Debra Lively

I led, mentored and coached agents while remaining customer focused. I answered associate questions and handled issues that may impede their performance. My direct reports perceived me as approachable and I am always willing to help in any way to ensure success. It is important to acknowledge a job well done and look for opportunities to better serve the agents, customers, and client. My duties also required that I maintain discussion or coaching logs, audit cases, handle customer escalations, review Quality Assurance Reports, review Customer Surveys, track attendance, and manage data for client reports.

Owner and manager of a retail clothing store. Responsible for sales, merchandising and all daily operations.

Assisted the branch manager with complex loan applications. Generated new business ad well as provided underwriting with complete, accurate and fully documented loan files. Adhered to all federal and state compliance guidelines relative to retail mortgage lending.

Top Houston producer. Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports. Adhered to all federal and state compliance guidelines relative to retail mortgage lending.

Trained team members on performance metrics. I created and delivered performance reviews. Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques. Oversaw employee performance to foster accurate prioritization and productivity goals. Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies. Handled escalated customer calls. Reviewed customer surveys and looked for opportunities for team member improvement.

Responsible for the daily branch operations and customer service. Generated new business. Performed all duties required to generate mortgage loans.

Assisted disaster victims with completing their loan application. Explained loan programs to applications. Field underwriting. Closed and funded over 600 loans at the Disaster Recovery Centers. Oversaw a team of 15 to 20 Disaster Reservists. I was responsible to the daily operations of the Disaster Site, employee reviews, employee training and mentoring.