MIRANDA BATTLE
Fort Mill
Summary
Professional Operational Risk Leader seeking a senior management position directing and managing operations, team members and managers. Proven record of effectively motivating team members to performance excellence and to drive the business successfully. Key skills include: High integrity, Recognizing and developing team members, Training, Identifying and Managing Risks/Fraud, Organized, Lead by Example, Problem Solving and Decision Making
Overview
16
16
years of professional experience
Work History
Business Accountability Manager
Wells Fargo
Charlotte
08.2022 - Current
- Ensured compliance with all applicable laws, regulations, industry standards.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Conducted performance reviews for team members.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Managed risk by developing and implementing effective risk management strategies.
- Led a team of 12-14 employees, ensuring high productivity and excellent customer service.
Quality Assurance Manager 2 AVP - CLEO Consumer Lending Executive Office
Wells Fargo Home Mortgage
Charlotte
01.2019 - Current
- Manages up to 15 direct team members on site and remote in the Enterprise Complaints Management Office QA Home Lending space to ensure all compliance metrics are being met.
- Coaching, training, and developing a high performing team of QA Analysts to review customer complaint cases.
- Conducts one on ones, hires, disciplines, and salary actions.
- Provide resolutions to customers that have questions and or concerns regarding their mortgage application or terms.
- Analyze and track each analysts performance and quality metrics, provide coaching and support to ensure all goals are met.
- Lead with support and training to all analysts in a fast changing environment due to a new and developing department with frequent and major changes and department impacts while creating a space for each analyst to feel included, valued and well-informed.
- Reviews all analysts error findings for accuracy and provide coaching to further each analysts knowledge base and understanding of compliance with new and existing federal, state, agency, legal and regulatory requirements.
- Participates in the establishment of standards and the development of policies and procedures to support the department's strategic direction in an ever changing environment.
- Completes monthly side by sides with each analyst, look for opportunities to improve process and flow, confirm applicable job aids, process and procedures and compliance requirements are being followed, and offer feedback to each analyst.
- Conducts daily huddles with team to discuss obstacles, changes, answer questions and to provide daily support.
- Presents training material to new hire groups for on boarding, retail systems training, policy and procedural changes, and skills up-training materials.
- Drive and balances capacity for the team to ensure department 0 day SLA requirement is met daily.
- Researches, identifies and analyzes opportunities for process improvements, both internally and cross functionally, that will improve performance and reduce loss exposure and risk.
- Ensures procedures, guidance documents and forms are developed, reviewed, approved, and distributed to appropriate personnel in accordance with the approval process cycle.
- Continues partnership with all levels of management to meet the needs of our customers while ensuring all layers of risk and compliance have been met.
- Diversity, Equity & Inclusion Champion - amplify the Council's career mobility and inclusion activities, solicit feedback and let the council know what's working and what's not, as well as source additional ideas to be vetted for consideration.
- Contributing member of the Culture and Engagement Work stream. Responsible to drive a positive and meaningful work place culture with highly engaged teams within our organization. Main role is to lead the recognition efforts along with communicating procedure updates, activity requests, and any other important information to all our employees in CLEO.
- Partners with Due Diligence Managers and team for reporting, collaboration and consistency to stay compliant.
Business Initiatives Consultant - COE Team
Wells Fargo Auto
Fort Mill
01.2018 - 01.2019
- Responsible to provide updated reporting status on remediation's to our senior leaders, management, and internal risk management team in order to comply with Office of the Comptroller of the Currency (OCC) and/or the Consumer Financial Protection Bureau (CFPB) guidance and standards.
- Ensured as a Remediation Lead all efforts assigned to me follow Customer Remediation End to End Lifecycle.
- Lead project teams that strategize, plan and execute programs, services and initiatives from issue identification to issue resolution. Ensuring projects stay on task by meeting milestones and deadlines.
- Supported line of business partners in direct auto remediation's.
- Partnered with Legal and RECOR to execute remediation plans and ensure milestones are met during the Lifecycle process.
Star Research/Remediation Manager 3 - CPI Remediation/Manual Review Team
Wells Fargo Auto
Fort Mill
01.2018 - 12.2018
- Responsible to manage first line supervisors that are responsible for responding to complaints and inquiries from internal-external customers/clients/and vendors.
- Coached, trained, and developed a team of up to 50 Research/Remediation Analysts and contractors.
- Conducted one on ones, hires, disciplines, and salary actions.
- Managed team to manually review loans to determine if customer's had insurance during the CPI, force placed insurance, which will be used to determine if the customer qualifies for remediation.
- Resolved complex issues or problems, while ensuring government regulations and company policies were being adhered to.
- Helped create & execute procedures for every remediation project we were assigned to.
- Requested system access for my team members when needed.
HL Liquidations Manager (Loan Administrative Manager) - FHA Liquidations
Wells Fargo Auto
Fort Mill
01.2015 - 12.2018
- Managed team members in the FHA liquidation department to ensure all compliance metrics are being met.
- Coached, trained, and developed a high performing team of up to 18 team members of processors and negotiators and conducted performance reviews, one on ones, terminations, hires, disciplines, and salary actions.
