Kristina Jones

Flagstar Bank Mortgage Operations Team was acquired by Mr. Cooper and was then acquired by A&D Mortgage.

Executed the successful onboarding of 17 employees to A&D Mortgage while managing the closeout of the pipeline with Mr. Cooper.

Government Insuring.

• Managed multiple projects simultaneously while maintaining high quality standards.
• Reviewed loan requests to ensure thoroughness and correctness of documentation prior to submission for the Insurance Application.
• Assisted in developing policy directives related to government insurance.

Compliance Review.

• Secured compliance vendor to perform comprehensive compliance testing in alignment with relevant laws, regulations, and standards.
• Developed interim solutions to facilitate compliance testing during vendor onboarding.
• Produced comprehensive user guide documentation for effective vendor engagement with company platform.

Loan Review.

• Developed a checklist for reducing risk exposure.
• Produced comprehensive user guide and training resources facilitating smoother onboarding experience for new hires and current employees.

Flagstar Bank Mortgage Operations Team was acquired by Mr. Cooper and was then acquired by A&D Mortgage.

• Ensured service-level turn times by directing and managing daily operational processes. Oversaw pipeline functions, optimizing task assignments based on reporting analysis. Managed daily operations, focusing on efficiency and productivity improvements.
• Evaluated the employee scorecard to identify areas for improvement. Facilitated biweekly discussions with the team (20) to discuss production and performance issues.
• Applied knowledge of conventional and government underwriting policies to enhance loan processing. Navigated investor regulations, such as TILA-RESPA, UCD, Early Check, and LQA, to maintain adherence to standards. Executed loan exceptions strategically, minimizing additional risk exposure.
• Ensured high-quality customer service to uphold positive relationships with customers, relying on strong written and verbal communication. Managed four regional inboxes to support internal and external partners.
• Assist internal and external partners by troubleshooting issues and delivering resolutions and guidance, while identifying opportunities to prevent recurrence.
• Determined the acceptability of documentation for curing conditions on all Correspondent (Delegated and Non-Delegated), Wholesale (Broker), and Retail loans. Verified the accurate setup of loans in servicing post-funding to enhance process integrity.

• Ensured service-level turn times by directing and managing daily operational processes. Oversaw pipeline functions, optimizing task assignments based on reporting analysis. Managed daily operations, focusing on efficiency and productivity improvements.
• Enhanced quality and efficiency by implementing strategic initiatives. Evaluated the employee scorecard to identify areas for improvement. Facilitated biweekly discussions with the team (20) to discuss production and performance issues.
• Ensured high-quality customer service to uphold positive relationships with customers, relying on strong written and verbal communication. Managed four regional inboxes to support internal and external partners.
• Assist internal and external partners by troubleshooting issues and delivering resolutions and guidance, while identifying opportunities to prevent recurrence.
• Determined the acceptability of documentation for curing conditions on all Correspondent (Delegated and Non-Delegated), Wholesale (Broker), and Retail loans. Verified the accurate setup of loans in servicing post-funding to enhance process integrity.
• Coordinate with senior leadership regarding capacity planning, project oversight, and strategic initiative conversations.
• Determined the acceptability of documentation for curing conditions on all Correspondent (Delegated and Non-delegated), Wholesale (Broker), and Retail loans.
  Verified accurate setup of loans in servicing post-funding to enhance process integrity.

• Monitored 50 customer pipelines to expedite purchases and improve service while reducing costs.
• Analyzed and mitigated areas of risk impacting bank operations.
• Facilitated relationships among operations, customers, and sales partners for broker and all correspondent channels.

• Advanced from entry-level role to Subject Matter Expert, Supervisor, Assistant Manager, and Manager via a series of promotions