Marc Cowan
Gilbert,Arizona
Summary
Highly qualified and accomplished financial professional with a strong background in operations, underwriting, and project management. Experienced in building and leading high-performing teams, streamlining processes, and driving business growth. Proven track record of improving efficiency, reducing costs, and enhancing customer satisfaction. Seeking a challenging Senior Operations role to leverage leadership skills and industry expertise for driving organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. General Manager/Regional Field Trainer
Community Choice Financial
Gilbert, AZ
07.2023 - Current
Sr.General Manager/ Field Trainer
Community Choice Financial
Gilbert, Arizona
07.2023 - Current
- Streamlined lending processes, resulting in a 90% reduction in uncollateralized loans
- Built strong relationships with internal and external partners to improve lending process efficiency
- Implemented customer-centric strategies, leading to a reduction in delinquencies by 10%
- Conducted training for new employees and coached store managers to increase revenue and improve performance
- Consistently achieved month to month account growth of 3% and profit increase of 3.5% compared to an average 2.25% and 2.5%
Branch Operations Manager
Fairway Corporation
Glendale, Arizona
11.2020 - 07.2022
- Implemented E-Close process, reducing post-closing deficiencies by 70%
- Streamlined branch operations, reducing turn time from 28 to 20 days
- Managed a sales staff of 30 loan officers and 15 operations personnel generating over 1 billion annually
- Collaborated with internal and external partners to execute strategic initiatives
- Provided leadership in the risk selection process and monitored underwriting policies
Regional Underwriting Manager
Mr. Cooper (formerly Nationstar)
Chandler, Arizona
11.2019 - 10.2020
- Assisted in building and managing the Arizona underwriting teams
- Achieved top-tier rankings in cycle time, quality, and customer service
- Developed and executed strategic initiatives to support profit and growth objectives
- Provided leadership and mentorship to a team of conventional, FHA and VA underwriters
Regional Underwriting Manager
Movement Corporation
Tempe, Arizona
08.2016 - 11.2019
- Managed, delegated, directed, monitored, and controlled the underwriting function to achieve regional objectives
- Consistently ranked among the top teams in the company based on turn times, quality, and customer service
- Coached and mentored team managers, fostering long-term career growth for underwriters
- Obtained buy-in from sales colleagues, resulting in cleaner applications and improved efficiency reducing average cycle time from 30 days to 20
- Promoted a customer-centric atmosphere and collaborated with sales partners to expand market presence
- Represented the department in internal and external meetings and events
- Assisted with the development of marketing and communication plans for agents in an assigned territory resulting in a 25% growth in realtor partnerships
- Assisted other departments with customer complaints and developed recommendations as needed
Sr. Underwriter (California)
JP Morgan Chase
Phoenix, Arizona
04.2015 - 07.2016
- Evaluated residential mortgage applications from branch offices, assessing credit and property documentation for investment risk
- Approved, declined, suspended, and provided counter offers for mortgage loan submissions based on full credit underwrite
- Conducted risk analysis and made decisions regarding identified deficiencies, including potential fraud
- Improved workflow efficiency by 10% through the creation of a spreadsheet to track pending policy tasks
- Reduced average response time for denials by 2 days, ensuring client responses within 48 hours
- Achieved highest monthly volume of funded loans, totaling $7.6M, while maintaining top customer satisfaction
- Made recommendations on income calculations, qualifications, manual underwrites, and quality control auditing
- Ensured appropriate decision-making by informing sellers of issues and obtaining further documentation
- Analyzed personal income from prospective borrowers for Conventional mortgage loans
Regional Operations Manager
iMortgage/LoanDepot
Scottsdale, Arizona
09.2013 - 03.2015
- Mentored, coached, and trained processors, resulting in reduced post-closing issues, fewer audit defects, and increased customer service satisfaction
- Cultivated positive working relationships with internal and external customers
- Identified, analyzed, and resolved loan problems to meet company and customer needs
