Monica Martin
Las Vegas,NV
Summary
Result driven professional with over 10 years experience in auditing and data analysis of financial records to ensure compliance with federal, state, and local regulations while enhancing organizational performance in the mortgage industry. Strong commitment to quality and success. Equipped with strong problem-solving abilities and desire for continual development to achieve objectives.
Overview
17
17
years of professional experience
Work History
Mortgage Processing Manager
One Nevada Credit Union
Las Vegas, NV
02.2021 - Current
- Leadership & Team Management: Manage a team of 2-8 mortgage processors, ensuring accuracy, timeliness, and efficient handling of loans while providing mentorship and developing comprehensive training programs.
- Operational Efficiency & Process Improvement: Streamline mortgage processing procedures, develop strategic plans for financial operations, and improve loan processing efficiency by implementing document management systems and workflow enhancements.
- Collaboration & Technology Integration: Collaborated with third-party vendors to integrate hyper automation technology, spearheaded the implementation of new software tools to boost productivity, and improved data accuracy as a system administrator.
- Compliance & Quality Control: Establish internal controls and policies, coordinate with underwriting teams to expedite loan approvals, and implement quality control measures to ensure regulatory compliance.
- Customer Satisfaction & Vendor Management: Lead initiatives to improve borrower communication and satisfaction, evaluate third-party vendors to reduce costs, and foster collaboration between departments to meet department goals.
Mortgage Processor
One Nevada Credit Union
Las Vegas, NV
06.2015 - 03.2021
- Efficiency & Task Management: Optimized loan processing workflow by prioritizing tasks based on borrower needs and deadlines, ensuring timely completion and increased productivity through collaboration with underwriters.
- Risk Mitigation & Compliance: Conducted thorough checks on borrower information, ensuring accuracy and adherence to federal, state, and local regulations, to mitigate risks and prevent errors.
- Customer & Vendor Relations: Strengthened relationships with borrowers, real estate agents, appraisers, and support staff, enhancing the overall experience and contributing to higher client satisfaction and referrals.
- Documentation & Quality Control: Ensured accuracy in loan documentation by meticulously reviewing financial statements, verifying third-party information, and preparing complete packages for final approval to avoid errors and delays.
- Training & Knowledge Development: Consistently updated knowledge of mortgage regulations, lending products, and industry trends, leading to improved compliance, accurate loan recommendations, and increased departmental revenue.
Contact Center Representative
One Nevada Credit Union
Las Vegas, NV
04.2014 - 06.2015
- Customer Service & Personalization: Delivered exceptional customer service by actively listening to inquiries and providing personalized solutions, resulting in improved customer satisfaction and loyalty.
- Issue Resolution & Product Knowledge: Increased first call resolution rates by leveraging comprehensive product knowledge and problem-solving skills to efficiently address customer concerns.
- Multitasking & Call Management: Managed high call volumes while navigating multiple software applications simultaneously, maintaining accuracy and delivering timely, high-quality support.
- Customer Education & Communication: Educated customers on billing, payment processing, and support policies, enhancing their understanding and reducing repeat inquiries.
- Team Collaboration & Insights Sharing: Participated in regular team meetings, sharing trends and common customer challenges to support collaborative problem-solving and continuous service improvement.
Operations Manager
AIF Trading Group
Las Vegas, NV
06.2010 - 04.2014
- Manage Accounts Receivable & Payable: Process AR/AP transactions in QuickBooks, including sales orders, purchase orders, factory billing, broker and freight billing, customer invoices, and collections duties to ensure timely payments and accurate account balances.
- Import Documentation Compliance & Coordination: Review and process shipping documents from factories in China, ensuring accuracy and compliance with US Federal Import laws. Distribute documents to brokerage firms and freight carriers for import processing.
- Business Credit & Administrative Duties: Authorize business credit card purchases, resolve disputes, maintain business licenses, manage liability insurance policies, negotiate service plans, and order office supplies.
- Customer Service & Coordination: Handle customer service inquiries, complaints, and requests; coordinate with factories for replacement parts and respond to product inquiries, image/fabric sample requests, and phone calls.
- Technical Support & Problem-Solving: Act as an in-house technician, troubleshooting computer issues and resolving technical problems as needed.
Financial Technician - Auditor
U.S. Marine Corps, 3 MLG, III MEF
Okinawa Japan
11.2009 - 05.2010
- Claims Review & Accuracy: Reviewed and researched Marine Corps personnel's Permanent Change of Station travel entitlement claims for accuracy and discrepancies, ensuring compliance with the Armed Services Joint Federal Travel Regulations.
- Decision Making & Reimbursement Processing: Made determinations on reimbursement requests and utilized military database software to confirm data, releasing over 730 claims totaling more than $680,000 in payouts to active-duty personnel.
- Efficiency Improvement: Contributed to reducing the processing time for claims, cutting the payout period by more than 50%.
- Guidance & Support: Provided guidance to over 16 active duty Marine travel clerks on resolving discrepancies, interpreting military regulations, and improving claim processing procedures.
- Compliance with Regulations: Ensured compliance with the Freedom of Information Act and Privacy Act, safeguarding Marine Corps personnel information during claims processing.
Education
Bachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT02-2028
Certificate For Business Analytics Science -
University of Nevada, Las Vegas
Las Vegas, NV09-2025
Skills
- Experience with Conventional, FHA, VA, Down Payment Assistance and Non-QM mortgage loans
- Microsoft Office
- Regulatory compliance
- Analytical thinking
- Data analysis
- Auditing and internal controls
- Project management experience
- Risk assessment proficiency
- Operations process improvement
- Quality control
Accomplishments
Annual Excellence in Leadership Award for 2024 - Annual Employee Award of Excellence for 2020
Timeline
Mortgage Processing Manager
One Nevada Credit Union
02.2021 - Current
Mortgage Processor
One Nevada Credit Union
06.2015 - 03.2021
Contact Center Representative
One Nevada Credit Union
04.2014 - 06.2015
Operations Manager
AIF Trading Group
06.2010 - 04.2014
Financial Technician - Auditor
U.S. Marine Corps, 3 MLG, III MEF
11.2009 - 05.2010
Bachelor of Science - Business Administration And Management
Western Governors University
Certificate For Business Analytics Science -
University of Nevada, Las Vegas