Jordan Hackney
Small Business Lending Operations Management
Tarpon Springs
Summary
Analytical professional offering more than 10 years' experience of risk assessments and operations management with success in managing a team handling multimillion-dollar book of business in a fast-paced environment. Highly adept to frequent change in policies and procedures. Skilled at performance management, training, coaching, operations management, and motivating a team. Team-oriented with success in building relationships with clients and team members.
Background includes the training and mentoring of multiple roles including entry level to seasoned roles as well as building operational excellence in the start-up space. Experience in working for federal banking institutions and start-up FINTECH companies. Experience in Consumer Lending, Small Business Lending including MCA, Conventional Loan, and SBA Loan products. Dedicated to improving team's productivity and helping each department work together to achieve objectives.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Small Business Loan Closing Manager
IBusiness Funding, LLC -Remote
11.2023 - Current
- Cross-collaborate with multiple departments ensuring smooth operational processes between stages is maintained, improving client satisfaction and business bottom lines.
- Improved employee morale by fostering a positive work atmosphere and providing support and guidance to team members when needed.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all closing transactions.
- Manage large team of credit approvers and closing specialists across various SBA and small business conventional loan products.
- Experience managing domestic and international employees.
- Experience working for federal banking institutions and start-up FINTECH companies
- Cross-collaborate with internal and external partners in building out of system improvements and additional system features to improve system quality
- Work directly with upper leadership including CEO to deliver product performance results and discuss new product option launches
- Responsible for building all training material, training agendas, timelines, 30/60/90 day plans, scheduling training and leading training sessions for entry level and seasoned roles
- Leveraged technology to automate routine tasks, allowing more focus on client interaction and complex issues.
- Addressed and resolved client concerns promptly, maintaining high level of client trust and satisfaction.
MCA Underwriting Manager
IBusiness Funding, LLC - Remote
04.2023 - 11.2023
- Championed ongoing education efforts by organizing seminars, workshops, or webinars to stay current on industry trends and advancements.
- Managed a high-performing team of underwriters, providing guidance and support to ensure consistent results.
- Conducted regular performance reviews for team members, fostering professional growth and promoting a culture of continuous improvement.
- Ensured efficient workflow management by establishing clear priorities and monitoring progress regularly.
- Worked directly with upper leadership including CEO to manage credit guidelines, trends, and necessary changes needed for product based on industry trends.
- Experience with domestic and international direct reports.
- Improved underwriting performance by streamlining processes and implementing best practices.
- Maintained compliance with regulatory requirements by staying updated on industry changes and adjusting policies accordingly.
- Coordinated cross-functional projects aimed at improving overall business performance through innovative problem-solving approaches.
- Analyzed market trends to identify potential risks and opportunities for strategic business development initiatives.
- Built strong relationships with brokers and agents, providing exceptional customer service while negotiating policy terms effectively.
Sr. Specialty Underwriter, Non-Agency Portfolio
Citizens Bank - Remote
09.2021 - 11.2022
- Made approval and denial recommendations by determining accurate risk levels.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Evaluated complex applications and effectively made decisions on acceptance, rejection or modification of Real Estate Mortgage proposals for up to $3 million.
- Achieved 100% quality results while effectively maintaining high productivity balancing risks and business growth.
- Coordinated and communicated with internal officers to initiate strategies for effective loan processing and approval.
- Assessed exposure, compared valuations and evaluated risk with the inclusion of reviewing for any possible exceptions.
Review of Construction-to-Permanent Mortgage Refinance & Purchases, Portfolio, Non-Agency applications. - Applied knowledge of underwriting guidelines to maintain compliance with applicable regulations to and company standards.
- Controlled risk/loss by accessing risk, conducting thorough review with research and recommending policy solutions.
- Assisted senior executives with escalations and achieving results prior to expiration of time sensitive deadlines.
Sr. Mortgage Underwriter
Bank of America, NA - Hybrid
01.2015 - 09.2021
- Traveled to various site locations across the United States to participate in the training of employees to improve in site overall quality and production metrics.
- Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records, and current financial status.
- Maintained mortgage program compliance with federal agencies such as VA, HUD, and FNMA.
- Verified integrity of applicants' information to minimize fraud for Conventional Fannie Mae/Freddie Mac Purchases & Refinances as well as Home Equity Lines of Credit up to $2
Million. - Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Worked with processing team members to communicate errors and obtain missing information for current applications.
- Guided, mentored and coached underwriters in both technical and professional skills, instilling best practices and company standards.
- Facilitated multiple training classes as well as secondary reviews to provide guidance and coaching.
- Achieved 100% credit quality for straight 28-month period while maintaining production.
Home Mortgage Service Processing Specialist I & II
Bank Of America, N.A. - On-Site
03.2013 - 01.2015
- Traveled to various site locations across the United States to participate in the training of employees to improve in site overall quality and production metrics.
- Completed coverage by delivering policies, planning future follow-up conversations and evaluating needs.
- Provided members with optimum sales and service experience to enhance member affinity to company.
- Reduced processing time with the application of automated systems, resulting in faster turnaround times for clients.
- Assisted in the development of training materials for new hires, facilitating a smooth onboarding experience for incoming team members.
- Explained different types of loans pertaining to client situations for Home Equity lines of credit applications.
- Worked with underwriters to fix application problems and resolve issues.
- Selected as "Subject Matter Expert" to assist in training of employees.
- Reviewed loan files and analyzed credit, capacity and collateral documentation for acceptability.
- Managed over 10 customer calls per day while processing on average 17 applications per day.
Operations Manager/Teller Supervisor
Webster Bank, N.A. - On-Site
04.2008 - 03.2013
- Held various roles for employer during this time.
- Assisted in the rebuilding of the management team and overall business operations for the 3rd largest branch in the company which processed over $19,000/month.
- Trained entire staff at branch location
- Reorganized, audited, and integrated new processes for all daily branch operations including documentation management, cash management, privacy management and customer relations.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Counted cash drawers and made bank deposits.
- Streamlined teller operations for improved accuracy and efficiency in transaction processing.
- Boosted overall branch performance by developing strong relationships with customers and providing personalized service.
- Examined tellers' reports of daily transactions for accuracy.
Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks. - Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained audit compliance for federal and bank standards.
- Managed 7+ associates as well as daily function of all branch operations
Education
High School Diploma -
Torrington High SChool
Torrington, Connecticut, United States 08.2003 - 06.2007
Skills
Operations
Timeline
Small Business Loan Closing Manager
IBusiness Funding, LLC -Remote
11.2023 - Current
MCA Underwriting Manager
IBusiness Funding, LLC - Remote
04.2023 - 11.2023
Sr. Specialty Underwriter, Non-Agency Portfolio
Citizens Bank - Remote
09.2021 - 11.2022
Sr. Mortgage Underwriter
Bank of America, NA - Hybrid
01.2015 - 09.2021
Home Mortgage Service Processing Specialist I & II
Bank Of America, N.A. - On-Site
03.2013 - 01.2015
Operations Manager/Teller Supervisor
Webster Bank, N.A. - On-Site
04.2008 - 03.2013
High School Diploma -
Torrington High SChool
08.2003 - 06.2007
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