Hi, I’m
April Archuleta
West Jordan,Ut
Remember that not getting what you want is sometimes a wonderful stroke of luck.
Tenzin Gyatso, Fourteenth Dalai Lama
Summary
I am a collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Focused on finding solutions and meeting deadlines. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
20
years of professional experience
1
Language
Work History
Academy Mortgage Corporation
Senior Manager Loan Servicing Operations-IR
03.2022 - 05.2023
Job overview
- Management of daily processes for an Investor Reporting team of 4 associates
- Execution of daily reporting of mortgage data and key elements, transfer of funds to both agency and non-agency investors including FNMA and Freddie Mac and Academy stakeholders
- Monthly Investor Reconciliations, Suspicious Activity Reporting, and daily cash management for a $10 billion portfolio
- Management and execution of State and Investor Specific Audits
- Oversight for current sub-servicers to ensure compliance with contractual service agreement, annual on-site reviews of service procedures and portfolio performance
- Successful completion of 2 FNMA Cash Remittance Audits 2019 and 2023 with 100%
- Successful completion of 1 Freddie Mac Cash Review audit in 2023 with 100%
- Successful completion of 3 separate MSR sales to 3 different servicing firms within an 8 month time span, totaling over $500 million in profit, 2nd quarter of 2023.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
Academy Mortgage Corporation
Escrow Administration Manager
06.2020 - 03.2022
Job overview
- Management of the Escrow Administration department of 12 associates
- Annual Interest application and accounting requests for over 80% of Academy Origination portfolio
- Direct processing of Annual 1098 Tax Statements, filing to the IRS and coordination of annual disbursement for over 100k+ customers
- Streamlined office processes by implementing efficient organizational strategies and time management techniques.
- Reduction of over 85% of past due tax and insurance policies over a 12 month period.
- Enhanced communication efficiency by creating comprehensive internal documentation and updating office policies for clarity.
- Maintained open lines of communication between departments through effective liaison duties that fostered collaboration efforts.
Academy Mortgage Corporation
Contact Center Manager
06.2015 - 06.2020
Job overview
- Direct management of a team of 15 Contact Center Specialists
- Implementation of company call compliance KPI, Maintained 99.3% regulatory compliance for 48 consecutive calendar months
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Select Portfolio Servicing
Supervisor -Associate Resource Center
03.2013 - 06.2015
Job overview
- Managed team of 17 coaching associates
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Education
Salt Lake Community CollegeSalt Lake City, UT
Associate of Arts from Business Administration And Management
06.2026
West High School, UT, USSalt Lake City, UT
High School Diploma
06.1998
Skills
- 15yrs Loan Servicing
- 20yrs Customer Service
- Data Analysis
- Client Onboarding
- Effective Communication
- Default Management
- Escrow Administration
- Process Management
- Cross-Functional Collaboration
- Regulatory Compliance
- Project Management
- Call Center Management
- Talent Development
- Reporting Oversight
- Resource Allocation
References
References and additional information available upon request.
Availability
See my work availability
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Available
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wednesday
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saturday
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morning
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evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsPaid time off401k matchWork from home optionPersonal development programsFlexible work hoursTeam Building / Company RetreatsTimeline
Senior Manager Loan Servicing Operations-IR
Academy Mortgage Corporation
03.2022 - 05.2023
Escrow Administration Manager
Academy Mortgage Corporation
06.2020 - 03.2022
Contact Center Manager
Academy Mortgage Corporation
06.2015 - 06.2020
Supervisor -Associate Resource Center
Select Portfolio Servicing
03.2013 - 06.2015
Salt Lake Community College
Associate of Arts from Business Administration And Management
West High School, UT, US
High School Diploma