Crystal Lucas
Crestwood,IL
Summary
Results-driven Mortgage Business Development/Operations Manager with 17 years of experience overseeing mortgage processes, ensuring compliance, and optimizing efficiency. Proven track record of streamlining operations and enhancing team performance. Seeking to contribute expertise in mortgage operations to a dynamic organization.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Development Manager
Fairway Independent Mortgage
01.2019 - Current
- Reached out to potential customers via telephone, email, and in-person inquiries with loan process.
- Worked different stations to provide optimal coverage and meet production goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Taught consultative selling techniques to new and existing staff members to build expertise.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Assessed employee performance and developed improvement plans.
- Maintained branch pipeline of on average 80-100 files and oversaw 20 employees.
- Trained employees on proper procedures and strategies to improve productivity.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Evaluated loan requests and documents to verify accuracy and completeness.
Team Lead
Cross Country Mortgage
09.2017 - 11.2018
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Worked different stations to provide optimal coverage and meet production goals.
Mortgage Loan Processor
Sierra Pacific Mortgage
04.2015 - 09.2017
- Handled any conditions sent from underwriting departments.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Managed 50-60 loan pipeline to ensure all files closed on time with impeccable customer service.
Mortgage Loan Officer Assistant
Bank Of America
02.2006 - 03.2015
- Set up files using loan officer checklist and submitted on-time for processing.
- Maintained referral pipeline by reaching out regularly to real estate agents, referral partners, and past clients.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
Education
High School Diploma -
Reavis High School
Burbank, ILSkills
- Team Management
- Staff Training
- Attention to Detail
- Pipeline Management
- Problem Solving
- Sales Leadership
- Effective Communication
- Customer Service
- Staff Recruitment and Hiring
Certification
- Licensed NMLS
Timeline
Business Development Manager
Fairway Independent Mortgage
01.2019 - Current
Team Lead
Cross Country Mortgage
09.2017 - 11.2018
Mortgage Loan Processor
Sierra Pacific Mortgage
04.2015 - 09.2017
Mortgage Loan Officer Assistant
Bank Of America
02.2006 - 03.2015
High School Diploma -
Reavis High School
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