Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Amy Ward

Dayton

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence within the mortgage industry.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Operations Supervisor

PNC Mortgage
01.2021 - Current
  • Overseas operations workflow and assists team with executing transactions/processes.
  • Manages direct reports on the operations team.
  • Manages and is responsible for the operations workflow including achieving desired business results and key performance indicators. Assists team members with escalated issues. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures.
  • Identifies and addresses exceptions and serves as a point of escalation. Partners internally to resolve escalations and provide guidance. May interact with external customers and third parties in completing transactions or resolving escalated issues.
  • Responsible for all human resources related activities for team members. Provides coaching and development to team members. Leads team huddle/meeting and continuous improvement sessions.
  • Provides consultation and advice to service partners and customers. Leads improvement initiatives including reviewing existing processes, making recommendations and supporting the implementation of improvements. Updates standard operating procedures as appropriate. Participates in and may oversee projects.
  • Reviews reports to identify exceptions, monitor quality and ensure compliance.
  • Manages and is accountable for risk mitigation activities. Verifies completeness and accuracy of procedures. May review transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures.

Senior Vault Group Leader

PNC MORTGAGE (formerly National City Mortgage)
01.2005 - 12.2021
  • Year over year growth in responsibility to manage custody vault, meet customer deadlines, and work within strictly defined set of standards and industry regulations. Responsible for accurate intake, system documentation, audit and filing of all incoming mortgage collateral documents. Accurately process 25,000 files monthly. Recruit, train and manage diverse workforce (currently 6).
  • Oversee daily reporting. Relied upon to “solve mysteries” and identify missing or misfiled information.

Collateral Control Processor III / EBO Sales and Research Team

PNC Bank/National City Bank
01.2001 - 12.2005
  • Prepare GNMA, FHLB and Warehouse files to be sold to new custodians, which includes intense research and tracking of documents, extensive review and repair of files, and communication with other departments. Oversee various time-sensitive special projects. Apply independent thinking and problem-solving skills in areas of warehouse aging and doc custody queue. Create and assemble mortgage file folders, organize, and file mortgage documents by loan number.

Front Desk Supervisor

Hampton Inn
01.2000 - 12.2001
  • Direct the workflow and supervise staff of 7 employees. Maintain central reservations, group contracts, travel agent commissions, credit card reversals, cash drawer, and multi-line phone. Print and assess daily occupancy and housekeeping reports. Offer exceptional customer service and swiftly and courteously handle guest complaints. Assist with all hotel services including housekeeping, continental breakfast, security issues, and all guest relations.

Education

Associates Degree - Liberal Science

Miami Jacobs Career College
Dayton, OH
01.2011

Skills

  • Continuous improvement
  • Microsoft Excel
  • Warehouse experience
  • Sales
  • Research
  • Human resources
  • Cleaning
  • Organizational skills
  • Training & development
  • Supervising experience
  • Customer service
  • Project management
  • Front desk
  • Guest relations
  • Microsoft Word
  • Microsoft Office
  • Filing
  • Lexis-Nexis
  • Leadership
  • Inventory Control
  • Process Improvement
  • Interviewing

Certification

Certified Notary Public

Timeline

Operations Supervisor

PNC Mortgage
01.2021 - Current

Senior Vault Group Leader

PNC MORTGAGE (formerly National City Mortgage)
01.2005 - 12.2021

Collateral Control Processor III / EBO Sales and Research Team

PNC Bank/National City Bank
01.2001 - 12.2005

Front Desk Supervisor

Hampton Inn
01.2000 - 12.2001

Associates Degree - Liberal Science

Miami Jacobs Career College

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