Jessica McHugh
Des Moines,Iowa
Summary
Seasoned Operations Manager and talented leader with years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
12
12
years of professional experience
Work History
Lending Operations Manager- Closing
Wells Fargo Home Mortgage
12.2020 - 05.2024
- Managing specialty closing team consisting of Wealth Investment Management, relocation, and other various loan types for New York within Home Lending Operations
- Managing priorities designated by senior leadership and providing feedback on results in both written and verbal communication methods
- Continuously drive importance of the customer experience through written and verbal communications and in both individual and group settings where flexibility, adaptability and accountability are present
- Ability to research complex situations to identify and evaluate trends, isolate root cause, and provide resolution
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Work Director 2
Wells Fargo Home Mortgage
08.2020 - 12.2020
- Reviewed, prioritized, and distributed daily work to meet deadlines and goals
- Monitored work in progress, adjusting as needed
- Gave feedback and training to staff, including team and management
- Addressed scheduling issues, including absences and tardiness
- Assisting with upskill trainings and perform one on one reviews of pipelines and daily work
- Identify gaps in process knowledge and or procedures.
Mortgage Processor 5
Wells Fargo Home Mortgage
02.2020 - 08.2020
- Effectively managed a pipeline of 25-50 conventional, VA and relocation mortgage loans by utilizing reporting, procedures, and policies to adhere to compliance standards
- Acted as a liaison with borrowers to provide excellent service when requesting documents and/or information regarding the loan
- Worked directly with mortgage consultants, underwriters, loan officers and mortgage closers to close loans quickly and to provide excellent customer service
- Collectively gathered information and collaborated with external partners such as insurance agents, secondary lenders, real estate agents, title companies/attorneys, etc
- Assisted with training and implementation of new employees along with changes within the department by conducting side by side trainings and attending partner team meetings, as well as reporting any issues/solutions to situational obstacles
- Consistently maintained high employee ratings and have been viewed by peers and management as a strong processing, closing, and funding resource.
Mortgage Closer 3
Wells Fargo Home Mortgage
06.2015 - 02.2020
- Collaborated closely with underwriters, processors, and title companies for seamless loan closing experiences.
- Collectively gathered information and collaborate with our external partners such as insurance agents, secondary lenders, real estate agents, title companies/attorneys, etc
- Scheduled loan closings, review closing fees, approve final closing disclosures and ensure our borrowers have a flawless closing experience
- Acted as the final review on all loans prior to the borrower's closing date by analyzing all data provided, verifying the accuracy of the file, and minimizing risk and deficiencies
- Effectively managed a pipeline of 25-50 conventional, VA and relocation mortgage loans by utilizing reporting, procedures, and policies
- Experience using various loan origination/servicing programs including but not limited to: CORE, OPS Microsoft Office, etc
- Assisted with training and implementation of new employees along with changes by conducting side by side training and attending partner team meetings.
Operations Processor 2
Wells Fargo Home Mortgage
09.2012 - 06.2015
- Demonstrated organizational and time management skills while indexing documents to exceeding production goal
- Worked efficiently in a fast paced and deadline driven environment while maintaining high quality ratings.
Education
Accounting and Business Management -
Kaplan University
Urbandale, IA01.2012
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Project Management
- Performance monitoring
- Retail Operations Management
- Business Administration
References Available
True
Timeline
Lending Operations Manager- Closing
Wells Fargo Home Mortgage
12.2020 - 05.2024
Work Director 2
Wells Fargo Home Mortgage
08.2020 - 12.2020
Mortgage Processor 5
Wells Fargo Home Mortgage
02.2020 - 08.2020
Mortgage Closer 3
Wells Fargo Home Mortgage
06.2015 - 02.2020
Operations Processor 2
Wells Fargo Home Mortgage
09.2012 - 06.2015
Accounting and Business Management -
Kaplan University