Summary
Overview
Work History
Education
Skills
Timeline
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Christina McDaniel

Charlotte,N.C

Summary

In my previous finance roles, I consistently demonstrated strong people and leadership skills by managing the different teams I was a member of, fostering collaboration, and driving results through communication. I built relationships with customers and different departments within Wells Fargo, and mentored new hires team members, helping them grow professionally. My ability to motivate teams, resolve conflicts, and align everyone towards common goals has been key to achieving success and delivering on organizational objectives.

Overview

16
16
years of professional experience

Work History

Sr. Operations Specialist

LPL Financial
12.2023 - Current
  • Monitoring accounts below program funding requirements and missing documents for termination
  • Direct Bill maintenance and processing
  • Fee adjustment processing – cycle changes, terminations, rep changes, conversions and billing corrections
  • Coordination with internal departments for processing of journals, distributions, account opening, trading, compliance and performance
  • Assist with resolution of fee and termination inquiries and issues
  • Processing – fee posting, manual batch tickets, custom billing processing and batching
  • Updating/Maintaining accurate policy and procedure documents

Guest Services Associate

Hyatt
01.2023 - 12.2024
  • Provide Hyatt guests with exceptional customer service throughout the inbound reservation process
  • Strong verbal and written communication skills, the ability to work independently, and have the aptitude and ability to successfully perform in a sales role, in union with a high degree of customer service orientation
  • Multi-task (talk, type, search multiple screens) without impact to the guest

Whole Sale Credit Administrative Associate

Bank of America
01.2020 - 01.2022
  • Responsible for supporting the end-to-end regulatory HMDA (Home Mortgage Disclosure Act) reporting for the Ultra High Net Worth Clients partnering with the Underwriting team
  • Performs complete file review inclusive of underwriting and closing documentation as well as some underwriting systems
  • Provides support for inline reviews of the HMDA packages
  • Develops new and continuously reviews existing procedures and technology for more efficient workflows, and drives implementation as applicable
  • Responsible for data integrity and compliance with Credit Policy, process, procedures and regulatory guidelines

Operational Risk Consultant

Wells Fargo
01.2019 - 12.2019
  • Responsible for developing, implementing and monitoring a risk-based program to identify, assess and mitigate any operational risk that arises from inadequate or failed internal processes, people, systems or external events, while maintaining a balance between risk mitigation and operational efficiency
  • Provided oversight to an operational risk program
  • Works with assigned business units and provides operational risk expertise and consulting for projects and initiatives with moderate to high risk
  • Provided senior-level support for systems security-related issues
  • Developed testing strategies and methodologies; evaluates the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; analyzes business and/or systems changes to determine impact; identifies and assesses operational risk issues and assigns risk ratings consistent with established policy standards
  • Consults with business to develop corrective action plans and effectively manage change
  • Identified training opportunities; may design/coordinate the development of training materials and delivers training
  • Reported findings and drafts recommendations to mitigate risk to operational risk and business line management
  • Coordinates production of periodic operational risk performance reports for senior management, including trend analysis and recommended strategies
  • Managed project teams and provide guidance to less experience specialists /consultants

Quality Assurance Analyst

Wells Fargo
01.2018 - 12.2018
  • Responsible for assessing and/or reviewing entities formation documentations to ensure compliance with internal company requirements and/or agency or government regulations
  • Identify risks and/or problems are clearly documented and interact with appropriate parties for timely resolution
  • Validated and documented new business entity information to confirm Wells Fargo was compliance with the USA PATRIOT Act, Bank Secrecy Act (BSA)/Anti-Money laundering and (AML) requirements
  • Provided guidance to Business Banking Managers, Business Relationship managers, Credit Analyst and Underwriters to assist with on boarding new customers into the bank
  • Responsible for assessing and/or reviewing entities formation documentations to ensure compliance with internal company requirements and/or agency or government regulations
  • Verified secretary of state documents, to Identify risks and/or problems are clearly documented and interact with appropriate parties for timely resolution
  • Managed a pipeline of about 60 cases on average
  • Determined customer risk rating
  • Submitted investigation request for negative news
  • Submitted risk recommendations to requested department
  • Added and updated new customers in cornerstone program

Mortgage Processor 4 (SAFE)

Wells Fargo
01.2016 - 12.2018
  • Timely and clear communication with customers, HMCs, settlement agents, brokers, and other counter-parties to obtain missing information and documentation for the loan file
  • Obtained and possibly clearing some approval stipulations
  • Submitted loan file to underwriting for review
  • Ensuring all compliance and underwriting guidelines are met
  • Entering loan information into the system
  • Prioritizing and managing assigned pipeline to meet anticipated closing date and performance metrics
  • Provided guidance and training to other Mortgage Processors as a SME
  • Worked on Special Project for Business Banking Group as a Research Remediation Analyst
  • Audit quality risk analysis report to ensure accuracy and partner with Quality Assurance Analyst to provide feedback
  • Receive requests from enterprise complaint teams to provide standard servicing verbiage for deposit products
  • Track productivity and quality metrics to ensure processors meet Service Level Agreements
  • Completed coaching sessions for team
  • Assign work to designated queues
  • Ensure the team is meeting minimum performance expectations
  • Assisted with team meetings
  • Handled escalated customer issues
  • IT Help Desk support for department

