Management Professional offering outstanding presentation, communication and cross-cultural team management skills. High-energy, results-oriented leader with an entrepreneurial attitude.
Hi, I’m
Kimberly Hansen
Henderson,Nevada
Summary
Overview
26
years of professional experience
Work History
Envoy Mortgage
Onboarding Manager
09.2022 - 05.2023
Job overview
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Helped new hires complete and submit required paperwork, set up benefits accounts, and initiate direct deposits.
- Reviewed onboarding processes regularly, identifying and correcting deficiencies.
Envoy Mortgage
Production Support Manager
07.2021 - 09.2022
Job overview
- Escalated and resolved major service issues.
- Organized schedules, monitored shifts and made sure there was apt coverage.
- Provided status reports to management.
- Evaluated employee performance and provided feedback and training as needed.
- Analyzed production data and prepared reports for senior management.
- Determined quality control standards.
- Organized relevant training sessions and personally trained new members of team.
Envoy Mortgage
Mortgage Training Specialist
12.2019 - 07.2021
Job overview
- Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
- Trained and mentored new personnel hired to fulfill various roles.
- Documented participation and evaluated learning for each participant.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
Envoy Mortgage
Branch Liaison
04.2016 - 12.2019
Job overview
- As a branch liaison we are the support team for the branches for anything that prevents them from moving forward and producing
- We resolve DU/LPA errors, input errors, DTI mismatches, product/ guidelines, AllRegs, Bond questions, loan set up, training, etc
- I am also the Branch Support Concierge, this is my initiative - it was an idea leadership had and they let me run with it - I have designed it where
- I am the lifeline for all new Originators, anything they need they call me directly, skype or email me
- The idea is to make the transition as seamless as possible, if I do not know the answer I will put them in front of the department that does
- The Concierge service provides a comfort level that the originator is not alone in the transition and he/she can stay focused on developing business, it has been received very well
- Branch Support is the heart of the operation as just about everything passes through our department.
Finance of America
Transaction Coordinator
08.2015 - 02.2016
Job overview
- Reviewed and executed confidential documents, contracts and disclosures.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
Barclaycard
Fraud Team Manager
09.2014 - 01.2015
Job overview
- Leading a call center team of 31 Fraud Analysts
- Daily mentoring and training through analysis of Average Handle Time (AHT), Utilization, Productivity,
- Quality and Compliance reports
- Review and report Fraud trends to Senior Management
- Huddle and discuss Fraud Strategies as they relate to real time trends
- Use scorecards and Quality call monitoring to determine opportunity areas and create a personalized training program to correct
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Venta Financial Group
Underwriting Manager/Compliance Auditor
06.2014 - 09.2014
Job overview
- Led a team of 8 Government underwriters FHA VA USDA
- Responded to all Dept
- Of Housing and Urban Development (HUD) Audit fails by re-underwriting theloan, curing the deficiencies and supplying a narrative to support
- Attended regular meetings and calls with Federal Housing Administration (FHA) to discuss updates,future changes, trends, etc.
Citi
Senior Analysis & Planning Lead, Vice President
01.2013 - 08.2013
Job overview
- Led a cross-functional team of five (5) Analysis & Planning Leads from pre through postlaunch action plans to support product development and fix product defects
- Strengthened company's business by leading implementation of performing web sitetesting to ensure functionality, identifying production issues and assisting with resolution
- Accountable for drafting scope documents based on functional & business requirements;projecting time lines & staffing needs; managing multiple projects simultaneously
- Troubleshot and resolved internet connectivity and general software and hardware
Citi
Assistant Vice President, Operations Manager
09.2009 - 01.2013
Job overview
- Months)
- Mentored, coached and trained 27 team members
- Served as mentor to junior team members
- Increased profits by developing, initiating, and managing the "Dedicated Team Concept"
- Developedand shared best practices across the company, including "Finish Strong through Leadership"
- Assistedwith the development and re-launch of Citi Mortgage here in the Las Vegas Valley in 2009
- Recruited,hired and trained 90 - 100 new employees for Underwriting Teams and Processing Teams
- Usednetworking opportunities to create successful, on-going business relationships
- Acted as customerliaison between sales management and personal accounts.
Various Companies
Senior Underwriter
09.1997 - 09.2009
Job overview
- Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies of client files
- Conducted analysis to address accuracy of original loan file submitted
- Worked independently and reported variances identified.
- Approved or denied loans based on established criteria and underwriting guidelines.
- Evaluated loan applications, determining creditworthiness, assessing risk and establishing loan conditions.
- Reviewed appraisals and title documents to verify accuracy and completeness.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
Skills
- Leadership & Communication
- Fraud Strategy
- Project Management
- Cross Functional Team Building
- Business Operations Strategy
- Staff Motivation
- Call Center Management
- Start-Ups and Acquisitions
- Operations Management
- Analysis
- Business Development
- Onboarding New Employees
- Performance Improvement
- Employee Timesheet Processing
- Employee Performance Management System
Timeline
Onboarding Manager
Envoy Mortgage
09.2022 - 05.2023
Production Support Manager
Envoy Mortgage
07.2021 - 09.2022
Mortgage Training Specialist
Envoy Mortgage
12.2019 - 07.2021
Branch Liaison
Envoy Mortgage
04.2016 - 12.2019
Transaction Coordinator
Finance of America
08.2015 - 02.2016
Fraud Team Manager
Barclaycard
09.2014 - 01.2015
Underwriting Manager/Compliance Auditor
Venta Financial Group
06.2014 - 09.2014
Senior Analysis & Planning Lead, Vice President
Citi
01.2013 - 08.2013
Assistant Vice President, Operations Manager
Citi
09.2009 - 01.2013
Senior Underwriter
Various Companies
09.1997 - 09.2009
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