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Experienced Mortgage Banking Leader with Focus on Group Development
Professional Summary Innovative, energetic leader with a successful 25 year record of driving results in management and sales. Extensive, 17 year history of mortgage banking expertise in direct retail banking as well as call center environments. Produces results through effectively utilizing innovative management strategies, tactics and sales leadership. Adept at applying knowledge in a solutions oriented manner. History of skilled tactical planning, balanced analysis and decision making that delivers profitable outcomes. |
Core Competencies
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PROFESSIONAL EXPERIENCE
(Six Year Review)
July 2007 – March 2009
Managed and directed 14-member Mortgage Loan Specialist sales team responsible for originating and closing mortgages for America’s luxury home builder, Toll Brother’s. Exceeded production goals delivering 1,700 mortgages in a 20 month period valued in excess of $730MM during a contracting marketplace. Re-established an entirely new Mortgage Loan Specialist and sales support team while improving score metrics on targeted goals for internal and external customer service satisfaction and closed mortgage loan capture rates.
• Delivered profitable secondary marketing executions averaging 135 basis points. No defaults (EPD’s) or re-purchase demands.
• Identified business areas and trends for improvement through effective use of reporting tools, and key performance metrics.
• Increased closed mortgage capture rates from 47% to over 56% on an extensive, 7 state backlog production pipeline.
• Significantly improved TBI Mortgage customer service satisfaction scores from 3.27 to 4.44 (highest possible score, 5).
• Relocated entire SE Region Operations Center in Ashburn, VA to Toll headquarters in 72 hours with no loss in income.
• Interviewed, selected, educated, mentored and evaluated new Mortgage Loan Specialists and sales support members who replaced the entire Ashburn, Va. SE Operations team.
• Created TBI’s Roles & Responsibilities curriculum including training material for Mortgage Loan Specialists and Business Development Managers.
• Improved TBI’s relationship and value position with Toll’s sales and construction teams by delivering 97% on-time settlements.
• Developed TBI’s FHA curriculum; implemented and conducted training with oversight receiving Federal Housing Administration’s Direct Endorsement, “DE” approval. The SE Region contributed 96% of all test cases leading to TBI’s HUD/FHA approval.
• Provided consultative role between TBI’s Training Director and Toll’s IT department software developers integrating all live, customer contact records within TBI’s loan origination software “TBEye”, with Toll’s sales reporting software “Pivotal”.
• Mandated weekly pipeline status meetings increasing work-flow efficiencies between Mortgage Loan Specialists, Business Development Managers and Operation team underwriters and processors.
Vice President, First Trust Group
Managed and directed 15-member First Trust Mortgage Group and co-supervised 20-member Second Trust Group call center loan origination team and support personnel. Responsible for generating high margin, investment quality first and second trust prime, non-prime and government mortgages. Attained a significant goal- 2 years average production volume exceeded $240MM per year.
• Produced 7,912 mortgages in 30 months for direct, bulk sale to secondary and capital markets investors.
• Conceived and implemented SouthBanc’s training curriculum and feedback groups increasing staff retention from 50% to 75%.
• Launched new e-commerce call center team; originated 943 mortgages in 16 month’s with a volume exceeding $54MM.
• Raised existing benchmark lead-to-close ratios from 4.25% to 6.00% in 12 months.
• Increased average fee income over a 7 month time span from 5.75% to over 7.00%.
• Collaborated routinely with the Director of Operations reducing production costs by 15% within 12 months.
• Improved profitability through work-flow best practice enhancements, cost controls internally and with service providers.