Christine Kelley
Chicago,IL
Summary
Self-motivated professional with a solid education and employment background. Highly organized and meticulous with details, always placing a premium on accuracy. Efficiently manages reports; prioritizing according to need, making instant decisions, and applying them to meet given deadlines. Effectively maintains professionalism at all times in high-pressure, fast-paced work environments.
Experienced with operational management, focusing on enhancing support structures and efficiency. Utilizes strategic planning and problem-solving to ensure seamless operations. Strong understanding of team leadership and process optimization.
Knowledgeable Desired Position with solid background in streamlining operations and enhancing support processes. Proven track record of implementing effective solutions to improve workflow efficiency and team productivity. Demonstrated skills in problem-solving and team leadership.
Professional in operations support, well-prepared for this role with strong track record. Skilled in process optimization, resource allocation, and performance management. Known for effective team collaboration, adaptability, and results-driven approach. Reliable and able to meet changing organizational needs with focus on efficiency and continuous improvement.
Overview
17
17
years of professional experience
Work History
Operations Support Manager / District Processing Manager / Processing Manager
Loan Depot
08.2019 - 05.2025
- Operations Support Manager
- Condo Coordinator Manager
- Brokered-out Coordinator Manager
- Loan Processing Assistant Manager
- Appraisal Delivery Compliance Trainor
- Respa/Initial and Re-Disclosure Manager
- CD Prep and Delivery / Monthly Audit controls
- Built Process Flow / Report enhancements for Quality Production
- District Processing Manager
- Support Regional Managers
- Manage Processing Managers
- Achieve District goals for Production
- Compliance and Pipeline Management
- Underwriting Support for Conventional loan approvals/ assignments to underwriting staff
- Training and goal setting for Processing Managers and support staff within the district
- Processing Manager
- Maintain production / Pipeline management/ Exceed Monthly Goals
- Support to Charmain Elite Loan Officers
- Development of processing staff to exceed monthly goals
- Development training and compliance expert
- Achieved Pinnacle Award Status Quarterly – Top Performing Manager
Regional Loan Production Assistant & Processing Manager
Peoples Home Equity/ Parkside Lending
01.2018 - 11.2018
- Develop and Manage production of all Loan Officer Assistants companywide for quality submissions
- Processing Pipeline Management to ensure Quality and Target goals met
- Maintain Timeline efficiency in all Departments to meet SLA agreements
- Oversee the production of Upfront Disclosures and Loan Set up
- Manage all assignments in underwriting for conditions and initial reviews
- Quality control audits to maintain regulator standards on all loans
National Processing Manager / Operations Manager
Midwest Equity Mortgage
06.2016 - 10.2017
- Oversee all processing in 13 offices, consisting of 40 plus staff members
- Responsible for Projecting, and Managing pipeline to 80 – 90 Percent fall out ratios
- Develop and Manage Closing Disclosure Team
- Develop and Manage Re-disclosure Team and Oversee Branch Processing/ Opening procedures
- Daily pipeline management with QC of all departments
- Business Development with Regional Sales Manager
- Review of Resubmission to CTC for underwriting
- Prepare and Manage Daily Underwriting Assignments and production
- Training classes weekly for growth and production efficiency
- Manage daily Closing, and post closing assignments and deficiencies
- Report Directly to Managing Directors for goal setting, and Quality Management for production
AVP Operations and Processing Manager
Wintrust Mortgage
08.2012 - 06.2016
- Supervise and lead 8 locations consisting of 25 -30 staff members
- Daily Pipeline Management of Processing and Opening departments
- Daily Coaching and Development of Staff – Foster relationships with Regional Sales Managers to increase production and funding ratios
- Month Projections and closing ratios
- Compliance and Regulatory Training
- FHA, VA, IDHA , Conv, Brokered out transactions training for Specialty loans
- Recruitment for new talent
- Continued education for staff to enhance performance
- QC & Post funding audits and rebuttals
- Report directly to Senior Vice President of Operations – Project Management expert
- Develop and empower relationships with Department Heads to continually improve process flow
- Underwriting sign off authority
Operations Team Manager
JP Morgan Chase
11.2010 - 08.2012
- Top performing Manager – 15-20 employees on average supporting 3 Senior Home Lending Managers and 100 Loan officers with an average monthly pipeline 400 loans
- Weekly pipeline reviews with staff to exceed goals given
- Produce 75 % pull thru ratio for closed loans with an average pipeline size of 400 on a monthly basis.
- Manage to a 10% for aged loans and obtain a cycle time of 35 days or less to achieve customer satisfaction.
- Coaching to achieve Customer Service levels of a 9 or 10 rating 85% funded ratio.
- Continued training and education to staff to obtain a 1% error rate for Quality Review of files.
- Daily Management of call monitoring and email monitoring to provide the best customer experience.
- Prioritize, organize, and complete reports within given time.
- Evaluate performance of individuals to develop skills to improve accomplishments
- Performed and exceeded expectations of Senior Management assigned projects to mentor peers
- Pilot Manager to improve the process of internal and external subordination process as well as test cases for CFM system
- Recruitment and Job Fair leader to obtain new talent
Branch Manager
Us Bank
01.2008 - 08.2010
- Daily management of 15 branch employees including tellers, bankers and business banking officers.
- Training and development of staff on RQA and sound operations
- Customer profiling to offer full service banking needs.
- Developed New Small Business accounts in supporting the community
- Growth of Deposits and Retails Loans by 110%
- Pinnacle Award Winning Branch 3 out of 4 Quarters 2008
- Developed relationships with partners of the bank to generate more revenue and packaged services.
- Customer Service Shops achieved at Pinnacle Award level of satisfaction.
Education
Continued Education in the workplace, Compliance and Regulatory online classes, Credit and Appraisal evaluations online classes, Dodd-Frank continued education, VA training in classroom Cleveland, Quality Review and Credit Risk continued training, Diversity in the workplace education, Recruiting Talent Seminars
Moraine Valley Community College
Palos Hills, ILSkills
- Self-Motivated
- Team Player
- Attention for Details
- Customer Service
- Time Management
- Development of Staff
- Microsoft Word
- Excel
- PowerPoint
- WordPerfect
- Empower
- Citrix
- SQL
- Mortgage Builder
- Calyx Point
- Encompass
- Lending QB
Timeline
Operations Support Manager / District Processing Manager / Processing Manager
Loan Depot
08.2019 - 05.2025
Regional Loan Production Assistant & Processing Manager
Peoples Home Equity/ Parkside Lending
01.2018 - 11.2018
National Processing Manager / Operations Manager
Midwest Equity Mortgage
06.2016 - 10.2017
AVP Operations and Processing Manager
Wintrust Mortgage
08.2012 - 06.2016
Operations Team Manager
JP Morgan Chase
11.2010 - 08.2012
Branch Manager
Us Bank
01.2008 - 08.2010
Continued Education in the workplace, Compliance and Regulatory online classes, Credit and Appraisal evaluations online classes, Dodd-Frank continued education, VA training in classroom Cleveland, Quality Review and Credit Risk continued training, Diversity in the workplace education, Recruiting Talent Seminars
Moraine Valley Community College