Lindsey Roberts

Responsible for the design, development, and implementation of production growth and geographical expansion strategies. Lead and support a team of 30+, overseeing areas of business development, production, operations, secondary market and quality assurance for both First Mortgages and Home Equity products. Highlights include, but are not limited to:

• Identified process improvement opportunities and implemented solutions to better streamline operations, resulting in exceeding annual targets by $103M in my first year.
• Onboarded a new investor within my first six months, significantly reducing our loan-to-share ratio, and improving our balance sheet, while also increasing our annual revenue by $600,000.
• Implemented a disclosure desk, resulting in a decrease of annual losses by 40%, and significantly improving our noncompliant error reports.
• Developed a fully compliant pre-approval program, increasing our reputability and confidence with real estate agents and members.
• Created process maps for workflows and procedures for each role's responsibility within the department for improved training, consistency, and business continuity.
• Implemented an improved compensation package that cultivated a culture of increased self-sourced business, bringing new business to the credit union.
• Led strategic planning and execution to enter new state territory for approved loan originations, supporting the organization's growth initiatives.
• Implemented strategic offerings to enhance the company's suite of products and services, including a 100% program and a fixed home equity product.
• Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.

Responsible for the business development and relationship management of our correspondent lending partners. Provided direct oversight to our internal processing, underwriting, and funding teams of 30 employees across three service centers nationwide. Highlights include, but are not limited to:

• Transformed the department from a non-delegated correspondent lending channel into a fully delegated correspondent lending channel within the first six months.
• Developed guidelines, departmental roles, training programs, and expectations for both correspondent lender partners, and internal team members.
• Initiated and implemented 13 new, successful correspondent business relationships over a 2-year period, including contract negotiations and service-level agreements.
• Increased loan purchase volume by 16% year over year.
• Increased employment engagement survey scores by 2% each year.
• Implemented key performance indicator scorecards for correspondent lenders and internal employees.
• Assisted in developing new software and LOS systems to fit the needs of the department.
• Responsible for internal, investor, and regulatory audits.

Responsible for the oversight of our consumer direct channel, leading our mortgage loan consultants and loan processors in a fast-paced, high-production environment. Highlights include, but not limited to:

• Recognized by management for providing exceptional customer service. Earned the 'No Speed Limit' award directly from the CEO.
• Provided loan structure guidance to loan consultants, assisting with product alignment based on credit/income analysis.
• Monitored the daily operations of the mortgage team to ensure accuracy and efficiency.
• Developed and implemented strategies for meeting individual and departmental goals.
• Tracked key metrics related to the mortgage team's performance, including customer satisfaction scores. Coached the team on opportunities for improvement.
• Maintained up-to-date knowledge of current lending regulations, policies, best practices, industry trends, and market conditions.
• Implemented quality control measures to maintain high standards across the organization's mortgage services.
• Managed the team to ensure compliance with all state and federal regulations.
• Resolved customer complaints in a professional manner.

This was a hybrid role, responsible for both consumer direct originations, as well as loan processing, the loan transaction.

• Manage a pre-approval pipeline of 100+ units, as well as a processing pipeline of 70+ units per month, on average.
• Averaged 55 closings per month from 2008 to 2011, with the top month being 63 units closed.
• Consistently met purchase contract dates, and maintained closing loans in 45 days or less.
• Communicated regularly with customers throughout the entire process from origination through closing.
• Collected required documentation from members, such as proof of income, and employment verification.
• Analyzed credit, income, and assets to qualify borrowers for eligible products.
• Submitted completed loan packages to underwriting department for approval or denial decisions.
• Coordinated with underwriters to resolve loan application issues and discrepancies.
• Worked with third-party vendors to address and clear loan closing requirements.
• Trained new loan processors on company procedures and loan processing software.

Responsible for serving customers coffee, tea, and other beverages as requested. Manager responsibilities included managing the register, daily bank deposits, shift schedules, inventory, and working with vendors for supplies.

• Recruit, hire, and train new staff.
• Train supervised junior baristas during their shifts, ensuring they followed established protocols for preparing coffee drinks correctly.
• Addressed and resolved customer concerns to maintain brand loyalty.
• Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.