Liza Nguyen

• Overseeing and leading multiple departments between 25-30 Account Managers, Onboarding Specialist and Team Leads, managing several pipelines using multiple CRMs and spreadsheets to keep cases moving throughout all stages of the clients journey
• Expert CRM's and spreadsheets to thoroughly auditing team pipelines including case details, notes, scheduled appointment, effective case management and document collection call listening and identifying compliance and risk within the case to conform to company standards and adhering
• Conducting annual and semiannual performance reviews, weekly department meetings, additional department syncs and weekly one on one with direct and indirect reports, provide the appropriate feedback coaching and development
• Overseeing the implementation of new company processes by developing and delivering new initiatives and projects to create structure or to streamline a process to drive efficiency, risk management, customer satisfaction, client onboarding experience and new hire training
• Supporting the department in achieving monthly production goals while maintaining exceptional customer service satisfaction (CSAT) scores
• Overseeing expenditure tracking, monthly expenses and revamp commission structures for both departments
• Identifying and prioritizing solutions for complex cases and complex client situation creating an exceptional client experience
• Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
• Collaborated with C-level executives and stakeholders to develop long-term financial plans.

Same duties as Servicing Manager - Processing, but with a smaller department

• Oversee the sales activities and pipelines of 12-16 Loan Officers, Loan Officers Associates and Sales Team Leads
• Manage customer satisfaction and performance levels to include; ensuring timely and proactive customer communication, regular customer contact or follow up and inspection calls to customer, providing team with escalation and remediation process support through feedback
• Audit the overall team loan origination activities through the management of team and individual pipeline by adhering to workflow process using internal tools and reporting to ensure origination, processing, underwriting, and closing timelines are in line with communications and commitments to customers
• Recruit, develop, and manage a sales team that generates quality loans compliant with company policies, procedures, and pricing strategies
• Collaborate and consult with peers, colleagues, and multiple level managers as well as interact directly with external customers
• Conducting annual and semiannual performance reviews, weekly department meetings, additional department syncs and weekly one on one with direct and indirect reports, provide the appropriate feedback coaching and development
• Developed new business and managed new and existing clients.

• Lead team objectives and critical metrics throughout production cycles
• Provide and mentor through qualitative and quantitative feedback to direct team
• Serves as the first line of defense to diffuse customer issues that are escalated from direct reports
• Support direct processing team on detailed secondary analysis of applicant's income and expense data, self-employment documentation, credit reports, and property valuations in order to affirm borrower qualifies for loan
• Reviewing and assisting direct reports in verifying and analyzing all vital financial information and documentation; ensure that loan files contain all necessary credit and legal documents to satisfy underwriting conditions though team pipelines
• Managing within a mortgage operations team to stay compliant and meet all SLA's through implemented process

• Lead team objectives and critical metrics throughout production cycles
• Provide and mentor through qualitative and quantitative feedback to direct team
• Serves as the first line of defense to diffuse customer issues that are escalated from direct reports
• Support direct processing team on detailed secondary analysis of applicant's income and expense data, self-employment documentation, credit reports, and property valuations in order to affirm borrower qualifies for loan
• Reviewing and assisting direct reports in verifying and analyzing all vital financial information and documentation; ensure that loan files contain all necessary credit and legal documents to satisfy underwriting conditions though team pipelines
• Managing within a mortgage operations team to stay compliant and meet all SLA's through implemented process

• Oversee daily branch operations and supporting Branch Managers within their branches for several locations within the district
• Leading and mentoring highly effective teams with account opening, loans, sales practices and compliance and risk to meet corporate service standards
• Gathered required information from customers for settlement reviews and delivered the results to leadership
• Fostered a culture of care with branch team members to build a long lasting relationship with clients and provide exceptional client experience.