ASHLEY LUDEMANN
Omaha,USA
Summary
Operations and client-focused leader with over 15 years in financial services. Demonstrated success in leading high-performing teams to enhance operational efficiency and implement data-driven solutions that boost client satisfaction. Expertise in relationship building, complex issue resolution, and driving strategic improvements across cross-functional teams.
Overview
19
19
years of professional experience
Work History
Manager, Card Services
Fiserv Solutions, Inc
Omaha, NE
04.2023 - Current
- Manage a team of 21 Card Services professionals in Omaha, NE & Berkeley Heights, NJ
- Processed fraud and dispute claims across multiple networks, resolving client inquiry tickets to enhance customer satisfaction.
- Reviewed quality of client inquiry ticket processing, ensuring timely and accurate responses to enhance client communication.
- Assisted with the build and implementation of automation processes to reduce the touches required by the analysts.
- Monitored automation processes for accuracy and efficiency, promptly identifying issues to minimize client impact.
- Successfully reduced aging from day 45+ to day 10 and below through efficiency improvements.
- Monitored compliance with regulatory requirements to maintain industry standards.
- Manage and create reporting to ensure cases are moved efficiently and correctly.
- Assist staff with complex case scenarios and decision making. Weigh risk of decisioning with the goal of recovering funds for our clients.
- Interview, hire and train new staff.
- Work closely with Directors and VPs to improve employee engagement.
- Successfully manage a team across multiple time zones and remotely.
Manager, Mortgage Operations
PenFed Credit Union
Omaha, NE
07.2019 - 11.2022
- Manage a Mortgage Operations team of 15+ in Omaha NE, San Antonio TX, Puerto Rico & Guam
- Oversaw pipeline to ensure timely loan closures while maintaining quality control.
- Managed production standards for team of direct reports, ensuring alignment with operational goals.
- The team consistently met production goals and quality standards through effective collaboration.
- Review and coach the team on quality standards and their individual & team progress.
- Conduct daily team huddles to review departmental changes, training items, goals, progress and accomplishments.
- Instruct staff on how to handle complex loan scenarios and assist with reviewing complex income situations.
- Identified and resolved departmental issues, enhancing efficiency, employee satisfaction, and member satisfaction.
- Work with upper management to resolve member concerns. This includes exception requests, fee waivers and policy changes.
- Handle escalated member calls and provide excellent member service.
- Prepared and reviewed daily reports to comply with laws, regulations, and guidelines.
- Successfully manage a team across multiple time zones and remotely.
- Built strong, respectful relationships with peers and team.
- Review and make decisions regarding staffing needs.
- Interview and hire new staff.
- Assist with training of new managers to improve their coaching techniques and skills.
- Created an independent team capable of handling the most complex loan scenarios and members.
Assistant Manager, Mortgage Operations
PenFed Credit Union
Omaha, NE
10.2015 - 07.2019
- Manage a Mortgage Operations team in Omaha NE, Papillion NE and Alexandria VA.
- Oversee pipeline to ensure loans close on time and maintain quality.
- Handle escalated member calls and provide excellent member service.
- Elevated member service scores through targeted coaching and mentoring initiatives.
- Review and coach the team on quality standards and their individual & team progress.
- Instruct staff on how to handle complex loan scenarios and assist with reviewing complex income situations.
- Prepared and reviewed daily reports to ensure compliance with laws, regulations, and guidelines.
- Work closely with the Manager to establish & implement department policies, goals, objectives and procedures.
- Conduct daily team huddles.
- Facilitated monthly 1:1 meetings to provide personalized support and feedback for staff development.
- Interview and hire new staff.
- Managed remote office in Dallas, TX and assisted with the training, opening & implementation of the branch.
- Developed and implemented morale-boosting activities to enhance team cohesion and engagement.
- Assisted with the development of the loan distribution process for MLAs & Processors.
Supervisor, Mortgage Operations
PenFed Credit Union
12.2012 - 10.2015
- Supervised a team of up to 8 loan processors to ensure operational efficiency.
- Implemented training sessions on RESPA regulations to promote compliance and enhance processing tasks.
- Resolved escalated files and member complaints, significantly improving customer satisfaction.
- Addressed employee grievances to cultivate a positive work environment.
- Streamlined department operations.
- Reviewed tax returns and calculated income for self-employed borrowers.
- Coordinated multiple initiatives regarding outsourced partner company.
Early Career
PenFed Credit Union
02.2007 - 11.2012
- Mortgage Loan Processor
- Senior Collections Specialist
- Collections Specialist
- Member Service Representative
Education
B.A. - Management
Bellevue University
Bellevue, NE07-2015
Skills
- Client relationship management
- Process improvement
- Reporting analysis
- Tableau expertise
- Client360 knowledge
- Stakeholder engagement
- Team leadership
- People management
- Process management
- Efficiency improvement
- Strategic planning
- Analytical skills
- Critical thinking
- Microsoft Office proficiency
- Verbal communication
- Prioritization
- Attention to detail
- Written and oral communication
Timeline
Manager, Card Services
Fiserv Solutions, Inc
04.2023 - Current
Manager, Mortgage Operations
PenFed Credit Union
07.2019 - 11.2022
Assistant Manager, Mortgage Operations
PenFed Credit Union
10.2015 - 07.2019
Supervisor, Mortgage Operations
PenFed Credit Union
12.2012 - 10.2015
Early Career
PenFed Credit Union
02.2007 - 11.2012
B.A. - Management
Bellevue University