Kathleen Dyer
Summary
Strategic-thinking professional with expertise driving business growth to exceed expectations. Expert in mortgage operations and talented coach and mentor.
Overview
15
15
years of professional experience
Work History
Senior Vice President, Mortgage Fulfillment Center Manager
Truist
04.2023 - 03.2024
- Responsible for the management of a retail mortgage fulfillment center supporting mortgage originations teams within the southeast footprint of Truist Bank.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Managed budget and expenses within center including but not limited to all staffing and TRID related expense
- Developed ongoing partnerships with Retail Mortgage Sales Leadership, loan officers and external partners, encouraging teamwork while ensuring process adherence
- Identified opportunities to improve business process flows and productivity.
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
- Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
- Cultivated positive relationships with employees by implementing monthly brainstorming events to resolve issues, provide feedback and encourage collaboration.
Mortgage Operations Manager
PenFed Credit Union
02.2021 - 11.2022
- Responsible for opening a regional mortgage operations hub in Charlotte, North Carolina for the mortgage division of PenFed
- Developed training programs for new hires, fostering a collaborative environment and promoting professional growth.
- Conducted regular audits of mortgage files, safeguarding against errors or discrepancies that could lead to financial loss or legal issues.
- Increased loan application approvals by ensuring compliance with federal regulations and company policies.
- Collaborated with cross-functional teams to develop strategies for improving overall efficiency in the mortgage department.
- Developed ongoing partnerships with Sales Leadership and Loan Officers to encourage teamwork and ensure process adherence
- Force Multiplier award winner in July 2022 for implementing processing procedures and leading the pilot processing team for the introduction of FHA to PenFed's mortgage teams.
VICE PRESIDENT, LOAN SUPPORT DIVISION MANAGER
SunTrust Bank
05.2016 - 02.2022
- Responsible for leading the sales support staff of the southeast mortgage division within Truist Mortgage.
- Maintained compliance and minimum submission standards within prescribed service level agreements that resulted in 95.8% of loans passing a minimum submission audit and going directly to Underwriting
- Established performance goals for department and provided methods for reaching milestones.
- Developed ongoing partnerships with Sales Leadership to encourage teamwork and ensure process adherence.
- Served as a Purpose Ambassador and Super Purpose Ambassador, a nominated position that serves as an opportunity for teammates to lead by example and put our purpose of financial confidence and a life well spent at the forefront of our interactions with fellow teammates, clients and business partners.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
BPO SERVICE DELIVERY OPERATIONS MANAGER
Accenture Credit Services
05.2015 - 05.2016
- Responsible for the leadership of a mortgage fulfillment team of 65 employees within a global BPO organization, responsible for compliance, processing and closing an active pipeline of 1200+ loans to be delivered and closed within prescribed and contractual service level agreements
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
VICE PRESIDENT, AREA OPERATIONS MANAGER
SunTrust Mortgage Corporation
06.2011 - 12.2014
- Coached and developed team of 40+ employees, responsible for Retail Production Operations in North and South Carolina
- Responsible for the origination, compliance and processing of an active pipeline of 600+ loans to be delivered and closed within prescribed Service Level Agreements
- Authored and Implemented comprehensive compliance procedures that decreased regulatory violations by 90% within 6 months
- Implemented ongoing client interaction training and coaching techniques that resulted in a 92.7% customer satisfaction score within 12 months
- Developed and maintained ongoing partnerships with Sales Leadership to encourage teamwork and ensure process adherence within intersecting lines of business
- Maintained performance management standards and executed ongoing teammate engagement action plans to increase teammate loyalty and productivity.
- Delivered strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
INVESTOR RELATIONS MANAGER
Dover Mortgage Company
05.2010 - 05.2011
- Partnered directly with Secondary Investors to maintain loan performance and complete secondary transactions
- Performed loan level audits to ensure operational and regulatory compliance and improve quality control procedures
- Ensured operational processes respond to operational risk and control objectives, process improvement goals, and achievement of business goals
- Implemented underwriting and operational training to ensure compliance with investor, GSE and regulatory guidelines.
- Conducted in-depth industry research to identify trends, opportunities, and potential risks for strategic decision making.
- Streamlined investor inquiries response process to enhance stakeholder satisfaction levels.
OPERATIONS MANAGER
Dover Mortgage Company
01.2009 - 05.2010
- Coached and developed team of 20+ employees, responsible for wholesale and retail loan production.
- Developed and maintained training and account relationship strategies for Sales, Underwriting and Processing, Closing and Post Closing, including content development, workshop facilitation, and management procedures
- Maintained an active pipeline of 300+ loans
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Increased closed volume from $43 million (January 2009) to $60 million (June 2009).
Education
Western Michigan University
Kalamazoo, MISkills
- Operational Excellence
- Operations Management
- Customer Support
- Strategic leadership
- Recruiting and Hiring
- Organizational Development
- Policies and Procedures
- Process Improvements
- Partnership Development
Timeline
Senior Vice President, Mortgage Fulfillment Center Manager
Truist
04.2023 - 03.2024
Mortgage Operations Manager
PenFed Credit Union
02.2021 - 11.2022
VICE PRESIDENT, LOAN SUPPORT DIVISION MANAGER
SunTrust Bank
05.2016 - 02.2022
BPO SERVICE DELIVERY OPERATIONS MANAGER
Accenture Credit Services
05.2015 - 05.2016
VICE PRESIDENT, AREA OPERATIONS MANAGER
SunTrust Mortgage Corporation
06.2011 - 12.2014
INVESTOR RELATIONS MANAGER
Dover Mortgage Company
05.2010 - 05.2011
OPERATIONS MANAGER
Dover Mortgage Company
01.2009 - 05.2010
Western Michigan University
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