Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Mechelle McKinnon

Charlotte

Summary

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes operations management, collections, Customer Service, Loss Mitigation Recognized for exemplary customer service and team collaboration.

Professional operations leader with extensive experience in managing teams and driving operational excellence. Skilled in process optimization, resource allocation, and strategic planning. Known for strong focus on team collaboration, adaptability, and achieving results. Reliable and flexible, consistently delivering impactful outcomes in dynamic environments.

Overview

11
11
years of professional experience

Work History

Operations Team Manager

Figure Lending LLC
09.2023 - Current
  • Lead a team of 20+ Customer Care Associates in the daily operations for the Servicing department.
  • Providing oversight and guidance ensuring their productivity, efficiency, and adherence to quality standards.
  • Providing clear communication regarding performance expectations.
  • Increased service level from 40% to over 80%.
  • Monitored and provided weekly and monthly metrics, such as phone adherence and quality scores.
  • Cultivate a positive work culture, motivate team members, facilitate training when new processes or changes occurred.
  • Provide strong leadership, making informed decisions nd demonstrate effective problem solving abilities.
  • Closely working with workforce management to ensure adequate phone coverage, making quick and necessary changes when necessary.
  • Reviewed performance reviews of team members and provided feedback as needed.
  • Interviewed and launched the collections department assisted in establishing their KPI and metrics.
  • Established their schedules to maximize customer contacts.

Mortgage Processing Manager

Figure Lending LLC
05.2021 - 05.2023
  • Managed and supervised a team of mortgage processors to ensure timely closing of loans.
  • Analyzed credit and financial documents for accuracy, completeness, and compliance with company standards.
  • Reviewed loan files to verify all required documentation was present prior to submission to underwriters.
  • Coordinated with lenders, borrowers, real estate agents, attorneys and other involved parties throughout the loan process.
  • Ensured customer service excellence by responding promptly to borrower inquiries regarding loan status.
  • Maintained detailed records of all activities related to loan processing including decision-making processes.
  • Monitored daily production reports and provided feedback on performance metrics.
  • Developed procedures for streamlining document collection from customers and third-party vendors.
  • Trained new employees on mortgage origination software systems, regulations, policies and procedures.
  • Worked closely with underwriters to ensure that all loans meet investor guidelines prior to funding approval.
  • Resolved complex issues related to loan applications such as discrepancies between income sources or appraisal values versus purchase prices.

Operations Manager/Collections Loss Mitigation

Select Portfolio Servicing
07.2019 - 04.2021
  • Manage mortgage servicing operations, including payment processing, escrow, complaint management, account maintenance, customer service and collections efforts for delinquent accounts. Ensure productivity, efficiency, and adherence to quality standards were met.
  • Directed staff by providing guidance, training, and support in order to meet company goals and objectives.
  • Ensure adherence to all applicable federal, state and local regulations governing mortgage servicing and collections.
  • Communicated clear performance expectations. Support Supervisors in effectively leading their respective teams.
  • Managing to achieve performance goals, focusing on metrics such as hold time, ACW and average speed of answer for SLA agreements,
  • Collaborated with compliance, contested default management and legal teams to ensure seamless operations and effective resolution of servicing and collections issues. Regular coaching sessions with agents focusing on enhancing their skills. addressing performance gaps, and fostering professional growth.
  • Supported Supervisors in implementing strategies to drive accountability and ownership of performance results among team members, promoting a culture of responsibility and excellence.
  • Provided resources and training opportunities to enhance their coaching capabilities and leadership skills . Maintain open communication channels within the team to foster collaboration and alignment.
  • Collaborated with other department as needed to address and resolve customer issues and escalations to ensure a seamless customer experience.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Loss Mitigation & Collections Supervisor

Select Portfolio Servicing
02.2014 - 06.2019
  • Monitor, coach and direct a team of up tp 15 Loss Mitigations/Collections associates ensuring that they analyze customer issues, determine causes and initiate corrective actions while collecting on delinquent loans or offering loss mitigation options.
  • Monitor daily, weekly and monthly reports on team's productivity to ensure all company and compliance metrics are met.
  • Enhanced collections efficiency by implementing and monitoring strategic collections plans.
  • Streamlined department operations by optimizing workflows, policies, and procedures..
  • Monitor calls to ensure exceptional customer service and compliance metrics are met. Maintain accurate records including but not limited to training, counseling sessions time keeping, and counseling sessions.
  • Represented company in contest management default cases. Traveled to court required mediations and Foreclosure Court proceeding. Review and determine final resolution. (Cash for Keys, loan modification, Foreclosure.
  • Consistently lead my team to meet and exceed company metrics which resulted in monthly incentive bonuses for the achieving agents and myself.

Education

High School Diploma -

William M. Raines High School
06-1983

Skills

  • Industry Expertise
  • Staff Development
  • Training and mentoring
  • Operational streamlining
  • Data-driven KPI monitoring
  • Experienced in enhancing customer service operations
  • Performance Improvement
  • Department Oversight

Education and Training

other

Timeline

Operations Team Manager

Figure Lending LLC
09.2023 - Current

Mortgage Processing Manager

Figure Lending LLC
05.2021 - 05.2023

Operations Manager/Collections Loss Mitigation

Select Portfolio Servicing
07.2019 - 04.2021

Loss Mitigation & Collections Supervisor

Select Portfolio Servicing
02.2014 - 06.2019

High School Diploma -

William M. Raines High School

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Mechelle McKinnon