Elizabet Morris

• In a fast-paced inbound bilingual call center operations center ensure effective support for individuals and groups seeking immigration benefits via phone and chat channels.
• Oversee the creation and routing of service requests, guiding team members in handling escalations related to processing delays, typographical errors, system issues, lost cards and appointment rescheduling while ensuring adherence to client protocols.
• Work across teams in navigating multiple agency systems to research and resolve applicant and petitioner inquiries in both English and Spanish, maintaining accuracy and efficiency.
• Implemented a standardized call-handling template that reduced average handle time to under 9 minutes which exceeds clients expectations.
• Maintain and enforce- quality assurance standards, achieving consistent 100% quality scores above client expectations from 2024 to present.
• Provide expertise and support to team members on updates to policies, procedures, and system changes.

• Supervised the processing and evaluation of up to 50 active mortgage loan applications and guided up 5 loan independent Loan Officers in credit analysis, risk assessment in alignment with mortgage underwriting guidelines.
• Oversaw the verification of borrower income and assets, ensuring accurate collection and review of documentation including pay stubs, W-2s, tax returns, and bank statements while maintaining compliance with federal regulatory standards.
• Evaluated loan applications for risk, ensuring alignment with underwriting guidelines and organizational standards.
• Led quality control efforts across mortgage files, ensuring all documentation, calculations, and approvals met both federal and internal compliance requirements.
• Created reports for loan closings to ensure accuracy, efficiency and on time closings.
• Provided management with regular updates on loan closing statuses, ensuring visibility of performance and supporting timely decision-making.

• Provided support for Contact Center team from 08/2020 to 03/2021 and worked on the Commission Loan Officer team from 04/2013 to 03/2019.
• Managed 80 active loan applications, analyzing credit reports to assess borrower risk according to mortgage guidelines.
• Directed team initiatives that increased market share by 10% within 18 months in the El Paso market through strategic relationship-building, industry event participation, and targeted presentations to real estate partners.
• Provided leadership in borrower intake and file preparation processes, ensuring accurate documentation collection, credit analysis, and compliance prior to underwriting submission.
• Coordinated cross-functional teams to streamline workflows for timely loan progression.
• Managed pipeline performance, overseeing an average of 10 monthly loan closings while ensuring consistent communication among stakeholders.
• Recognized with the NFCU Superior Performance Award for outstanding results and leadership contributions.
• Developed and executed marketing strategies to drive loan origination growth through partnerships with builders, realtors, and financial institution clients.
• Mentored and coached team members on sales strategies and system utilization, fostering greater team productivity and effectiveness.
• Oversaw communication workflows between borrowers, loan officers, real estate agents, and title companies to ensure efficient pipeline progression and timely loan processing.
• Monitored and approved interest rate lock decisions, ensuring compliance with market conditions and organizational policies prior to closing.

Conducted borrower interviews and oversaw the collection and follow-up of required documentation to ensure complete, accurate, and compliant mortgage applications.

• Supervised credit analysis and financial reviews, including credit report evaluation and income/asset calculations to ensure alignment with mortgage program guidelines.
• Directed the ordered verification of incomes, title, insurance, and flood certifications, ensuring completeness and accuracy prior to submission to loan processing teams.
• Coordinated cross-functional communication among borrowers, realtors, third-party vendors, title and insurance companies, employers, underwriters, and loan processors to enhance pipeline efficiency.
• Monitored and approved interest rate lock decisions, ensuring alignment with market conditions and adherence to organizational policies prior to closing.
• Led business development initiatives, mentoring team members in marketing strategies and relationship management with builders, realtors, and bank clients through targeted meetings, presentations, and outreach.
• Oversaw communication workflows between borrowers, loan officers, real estate agents, and title companies to ensure efficient pipeline progression and timely loan processing.