LISA BOLAND-PHILLIPS

Mortgage/Finance

Lakeville,MN

Summary

Strategic Leader with expertise prioritizing projects, planning workflow and managing employees to achieve operational goals. Resourceful individual with 23 years of active experience managing efforts within deadline-driven environments. Diplomatic individual with strong leadership and decision-making skills.

Overview

years of professional experience

Work History

Executive Assistant for Chief Financial Officer

US Bank, N.A.

09.2021 - 05.2022

Point of contact among executives, employees, and internal partners.
Microsoft Teams Owner for all things related to LIBOR/SOFR transition.
Handled confidential and sensitive information with discretion and tact.
Managed executive calendar, scheduling meetings and appointments to optimize time.
Screened calls and emails and responded accordingly to support executive correspondence.
Facilitated onboarding for incoming office staff.
Updated and maintained confidential databases and records.
Managed mail and both incoming and outgoing correspondence, mail, email and faxes for several team mailboxes.
Handled incoming and outgoing mail, email and faxes.
Upheld strict timetables by maintaining accurate, balanced calendars.

Executive Complaints Management Office Site Leader

Wells Fargo, NA

01.2020 - 08.2020

Site Leader of 200 team members.
Set performance standards to meet business objectives.
Oversaw staffing decisions, to include onboarding, training, and development of a diverse workforce
Partnered with internal business lines to resolve operational inefficiencies and customer dissatisfaction.
Developed and updated tracking spreadsheets for process monitoring and reporting.
Managed performance, production, and quality to ensure adherence of business line processes to minimize risk.

Mortgage Operations Servicing Manager

Ditech Financial, LLC

10.2013 - 09.2018

Lead a team of Solution Specialists, liaisons between Mortgage Servicing team, Loan Originations team, and Third-Party vendors.
Responsible for on-boarding of Co-Issue (Wholesale) lending clients to the Loan Servicing systems and ensure accuracy of all loan data elements.
Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
Optimized operational productivity and collaborated with staff to share and implement process improvements.
Decreased loan boarding error ratio from 18% to SLA of 3% by collaborating with our Wholesale clients and management to develop process improvements.
Identified issues through root cause analysis to implement corrective action.

Mortgage Operations Closing Manager

Green Tree Servicing

07.2012 - 10.2013

Responsible for the creation, development, and onboarding of new retail lending closing team.
Created all internal closing processes and procedures to meet regulatory and compliance requirements.
Main point of contact for partnership between the lender, legal and compliance departments.
Developed and maintained relationships with title companies and internal partners to ensure on-time mortgage closings.
Evaluated employee performance and conveyed constructive feedback to improve skills.

Loan Administration Manager II

Wells Fargo Home Mortgage- Home Services Lending

08.2007 - 08.2011

Built team of mortgage loan closers to analyze and process the mortgage loan closing package.
Ensured compliance of state, federal and agency guidelines for Conventional, FHA, VA, USDA, and Bond loans,
Subject Matter Expert for internal compliance team.
Created action plans to ensure quality threshold of 3% or less was met.
Monitored pipelines to track and log status of loans.

Education

University of Wisconsin- River Falls

01.1990

Skills

Customer Experience
Compliance Monitoring
Quality Assurance

Hiring and Onboarding
Process Development and Streamlining
Performance Monitoring and Evaluation

Timeline