Heather Reilly
Bay Village,OH
Summary
Enthusiastic Processing Trainer skilled with using expert understanding of loan processing workflows, documentation standards and agency/investor guidelines to create and deliver comprehensive mortgage processing training programs. Knowledgeable in adult learning principals. Track record of enhancing team performance through interactive and collaborative training sessions.
Overview
11
11
years of professional experience
Work History
Corporate Processing Trainer
CrossCountry Mortgage
12.2024 - Current
- Lead weekly live training for new-hires focusing on CrossCountry's workflows, systems, customer service standards and documentation requirements, improving average proficiency from 84% to 92%
- Live facilitation for existing team members to increase proficiency across Conventional, FHA, and VA products
- Develop and maintain CrossCountry's processing resource materials (SOPs, job aids and checklists) to ensure all processing content remains current with agency and investor updates and overlays and CrossCountry's internal policies
- Provide one-on-one support and coaching as a subject matter expert when needed
- Designed and implemented comprehensive 12-week training program for new senior processors resulting in record low suspension rates
Branch Processing Team Lead
Neading Team Branch - Midwest Mortgage Associates Corp
05.2023 - 12.2024
- Led processing team to optimize workflow efficiency and enhance branch performance.
- Developed training materials to improve team knowledge on industry regulations and best practices.
- Analyzed processing metrics to identify opportunities for process improvement.
- Increased productivity by effectively managing workload and prioritizing tasks
Branch Processing Team Lead
Neading Team Branch - Sistar Mortgage
12.2018 - 04.2023
- Mentored new staff on mortgage processing protocols and compliance standards.
- Oversaw daily operations, ensuring adherence to company policies and regulatory requirements.
- Prepared files for underwriting by thoroughly reviewing all loan documents to identify any potential issues that may need to be addressed
- Collaborated with sales, underwriting and closing for seamless coordination during the entire loan process.
- Increased closing ratio by proactively identifying potential issues and working with parties involved to resolve them quickly
Sr Loan Processor
FFC Mortgage Corp
09.2014 - 12.2018
- Responsibilities similar to those at Sistar Mortgage, focusing on loan processing and customer service.
Education
Bachelor of Science - Elementary Education With A Minor in Psychology
Baldwin Wallace College
Berea, Ohio01.1998
Skills
- Loan processing expertise
- Coaching and mentoring
- Pipeline management
- Adult learning principles
- Group and individual instruction
- Course development
- Training needs analysis
- Proficient in Encompass and Meridian Link
References
Available upon request
Timeline
Corporate Processing Trainer
CrossCountry Mortgage
12.2024 - Current
Branch Processing Team Lead
Neading Team Branch - Midwest Mortgage Associates Corp
05.2023 - 12.2024
Branch Processing Team Lead
Neading Team Branch - Sistar Mortgage
12.2018 - 04.2023
Sr Loan Processor
FFC Mortgage Corp
09.2014 - 12.2018
Bachelor of Science - Elementary Education With A Minor in Psychology
Baldwin Wallace College