CAROL DURBIN
Cuyahoga Falls,OH
Summary
Dependable and quick-learning team player with effective communication and organization skills. Well-organized professional equipped with varied experiences in various roles. Driven to increase overall efficiency while maintaining a professional and positive attitude.
Overview
33
33
years of professional experience
Work History
Compliance Coordinator
Khovnanian American Mortgage
Boynton Beach, FL
06.2021 - 09.2021
- Review Pre closing and Post closing mortgage loans to ensure compliance with FNMA/FHA/VA/USDA as well as Federal, state and local requirements utilizing Encompass Effectively communicate to all parties to ensure loans meet set requirements prior to sending loans to the investor for sale
Gap Claims Processor/Team Lead/Customer Service
Nation Safe Drivers
Boca Raton, FL
06.2018 - 04.2021
- Effectively lead a team of gap processors and enhanced the overall process for the entire team to become more confident in their respective roles - Streamlined processes to ensure maximum efficiency - Responsible for obtaining documents from customers, insurance agencies, lenders and dealership to ensure compliance with GAP contract requirements - Authority level achieved to issue payments up to $8K - Worked in a call center environment answering incoming calls and making outbound calls.
Divisional Processing Manager
Philadelphia, PA
01.2011 - 01.2017
- Transferred for an opportunity to expand a diverse team of managers, underwriters, processors and closers
- This Specialty Team worked specifically with First Time Homebuyers in conjunction with
- Ommunity Reinvestment Act and State Bond Agencies
- This team had a high focus on customer loyalty
- Continued processing, closing, and underwriting where necessary to meet customer deadlines
Regional Operations Manager
Wells Fargo Home Mortgage
Independence, OH
01.1995 - 01.2011
- Grew Operations Center from 35 to 140 employees - Responsibilities included: Coaching and training leadership team and team members, Pipeline Management, Performance Management, P & L Management with a high focus on customer loyalty.
- Held #1 position nationwide for 10 years in metrics set by Sr Leadership
- Enhanced regional branch performance by implementing proven management processes to increase revenue.
- Developed processes to save on costs and prevent losses.
- Continued processing, closing, and underwriting where necessary to meet customer deadlines
Processing Supervisor
Stow, OH
01.1993 - 01.1995
- Created production schedules to effectively fulfill production plans and meet process goals.
- Scheduled products, prepared items for sale and submitted samples for analysis to facilitate quality assurance process.
- Implemented workflow processes and pre-production of mortgage processing by analyzing production reports.
Supervisor
Wells Fargo Home Mortgage
Modesto, CA
01.1987 - 01.1993
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
- Tracked and prepared quarterly reports of sales goals to management.
Education
No Degree - Business
University of Akron
Akron, OHSkills
- Customer Service-Oriented
- Data Entry and Database Software
- Multi-Line Phone Systems
- Delivery Coordination
- Research and Data Analysis
- Multitasking and Prioritization
- Verbal and Written Communication
- Attention to Detail
- Prioritization and Time Management
- Computer Proficiency
- Courteous and Professional
- Microsoft Office Suite
- Customer Complaint Resolution
- Reliable and Punctual
- Positive Attitude and Energetic
- Positive Attitude
- Relationship Building
- Data Entry
Accomplishments
- Communication - Excellent verbal and written communication skills - Created and delivered effective presentations to a wide variety of internal and external team members including Senior Leadership while at Wells Fargo Home Mortgage
- Leadership Held various leadership roles during my tenure at Wells Fargo Home Mortgage
- Attended many leadership seminars including, but not limited to: - Emotional Intelligence (John Maxwell) - Strength Finders (Gallup) - Talent Review (WFHM - Crucial Conversations (WFHM)
Timeline
Compliance Coordinator
Khovnanian American Mortgage
06.2021 - 09.2021
Gap Claims Processor/Team Lead/Customer Service
Nation Safe Drivers
06.2018 - 04.2021
Divisional Processing Manager
01.2011 - 01.2017
Regional Operations Manager
Wells Fargo Home Mortgage
01.1995 - 01.2011
Processing Supervisor
01.1993 - 01.1995
Supervisor
Wells Fargo Home Mortgage
01.1987 - 01.1993
No Degree - Business
University of Akron
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