Alec Gilligan-Webb

Oversee the daily operations of the processing department comprised of ~60 Loan Analysts with 10-12 direct reports. Typical responsibilities include:

Loan Processing & Underwriting Oversight

• Manage the end-to-end mortgage loan process while ensuring efficient workflow from the processing department.
• Oversee Loan Analyst team while in close collaboration with loan origination, underwriting, and closing leadership ensuring cross functional collaboration in a top priority.
• Ensure compliance with federal and state mortgage lending regulations.
• Implement policies and procedures to expedite mortgage operations including a streamlined title package and hazard review reducing conditioning across all workflows by an average of 25+%.

Compliance & Risk Management

• Ensure all mortgage loans comply with company policies, investor guidelines, and regulatory requirements (e.g., CFPB, FHA, VA, Fannie Mae, Freddie Mac).
• Conduct audits and reviews to mitigate risk and ensure quality control. Work closely with our risk and credit policy leaders to ensure a well balanced and performing portfolio
• Maintain up-to-date knowledge of changing mortgage regulations and industry trends.

Team Leadership & Development

• Supervise, train, and mentor processors while also training and mentoring new hire and seasoned loan officers, closers/funders, and underwriters.
• Create and conduct multiple trainings for process improvements or tech enhancements across multiple workflows and functions
• Set performance goals and conduct regular evaluations included semi annual performance reviews.
• Foster a high-performance culture and address any operational inefficiencies.

Customer Service & Relationship Management

• Enhance customer experience by ensuring quick turnaround times and resolving issues.
• Work closely with internal partners across all workflows, external partners, third party vendors, and clients to facilitate smooth transactions.
• Address customer complaints and provide resolutions when necessary.

Process Improvement & Technology Integration

• Optimize workflow efficiency using our proprietary mortgage loan origination software (LOS) and other tools.
• Identify and implement process improvements to reduce costs and processing times.
• Collaborate with product and project managers, IT and other department stakeholders to enhance mortgage solutions and customer experience.
• Lead and participate in multiple User Acceptance Testing calls with Project and Product Mangers to gather insight from key stakeholders on new tech rollouts or efficiency gains Inc. "Instant Background/Credit" and "Instant Entity" projects leading to a substantial reduction in time in workflow for processing

Reporting & Performance Metrics

• Utilize Salesforce, Tableau, and Snowflake along with other tools to track and analyze mortgage pipeline, loan volume, and operational efficiency metrics for multiple workflows.
• Generate and discuss findings from reports on productivity, compliance, and loan quality with senior management and third party partners
• Recommend strategic changes based on data insights and lead calls with third party partners to integrate or improve operations.

• Manage as well as provide coaching/support to a team of 8-10 Loan Analysts while monitoring KPI's against their performance via daily reporting and discuss growth plans via weekly 1:1's
• Review, report, and manage daily reporting via Tableau and/or Salesforce surrounding metrics such as quality of review, total daily and monthly fundings, time to close, submit/withdrawals, pipeline overview, along with many others to coach the team and prioritize accordingly based on business KPI's and the individual's goals and professional aspirations
• Assist with borrower resolutions and internal partners with escalations pertaining to files assigned to direct reports or other Loan Analysts to ensure a seamless process for all involved and top-notch customer service
• Managed the creation and implementation of 'standardized condition templates' along with our underwriting team, to ensure communication and verbiage used for condition requests is unified across teams which led to an increase in quality and time to close metrics since implementation
• Assist with risk management decisions and implementation pertaining to credit policy both internal and external to ensure sound choices are made balancing growth and risk tolerance
• Manage our tech team 'power users' group to assist the company with any technical difficulties in our proprietary LO system or new tech releases, partnering with engineering as needed so workflows are not bottlenecked by internal delays
• Provide cross functional support to our sales, underwriting, risk, and closing departments with new process roll outs, policy updates, and over all coverage creating a collaborative team first environment

