Hi, I’m
Donna Villari
Management
Phoenix,AZ
Summary
Knowledge of servicing and loan origination platforms/ Subject matter expert in various mortgage process/ Ability to take direction and work closely in a team structure/ Proven Leadership Skills/ Detail-oriented with strong organizational skills/ Demonstrate strong decision making, analysis and communication skills/ Demonstrate strong writing skills/ Ability to work well with people of Diversified Personalities/ Knowledge of customer relationship management (CRM) practices/ Proficient with Microsoft Office, with working knowledge of CRM Platforms E.G. Salesforce/ Word, Excel and Outlook/ Knowledge of Encompass, Blacknight, Empower, Workday, and Teams Systems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure Management position. Ready to help team achieve company goals.
Overview
15
years of professional experience
1
Certification
Work History
UNION BANK
Private Wealth Mortgage Processing Manager
01.2021 - 04.2023
Job overview
- High-volume, fast-paced setting, supervise day-to-day loan processing operations involved with origination and documentation of executive level Private/Wealth Clients
- Cultivate exceptional customer service by establishing appropriate communication channels and coordination protocols with originating, underwriting, and closing staff – resulting in exceeding pipeline goals month over month by 30%
- Identify and manage existing and emerging risks to ensure completeness, quality, and accuracy through periodic audits of random in-process loans
- Hold weekly meetings with regional sale partner and underwriting manager to maximize efficiency between sales and processing team which leads to one touch approval
- Received exceptional customer service award in September 2022 with 90% Customer Survey Satisfaction Rate for entire team
- Establish working relationships with vendors and sales teams in various states to ensure policies and guidelines are followed
JP MORGAN CHASE
Relationship Manager
07.2008 - 01.2020
Job overview
- Provide support to site manager and processing teams to facilitate improvement in loan pipeline by focusing on non-movement of aged loans.
- Held daily and weekly pipeline reviews, this will ensure to continue to establish any deficiency to keep applications moving towards next steps of processes.
- Collaborated with cross-functional teams for seamless management of high-profile accounts, resulting in improved customer satisfaction.
- Mentored junior team members on best practices in relationship. Management techniques, contributing to overall team success and growth within company.
- Managed approximately 5 senior processing managers pipelines and approximately 6 sales regions.
Education
Morton WestBerwyn Il
High School Diploma
Skills
- 27 years’ experience in Mortgage Financial Industry focusing on creating teams and processes that deliver exceptional results and Customer service Experience tracking relevant KPIs Subject Matter Expert to federal laws and regulations including Federal Housing Administration, Veterans Administration, Fannie and Freddie, HMDA, Til/Reg Z, Respa and Reg B
- Documentation Review Competence
- Vendor Relationship Management
- Decision-Making
- Relationship building and management
- Flexible and Adaptable
- Analytical Thinking
- Multitasking
- Dependable and Responsible
- Self-Directed
- Calm Under Pressure
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved 20 loans which led to approvals.
- Achieved Quality Assurance by completing loan reviews with accuracy and efficiency.
- Received 90% Customer Service Surveys breaking banks record
- · Cultivate exceptional customer service by establishing appropriate communication channels and coordination protocols with originating, underwriting, and closing staff – resulting in exceeding pipeline goals month over month by 30%
Certification
- Licensed NMLS SINCE 2008
Timeline
Private Wealth Mortgage Processing Manager
UNION BANK
01.2021 - 04.2023
Relationship Manager
JP MORGAN CHASE
07.2008 - 01.2020
Morton West
High School Diploma