Cree E. Polk
Columbus,OH
Summary
Results-driven Operations Manager experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach.
Overview
12
12
years of professional experience
Work History
Mortgage Operations Manager
KEMBA Financial Credit Union
02.2022 - 10.2023
- Oversees daily operations, including establishing and exceeding goals, team staffing, service level agreements, and training
- Manage a team of 8 employees under Mortgage Loan Processing, Mortgage Loan Closing, and Mortgage Loan Post-Closing
- Maintain and review mortgage compliance and standards for the following types of loans types; Conventional, FHA,VA, USDA, Portfolio Products
- Forecast fundings and hiring in advance
- Monitors pipeline to ensure internal compliance policies are enforced and member service standards are met or exceeded
- Collaborates with Mortgage Originations Manager to ensure goals are met
- Maintains and updates policies and procedures for the department
- Communicate with internal departments including but not limited to sales, servicing, executive team, etc
- Communicates effectively with all stakeholders to ensure processes are smooth, and makes recommendations for process improvement
- Works with vendors with role of system administrator for multiple platforms to ensure all support systems are optimized
- Oversees the testing and implementation of the new Mortgage LOS System (Open Close)
- Create and maintain new Policy and Procedure requirements with the implementation of the new LOS
- Oversees internal and external Audit
- Approves rate lock requests by Sales Manager
- Research and update rates for daily mortgage interest rates update
- Pulls and reviews department calls to ensure quality control measures are being met for entire mortgage team
- Perform duties of a processor, closer, or post closer when short staffed
- Assign incoming originations leads to the Loan Officers that come through online or through the Branches
- Sign off on all sold loan assignments
- Sign off on all Title Insurance Waivers
- Create and disseminate daily reporting for entire mortgage department
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
Assistant Mortgage Manager/Producing Loan Officer
KEMBA Financial Credit Union
08.2021 - 02.2022
- Maintain my own personal pipeline of 10-20 active origination files per month
- Minimum requirement to close every month: 11
- Perform duties second in command to the Mortgage Manager
- Review and score recorded calls for everyone in the department for quality assurance
- Update mortgage interest rates daily
- Coach team members in areas that need improvement
- Oversee process improvement
- Oversee internal and external audits
- Oversee implementation of new training material for new-hire employees
- Oversee Policy and Procedure was being followed
- Assign leads to originations to the Loan Officers that come through online or through the branches
Processor III
JPMORGAN CHASE
02.2020 - 08.2021
- Maintain a pipeline of 60+ Refi/Purchase loans including Relocation transactions
- Required to Pre-Underwrite files for pre-operations
- Provide customers with status updates every 3 days by phone and/or via email
- Order title work and appraisals, along with verifying employment when necessary to stay within compliance
- Order and review HOI, income documents, as well as assets
- Adjust pricing if needed and negotiate new loan terms if DTI or LTV exceeds the required threshold.
Proactive Outreach
JPMORGAN CHASE
04.2019 - 02.2020
- Maintain a high pipeline of outbound calls to current and potential clients looking to refinance their mortgage loan
- Goal of 300 outbound calls per day to solicit future and current clients
- Goal of 5 transfers per day to mortgage sales for potential loan applications
- Maintain 100% call quality
- Conversion rate goal for call transfers is 1.5 – currently exceeding this goal with a personal conversion rate of 2.5
Loan Representative
MARINER FINANCE
09.2018 - 04.2019
- Kept records of customer interaction and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in response to said complaint
- Contacted customers to respond to inquiries and to notify them of claim investigation results or any planned adjustments
- Contacted new and existing customers to discuss their needs and to explain how these needs could be met through specific products and services
- Quoted pricing, credit terms, and other bid specifications
- Checked value of customer collateral to be held as loan security
- Filed and maintained loan records.
Mortgage Loan Processor
HUNTINGTON NATIONAL BANK
08.2017 - 07.2018
- Pre-underwrote files to ensure salability which included reviewing credit, homeowner’s insurance, income documentation, and researching any discrepancies reflected on documentation received
- Ensured that each file conformed to Fannie Mae and Freddie Mac guidelines
- As the main point of contact with each customer my responsibilities included staying in contact with each borrower throughout the new loan process, answering any questions or concerns from customers and/or title companies, while adhering to strict timelines to ensure timely closings.
Post Closing Specialist
ETHOS LENDING
09.2015 - 05.2017
- Managed a high-volume pipeline while reviewing for loan origination inconsistencies so that files could be sold to investors
- Verified that closed mortgage loans met investor guidelines which often meant making the necessary corrections to ensure that the loans were salable
- Maintained a professional relationship with investor representatives to keep up on any new regulations each company had to ensure files being sold were within the specified guidelines
Customer Advisor
AETNA INSURANCE
07.2014 - 01.2015
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Referred unresolved customer grievances to designated departments for further investigation
- Obtained and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Credit Card Advisor
JPMORGAN CHASE
04.2014 - 10.2014
- Communicated directly with consumers through a call center environment, preventing account closures and promoting customer relations through the negotiation and enforcement of scheduled migration campaigns and consistently achieving volume goals while staying compliant with government regulations
- Reviewed and initiated the dispute process for consumers with problem accounts, processed payments, and escalated complaints through the appropriate channel to enhance the customer experience
Mortgage Loan Processor
JP MORGAN CHASE
03.2012 - 10.2013
- Interviewed loan applicants in order to obtain personal and financial data, and to assist in completing applications
- Assembled and compiled documents for loan closings, such as title abstracts, insurance forms, loan forms, and tax receipts
- Answered questions and advised customers regarding loans and transactions
- Recorded applications for loan and credit, loan information, and disbursements of funds
- Contacted credit bureaus, employers, and other sources in order to check applicants' credit and personal references
- Maintained a high meets in production and quality
Education
B.A. - Mass Communication and Journalism
OHIO DOMINICAN COLLEGE
Columbus, OH12.2013
Skills
- Operations Management
- Mortgage Underwriting Knowledge
- Project Tracking
- Project Management
- Risk and Control Management
- Forecasting Volume Projections
- Business Process Reengineering
- Vendor Relationship Management
- Performance Metrics Analysis
- Staff Training and Development
- Project Management Experience
- Resource Allocation Expertise
Timeline
Mortgage Operations Manager
KEMBA Financial Credit Union
02.2022 - 10.2023
Assistant Mortgage Manager/Producing Loan Officer
KEMBA Financial Credit Union
08.2021 - 02.2022
Processor III
JPMORGAN CHASE
02.2020 - 08.2021
Proactive Outreach
JPMORGAN CHASE
04.2019 - 02.2020
Loan Representative
MARINER FINANCE
09.2018 - 04.2019
Mortgage Loan Processor
HUNTINGTON NATIONAL BANK
08.2017 - 07.2018
Post Closing Specialist
ETHOS LENDING
09.2015 - 05.2017
Customer Advisor
AETNA INSURANCE
07.2014 - 01.2015
Credit Card Advisor
JPMORGAN CHASE
04.2014 - 10.2014
Mortgage Loan Processor
JP MORGAN CHASE
03.2012 - 10.2013
B.A. - Mass Communication and Journalism
OHIO DOMINICAN COLLEGE
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