DANA HALL
Houston
Summary
Senior Mortgage Operations Leader with 20 years of experience driving process improvement, training development, and performance optimization within highly regulated environments. Proven ability to design and deliver scalable learning programs, improve operational workflows, and partner with cross-functional stakeholders to enhance business outcomes while translating complex regulatory requirements into actionable guidance. Experienced in multiple loan programs across all US states.
Overview
20
20
years of professional experience
Work History
Assistant Operations Manager – Truist Flex Capacity Campus
INFOSYS
04.2021 - Current
- Serve as subject matter expert and facilitator on TRID/RESPA compliance, ensuring consistent application across a 50-state footprint
- Design and deliver training programs focused on compliance, process improvement, and operational effectiveness, accelerating team competency and reducing errors
- Develop training materials, job aids, and process documentation to support standardized execution across teams
- Drive process improvement initiatives that resulted in $209K+ annual savings through workflow optimization, training, and corrective coaching
- Act as escalation point for complex operational issues, partnering with internal and external stakeholders to resolve challenges and maintain customer satisfaction
- Collaborate cross-functionally with underwriting, processing, and settlement partners to meet SLA expectations and improve workflow efficiency
- Analyze operational performance and identify opportunities to enhance processes, reduce defects, and improve overall service delivery
- Facilitate team sessions and knowledge-sharing initiatives to improve alignment, communication, and performance outcomes
Closing Team Lead
CROSSCOUNTRY MORTGAGE
03.2020 - 04.2021
- Led team meetings and facilitated training workshops to reinforce compliance standards and operational best practices
- Managed high-volume pipeline while ensuring timely, accurate, and compliant closings and fundings
- Reviewed and approved closing documentation, balancing CDs and clearing conditions in alignment with investor and regulatory guidelines
- Collaborated with attorneys, title partners, and internal stakeholders to ensure smooth and efficient closing processes
- Monitored compliance performance and addressed post-closing issues to support investor purchase readiness
Closing Team Lead
KELLER MORTGAGE
05.2018 - 03.2020
- Led end-to-end closing operations including CD preparation, document review, and funding across multiple loan products
- Trained and mentored new hires, providing guidance on processes, compliance requirements, and operational expectations
- Developed and reinforced standardized workflows to ensure consistency, accuracy, and efficiency in closing operations
- Balanced fees and resolved conditions to support seamless closings and successful investor delivery
Underwriting Due Diligence Auditor (Part Time REMOTE)
MRN CUBED, LLC
01.2014 - 05.2018
- Quality pre-funding audits of loans in progress while maintaining daily productivity levels of audits completed.
- Perform in-depth reviews and analysis of mortgage loans as assigned by Prefund Quality Assurance Manager.
- Perform risk analysis with identification of loan level defects with escalation to management.
- Audit results incorporate risk ratings, standardized defect categories along with determination if the findings are related to underwriting, compliance or quality control related.
- Early detection and prevention of fraud, familiarity with red flags.
- Ensure all loans are underwritten in accordance with all required Investor and agency guidelines such as, FNMA, FHLMC, HUD, VA, USDA and Jumbo.
Retail Branch Closer
UNION HOME MORTGAGE
Houston
10.2014 - 10.2015
- Supported multi-state closings across various loan products while ensuring regulatory and investor compliance
- Managed Encompass LOS entries and prepared final closing packages aligned with TRID requirements
- Partnered with loan officers and title agents to coordinate and execute efficient closing processes.
Closing Coordinator
ENVOY MORTGAGE
Houston
04.2009 - 10.2014
- Assigned loans, coordinated closings, tracked production, and performed compliance audits of credit package, HOI, appraisal’s, title and tax work.
- Interfaced with departments and partners to support accurate and timely closings.
Real Estate Paralegal
ROBERTSON & ANSCHUTZ, PC
Houston
03.2006 - 04.2009
- Completed legal review of survey and title.
- Prepared legal documents for real estate closings.
- Reviewed and approved power of attorney’s and trust documents under direction of attorney.
- Ensured legal compliance across multi-state transactions.
Education
Certificate - Computational Science
San Jacinto College
Pasadena, TXParalegal Studies -
Houston Community College
Houston, TexasSkills
- Mortgage Closing Operations
- TRID Compliance
- Pipeline Management
- Regulatory Compliance
- Quality Control Audits
- Team Leadership
- Process Improvement
- Training & Mentorship
- Customer Service Excellence
- KPI Tracking
- Escalation Management
- Workflow Optimization
- SAP
- Digital Transformation
- Empower LOS
- Encompass LOS
- Microsoft Excel
- Cross-Functional Collaboration
- Risk Management
- Attention to Detail
Recent Highlights
- $209K+ Revenue Saved (2024): Improved operational efficiency through training, audit oversight, and process enhancements
- 48+ Trainings Delivered: Led team and division-level sessions focused on compliance, regulatory updates, and best practices
- Process Optimization: Enhanced workflows to reduce cycle times, improve alignment, and increase customer satisfaction
- Escalation Management: Served as primary point of contact for resolving complex operational and stakeholder issues
Tools And Systems
- Power Point
- Encompass
- Empower
- ComplianceEase
- Mavent
- Articulate 360
- Microsoft Office
- Excel
- ISpring Suite
- SAP
Timeline
Assistant Operations Manager – Truist Flex Capacity Campus
INFOSYS
04.2021 - Current
Closing Team Lead
CROSSCOUNTRY MORTGAGE
03.2020 - 04.2021
Closing Team Lead
KELLER MORTGAGE
05.2018 - 03.2020
Retail Branch Closer
UNION HOME MORTGAGE
10.2014 - 10.2015
Underwriting Due Diligence Auditor (Part Time REMOTE)
MRN CUBED, LLC
01.2014 - 05.2018
Closing Coordinator
ENVOY MORTGAGE
04.2009 - 10.2014
Real Estate Paralegal
ROBERTSON & ANSCHUTZ, PC
03.2006 - 04.2009
Certificate - Computational Science
San Jacinto College
Paralegal Studies -
Houston Community College