• Connect with clients and engage with them on both a professional and personal level utilizing the systems in place and my interpersonal communication skills to provide world class service to each client I assist to provide a smooth lending process
• Building long lasting meaningful relationships by being knowledgeable, caring, and empathetic to each borrowers needs or desires while maintaining strong ethical decision making to ensure I am acting within all policies and procedures set forth for us to succeed
• Manage a large pipeline efficiently and effectively that on average contains 45-60 files while also being very detail oriented to ensure compliance and quality standards are exceeded
• Work together with 3rd party partners for scheduling, document preparation, and more as well as other team members to ensure a seamless lending process for our borrowers and to enable a collaborative environment in which everyone is informed and in a place of knowledge to assist our clients to the best of our abilities
• Request documents and other supporting factors from our borrowers or third-party vendors to prepare a clean up to date file for underwriting review, communicate pertinent updates throughout the loan process
• Review loan and borrower details throughout the loan process to ensure loans are moving through workflows and closed in an efficient manner
• Assist with projects such as Rebuttal Tool, OPS updates, new hire training on how to structure their day, and most recently taking on the responsibility of being a power user within OPS and mentor for a new hire
• All with the goal of not only increasing our overall efficiencies to better serve our borrowers but also to keep improving the skills of myself and those around me

• Connect with clients and engage with them on both a financial and personal level utilizing the systems in place and my interpersonal communication skills to provide world class service to each client I assist to provide a smooth lending process
• Building long lasting meaningful relationships by being knowledgeable, caring, and empathetic to each borrowers needs or desires while maintaining strong ethical decision making to ensure I am acting within all policies and procedures set forth for us to succeed
• Educate our clients on all the digital and face to face options available to make banking as seamless and effortless as possible while informing them of the securities and benefits related to these services to truly provide a great customer experience either face to face or in a digital platform every time
• Manage a large pipeline efficiently and effectively that on average contains 50-60 files while also being very detail oriented to ensure compliance and regulatory standards are met
• Work together with 3rd party partners for scheduling, document preparation, and more as well as other team members to ensure a seamless lending process for our borrowers and to enable a collaborative environment in which everyone is informed and in a place of knowledge to assist our clients to the best of our abilities
• Request documents and other supporting factors from our clients or third-party vendors to prepare a clean up to date file for underwriting review, communicate loan decisions to borrowers and other pertinent updates throughout the loan process
• Review loan and borrower details throughout the loan process with welcome calls and weekly update calls

• Connect with clients and engage with them on both a financial and personal level using SVP, SVT, and CRV systems to better understand their financial goals and what it is important to them financially to make sure I offer services or products that will truly help clients meet and exceed their goals
• Building long lasting meaningful relationships by being knowledgeable, caring, and empathetic to customers' needs or desires while maintaining strong ethical decision making to ensure I am acting within all policies and procedures set forth for us to succeed
• Educate our clients on all the digital and face to face options available to make banking as seamless and effortless as possible while informing them of the securities and benefits related to these services to truly provide a great customer experience either face to face or in a digital platform every time
• Work together with partners so clients can be provided the most informed, educated, and specialized care they deserve across all platforms of the bank in a professional fashion
• Lead team member engagement and huddles within the branch and scheduled team events to encourage teamwork and growth across the entire branch
• Collaborate and coach other team members in the branch to develop their skills and use my developmental abilities to strengthen our team's overall skillset and service

• Contact and connect with our customers using Hogan, CIV, and Aces Systems to assist them in making educated financial decisions by actively listening to their individual needs while explaining the features and benefits of the products offered to them and provide the best customer experience possible
• Lead by example through maintaining a positive attitude and vision
• Meet and exceed personal goals set for myself, also exceed minimum expectation of 3.5hour daily phone time while being a part of Quality Assurance team
• Multiple trail blazer award recipient for vision and customer excellence by displaying exceptional interpersonal skills and emotional intelligence
• Assisted with team member engagement events by planning and executing monthly team events to build trust and continuity among team members

• Direct daily operations by determining the best course of action each day to be most successful
• Maintain a clean and safe work environment while enforcing good manufacturing practices throughout the work area from our team members
• Analyze and review daily reporting of quality and efficiency statistics then formulate plans on how to improve and sustain daily operations for our customers and team members
• One on one and group training of new hires and current team members teaching the practices necessary to be successful and excel in their roles while being a selfless leader and teammate themselves to reach their professional and personal goals