Lauren Petersen
Burnsville,MN
Summary
Proven Mortgage Operations Supervisor with expertise in team training, performance monitoring, and quality control. Enhanced workflows to boost team efficiency and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Mortgage Operations Superviser
US Bank Home Mortgage
Burnsville, MN
05.2020 - Current
- Oversaw daily operations to ensure compliance with company policies and regulatory requirements.
- Led a team of associates, providing training and mentorship to enhance performance and productivity.
- Worked with many different lenders and Housing agencies, building strong business relationships
- Trained multiple teams of employees when we switched to a new data entry/review system
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
Mortgage Operations Team Lead
US Bank Home Mortgage
Hopkins, MN
01.2017 - 05.2020
- Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
- Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion.
- Assisted upper management in developing long-term strategic plans for departmental growth and success.
- Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
- Interacted well with customers to build connections and nurture relationships.
- Led a team of employees to spearhead a pilot project with a new data entry system, offering timely feedback and ideas for improvement
Mortgage Loan Purchase Specialist
US Bank Home Mortgage
Burnsville, MN
08.2015 - 01.2017
- Analyzed completed mortgage packages to ensure compliance with lending guidelines.
- Communicated with lenders to ensure all mortgage documents were completed accurately and complied with federal agency guidelines as well as any US Bank overlays
- Regularly maintained a working number of 65-90 loans, ensuring that each loan was purchased within the allotted time frame, usually within 30 days or fewer
- Collaborated with cross-functional teams to resolve complex customer inquiries related to mortgage products.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Education
Bachelor of Science - English
University of Minnesota
Minneapolis, MNSkills
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
- Team Training
- Customer relationship development
- Microsoft office
- Staff training
Accomplishments
Received a "Legends of Possible" award in 2020 for my outstanding performance
Timeline
Mortgage Operations Superviser
US Bank Home Mortgage
05.2020 - Current
Mortgage Operations Team Lead
US Bank Home Mortgage
01.2017 - 05.2020
Mortgage Loan Purchase Specialist
US Bank Home Mortgage
08.2015 - 01.2017
Bachelor of Science - English
University of Minnesota