Angela Moore
Frisco,United States
Summary
Dynamic operations leader with a proven track record at Morgan Stanley, specializing in operational policy development and client relationship management. Recognized for expertise in risk assessment and process improvement, leading to notable enhancements in employee retention and client satisfaction. Demonstrated ability to drive significant business growth through strategic planning and effective communication. Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Overview
21
21
years of professional experience
Work History
Director of Operations Home Loans
Morgan Stanley, Wealth Management
Coppell, TX
06.2022 - Current
- Developed and implemented operational policies and procedures to improve efficiency.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Successfully improved employment turnover through creating incentive and training programs.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication, and dynamic interpersonal skills.
- Achieved client loyalty through quality, productivity, service, and proactive management.
- Advised and counseled customers on financing and related matters, courteously educating clients and responding to inquiries.
- Delivered positive experiences to customers at every touchpoint through clear communication, and implementing strategies to improve satisfaction.
- Maximized and maintained client satisfaction in all aspects of credit management.
- Streamlined communication efforts by measuring client satisfaction metrics.
- Established strong client relationships to drive business development.
- Obtained borrowers' refinance documentation to review and approve mortgage credit certificate reissues.
- Reviewed titles and appraisals to validate properties to meet insurer and guarantor guidelines.
- Reviewed and evaluated loan applications and supporting documents.
- Maintained compliance with company and regulatory policies.
- Drafted reports on assessment findings and sent documents to loan officers for review.
- Analyzed loan risk and reviewed loan conditions and requirements.
- Managed validation of documentation to regulate underwriting and closing requirements.
- Negotiated terms and conditions of loans with customers in order to meet customer needs while adhering to company standards.
- Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
- Maintained knowledge of current laws, regulations, industry trends, technology advancements, competitive products and services. related to the mortgage industry.
- Coordinated activities with other departments to expedite work and improve collaboration.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Led cross-functional teams in the development of innovative solutions to complex problems.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Delegated work to staff, setting priorities and goals.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Texas Regional Manager Lending Officer NMLS
First Guaranty Bank
McKinney, TX
06.2020 - 04.2021
- Conducted independent analysis and assessment to resolve strategic issues. Provided expert financial advice on mortgage and both educational and personal loans for the entire Texas Region. Trained incoming processors on mortgage lending. Fannie Mae and Freddie Mack DU and LP automation. Attending all closings in the TX region. Exceeded quarterly sales goals. Educated customers on variety of loan products and available credit options to promote valuable decision-making. Performed daily maintenance of loan applicant database. Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports. Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan. Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers. Delivered prompt, accurate and excellent customer service
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Sr. Account Manager II
loanDepot
Plano, TX
03.2020 - 06.2020
- Manage customer relationship from Commitment and take all necessary steps in accordance with internal policies and procedures to bring the transaction to a ready close status. Applying processing and underwriting skills. External and internal parties from origination to funding. Provide updates to borrower along with supplemental loan documentation. Coordinate borrowers closing appointments by providing the closing agent the loan documents. Adhering to establish turn time, productivity and quality metrics.
Financial Center Lending Officer
Bank of America
Frisco, TX
06.2019 - 06.2020
- Provided expert financial advice on mortgage and both educational and personal loans. Exceeded quarterly sales goals. Educated customers on variety of loan products and available credit options to promote valuable decision-making. Performed daily maintenance of loan applicant database. Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports. Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan. Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers. Delivered prompt, accurate and excellent customer service. Prioritized accounts based on total amount owed and credit bureau reports. Adhered to regulatory and company security and audit procedures. Loaded consumer loan applications into Salesforce, i Originate, Interact software program. Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues. Delivered informational sales presentations to potential investors to build symbiotic client relationships.
Senior Mortgage Loan Officer
Independent Financial Advisors
McKinney, TX
04.2016 - 05.2019
- Maintained relationships with high-profile and return clients. Maintained effective customer communications and built strong customer relationships. Visited and investigated local companies to determine exact needs and meet them. Promoted exemplary leadership by communicating the company's goals and strategic vision. Sustained customer base by facilitating market research to formulate brand strategies. Secured long-term accounts by identifying client needs and providing recommendations to promote brand effectiveness and product benefits and delivering product on time. Educated customers on the variety of loan products and available credit options. Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports. Assisted senior-level credit officers with complex loan applications. Negotiated with new clients and closed on long-term agreements. Followed up with existing customers to increase purchases of products and services. Handled client inquiries with exceptional professionalism and enthusiasm. Seasoned Loan Officer highly effective at taking on challenging objectives and exceeding expectations. Team-oriented professional who excels in fast-paced, high-demand environments. Eager to work alongside customers to achieve solutions that meet their needs and drive company growth. Approved loans that met specifications. Submitted applications to credit analysts. Monitored loan serving agreements and loan covenants to ensure compliance. Delivered prompt, accurate and excellent customer service.
Executive Administrative Assistant
Raytheon
McKinney, TX
04.2006 - 04.2016
- Coordinated materials for program needs, including physical files, tracking spreadsheets and update reports. Adhered to security requirements by screening visitors, updating logs and issuing passes. Executed on-time and under-budget project management on complex legal issues for senior leadership. Identified and analyzed legal documents, discover documents, and contracts.
Senior Mortgage Loan Officer
Amerinet Mortgage
McKinney , TX
12.2003 - 12.2006
- Processed challenging loan applications for first-time borrowers, self-employed applicants and borrowers with problematic credit histories.
- Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
- Resolved concerns and answered questions for parties involved with each transaction to promote successful outcomes.
- Complied applications and paperwork and double-checked for accuracy.
- Submitted applications to credit analysts.
- Developed and maintained relationships with local real estate agents.
- Approved loans that met specifications.
- Evaluated loan contracts and notified supervisors of document discrepancies.
- Verified applicant information by consulting with outside agencies, credit bureaus and businesses.
- Educated customers regarding actions and strategies for debt repayment.
- Kept detailed records regarding approved, denied and received loan applications.
Education
Paralegal Studies
SMU
Dallas Center, IA05.2013
Associate of Applied Science - Business Administration And Management
University of Phoenix
Tempe, AZ07.2009
Skills
- Operational policy development
- Regulatory compliance
- Risk assessment
- Process improvement
- Project management
- Employee training
- Client relationship management
- Staff delegation
- Strategic planning and execution
- Quality assurance
- Operations oversight
- Leadership training
- Customer relations
Timeline
Director of Operations Home Loans
Morgan Stanley, Wealth Management
06.2022 - Current
Texas Regional Manager Lending Officer NMLS
First Guaranty Bank
06.2020 - 04.2021
Sr. Account Manager II
loanDepot
03.2020 - 06.2020
Financial Center Lending Officer
Bank of America
06.2019 - 06.2020
Senior Mortgage Loan Officer
Independent Financial Advisors
04.2016 - 05.2019
Executive Administrative Assistant
Raytheon
04.2006 - 04.2016
Senior Mortgage Loan Officer
Amerinet Mortgage
12.2003 - 12.2006
Paralegal Studies
SMU
Associate of Applied Science - Business Administration And Management
University of Phoenix
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