Amanda M. Mann
Bridgeview,WA
Summary
General Qualifications: 26 + years combined experience in customer service 18 + years combined experience ensuring compliance within policy, procedure, and CFPB guidelines 16 + years combined experience in loan administration, and collections 16+ years training and leading team members in the finance industry 7 + years management 7 + years with Down Payment Assistance Loans and state bond programs Assistant Operation Manager with extensive background in administration and human resources. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams.
Overview
16
16
years of professional experience
Work History
Lending Operations Associate Manager
Wells Fargo Home Mortgage
09.2020 - 06.2023
- Supervise team of 32 Operation Specialists responsible for moderately complex transactional and operational tasks such as processing servicing related tasks, identifying problems, improving service levels and develop metric to measure growth and performance
- Ensure timely completion, quality and compliance within operation area
- Work independently on moderately complex issues and projects
- Identify opportunities for process improvement and risk control development and escalates issues to senior management
- Provide training, performance, evaluation and coaching of less experienced team
- Make daily supervisory decisions and resolve moderately complex business issues related to team supervision, work allocation and daily operational tasks under direction of Operations management
- Leverage interpretation of policies, procedures, and compliance requirements
- Collaborate and influence all levels of professionals including senior managers
- Lead team to achieve objectives
- Manage allocation of people and financial resources for Operations
- Mentor and guide talent development of direct reports and assist in hiring talent
- Supervised operations team to support operational excellence and excellent customer service
- Taught employees how to collaborate on daily job tasks and achieve service targets
- Developed systems and procedures to improve operational quality and team efficiency
- Communicated with customers to assess satisfaction with products and services received
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
- Developed and maintain operational guidelines for staff
- Monitored key performance metrics to identify areas for improvement
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations
Loan Document Specialist
Wells Fargo Home Mortgage
09.2019 - 09.2020
- Review all mortgage loan documents for all investors FNMA, FHA, USDA, and VA
- For compliance to make sure that processors are following all federal and state laws
- Bond Second Level Review Team
- Review all state bond program documents to make sure are compliant with their guidelines
- Record all findings into tracker for upper management
- Ensure all guidelines are met prior to sending closing documents to customer and or settlement agent
- Communicate any finding on mortgage documents to processor, underwriter, closer and management
- Created Bond Training materials for new hire
- SME for Bond Trainings
- Managed pipeline of 50+ loans
- Monitored due dates and deadlines and worked to submit all documents on time or early
- Carefully reviewed all documents and reports for completeness and accuracy
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions
Mortgage Processor
Wells Fargo Home Mortgage
06.2016 - 09.2019
- Maintain pipeline of 30 or more files for all investors - FHLMC, FNMA, FHA, USDA, and VA
- Review and collect all documents required for mortgage underwriting from borrowers, settlement agents and Mortgage Consultants
- Work with Non-Profit organizations to assist customers who are getting grants and gifts for down payment assistance and closing costs for loans
- Ensure all guidelines are met prior to submission to underwriting
- Communicate all decisions to customers and Mortgage Consultants
- Serves as mentor/trainer for new hires
- Maintain relationship with borrower throughout application process through funding
- Help customers access and setup YourLoanTracker
- Worked on Down Payment Assistances Job Aid project
- Set up and completed loan submission packages
- Reviewed financial statements and contacted institutions and customers to clarify details
Administrative Assistant
Wells Fargo Home Mortgage
12.2014 - 06.2016
- Supported 112 team members including all new hire requirements and ongoing employee relations
- Managed budgets and expenses for department including but not limited to overtime requirements for employees and day to day budgeting
- Ensured compliance for all trainings required per internal and CFPB, federal and state guidelines
- Managed all office supply requirements
- Managed all meetings throughout Vancouver FHA site
- Supported all technical and systematic errors for all team members
- Reviewed all escalated borrower issues and creates business plan in order to ensure all procedures are maintained properly
- Coordinated all meetings with senior leaders including booking and maintaining all agenda requirements
- Created and implemented new procedure requirements for needs of HPS group
Mediations Specialist
Wells Fargo Home Mortgage
01.2013 - 12.2014
- Reviewed and collected underwriting documents from borrowers and attorneys
- Served as liaison between several business units in order to ensure quality and timely decision is reached for borrower
- Ensured all guidelines were properly met prior to submission to underwriting
- Ensured all mediation conferences were maintained and properly addressed with communication required by court
- Communicated decisions to borrowers and attorneys and ensured decision was fully understood by all parties involved
- Monitored all decisions and payments required by borrower
- Maintained pipeline of 100+ accounts
- Served as mentor and trainer for all team members
- Implemented and ensured compliance with government mandated, Hope Loan Portal for all of Mediations department
- Acted as Subject Matter Expert for all escalations for Underwriting and Second Level Review departments in order to ensure profound customer experience
OnPoint Community Credit Union
11.2011 - 01.2013
- Collected funds on delinquent accounts by taking inbound and outbound calls from customers
- Prepared documentation for small claims court, sought judgments and appeared in court as representative on behalf of business
- Managed all pipelines and assisted branches with direct customer contact by transferring and posting payments
- Worked directly with real estate regarding all down ,payments, drew up legal documentation, payment plans, filing reports, and managed charge offs
- Handled all escalated calls including but not limited to accounts that have been written off, 3rd party collection agencies, and worked one on one with processing server for legal accounts
Collections team Lead, Collections Manager
Wells Fargo Financial
01.2007 - 03.2011
- Collected funds on delinquent accounts
- Trained all team members on new processes
- Created and implemented new hire training, ensuring compliance with department and legal standards
- Pulled and maintained all reporting for senior leadership
- Maintained all escalated customer calls and customer disputes
- Prepared team member score cards
- Maintained following requirements, Utilization report, Ali report, Tsys, Otis, FDR, and YOM
- Managed 43 employees time off requests, time cards, and schedules
- Forecasted staff requirements
- Oversaw teams in lieu of supervisors who were not present
- Delegated as Transition Unit Trainer
Education
High School Diploma -
Mountain View High School
Vancouver, WA06.1999
Skills
- Computer Skills:
- MS Outlook, 10-key, Excel, Power point, Access, Word
- Purchasing and Planning
- Employee Supervision
- Facilitating Change
- Project Management
- Business Development
- Operational Excellence
- New Employee Hiring
- Compliance Monitoring
- Customer Engagement
- Operations Management
Timeline
Lending Operations Associate Manager
Wells Fargo Home Mortgage
09.2020 - 06.2023
Loan Document Specialist
Wells Fargo Home Mortgage
09.2019 - 09.2020
Mortgage Processor
Wells Fargo Home Mortgage
06.2016 - 09.2019
Administrative Assistant
Wells Fargo Home Mortgage
12.2014 - 06.2016
Mediations Specialist
Wells Fargo Home Mortgage
01.2013 - 12.2014
OnPoint Community Credit Union
11.2011 - 01.2013
Collections team Lead, Collections Manager
Wells Fargo Financial
01.2007 - 03.2011
High School Diploma -
Mountain View High School