- Managed file flow to the team, balanced loads when needed, and communicated policy and procedure changes to the processing team
- Partnered with QC to determine common defects and fostered employee engagement to prevent/remedy occurrences
- Created, analyzed, and interpreted data from various reports
- Worked with other departments to develop and maintain state-specific forms, rules, and rates
Mortgage Operations Manager (Regions: AZ, CO, NM & TX)
BBVA Compass Bank
Tempe, Arizona
02.2012 - 08.2013
- Supervised 2 team managers, each with 10 processors, processing conventional, FHA, and VA residential mortgages for purchase and refinance transactions
- Established daily and weekly goals for the team, including processing times, regulatory compliance, and loan quality
- Managed loan capacity for each associate, resulting in the highest unit and volume closed within the region's history
- Built collaborative relationships with District Managers and Sales Executives, resulting in a smoother process flow and increased pull-through
- Committed to coaching and mentoring associates, resulting in highest retention and associate satisfaction
- Conducted capacity and staff planning to ensure adequate service levels
- Demonstrated behaviors aligned with the organization's desired culture and values
Operations Project Manager
Bank of America
Tempe, Arizona
06.2006 - 02.2012
- Managed the HHF fund worth $24 million within Washington DC to assist homeowners affected by the decline in property value and reduction in workforce
- Implemented policies and procedures to assist in the reinstatement of homeowners to current standing
- Developed a status report template used by the entire team for calculating inventory and loan status
- Built relationships between servicers, investors, and state representatives to build a positive bank image while reinstating and retaining customers
- Leveraged resources to monitor queue performance, identify patterns and trends causing issues, and work towards business solutions
- Developed new, more innovative, and efficient processes to improve overall end-to-end cycle times or quality
- Responsible for communicating monthly results to Management on departmental performance objectives
- Acted as the main point of escalation for all issues within the function
Education
Bachelor of Science - Business (Management and Labor Relations)
Cleveland State University
Six Sigma Certification (Green Belt) -
Villanova University
NCO (non-commissioned officer) Leadership Development Course Certificate -
United States Air Force
Airman Leadership Development Certificate -
United States Air Force
Trainer/Certifier -
United States Air Force
Skills
- Project Management
- Operations management
- Revenue growth strategies
- Cross-functional team leadership
- Time management
- P&L management
- Compliance and fraud detection
- Stakeholder Engagement
- Risk Assessment
- Effective communication
- Underwriting guidelines
- Sales support
- Analytical skills
- Relationship building
Certification
- Six Sigma Certification (Green Belt), Villanova University
- NCO (non-commissioned officer) Leadership Development Course Certificate, United States Air Force
- Airman Leadership Development Certificate, United States Air Force
- Trainer/Certifier, United States Air Force
Timeline
Sr. General Manager/Regional Field Trainer
Community Choice Financial
07.2023 - Current
Sr.General Manager/ Field Trainer
Community Choice Financial
07.2023 - Current
Branch Operations Manager
Fairway Corporation
11.2020 - 07.2022
Regional Underwriting Manager
Mr. Cooper (formerly Nationstar)
11.2019 - 10.2020
Regional Underwriting Manager
Movement Corporation
08.2016 - 11.2019
Sr. Underwriter (California)
JP Morgan Chase
04.2015 - 07.2016
Regional Operations Manager
iMortgage/LoanDepot
09.2013 - 03.2015
Mortgage Operations Manager (Regions: AZ, CO, NM & TX)
BBVA Compass Bank
02.2012 - 08.2013
Operations Project Manager
Bank of America
06.2006 - 02.2012
- Six Sigma Certification (Green Belt), Villanova University
- NCO (non-commissioned officer) Leadership Development Course Certificate, United States Air Force
- Airman Leadership Development Certificate, United States Air Force
- Trainer/Certifier, United States Air Force
Bachelor of Science - Business (Management and Labor Relations)
Cleveland State University
Six Sigma Certification (Green Belt) -
Villanova University
NCO (non-commissioned officer) Leadership Development Course Certificate -
United States Air Force
Airman Leadership Development Certificate -
United States Air Force
Trainer/Certifier -
United States Air Force
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