Lisa Holley
Milford,Ohio
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
18
18
years of professional experience
Work History
Operations Manager
M/I Financial, LLC
06.2018 - 01.2024
- Oversaw daily operations, prioritizing tasks to ensure timely completion of work objectives.
- Streamlined mortgage operations by implementing efficient processes and reducing redundancies.
- Conducted regular audits of mortgage files, safeguarding against errors or discrepancies that could lead to financial loss or other issues.
- Responsible for underwriting all branch loan applications to Investor guidelines which included conventional, FHA and VA loans.
- Supervised mortgage processors and kept employees updated and compliant with company policies and procedures.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Maintained high level of customer service both internally and externally, which included reviewing customer satisfaction surveys from customers after closing and six months after closing.
- Developed and maintained relationships with external vendors and suppliers.
- Effectively communicated corporate policies, underwriting updates, product changes, policy changes, and procedures to staff.
- Maintained compliance with all applicable laws and regulations to achieve satisfactory procedural and compliance audits or examinations of branch operations
- Reported issues to higher management with great detail.
- Managed escrow holdback process for weather related appraisal items that need to be completed after closing.
Regional Operations Manager
U.S. Bank Home Mortgage
01.2017 - 09.2017
- Led team of ten processors and processing supervisor that supported Tennessee/Kentucky Sales Region.
- Maintained strong working relationships with our Sales Team.
- Conducted daily team huddles to cover any updates with team, daily goals and incorporated Team Building exercises.
- Maintained high level of customer service both internally and externally, which includes reviewing customer satisfaction surveys from customers with processors
- Effectively communicated new guidelines, policies, procedures, and products to staff.
- Completed monthly quality file audits to ensure processors follow process and procedures
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Maintained compliance with all applicable laws and regulations to achieve satisfactory procedural and compliance audits or examinations of branch operations.
AVP, Direct Channel Processing Manager
Fifth Third Bank
05.2008 - 01.2017
- Managed team of 14 mortgage processors, ensuring accuracy and timeliness in all stages of loan process.
- Managed high-volume pipeline of loans while maintaining strict attention to detail and prioritizing tasks effectively.
- Contributed to positive work environment by encouraging open communication among team members leading towards better results.
- Initiated successful employee retention strategies through recognition programs that bolstered morale.
- Mentored junior processors through hands-on guidance which further developed their skills in handling complex loans.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Monitor team quality through various reports to measure how each team member is stacking up against performance goals
- Manage Team to meet or exceed goals, objectives, and standards regarding Productivity and Service Level Agreement
- Ensured team provided high level of customer service to internal and external customers
Wholesale Closing and Registration Manager
Fifth Third Bank
04.2006 - 05.2008
- Managed Closing and Registration department with total staff of 14 employees
- Oversaw day-to-day operations, which included scheduling, closing preparation, funding, quality control, compliance, post-closing error corrections and registration and pricing of all wholesale loans
- Maintained and reconciled funding and wire report to ensure loans are funded and banked in balance
- Performed audits of closed files to meet quarterly Sarbanes Oxley requirements
- Plan, assign and monitor workflow to ensure efficiency and production standards are met and maintained
- Responsible for improving closing compliance procedural and regulatory as identified by stoplight report from Red to Green
Education
High School Diploma -
Amelia High School
Batavia, OHSkills
MS Office 365
Team Building/Leadership
Employee Motivation
Staff Retention
Interpersonal Communication
High-Pressure Environments
Risk Analysis
Regulatory Compliance
Customer Service
Process Improvement
Troubleshooting and Problem Solving
Solutions Development
Policies and Procedures Implementation
Performance Management
Performance Evaluations
MS Office 365
Accomplishments
- Earned the “Top Performing Processing Manager” Award in 2013 for the first quarter.
- Earned the “Top Performing Processing Manager” Award in 2013 for the third quarter.
- Earned the “Top Processing Manager” Award in 2013 for Processing Manager of the Year..
- Promoted to Assistant Vice President after 2 years with the company.
Timeline
Operations Manager
M/I Financial, LLC
06.2018 - 01.2024
Regional Operations Manager
U.S. Bank Home Mortgage
01.2017 - 09.2017
AVP, Direct Channel Processing Manager
Fifth Third Bank
05.2008 - 01.2017
Wholesale Closing and Registration Manager
Fifth Third Bank
04.2006 - 05.2008
High School Diploma -
Amelia High School