Alicia Young
Fort Worth,TX
Summary
Over 25 years of experience in the banking and mortgage industry, successfully holding supervisory roles in customer service, human resources, operations, and business development. Extensive expertise in FHA, VA, USDA, and conventional residential mortgage loan products and associated regulations. Possesses strong industry knowledge and advanced technical computer skills for excelling in this dynamic field.
Overview
13
13
years of professional experience
Work History
Mortgage Operations Support
Gateway First Bank
Plano, TX
10.2020 - 11.2024
- Responsible for the onboarding of new mortgage operations personnel and for providing support and training to all retail division sales team.
- Assists with set-up and maintains production-based technology systems, such as Desktop Underwriter, Loan Prospector, Xactus/Credit Plus, FHA, VA, and others.
- Acts as point of contact for all servicing questions related to all mortgage files, meanwhile maintaining ticket system to ensure all open requests are handled in documented SLA timelines.
- Assists all US branches with obtaining approval for new loan files, disclosing loan estimates and all applicable loan documents, completing verification of mortgages and property record searches.
- Work with internal and external partners to have all documents available for processing loans.
- Transfer of all Federal Housing/Dept of Veterans Affairs cases and documents.
- Maintain ECOA and compliance regulatory guidelines on all mortgage loan files through closing.
Human Resources Manager
Optimum HealthCare
Fort Worth, TX
10.2018 - 10.2020
- Direct Human Resources and payroll support to administrator and staff of assigned facilities.
- Recruitment and staffing of all positions. Sourcing, interviewing, and coordination.
- Review of staff licenses and continuing education, meanwhile ensuring all timelines are met for renewal.
- Coordinate and delivery of facility new employee orientation program.
- Performance management, employee relations, and conflict resolution.
- Identifies potential recognition programs.
- Benefits administration.
- FMLA/Employee Injury Claims.
Operations Manager, Customer Experience
Ditech Financial
Irving, TX
05.2012 - 10.2018
- Management of customer satisfaction strategy, associate engagement, and marketing communications.
- Designing the desired customer experience through customer and marketing insight, leveraging people and processes with technology to establish a culture of commitment and infrastructure that supports the service strategy.
- Engaged in the redesign of the IVR and company website through the customer experience program.
Senior Manager, Customer Care
Ditech Financial
Irving, TX
05.2012 - 10.2018
- Leadership of dual inbound/outbound call center.
- Oversight of customer satisfaction, associate engagement, and marketing communications.
- Resolve performance, technology, and cultural migration challenges related to acquisitions.
- Partnered with Business Solutions and other customer service channels within the business to align overall growth objectives and develop a well-conceived customer service strategy. Identify and remedy both business and individual performance issues.
Skills
- Project management experience
- Loan processing management
- Performance metrics analysis
- Conflict resolution techniques
- Quality control implementation
- Business process reengineering
Timeline
Mortgage Operations Support
Gateway First Bank
10.2020 - 11.2024
Human Resources Manager
Optimum HealthCare
10.2018 - 10.2020
Operations Manager, Customer Experience
Ditech Financial
05.2012 - 10.2018
Senior Manager, Customer Care
Ditech Financial
05.2012 - 10.2018