Alison Lindsey
Nevada,TX
Summary
Accomplished and results-driven leader with a proven track record in customer success, employee onboarding, application help desk management, training, business analysis, and mortgage operations. Known for effectively managing diverse priorities while maintaining a positive attitude and readiness to take on additional responsibilities to achieve company objectives.
Overview
20
20
years of professional experience
Work History
Branch Success and Application Help Desk Manager
Benchmark Mortgage
07.2023 - Current
- Provides concierge-level onboarding experience as a primary point of contact for new retail branches and employees.
- Develops and executes onboarding plans.
- Identifies specific needs of employees and coordinates with senior leaders to ensure smooth onboarding processes.
- Manages resolution of business and technical issues during onboarding.
- Monitors support and change management needs of new branch employees and provides feedback to executives.
- Manages a Application Help Desk team and support processes, including resource management, scheduling, and efficient/effective ticket management.
- Serves as the primary point of contact for escalted or high-priority support issues
- Coaches and trains end-users in functions, features, and basic troubleshooting of software.
- Identifies training needs by analyzing support requests and communicating needs to our Training Department.
- Authors and sends company alerts related to support issues.
- Works with our Tier 2 support team and company stakeholders on reported errors and bugs.
- Assists in user acceptance testing before release fixes.
- Responsible for updating application support policies and best practices.
- Optimizes Zendesk ticketing system workflows, leading to more organized task management and prioritization.
- Coordinates secure system access of users to various department systems and platforms.
- Recruits, trains, and supports help desk technicians.
Training and Application Help Desk Manager
Benchmark Mortgage
07.2015 - Current
- Facilitated classroom instruction and webinars
- Managed and developed a team of mortgage training specialists
- Delivered new hire training and support to all mortgage originators, loan processors, and underwriters
- Partnered with subject matter experts to create and revise learning materials and departmental procedures
- Worked closely with department leaders to ensure that all training needs were addressed
- Supported departmental initiatives and identified ways to enhance training effectiveness
- Traveled to branches across the nation to deliver on-site mortgage consultation, process improvent strategies, soft-ware implementations, and learning
- Oversaw all training expenses and budgeting
- Assisted in processing loan files, when needed
- Performed pipeline management for corporate processing in 2020-2021
- Managed the Application Help Desk. Please see current job description for detail.
Business Analyst
Benchmark Mortgage
06.2012 - Current
- Analyzed loan application and approval procedures to identify areas for streamlining and improving efficiencies
- Documented system workflows, forms, reports, dashboards, and business rules, creating user stories and/or functional use cases
- Lead fact-gathering efforts with leadership and operational teams to gather system requirements to requested solutions
- Analyze test results to identify defects, errors, and configuration issues, promptly developing and implementing resolutions
- Prepare documentation and communication strategies prior to deploying changes to production environments
- Partner with senior management on project planning activities and development of systemic solutions to solve complex business problems
- Collaborated with offshore developers on system development and fixes
Senior Loan Processor
Nationstar Mortgage, LLC
12.2003 - 05.2012
- Processed loans for Consumer Direct and Wholesale
- Extensive knowledge of FHA, Fannie Mae, Freddie Mac, USDA, and VA guidelines
- Performed pre-underwriting of mortgage loan files requiring verification of income, assets, credit, appraisal, homeowners, and title insurance
- Ensured loans were compliant with established governmental guidelines while also maintaining strict compliance with RESPA, Section 32, and HMDA
- Involved in drawing of closing documents, reviewing of executed documents when issues arose and coordinating disbursement of funds
- Provided effective communication and support to Borrowers, Underwriters and Mortgage Professionals to quickly clear stipulations needed to close loan files within guidelines
- Involved in Correspondent Lending and pre-marketing of REO properties
- Received Off the Charts performance awards and loan processor of the month on multiple occasions.
Education
High School Diploma -
Kilgore High School
Kilgore, TX05.1992
Skills
- Analytical and Critical Thinking
- Business Analysis :
- Relationship Building
- Coaching and Mentoring :
- Decision-Making
- Incident Management
- Improving Organizational Standards
- User Acceptance Testing
- Onboarding and Development
- End-User Training and Support
- Ticket Management
- Detailed Documentation
- Support Policy Planning
- Corrective Action Planning
Technology Proficiency
- Encompass
- SharePoint
- Floify
- Microsoft Office Suite
- Zendesk
- JIRA
- MMI
- NMLS
- CardTapp
- Credit Reporting Vendors
Linkedin Profile
https://www.linkedin.com/in/alison-lindsey-50281871/
References
Available Upon Request
Recognition
Awarded the prestigious core value awards from Benchmark Mortgage.
Never Quit: Possess perseverance and determination to never give up.
Warrior: Possess the ability to serve and overcome obstacles at all costs.
Dynamic: Possess creativity, innovation, adaptability, marketability, and courage.
Success: Posses the ability to work as a team on targeted goals, alignment, and planning.
Timeline
Branch Success and Application Help Desk Manager
Benchmark Mortgage
07.2023 - Current
Training and Application Help Desk Manager
Benchmark Mortgage
07.2015 - Current
Business Analyst
Benchmark Mortgage
06.2012 - Current
Senior Loan Processor
Nationstar Mortgage, LLC
12.2003 - 05.2012
High School Diploma -
Kilgore High School