Jessica Cousar
Green Cove Springs,FL
Summary
To secure a position with a stable and profitable organization, where I can be a leader and utilize my business experience to the fullest.
Overview
22
22
years of professional experience
Work History
Vice President of Operations
Computershare (FKA LenderLive)
Jacksonville , FL
05.2020 - Current
- Oversees the implementing of the largest source and staffing leaders to build their teams alongside me to meet the targeted launch
- Key Accomplishments: Reviews budget for merit increases for employees that achieve an “Successful” on year end reviews
- Established SLA’s (Service Level Agreement) and set expectations with the client
- Created New Hire Desk Guides Reviewing contracts to ensure all requirements are captured within a desk guide if it is an area of responsibility for CPU
- Ensuring targets are being met to reduce any financial impact on CPU
- Lead projects to drive efficiency within several departments
Director of Operations
LenderLiveComputersLenderLiveLenderLive)
Jacksonville , FL
12.2016 - 05.2020
- Various leadership roles for a major BPO provider in the mortgage space, offering services from origination all the way through post-closing
- Key Accomplishments: Oversee several departments and job functions within the mortgage loan life cycle
- Work with a wide array of Clients; holding daily meetings with the Clients, including traveling to the Client’s site to review procedure changes to improve process
- Review daily production reports and monitor adherence to service level agreements
- Set monthly, quarterly and yearly goals for the management team
- Mentors, coach and counsel department managers and other team members
- Serve as an escalation point for Clients to help bridge the gap between both companies
- Hold teams accountable for quality to ensure that the Clients’ standards are met
- Implemented several clients; creating desk guides, SPO, hiring associates and launching four successful business partnerships
- Launched the largest client for the company and sustained business and increased numbers over the last 3 + years
- Largest Month 564 loans have been disbursed in June 2020 - 632,618,126.00 has funded.
Operations Manager
LenderLive Network
Glendale , CO
09.2014 - 12.2016
- Worked with the Pipeline Specialist and Processors on three separate client accounts
- Managing the QBR (Quarterly Business Meeting) with the Director and hosting clients when they were in the office
- Held the Pipelines Specialist and Processors to the client SLA’s (Service Level Agreement) and Quality standards
- Key Accomplishments: Completed Quarterly Business Meetings with the BPO client
- Resolved escalations from clients Managed several clients for the business.
Pipeline Specialist
LenderLive Network
Glendale , CO
04.2012 - 09.2014
- Worked with Processors to help them with their day to day duties and escalation
- Also covered entire pipeline while processor was out of the office and keeping up with my daily duties
- Key Accomplishments: Trained new hire employees Pipeline Reviews with Processors Ran Client calls with LO’s to cover loans closing in 10 days
- Managed Escalations for BPO client
- Lead several clients at once.
Mortgage Processor
LenderLive Network
Glendale , CO
07.2009 - 04.2012
- Working with Loan Officers, Borrowers and Vendors to submit loans to final approval to close and fund
- Key Accomplishments: Assisted with training of new hire employees Processed purchase, refinance and HELOC transactions Communicate with borrower(s), agents and Loan Officer(s) Submit files to underwriting and for clear to close Processed three clients at once.
Financial Aid Advisor
Kaplan University
Boca Raton , FL
08.2007 - 05.2009
- Worked many areas of the Financial Aide department multi-tasking calls and live chats
- All while keeping excellent customer services and passing all QA calls
- Key Accomplishments: Trained new hire employees Walked students through the Financial Aid process Audited calls for quality assurance
Mortgage Processor
LO’sSLA’sSLA’sLenderLive Network
Glendale , CO
09.2005 - 03.2007
- Working with Loan Officers, Borrowers and Vendors to submit loans to final approval to close and fund
- Key Accomplishments: Assisted with training of new hire employees Processed purchase, refinance and HELOC transactions Communicate with borrower(s), agents and Loan Officer(s) Submit files to underwriting and for clear to close
Mortgage Auditor Specialist
Universal Lending Corporation
Denver , CO
08.2001 - 09.2005
- Working with investors to purchase closed loans, including clearing any audits that were performed by the investor
- Also working on getting loans insured once the loans is closed
- Key Accomplishments: Auditing final documents for post closing Audit files to be shipped to investor/servicer Insuring FHA/VA transactions Analyze suspended transactions for purchasing by investor
Education
Criminal Justice
Kaplan University
05.2009
Culinary Arts
Art Institute of Colorado
01.2001
Skills
- Strong communication skills, excellent ability to adapt to difficult situations, detail oriented, capable problem solver, good organizational skills, time and project management, leadership skills
- Licenses: SAFE (NMLS - 363430), Kentucky, Florida, Maryland, Washington, Nebraska, Texas, Vermont, Montana, and Colorado
References
Available upon request
Timeline
Vice President of Operations
Computershare (FKA LenderLive)
05.2020 - Current
Director of Operations
LenderLiveComputersLenderLiveLenderLive)
12.2016 - 05.2020
Operations Manager
LenderLive Network
09.2014 - 12.2016
Pipeline Specialist
LenderLive Network
04.2012 - 09.2014
Mortgage Processor
LenderLive Network
07.2009 - 04.2012
Financial Aid Advisor
Kaplan University
08.2007 - 05.2009
Mortgage Processor
LO’sSLA’sSLA’sLenderLive Network
09.2005 - 03.2007
Mortgage Auditor Specialist
Universal Lending Corporation
08.2001 - 09.2005
Criminal Justice
Kaplan University
Culinary Arts
Art Institute of Colorado
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