Heather O’Brien Grasso
Barrington
Summary
Dynamic credit, risk, and operations leader with over 20 years of extensive experience in mortgage banking, portfolio lending, and regulated financial services. Recognized as a strategic executive partner to Boards and Executive Leadership Teams, with a proven ability to oversee enterprise credit policy, risk governance, warehouse lending oversight, portfolio performance, and regulatory compliance. Expertise in developing robust credit frameworks, enhancing capital markets relationships, and driving collaboration among cross-functional teams in Credit, Servicing, Operations, Compliance, and Finance. Committed to delivering innovative solutions that align with organizational goals while ensuring operational excellence and regulatory adherence.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Chief Operating Officer/Executive Vice President
AmRes Corporation
Trevose, PA
02.2022 - Current
- Oversaw comprehensive mortgage operations to maintain regulatory compliance and streamline processes in underwriting, quality control, closing, funding, post-closing, and licensing.
- Provided comprehensive leadership and oversight of corporate processing functions to ensure alignment with company objectives and regulatory compliance.
- Developed and monitored company-wide KPIs, including turn times, file quality, productivity, aged pipeline, and SLA adherence.
- Spearheaded standardization of processing workflows, documentation practices, and borrower communication to enhance consistency across teams and markets.
- Engaged in cross-departmental efforts with underwriting, closing, and compliance teams to resolve pipeline constraints and mitigate operational risks.
- Implemented strategies to maximize technology effectiveness, automate processes, and elevate operational scalability and efficiency.
- Monitored and enforced compliance with RESPA, TILA, HMDA, Reg B, and state regulations, ensuring alignment with industry standards and best practices.
- Facilitated leadership development for senior operations and processing leaders, emphasizing accountability and ongoing improvement initiatives.
- Implemented performance metrics to drive accountability and improve team productivity.
Director of Processing
AmRes Corporation
Trevose, PA
02.2020 - 02.2022
- Oversaw operations of corporate processing teams to facilitate seamless purchase and refinance transactions across various states.
- Directed staffing capacity and workflow prioritization to optimize pipeline performance and elevate borrower experience.
- Collaborated with underwriting leadership to streamline processes and minimize rework suspense items.
- Evaluated and delivered comprehensive training initiatives focused on regulatory compliance documentation and standardized process adherence.
Licensed Loan Officer Assistant
Franklin First Financial
New York, NY
08.2016 - 04.2018
- NMLS # 899961
- Assisted loan officers in processing applications and gathering necessary documentation.
- Coordinated communication between clients and lenders to ensure seamless transactions.
- Maintained accurate records of client interactions and loan progress using proprietary software.
Director of Pipeline and Capacity Management
PHH Mortgage
Mt. Laurel, NJ
10.2013 - 04.2015
- NMLS # 899961
- Progressively advanced leadership roles with increasing responsibility for portfolio management, operational capacity planning, credit workflow oversight, and risk mitigation across high-volume lending environments.
Director of Operations
PHH Mortgage
Mt. Laurel, NJ
05.2012 - 10.2013
Processing Supervisor
PHH Mortgage
Mt. Laurel, NJ
05.2009 - 05.2012
Mortgage Counselor
PHH Mortgage
Mt. Laurel, NJ
06.2002 - 05.2009
Customer Service
PHH Mortgage
Mt. Laurel, NJ
04.2000 - 06.2002
Education
Bachelor of Science - Finance and Business Management
Neumann University
Aston, Pennsylvania01.2007
Skills
- Customer-Centric Leadership – Strong commitment to delivering exceptional customer service through proactive, process, and effective communication
- Expertise in Mortgage Operations – Extensive experience managing all aspects of mortgage operations
- Comprehensive Industry Knowledge – Deep understanding of the entire mortgage process, applying critical thinking, business acumen, and values-based decision-making
- Process Optimization & Continuous Improvement – Skilled in identifying efficiencies, improving workflows, and driving operational excellence
- Technology & Data Proficiency – Strong computer skills, including advanced proficiency in Excel and mortgage technology platforms
- Strategic & Independent Leadership – A highly motivated, results-driven leader with a track record of mentoring and instilling high-performance standards in large teams
- Exceptional Communication & Influence – Strong verbal and written communication skills, adept at influencing stakeholders and fostering collaboration
- High-Integrity Decision-Making – Comfortable managing complex, sensitive information in a highly regulated mortgage environment while ensuring compliance and ethical practices
- Change Management & Team Engagement – Proven experience leading teams through transitions, fostering adaptability, and maintaining engagement during periods of change
- Business Strategy & Execution – A proactive, strategic thinker with a track record of driving business success, optimizing operations, and achieving corporate objective
Certification
- Lean Six Sigma – Green Belt Certified
- NMLS 899961 – licensed in Delaware - MLO-899961, Indiana – 65039, New Jersey, Pennsylvania -103518, Rhode Island, Tennessee, Washington – MLO-899961
- NJ Real Estate License 2566935
Timeline
Chief Operating Officer/Executive Vice President
AmRes Corporation
02.2022 - Current
Director of Processing
AmRes Corporation
02.2020 - 02.2022
Licensed Loan Officer Assistant
Franklin First Financial
08.2016 - 04.2018
Director of Pipeline and Capacity Management
PHH Mortgage
10.2013 - 04.2015
Director of Operations
PHH Mortgage
05.2012 - 10.2013
Processing Supervisor
PHH Mortgage
05.2009 - 05.2012
Mortgage Counselor
PHH Mortgage
06.2002 - 05.2009
Customer Service
PHH Mortgage
04.2000 - 06.2002
Bachelor of Science - Finance and Business Management
Neumann University