficiencies
4
Responsibilities For AVP, Mortgage Operations Resume
- Responsible for accuracy of management information for mortgage operations for Sainsbury’s Bank Executive and taking appropriate action/escalation in respect of service failures
- Special software: list any special software
- Graduate calibre, ideally with professional qualifications either specific to the sector &/or management Experience of managing diverse/complex/large operations at senior management level over some years, with a proven track record of using best practice to achieve significant results through teams
- In depth knowledge of the UK retail mortgage market, and legal and regulatory framework surrounding financial services
- Change orientated with ability to control cost and maximise profit through innovation and continual improvement
- Analytical capacity and capability
5
Responsibilities For Mortgage Operations Specialist Resume
- Strategic commercial awareness and acumen
- In depth knowledge of the UK retail mortgage market, and legal and regulatory framework surrounding financial services, ideally with appropriate professional qualifications
- Commercially aware, particularly in relation to an outsourced service provision
- Translate complex issues and ideas into clear communication to stakeholders and actionable directives to team members
- Manage any group or process within the department
6
Responsibilities For Director of Mortgage Operations Resume
- Ensure timely and accurate communication of Adverse Action notice to customer
- Ensure timely delivery of property valuations to customer
- Cancels loans in system, ensures system reflects correct disposition codes and Statement of Credit Denial is correct
- Work with Underwriters and HMDA team to resolve discrepancies with file disposition and reason codes
- When applicable, update loan origination system with the appropriate codes
7
Responsibilities For Mortgage Operations Analyst Command Center Operations Resume
- Refunds any unused fees to customer
- Perform quality control reviews of funded residential first mortgage loan transactions, including FHA, IHDA, WHEDA, Construction Loans and Conventional loans and Private Bank transactions, for completion and compliance of all closing documents
- Ensure all transactions are properly documented in accordance with program standards
- Follow up on any missing or erroneous documentation, including Final Title Policies and recorded mortgages, ensuring collateral documents are accurate and have been received timely
- Manage mortgage loan pipeline on a daily basis and assign daily, weekly and monthly goals to exceed SLAs
- Ensure Service Level Agreements and/or quality measures are met by respective team
8
Responsibilities For Mortgage Operations Post Closing Specialist Resume
- Provide efficient and flexible responses to operational challenges, in order to maintain levels of service delivery and client satisfaction
- Plan and deliver the recruitment, development and deployment of resources at all levels of the operational delivery team in order to maintain a skilled and effective workforce to meet contractual obligations
- Manage the impact assessment and implementation of changes to ensure commercial and reputational growth
- Develop a framework to proactively review working practises, and drive improvements in employee engagement, business efficiency, customer experience and client satisfaction
- Develop and maintain highly effective relationships with internal and external clients in order to ensure operational best practice is embraced and client requirements are satisfied
9
Responsibilities For Mortgage Operations, Ecoa Specialist Resume
- Coach and develop operational managers at all levels
- Ensure that Mortgage Services goals are evident in all aspects of operational delivery and balanced with the specific requirements and expectations of the client
- Represent operations in regular account/services reviews with clients
- Develop a culture in which change and the strive for excellence is considered the norm
- Develop relationships and processes with the requisite parties to maximise sales opportunities and ensure pricing for bids reflects the necessary operational considerations
- Keep up-to-date and fully conversant with changes in the industry/sector
- Lead, coach and develop all employees within the business
10
Responsibilities For Divisional Mortgage Operations Manager Resume
- Coordinate operational activity to ensure value added solutions are evident to the client
- WORK LOCATION CAN BE VISALIA, CA, PORTERVILLE, CA, OR HANFORD, CA
- Monitors the productivity and budgetary performance of the operations department
- Drive client centric culture and ensure delivery of high quality client service which further enhance RRE’s market position by ensuring efficient delivery of product and superlative, proactive services and communication to clients
- Develops and implements polices and procedures to constantly increase efficiency and productivity while reducing processing turn times as well as compliance with bank’s control framework and regulations for the mortgage industry
- Manages staff and staff supervisors in the day-to-day performance of their jobs
- Prepares, maintains and implements policy, procedures and processes for residential loan operations department to function efficiently and economically. This includes the accountability for maintaining origination, processing and closing systems and interface enhancements to assure the operation runs as efficiently as possible and data integrity is maintained
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