Heather Pender

• Leveraged existing and new broker relationships to exceed department growth goals.
• Coordinated on-boarding of brokers, conducted new user training and ran underwriting scenarios to ensure understanding of products, processes, and guidelines.
• Worked collaboratively with sales managers, internal underwriting team and Sr. VPs to repackage complicated transactions into viable deals.
• Funded an average of 16 loans per month within first 3 months for an average of $14.67MM in volume, including 20 funded loans in August for $18MM in volume.

• Conducted high volume of inbound and outbound calling campaigns to originate loans and retain existing portfolio.
• Pre-underwrote files, reviewed conditions and prepared loan for approval.
• Managed relationship with member as single point of contact from initial conversation to funding.

• Processed high net worth and private bank loans at initial application, collected and reviewed conditions, and prepared loan for approval.
• Initiated weekly client status calls with sales representatives, private bankers and/or clients as needed.
• Acted as primary point of contact for escrow, realtors, appraisers and attorneys in order to expedite closing/funding.

• Analyzed current payment trends and profitability to determine creditworthiness of existing portfolio.
• Provided risk analysis of existing auto floor plan dealers through monitoring pay history, cash flow, capitalization, etc.
• Performed revenue and expense forecasts frequently used by Regional Manager.

• Underwrote loan packages and rendered final decision on approval or denial.
• Acted as point of contact for Honda and Acura dealers for pricing scenarios to ensure highest possible funding of auto finance loans.
• Monitored federal and state automotive underwriting policies.

• Audited signed FHA and conventional funding packages for adherence to RESPA, ECOA, BSA, TILA, HMDA and FACTA federal lending regulations.
• Consistently exceeded expected turnaround by 80% despite accelerated deadlines and decreased staff.

• Conducted high volume of inbound/outbound calling campaigns to originate new business, gauge satisfaction, and counsel at-risk clients.
• Emerged as one of top representatives in team of 8 within 3 months; ranked 1st place for monthly retention production June, July, September 2007 (2nd place in August); surpassed quarterly production goals by 200%.
• Aggressively pursued retention initiatives, reversing lost revenue an average of $10M a month.
• Recognized for outstanding achievement in customer service and retention through selection for 2008 Northern California Express Lending division.

• Provided leadership, support and training to 7 loan representatives in a call center noted for superior turnaround time.
• Originated and pre-underwrote equity loans, signed off on conditions, and generated wires for funding.
• Created and oversaw department retention program, resulting in retention increase from 19% in August to 60% in December. Analyzed areas for improvement in current productivity and inter-department communication, utilizing underwriting training to increase total fundings.
• Supervised loan representatives’ sales calls and workflow; inspired awareness of conflict resolution in customer service through presentations and weekly success stories.
• Successfully resolved high-profile customer service issues, thereby preventing escalation to the Office of the President.