Frances (Frankie) Williams
Mesa,AZ
Summary
Self-Motivated professional, proficient in developing creative solutions and implementing objective decision making. Maintains a positive attitude and build successful team relationships. Exhibits excellent interpersonal skills with integrity, respect and diligence to obtain the highest possible customer satisfactions. More than 20 years in finance and customer service along with over 5 years of leadership.
Overview
16
16
years of professional experience
Work History
West Region Closing Manager and Trainer
Churchill Mortgage Corporation
Work From Home
07.2020 - 09.2024
- Managed employee performance reviews providing constructive feedback leading to higher team morale and improved performance.
- Trained new employees on proper closing procedures, setting them up for success in their roles within the organization. Also trained a team in India to assist with day to day data input.
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
- Utilized problem-solving skills to quickly address and rectify any issues that arose during closing process.
- Helped with the developing comprehensive checklist and Bond program guidelines for closing activities, ensuring no steps were missed and enhancing efficiency.
- Conducted thorough audits of closing files to maintain compliance with regulatory standards, mitigating risk.
- Work closing with all Regional Processing and Underwriting Management on monthly volume predication's, new hires, and any solutions needed on difficult loans or process flows.
Senior Loan Closer
First Savings Bank
Work From Home
04.2019 - 07.2020
- Adhere to all federal and state compliance guidelines relative to Retail & Wholesale Mortgage Lending.
- Demonstrated adaptability by successfully managing various loan closing tasks such as review all prior to closing & funding conditions to ensure clearance and providing funding authorization.
- Maintained comprehensive knowledge of various loan products offered by the company, ensuring proper loan closing.
- Managed high volume of loans while maintaining strict attention to detail and consistently meeting deadlines. Close 100+ loans a month
- Developed strong relationships with processing, loan officers, underwriting departments along with title/escrow companies to facilitate seamless loan closings.
- Ensured accuracy of closing documents by thoroughly reviewing all relevant information prior to client signing appointments.
- Coordinated scheduling of closing appointments with multiple parties involved, streamlining the entire loan closing process.
- Assist with new hire training.
Closing Manager
Evolve Mortgage Services
Work From Home
05.2018 - 04.2019
- Reviewed and provide comments on the adequacy of documents & took necessary steps to cure any deficiencies
- Coach employees in developing & achieving individual performance goals, pipeline management, customer service, compliance, TRID & RESPA guidelines
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
- Created process manuals for Closing role for both issuance of the initial CD, Final CD and Final documents. Along with email templates to have a uniform response & deliverance of important loan information.
- Promote a positive team working environment and individual growth
Manager Regional Operations
Ditech Financial
Tempe, AZ
12.2016 - 05.2018
- Managed employee performance reviews providing constructive feedback leading to higher team morale and improved performance.
- Trained new employees on proper closing procedures, setting them up for success in their roles within the organization.
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
- Utilized problem-solving skills to quickly address and rectify any issues that arose during closing process.
- Helped with the assistance of developing comprehensive checklist for closing activities, ensuring no steps were missed and enhancing efficiency.
- Conducted thorough audits of closing files to maintain compliance with regulatory standards, mitigating risk.
Production Manager
V.I.P Mortgage
Scottsdale, AZ/Work From Home
05.2016 - 12.2016
- Adhered to all Federal and State compliance guidelines relative to retail mortgage lending.
- Assisted Senior-Level Loan Officers with complex loan applications
- Performed daily maintenance of loan applicant applications
- Analyzed applicants financial status, credit and property evaluation to determine eligibility
- Developed highly emphatic client relationships
- Reviewed DU/LP funding for documentation needed for the approval of applicants loan.
Production Team Lead
Wells Fargo Home Loans
Tempe, Az
01.2009 - 05.2016
- Trained, developed and counseled employees to develop a high performing team
- Coached employees in developing and achieving performance goals, pipeline management, customer service, compliance and closing TRID flow.
- Managed daily assignment of closing pipeline as well has assisted in keeping productions moving within turn times.
- Positioned as the escalation point of contact for all closers, Processing Team Leads, as well managed vendors to resolve or escalate issues.
- Certified Closer Base level stipulations for clearing title, verification of employment, Homeowners insurance as well as Closer Specialty Trust Certified.
- Certified Texas Rate and Term and 50(a)(6)
- Maintained strong and clear communication and rapport with closers, processing, underwriting and customers.
Education
High School Diploma -
Red Mountain High School
Mesa, Az 05.1999
Skills
- Excellent Communication
- Detail-Oriented
- Excellent Time Management
- Customer Service Focused - Internally and Externally
- Leadership and Team Building
- Recruiting and Hiring
- Compliance Ease and Mavent
- Encompass, CORE, COLA, WALT, LIS, LPS, Signa, OpenClose, DigiDocs, DocMagic
- Conv, FHA, VA & USDA
- Multiple State Bond Programs
Timeline
West Region Closing Manager and Trainer
Churchill Mortgage Corporation
07.2020 - 09.2024
Senior Loan Closer
First Savings Bank
04.2019 - 07.2020
Closing Manager
Evolve Mortgage Services
05.2018 - 04.2019
Manager Regional Operations
Ditech Financial
12.2016 - 05.2018
Production Manager
V.I.P Mortgage
05.2016 - 12.2016
Production Team Lead
Wells Fargo Home Loans
01.2009 - 05.2016
High School Diploma -
Red Mountain High School