Jean Miller
Tucson,Arizona
Summary
Seasoned Chief Operations Officer with a proven track record at American Midwest Mortgage Corp., adept in strategic planning and operations management. Spearheaded growth, achieving profitability 15 months ahead of schedule, and excelled in regulatory compliance and staff development. Demonstrates operational excellence and a knack for business development, ensuring over 15% quality control in loan processing. Seasoned Chief Operations Officer experienced in monitoring employee performance through data analysis and business metrics. Highly skilled at creating and producing reports for management review to help increase operational efficiency. Dedicated operations specialist well-versed in establishing policies while promoting the company's vision. Proficient operations professional with extensive experience overseeing business operations. Highly skilled at leading employees while promoting and encouraging growth.
Overview
36
36
years of professional experience
Work History
CHIEF OPERATIONS OFFICER
AMERICAN MIDWEST MORTGAGE CORP.
08.2006 - 08.2024
- Organized and established a highly profitable Mortgage Banking Company and led the Institution to growth in excess of as many as 12 offices
- The Organization reached profitability within 13 months, more than 15 months ahead of schedule
- Led senior management business-level discussion and decisions involving business vision and strategy, enterprise-level decisions, standardization of best practices, and project governance oversight
- Managed administrative, legal, and financial functions for both the Mortgage Firm and Escrow Company
- Conducted regular risk assessments and quality assurance reviews to evaluate compliance with requirements and to identify potential gaps in policies, procedures and business processes
- Developed strategies to improve non-performing loans, reduced delinquencies, maximized recoveries and minimized losses
- Identified potential problem credits and provided guidance to staff in restructuring the credit and/or minimizing losses
- Provide direct supervision of sales staff 75+ sales persons, operations staff, post-closing, underwriting, processing, escrow officers and assistants, administration staff and quality control
- Responsibilities include daily direction, of all areas, reorganization of primary corporate structure, create efficiencies in all areas of the organization as well as reduce overall cost
- Monitor post-endorsement issues and establish procedures to reduce potential post-audit deficiencies from secondary market agencies
- Responsible for updating computer systems, and restructure of the IT department
- Provide daily direction for all aspects of organization and establish parameters for registration origination as well as process procedures
- Currently I continue to underwrite, FHA, VA, Conventional financing direct lending authority with each agency
- Also responsible for review of all VA Appraisal with SAR Authority
- Responsible for dissemination of secondary market and compliance updates to all subordinate staff as well as president of organization
- Substantially reduced overhead and operating costs through staff reduction and the closing of underperforming offices
- Additional overhead was reduced as much as .73% of the firm's total assets while continuing to maintain the customer base
- Developed a customer survey response tool to enhance customer service and to monitor performance of staff output and communication skill sets for additional training imitative
- Established a program to develop mission statements for each team member to enhance team commitment and synergy within a group of underwriters, loan officers, processors and closers
- This program resulted in improved employee engagement, established a solid team culture, and resulted in increased employee and customer retention
VICE PRESIDENT-BULK DEAL MANAGER
Aurora Loan Services
Aurora, Colorado
06.2005 - 02.2006
- Provide direct supervision of bulk team member's daily work
- Obtain required data from Regional Sales Managers, AE, Lehman Trading Desk or clients directly
- Coordinate daily fundings based on trades acquired from various sellers
- Work with trading desk to coordinate pricing for bulk trades assigned to the Bulk Department Staff
- Track Bids received, won and lost and reasons why and convert compilation in to monthly reporting
- Track capacity assigned to each staff member
- Coordinate purchase review of files in conjunction with bulk trades and funding by assigned fund dates
- Supervise Team Coordinator to facilitate appropriate review times have been assigned by trade and volume of trade
- Negotiate contract terms and ensure appropriate communications of settlement and overall package terms to operational personnel (i.e
- Tax services fees, flood cert fees, funding fees, settlement dates, guidelines approved etc.)
