Charity Frazee
Casa Grande,AZ
Summary
Detail oriented, analytical, and reliable with heavy emphasis on operational success and development. Comprehensive background including sales, management, operations analysis, customer service, relationship building, marketing, key account management, and business coaching/training. Excellent communication skills including organizational skills with an attention to detail, adept at analysis, research, and presenting innovative ideas to solve complex problems.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Operations Manager
The Reynolds Team
Scottsdale, Arizona
10.2020 - Current
- Manages and directs the daily activities of the mortgage operations department
- Oversee all lending functions which includes sales, processing, and closing
- Assists Loan Officers within the branch with all aspect's of 1003 accuracy, verification of document accuracy, guidelines, and qualifying failure reasons
- Audit of all initial and conditional documentation prior to submission to ensure complete folders for efficient processing
- Managed and trained all support team members
- Primary contact for all customer complaints
- Resolve escalated loan files with qualifying issues
- Responsible for implementing systems to improve workflow efficiency
- Reconciliation of all commissions/bonuses for sales and processing teams.
Solution Consultant/Operations Manager
Freedom Mortgage previously JG Wentworth
Phoenix, Arizona
02.2019 - 09.2020
- Managed and directed the daily activities of the mortgage operations department
- Assisted on suspended loans to find solutions for approval
- Assisted all Loan Officers within the branch with any and all aspects of 1003 accuracy, verification of document accuracy, guidelines, and qualifying failure reasons
- Held regular training's with Loan Officer's to ensure accurate and clean loan applications were being submitted
- Implemented processes and procedures to improve efficiency.
Mortgage Consultant
Tri-Pointe Connect
Scottsdale, Arizona
05.2018 - 11.2018
- Aligned with agents on-site in the sales office to assist in Pre-Approving potential buyers
- Collaborated with Loan Depot processors and underwriters for loan approval
- Communicated with builder on a regular basis to ensure construction schedules were in line with the process of the loan
- Ensured contingencies were met on purchase contracts
- 95%+ survey satisfaction based on LO responsibilities.
Mortgage Advisor
snapfi, Inc.
Scottsdale, Arizona
08.2017 - 02.2018
- Assisted in developing systems and processes for this start-up company
- Worked with IT team on Salesforce development/integration into Encompass
- Worked with IT team on creating and building an online web application
- Assisted in the beta-testing for Salesforce and the online web application
- Created a marketing plan based on lead sources - acquisition costs
- Trained new employees in Salesforce and Encompass
- Ensured application was fully detailed and accurate with AUS approval prior to submission
- Resolved closing and processing obstacles to ensure successful settlement
- Emphasis on manual underwriting approvals for non-Qualified Mortgage (QM) and Jumbo products
- Regular, daily loan officer responsibilities.
Mortgage Advisor
Sindeo, Inc.
Scottsdale, Arizona
04.2016 - 06.2017
- Assisted with IT on Salesforce development/integration
- Served as a beta-tester for Salesforce and online web application
- Collaborated with third party processors, account executives and underwriters for loan approval
- Collection of documentation to assist in processing the loan to ensure at least 85% closing rate
- Familiar with portals and processing/underwriting platforms and processes of over 40 wholesale lenders
- Successfully guided clients through brokered loan submissions, approvals, and closings while ensuring processing Service Level Agreements were met
- Planned, designed, and assisted in implementing technology, operation, and pipeline management systems with branch manager.
Executive Mortgage Banker
Quicken Loans
Scottsdale, Arizona
04.2013 - 11.2015
- Consulted with clients regarding their current and future financial standing in a professional and welcoming manner, leading to being Banker of the Month nine consecutive times
- Recognized as a top producer (top 10%) and awarded for >95% pull-through rate on originated volume
- Responsible for curating training material and holding monthly sales meetings to train on the aspects of producing complete and accurate files for newly hired mortgage bankers
- Administered live coaching and call reviews with new team members.
Dental Practice Management Consultant
Mercer Advisors
Scottsdale, Arizona
06.2007 - 03.2013
- Assisted in the development of On-Track and launched the software live while serving as a beta-tester with clients
- Provided business coaching for dental teams to improve the performance of the overall practice, with heavy emphasis on business processes
- Implemented new collections, production, and client base growth strategies, P&L monitoring, and cash flow efficiency
- Ensure team members followed clinical requirements
- Managed the behavioral and financial application, OnTrack, through solution-focused sales analysis and auditing
- Responsible for management of over 50 practices while cross-selling programs and services that increased gross production by $150,000 (over 25%) in 12-month period
- Oversaw the transition of new associates into the practice and supervised exit strategy and retirement of several senior partners.
Regional Dental Manager
Arizona Dental Group
Scottsdale, Arizona
06.2003 - 12.2006
- Managed team and schedules for over 28 employees in 2 locations
- Involved in the hiring and training of new employees while serving as a liaison between the owners and the team
- Managed production and collections to improve the overall profitability of the practices by reducing overhead, increasing production, and increasing collections
- Reduced 90-day delinquency in Accounts Receivable from 36% to 7% by implementing and facilitating enhanced and ethical collection practices
- Improved retention rate by 23% during overdue patient re-engagement campaign
- Structured new treatment and financial plans for patients to improve case acceptance by over 50%.
Education
Bachelor of Science in Kinesiology -
Arizona State University
Skills
- Operational success
- Sales
- Management
- Operations analysis
- Customer service
- Relationship building
- Key account management
- Business coaching/training
- Communication skills
- Organizational skills
- Attention to detail
- Analysis
- Research
- Problem-solving
- Organizational Management
- Performance reporting
- Customer Retention
- Data Analysis
- Workflow Optimization
- Document Control
- Business Development
- Production
- Performance monitoring
- Process Improvement
- Customer Service
- Goal Setting
- Performance Evaluations
- Team Leadership
- Staff Training
- Policies and procedures implementation
- Problem-Solving
- Client Relations
- Strategic Planning
- Performance Management
- Troubleshooting and problem solving
- Business and Operations Management
- Continuous improvements
- Operations Monitoring
- Operations Management
- Operations Oversight
- Team Building/Leadership
- High-pressure environments
- Process Improvements
- Planning and Implementation
Certification
- Life Insurance and Annuities Certification- FL
- 1054468, NMLS License, AZ, CA, CO, CT, DC, FL, HI, ID, IL, IA, MA, MI, MO, NH, NJ, OK, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI, WY
References Available
True
Timeline
Operations Manager
The Reynolds Team
10.2020 - Current
Solution Consultant/Operations Manager
Freedom Mortgage previously JG Wentworth
02.2019 - 09.2020
Mortgage Consultant
Tri-Pointe Connect
05.2018 - 11.2018
Mortgage Advisor
snapfi, Inc.
08.2017 - 02.2018
Mortgage Advisor
Sindeo, Inc.
04.2016 - 06.2017
Executive Mortgage Banker
Quicken Loans
04.2013 - 11.2015
Dental Practice Management Consultant
Mercer Advisors
06.2007 - 03.2013
Regional Dental Manager
Arizona Dental Group
06.2003 - 12.2006
Bachelor of Science in Kinesiology -
Arizona State University
- Life Insurance and Annuities Certification- FL
- 1054468, NMLS License, AZ, CA, CO, CT, DC, FL, HI, ID, IL, IA, MA, MI, MO, NH, NJ, OK, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI, WY
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