- Provided credit decisions and customer service for internal and external customers / clients; and authorized third parties regarding liquidation workout options.
- Led Peer Review team for Liquidations to control any future audit findings and get ahead of compliance issues along with day to day risks.
- Managed team during the transitioning of becoming the single point of contact (SPOC) for customers and holding complete account ownership throughout the conduct of the liquidations evaluation.
- Piloted and implemented the SPOC Transition for Liquidations FHA, USDA, and VA ensuring CFPB regulations have been met.
- Helped create and structure a new valuation process for the department; and implement new procedural changes for the department.
- Provided direction for implementation of new systems, policies, and guidelines with significant impact on the business unit by ensuring policies are updated.
- Ensured team members and department are compliant and avoided any operational risk to Wells Fargo.
- Identified any Fraud issues and reported those to our team to do further research.
- Subject matter expert (SME); cross site training within department for new hires and procedure updates across various sites.
- Assisted with WFAS, Recor and DSQA audits to ensure there are no gaps in procedures or credit policy.
Work Director - B&P Home Preservation
Wells Fargo
01.2013 - 12.2015
- Assisted management with the SPOC role for B&P Portfolio with reporting (SDA), tracking, and trending data.
- Identified trends to improve overall department efficiency.
- Reviewed loans to ensure all compliance guidelines and department metrics are met (retention, bankruptcy, and liquidation loans) and worked with Underwriting, Title, Settlement, and Customer Service departments to ensure loans are moving quickly through process.
- Acted as an Interim Loan Administrative Manager for 3 months. In June and July achieved top 10% of B&P portfolio decisions.
- Headed and led the NPV (Net Present Value) Denials Project.
- Team increased overall department production by 10% within 2 months.
- Led team meetings to review procedural changes and provide training as needed.
- Audited loans to ensure all department metrics are met.
Home Preservation Specialist 2 - B&P Home Preservation
Wells Fargo
01.2012 - 12.2013
- Helped lead team of Home Preservation Specialists by assisting the manager in reporting aged inventory, handling escalated calls from borrowers, conducting side by side coaching and assisting team members with pipeline management, while maintaining an average pipeline of 80-100 loans.
- Trained new team members.
- Team Member of the Month - March 2013.
- Received award for Top 5% closings in B&P Portfolio - January 2013.
Home Preservation Specialist 1 - B&P Home Preservation
Wells Fargo
01.2011 - 12.2012
- Reviewed and adjusted collection portfolios which require special handling or analysis to reduce delinquent / problem loans within framework of company or Investor guidelines for B&P portfolio.
- Answered and placed inbound and outbound calls to collect documents and advise borrowers of any status changes.
- MVP, Service Conference Winner, and SOAR Top Producer Award - 2012.
- Received award for Top 5% Closings eight out of 12 months.
Mortgage Interim Loan Adjustor
FNMA
01.2010 - 12.2011
- Reviewed documents for loan modification review.
- Sustained a high volume pipeline averaging 120-140 loans while helping out team members with department goals.
- Consistently in the top 25% of decisions made for five consecutive months.
- Adhered to compliance goals of under 5% in aging pipeline every month.
- MVP - 2011.
Loan Servicing Specialist 1 - HAMP Illogical Reporting
Wells Fargo
01.2009 - 12.2010
- Developed and implemented the HAMP program, resulting in increased company efficiency and productivity.
- Created timelines and spreadsheets to improve loan process and reporting accuracy.
- Managed Docs on Imaging Report - Exceptions Report with daily updates to management.
- Led the IR2 edit process - US Treasury Audits.
Education
Some College (No Degree) - Business
York Technical College
Rock Hill, SCSkills
- High integrity
- Recognizing and developing team members
- Training
- Identifying and Managing Risks/Fraud
- Organized
- Lead by Example
- Problem Solving and Decision Making
- Regulatory compliance
- Risk management
- Customer service
- Data analysis
- Performance management
- Team building
Timeline
Business Accountability Manager
Wells Fargo
08.2022 - Current
Quality Assurance Manager 2 AVP - CLEO Consumer Lending Executive Office
Wells Fargo Home Mortgage
01.2019 - Current
Business Initiatives Consultant - COE Team
Wells Fargo Auto
01.2018 - 01.2019
Star Research/Remediation Manager 3 - CPI Remediation/Manual Review Team
Wells Fargo Auto
01.2018 - 12.2018
HL Liquidations Manager (Loan Administrative Manager) - FHA Liquidations
Wells Fargo Auto
01.2015 - 12.2018
Work Director - B&P Home Preservation
Wells Fargo
01.2013 - 12.2015
Home Preservation Specialist 2 - B&P Home Preservation
Wells Fargo
01.2012 - 12.2013
Home Preservation Specialist 1 - B&P Home Preservation
Wells Fargo
01.2011 - 12.2012
Mortgage Interim Loan Adjustor
FNMA
01.2010 - 12.2011
Loan Servicing Specialist 1 - HAMP Illogical Reporting
Wells Fargo
01.2009 - 12.2010
Some College (No Degree) - Business
York Technical College
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