Hi, I’m
Joy Shears
Mortgage Processing Manager
Huntersville,NC
Summary
Experienced Mortgage Processing Manager with over 13 years of experience in the mortgage lending industry. Excellent reputation for resolving problems and improving customer satisfaction. Successful at managing multiple priorities with a positive attitude. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
years of professional experience
4
years of post-secondary education
Work History
Better MortgageCharlotte, NC
Mortgage Loan Processing Manager
09.2019 - 04.2022
Job overview
- Sole Amex partnerships Processing Manager responsible for overseeing processor’s in NC, CA and NY
- Daily pipeline management to ensure all loans are moving through 3rd party processes and borrowers are contacted regularly to allow loans to close as scheduled
- Monitor each Loan Processor’s workload to make sure loans are evenly distributed and touched daily
- Train Processors on new and existing loan products, policies, and changes within underwriting and investor guidelines
- Support and mentor staff through biweekly 1:1’s and daily zoom office hour meetings to assist with daily suspense troubleshooting and/or general questions
- Interview prospective processors and assist in the hiring process when needed
- Modify and develop workflows for processors using Looker data and team dashboards via Google sheets
- Conduct weekly team syncs to cover new procedures and set clear expectations of our teams goals
- Work with multiple departments to facilitate the progress of investor conditions and ensure they are met in a timely manner.
- Make decisions on loan requests, approve lender concessions and suggest alternative solutions to find a path forward
- Complete annual compliance and NMLS continuing education required to maintain MLO licensing in 12 states
- Collaborate with closing, underwriting and issue resolution teams to ensure processors are familiar with the entire scope of the loan process, and promote positive cross-functional relationships across operations
Keller Williams, High Performance Real Estate AdvisorsCharlotte, NC
Licensed Realtor
08.2017 - 02.2019
Job overview
- Built a showing specialist playbook to be utilized as a training resource for income showing agents
- Rigorously prospect for new business and follow up with leads in the pipeline
- Achieve productivity and revenue targets while responding efficiently to client inquiries
- Outbound calling, e-mail communication, coordination and scheduling of real estate buying and selling consultations
- Manage the cultivation of inbound sales inquiries to convert leads into appointments
- Follow up with past clients to maintain relationships and to obtain referrals
- Follow scripts to deliver value, consistency, and handle objections
- Strategically maintain proficiency and punctuality while scheduling and attending home showings
- Educate buyers on lending requirements and keep them abreast of underwriting timelines and their need for certain documentation
- Communicate with agents and staff regarding expectations, offer status, and feedback for all homes visited
- Attend Open Houses to generate new leads via face to face outside sales techniques
PHH MORTGAGEJacksonville, FL
Remote Credit Risk Underwriter III
08.2012 - 06.2017
Job overview
- Conduct underwriting responsibilities while completing an in-depth review of assets, credit, and income for high net worth borrowers on both conventional and non-conventional loans
- Handle a diverse range of loans including Home Equity Lines of Credit, Jumbo, Harp, Purchase, and cash out / no cash out refinance loans
- Focus on Merrill Lynch, Morgan Stanley and Fannie Mae regulatory guidelines, ensuring all loans were compliant upon closing
- Decrease turn time and eliminate multiple underwriter reviews by confirming all appropriate research avenues were utilized
- Review income sources such as self-employment income or borrowers whose main source of income is through asset depletion
- Establish rapport with Loan Processors, communicating effectively to limit turn time and increase the quality of information by achieving strong customer quality reviews.
WELLS FARGOCharlotte, NC
Consumer Loan Underwriter II
01.2010 - 08.2012
Job overview
- Review and analyze consumer requests within company guidelines for the Home Equity Channel
- Calculate debt service ratios and combined loan to value to determine eligibility for a line of credit
- Analyze credit reports and credit history to evaluate the consumer's ability to afford the line of credit
- Review appraisals to determine the condition and marketability of collateral properties and reduce company risk by confirming properties meet all lending guidelines
- Attend Underwriter Income, Credit Training and Appraisal courses to minimize quality findings and enhance compliance
- Collaborate with Private Bankers and Home Equity Specialists to ensure the appropriate documentation was received in a timely fashion
- Participate as a Q12 Project committee member - measuring the employee's overall work experience, offering opportunities for employee engagement, and laying the foundation for the implementation of improvement strategies
- Assist the Decline Team due to high volume by informing customers of their application status and reevaluating credit decisions in search of missed opportunities
- Oversee team engagement and event planning to build stronger teams and generate a more fluid work environments.
WELLS FARGOFort Mill, SC
Home Preservation Underwriter
01.2009 - 01.2010
Job overview
- Perform financial and quality reviews of each mortgage loan assigned while identifying a likely reason for default, and ensure the appropriate decision is conveyed to each borrower.
- Follow Freddie Mac investor guidelines to mitigate losses.
- Offer a positive alternative to borrowers failing to qualify for a modification or forbearance by allowing them other opportunities to avoid foreclosure.
- Process loans qualifying for the Home Affordable Modification Program (HAMP) for Freddie Mac and enhance sustainability of home ownership.
- Train incoming underwriters on the process, investor guidelines, and company procedures to minimize company overhead and establish an effective one-on-one underwriting training experience.
- Communicate with borrowers and vendors to obtain the documentation required for an accurate and timely review.
- Participant in the Accelerated Management Workshop to enhance leadership qualities.
- Travel off site to perform face-to-face reviews with borrowers, increasing their awareness of alternatives to foreclosure.
Education
The Ohio State UniversityColumbus, Ohio
Bachelor of Arts from Strategic Communications
08.2001 - 08.2005
Skills
Underwriting
FNMA
FHACredit AnalysisLoan OriginationManagementNegotiationAnalysis SkillsSalesReal EstateFreddie MacLoss MitigationLicensed MLO in CA, DE, DC, IN, IA, ME, MI, PA, RI, SC, VT, and WI
Licensed Real Estate Agent in North Carolina and South Carolina
NMLS #582075
Timeline
Mortgage Loan Processing Manager
Better Mortgage
09.2019 - 04.2022
Licensed Realtor
Keller Williams, High Performance Real Estate Advisors
08.2017 - 02.2019
Remote Credit Risk Underwriter III
PHH MORTGAGE
08.2012 - 06.2017
Consumer Loan Underwriter II
WELLS FARGO
01.2010 - 08.2012
Home Preservation Underwriter
WELLS FARGO
01.2009 - 01.2010
The Ohio State University
Bachelor of Arts from Strategic Communications
08.2001 - 08.2005