- Coordinate and assign trades to purchase reviewers to validate closing guidelines have been adhered to and appropriate closing documents utilized when loans were closed by the correspondent
- Coordinate sales efforts to approved correspondents to sell to the Bulk Department
- Prepare and communicate documentation related to each trade won with deal team
- Facilitated transaction communications with correspondents, trouble shoot issues related to delayed fundings, documentation requirements
- Heavy customer (Correspondent, Regional sales and sales staff) contact
- Confirm settlement figures with correspondents for final fundings; coordinate release of wire with funders
- Prepare procedures for funders to accommodate all fundings with higher volume trades
- Coordinated trades average volume 150 units to 500 unit fundings per month
VICE PRESIDENT GENERAL MANAGER OF OPERATIONS/UNDERWRITING/PROCESSING
Real Estate Mortgage Corp.
Rocky River, OH
01.1989 - 05.2005
- Provide overall leadership and direct supervision for operation of mid-size mortgage banking and Escrow Company
- Provide daily supervision and direction for underwriting department, post-closing, human resource, quality control, MIS department, accounting department and administration
- Responsible for development of procedures for all areas outlined
- Strong history and development of underwriter and processing procedures with strong emphasis on FNMA, FHLMC, FHA & VA procedures and guidelines
- Responsible for staff appraiser as well
- Increased staff turn time capability with enhanced knowledge of DU//LP systems
- Responsible for obtaining delegated underwriter with 50+ lenders with emphasis on individual investor guidelines
- Responsible for development of procedures for post-closing guidelines for submission of MIC/LGC files within 7 days of closing with zero reject files
- Post-audit review functions developed and to ensure minimal errors and omissions
- Developed procedures for quality control with an emphasis on greater than 15% review of closed files
- Responsible for review of corporate contracts and licensed as Mortgage Operations by State of Ohio guidelines
- Approved for second mortgage approval and promoted from Vice President Underwriting/Operations
- Responsible for creating program specific guidelines for training loan officers and creating a related base program to enhance their skills and knowledge of guideline and related program parameters
- Strong emphasis on underwriting guideline knowledge
- Responsible for providing direction for and ensure implementation of business plan related to operations, budgetary requirements and effectiveness of programs and guidelines implemented
- Ensure cost effectiveness and quality of all products provided by outside vendors
- Create and offer tangible and intangible product differentiators to motivate current and potential new sales hires
- Responsible for ensuring proper closing procedures have been implemented and continue to be adhered to
- Responsible for approval of all changes related to closing, underwriting
- Responsible for enhanced improvements in all areas of responsibilities as assigned
Education
Paralegal Degree -
Academy of Court Reporting
Business Law Degree -
Kennedy University Business & David Myers University
Skills
- Strategic / Tactical Planning
- Regulatory Compliance
- Business Development
- Operations Management
- Licensed loan officer
- Mortgage & Real Estate Lending
- Loan Workout Experience
- Negotiations of repurchase request
- Cross-functional coordination
- Operational excellence
- Corporate administration
- Staff development
- Performance optimization
- Business analysis
Professionalorganizationsandaffiliations
- Ohio Mortgage Bankers Association
- Colorado Mortgage Bankers Association
Executivesummary - Summary
A proven visionary and strategic leader that translates business strategies into maximum profits commensurate with the best interest of shareholders, customers, employees, and the public. An expert in enhancing profitability; developing strategic lending initiatives; and growing each segment of a high-quality loan portfolio. Very knowledgeable of banking regulations and proven track record of implementing the necessary controls to ensure compliance. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics. A creative and highly organized administrator with exceptional analytical, communication and people skills. Significant experience in all aspects of the mortgage, underwriting, processing, closing, sales funding, shipping, MIS (computers systems) and quality control areas. Experience covering, planning development implementation and evaluation of procedures for all areas outlined. Corporate Secretary for previous firm for 14+ years.
Timeline
CHIEF OPERATIONS OFFICER
AMERICAN MIDWEST MORTGAGE CORP.
08.2006 - 08.2024
VICE PRESIDENT-BULK DEAL MANAGER
Aurora Loan Services
06.2005 - 02.2006
VICE PRESIDENT GENERAL MANAGER OF OPERATIONS/UNDERWRITING/PROCESSING
Real Estate Mortgage Corp.
01.1989 - 05.2005
Paralegal Degree -
Academy of Court Reporting
Business Law Degree -
Kennedy University Business & David Myers University
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