Summary
Overview
Work History
Education
Skills
Timeline
Generic

LORRAINE MANHARD

Arlington,TX

Summary

Mortgage Lending and Management professional with extensive experience in regulatory compliance, audit reviews, mortgage loan processing, documentation, and data analytics. Strong communication skills; ability to successfully manage multiple projects simultaneously through collaboration with team members from various departments (including sales and operations). Proficient at leveraging subject matter expertise, business knowledge, and analytical problem-solving abilities for effective planning and decision-making that results in effective programs, policies, procedures, and strategies that improve efficiency and productivity while reducing risk exposure.

Overview

12
12
years of professional experience

Work History

Senior Underwriter I, II, and III

AmeriHome Mortgage
Remote
02.2018 - 06.2022
  • UW1: Accountable for limited review of Conventional and Government loans for isolated issues regarding appraisal concerns, property flips, MI inaccuracies, and income or DTI miscalculations.
  • UW2: Analyzed income, asset, and credit documentation, along with examination of appraisal, title and condo reports to determine and make a credit decision in compliance with agency guidelines and company overlays for simple loans.
  • UW3: Included responsibilities of previous role; additionally, evaluation of complex loans including analysis of self-employed borrowers and business, borrowers with multiple properties, rental properties and income, and handling case files that included simultaneous closings.
  • Subject Matter Expert: Selected to train new hires in UW1, UW2, and UW3 roles for Correspondent Lending (CL) and Non-Delegated (retail) roles to ensure all agents complied with regulatory and company guidelines and streamlined review procedures.
  • Recognized by management as only underwriter to be Top Performer on first full month of production in each new role assigned; resulting in quick promotion from Senior UW2 to Senior UW3 within two months.
  • Selected for Elite Underwriting Team that worked between all underwriting departments due to flexibility to flow between and adherence to multiple agency and company guidelines and requirements.
  • Outperformed tenured agents as only underwriter to pass all initial test files without quality findings.

Operations Account Representative

AmeriHome Mortgage
Dallas, TX
07.2016 - 02.2018
  • Operational management of client relationships; provided quality service by maintaining client accounts (pipeline management), orchestrated production calls with sales executives and clients, reconciled aged loans, and resolved escalations as needed through fortified client relations.
  • Received multiple awards and recognition by peers and management for consistently being Top Producer and held lowest aged pipeline at 1.8%; used success methods to improve role functionality by coaching agents in same methods and creating new reporting and system filters to assist agents in improving pipeline management which resulted in lower aged loans and increased production which bolstered team from eighth to second in company ranking.
  • Collaborated to test and improve build of new operating system; assisted in creating key reporting and system features needed for specific roles and later trained associates across different departments based on role specific functions and reporting needs.

Operations Consultant

Bank of America
Dallas, TX
09.2012 - 12.2015
  • Researched, resolved, and responded to complaints and complex problems received from regulatory agencies (CFBP and OCC), public officials (Attorney General's office), media relations, investor relations, law offices, special interest groups, and customer advocate groups.
  • Knowledgeable of banking and financial laws and regulations, identified potential compliance and bank-related risks through oversight of department activities, and resolved or escalated as necessary.
  • Subject Matter Expert: Achieved title in three months through significant contributions and proven ability to succeed in role by resolving greater number of cases with higher quality score during this time in comparison so tenured agents.
  • Escalation Advocate: Undertook reassigned cases that were approaching Service Level Agreement (SLA) due date or were unable to pass quality by original case agent; held accountable for resolving any issues and cases prior to due date in order to stay in compliance with company and government regulations.
  • Recognized, awarded, and Top Performer: Recognized for closing 468 cases with 98% audit passes in 2014 (next top representative closed 224 cases with 97% audit passing).
  • Facilitated Urgent Care and Afterhours team which navigated escalated and high-profile priority complaints received by The Office of the President outside of normal business hours.
  • Traveling Operations Team: As result of high performance and quality standards, selected to form and manage training team that created training material and procedures for new hires and ongoing associates at different job sites.
  • Related Service Request Project: Track and review repeat escalations in order to determine if new complaint could have been prevented. Provided training and feedback to associates based on review which improved our resolution responses and reduction in repeat cases which maximized department overall effectiveness.
  • Regulatory Project: Review OCC and CFPB reopens in order to determine what documentation and research could be provided in initial response in order to reduce number of reopen cases.
  • Efficiency Project: Review of all open and active cases in each advocate's pipeline in order to determine if case was on track for closure within SLA, required assistance from Line of Business, or quick closure case. This assisted in identifying and resolving issues early which helped improve our Cycle Time, ensured we met SLA, and increased our daily Production numbers.

Customer Care & Escalation Resolution Supervisor

Morgan Stanley Home Loans
Fort Worth, TX
06.2009 - 08.2012
  • Managed multiple teams which included 8 Customer Service Agents, 3 Pledge and Subordination agents, and 2 Escalation Resolution Specialist.
  • Monitored and provided daily stats to agents and executive management. Tracked agents daily progress to ensure goals were met and exceeded; and coached agents as needed through additional Monthly Manager Reviews, Side-by-Side coaching and Monthly One on Ones.

Education

Engineering Management Information And Systems

Southern Methodist University
Dallas, TX

Skills

  • Regulatory and Compliance Adherence
  • Accomplished Leader
  • Solution Seeker
  • Project Planning and Execution
  • Overcome Complex Issues
  • Conducting Risk Assessments

Timeline

Senior Underwriter I, II, and III

AmeriHome Mortgage
02.2018 - 06.2022

Operations Account Representative

AmeriHome Mortgage
07.2016 - 02.2018

Operations Consultant

Bank of America
09.2012 - 12.2015

Customer Care & Escalation Resolution Supervisor

Morgan Stanley Home Loans
06.2009 - 08.2012

Engineering Management Information And Systems

Southern Methodist University

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LORRAINE MANHARD