Mortgage Closer 4 (LO)

Wells Fargo
01.2015 - 12.2016
  • Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines
  • Responsible for the mortgage closing process after final decision
  • Follows up with 3rd parties and customers to obtain closing related documents
  • Verifies accuracy and consistency of specifications on documents
  • Answered questions regarding closing requirements
  • Review mortgage loans to analyze outstanding items before closing
  • Audit loan closing documents
  • Provide guidance and training to other Mortgage Closers as a Team Lead
  • Training and conducting training classes for new hires
  • Worked as part of management and supervisory staff as Team Lead

Loan Document Specialist 3

Wells Fargo
01.2014 - 12.2015
  • Responsible for performing a variety of loan documentation duties on moderately complex loans, using comprehensive knowledge of policies and procedures for loan products
  • Closing and compliance for loan products; interpreting policies while analyzing applicant, property and documentation; ordering all required verifications, documentation and subsequent follow ups
  • Monitored and tracked any items that are out of compliance, creating appropriate documentation
  • Collaborating with internal and/or external business units to resolve escalated issues
  • Complete research using various systems to resolve issues that may delay disbursement
  • Worked manual credit disclosure reports and exception processes
  • Interpreting policies while analyzing applicant documentation
  • Completion of all required verifications, documentation, and subsequent follow ups

Mortgage Processor

Wells Fargo
01.2011 - 12.2013
  • Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines
  • Communicate and coordinate with multiple servicing departments both internal and external to Wells Fargo
  • Ensure necessary information and complete packages are received in a timely manner
  • Maintained, tracked, and logged in multiple systems
  • Collected and reviewed documents from customers for loan processing
  • Obtaining and possibly clearing some approval stipulations
  • Submitted loan file to underwriting for review
  • Ensuring all compliance and underwriting guidelines are met
  • Entering loan information into the system
  • Prioritizing and/or managing assigned pipeline to meet anticipated closing date and performance metrics
  • Communicating with Foreclosure attorneys, Bankruptcy attorneys and Credit consoling agency for the customers
  • Assisted in the processing of Office of the president files
  • Provided guidance and training to other Mortgage Processors as a SME and assisted in work director and management duties
  • Worked as part of management and supervisory staff as Team Lead
  • Training of new hires

Loan Servicing Specialist

Wells Fargo
01.2009 - 12.2011
  • Evaluates customer's financial situation and negotiates for full payment or creates terms for repayment
  • Assist with compiling statistical reports and other special department projects
  • Required to compose written documents for the department manager
  • Responsible for collateral analysis
  • Provide guidance and training as a SME
  • Interpreted and document information from various sources within the company's computer systems
  • Used auto-dial system to initiate customer contact and determine reason for delinquency
  • Senior representative assisted in manager and Team Lead duties for my team
  • Quality monitoring and coaching of team mates
  • Handled escalated calls and manager call back calls
  • Floor support
  • Assisted in the training of new hires on policies and procedures
  • Provide guidance to resolve the most complex problems
  • Worked as part of management and supervisory staff as a Team Lead
  • Training of new hires
  • assigned as the manager and completed all of the manager duties while manager was on maternity leave.
  • experience with completing coaching's, side by sides, trainings with new hires, etc..

Education

Assisted Living Administrator in Training Certification -

Central Piedmont Community College
Charlotte, NC
05.2020

Medical Assisting Diploma -

Brookstone College of Business
Charlotte, NC
01.2015

Skills

  • Team Leadership
  • Customer Service Excellence
  • Performance Management
  • Staff Training & Development
  • Conflict Resolution
  • Data Analysis & Reporting
  • Call Center Software (eg, Zendesk, Five9, Avaya)
  • Process Improvement
  • Quality Assurance & Monitoring
  • Budget Management
  • KPI Setting & Tracking
  • Communication & Interpersonal Skills
  • Problem Solving & Critical Thinking
  • Multitasking & Time Management
  • Employee Motivation & Engagement
  • Change Management
  • Customer Retention Strategies
  • Sales & Upselling
  • Scheduling & Workforce Optimization
  • Crisis Management

Timeline

Sr. Operations Specialist

LPL Financial
12.2023 - Current

Guest Services Associate

Hyatt
01.2023 - 12.2024

Whole Sale Credit Administrative Associate

Bank of America
01.2020 - 01.2022

Operational Risk Consultant

Wells Fargo
01.2019 - 12.2019

Quality Assurance Analyst

Wells Fargo
01.2018 - 12.2018

Mortgage Processor 4 (SAFE)

Wells Fargo
01.2016 - 12.2018

Mortgage Closer 4 (LO)

Wells Fargo
01.2015 - 12.2016

Loan Document Specialist 3

Wells Fargo
01.2014 - 12.2015

Mortgage Processor

Wells Fargo
01.2011 - 12.2013

Loan Servicing Specialist

Wells Fargo
01.2009 - 12.2011

Medical Assisting Diploma -

Brookstone College of Business

Assisted Living Administrator in Training Certification -

Central Piedmont Community College

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Christina McDaniel