Microsoft
Monica Hardaway
Branch Operations Manager/ Escrow Officer
McKinney,TX
Summary
Experienced in optimizing business procedures in all operational areas to support growth, profitability and efficiency objectives. Achievement-oriented and proactive manager with a disciplined mentality.
Overview
20
20
years of professional experience
Work History
Branch Operations Manager
DHI Title Agency
Frisco, TX
01.2021 - Current
- Reviewed customer account information for accuracy and completeness.
- Coached staff on policies, procedures and performance strategies.
- Developed strategies to optimize branch operations.
- Conducted periodic reviews of existing processes to identify potential opportunities for cost savings or efficiency improvements.
- Coordinated customer service initiatives and staff training.
- Monitored staff performance and provided feedback.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of financial transactions.
- Organized daily workflow to maximize efficiency and productivity.
- Implemented new operational procedures to enhance customer experience.
- Recruited, interviewed, and trained new employees as needed.
- Provided guidance on best practices for handling difficult customers or situations.
- Managed branch files per recordkeeping and compliance requirements.
Escrow Officer
DHI Title Agency
Rowlett, TX
01.2015 - Current
- Reviewed and verified documents to ensure compliance with laws, regulations, and contractual provisions.
- Issued checks from escrow accounts according to instructions provided by clients or lenders.
- Researched liens on properties in order to accurately close escrow accounts.
- Managed multiple files simultaneously while ensuring adherence to deadlines.
- Assisted customers in understanding the terms and conditions outlined in their contracts.
- Gathered information necessary for processing transfers including deeds, mortgages, titles and encumbrances.
- Reviewed contracts, commitments and orders to prepare for closing and assembled documents to prepare files and facilitate smooth final transactions.
- Reviewed documents for accuracy and verified funds.
- Coordinated with title companies or attorneys when preparing documents needed for closings.
- Mastered escrow process, title process, financial transactions, company policies and procedures and regulatory requirements.
- Complied with purchase contract terms and conditions, prepared accurate settlement statements and complied with state and federal laws governing escrow transactions.
Escrow Officer & Curative Specialist
Brahma Title & Escrow L.L.C
McKinney, TX
- Opened new files, ordered coordinating title work, tax certificates, surveys, and HOA Resale certifications
- Input commitments, analyze and clear all title issues
- Worked closely with Reverse Mortgage Solutions and Federal National Mortgage Association to insure foreclosures are valid and ready to close.
Education
Bachelor of Arts -
University of Oklahoma
Skills
- Customer Relationships
- Excellent Communication Skills
- Friendly
- Regulatory Compliance
- Decision-Making
- Multi-Tasking Ability
- Strong Interpersonal Skills
- Strategic Planning
- Employee Development
- Document Flow Coordination
- Performance Reviews
- Interviewing and Hiring
- Branch Operations Management
- Process Improvement
- Proficient in Softpro
- Closing Document Preparation
- Microsoft Office
- Title Document Review
Affiliations
- Notary Public of Texas
- Escrow Officer License
- Mortgage Banking Application Member
- Women in Leadership Member
Accomplishments
- Presidents Club Award for Top Producer
- Presidents Club five years in a row
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
Timeline
Branch Operations Manager
DHI Title Agency
01.2021 - Current
Escrow Officer
DHI Title Agency
01.2015 - Current
Escrow Officer & Curative Specialist
Brahma Title & Escrow L.L.C
Bachelor of Arts -
University of Oklahoma
Work Preference
Work Location
On-SiteImportant To Me
Career advancementWork-life balanceHealthcare benefitsStock Options / Equity / Profit SharingTeam Building / Company Retreats401k matchCompany CultureQuote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Software
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