Heather L. Gambrell

• Developed and implemented operational strategies to optimize underwriting, processing, closing, appraisal, and disclosure processes, aligning with business objectives.
• Spearheaded cross-functional initiatives for end-to-end process improvement, including systems automation, updating underwriting overlays to mitigate risk, and implementing quality control measures to prevent repurchase demands.
• Resolved transactional credit and compliance issues, recommending and implementing action plans based on production and compliance reports.
• Reorganized operations teams to streamline production accuracy and output, resulting in increased efficiency.

Accomplishments in Role:

• Centralized, structured, and designed compliance processes, resulting in a 98% reduction in fee cures within a 6-month period.
• Redesigned processing functions, leading to 0% defects post-funding in loan quality.
• Led operations team to increase internal Net Promoter Score (NPS) survey scores by 15% over a 12-week period.

• Oversaw the Stearns Private Label underwriting platform, ensuring adherence to service level agreements, credit policy, and procedures, and efficient pipeline execution.
• Built and maintained partnerships with sales, operations, and support teams to drive business initiatives.
• Identified process inefficiencies through gap analysis and proposed practical solutions.
• Utilized problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.

Accomplishments in Role:

• Built a first line of defense team to mitigate credit and compliance quality defects, resulting in post-close credit material defects of less than 2% for 7 out of the most recent 12 months.
• Maintained prescribed service level agreements for clients in Q4 2020 and 2021.
• Achieved a staff retention rate of 95% in 2020/2021.
• Averaged a 74% loan conversion rate over the most recent 11 months.
• Redesigned operations workflow to meet business objectives and mitigate credit risk, resulting in an overall reduction of initial to final underwrite cycle time by 1.5 days.

• Oversaw underwriting, processing, and closing quality and execution for high net worth clients.
• Built and maintained relationships with new and existing clients, providing a high level of expertise.
• Analyzed and interpreted data, including client and financial advisor satisfaction surveys, to continuously improve process execution and client service.

Accomplishments in role:

• Developed key performance metrics for employee scorecards which resulted in monthly documented performance and enhanced performance management routines
• Championed technological advances to improve client experience resulting in automated appraisal delivery methods and fee structure visibility through integration
• Reduced client complaint percentage from 22% at platform launch (highest of all regions) to 7% in first year of production

• Led operations for mortgage title and settlement solutions to multiple mortgage lender clients.
• Orchestrated overall talent management strategy for operations including staffing, training and development, and performance management.
• Enabled revenue generation by pursuing partnerships, sourcing funding and capitalizing on market opportunities.

Accomplishments in Role:

• Implemented operational processes concurrent with TRID regulatory requirements resulting in full compliance by deadline
• Designed client scorecard critical for transparency and established service level operating agreements
• Met and exceeded prescribed service level agreements with USAA and Capital One clients
• Key stakeholder for company acquisition plan meeting 100% contractual deadlines KPI measurements resulting in 100% closing performance

• Credit and compliance leader responsible to implement and maintain process improvements in national mortgage fulfillment centers and support production credit and compliance quality standards for underwriting, processing, and closing functions.
• Orchestrated national site quality reporting as well as analyzed data to target operational process and quality deficiencies to solution for credit quality improvement.
• Orchestrated national site quality reporting as well as analyzed data to target operational process and quality deficiencies to solution for credit quality improvement.

Accomplishments in Role:

• Maintained credit quality within guardrails of 5% or less in 7 of 8 fulfillment centers
• Selected to partner of conversion of three national fulfillment sites to support enterprise quality initiatives, effectively reducing quality defective rates from 15% to below guardrail of 5%
• Refreshed credit roles to implement and document role based goals, define capacity, and redefine support strategies