Monique Torres

• Manages a team responsible for coordinating post-closing fulfillment duties on closed loans, including reviewing and preparing loan documents, MERS registration and transfer, flood cert transfers, and insuring and paying fees for FHA, VA, and USDA loans.
• Oversees the gathering and analysis of data and information to identify trends and improve the overall performance of mortgage operations.
• Analyzes various types of post-closing information and prepares reports to present information to all levels of management.
• Directly manages post-closing staff, including hiring, training, developing, coaching, and monitoring employee performance; writes and delivers performance evaluations and ensures team adherence to company policies and guidelines.
• Identifies gaps and analyzes, reviews, and recommends procedural changes to resolve issues, focusing on mitigating risk and improving efficiency and productivity.
• Participates in proactive team efforts to achieve departmental and company goals.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Sr. Post Closing Curative Specialist | March 2017 – February 2023 (5 years 11 months)

• Managed a portfolio of outstanding collateral/trailing documents and a suspense pipeline of curative exceptions on original trailing documents.
• Oversaw tasks such as obtaining VA Loan Guarantees, paying out funding fees, and correcting VA Guaranty issues.
• Provided guidance and coaching to Post Closing Curative Representatives to drive sound business results and oversaw work product to ensure accurate task completion from funding to pooling.
• Handled routine, complex, and escalated First Mortgage loan document issues.
• Provided oversight to daily workflow to ensure service level objectives were met in speed and efficiency.
• Provided direct feedback to Post Closing Curative Representatives to aid in skill refinement and development and provided feedback to the unit manager on employee performance.
• Identified opportunities for process improvements and served as a subject matter expert in the development, evaluation, and implementation of processing system enhancements or process improvements.
• Assumed the manager's primary business duties and responsibilities for daily operations when the manager was out of office.

Sr. Mortgage Processor | December 2012 – March 2017 (4 years 3 months)

• Partnered with the unit manager in providing guidance and coaching to processors to drive sound business results and oversaw work product to ensure accurate processing and pre-closing tasks were completed from the point of application to underwriting submission.
• Identified opportunities for process improvements and served as a subject matter expert in providing in the development, evaluation, and implementation of processing system enhancements to mitigate risk by following compliance policies.
• Facilitated and drove the end-to-end ownership and management of each home-buying experience by handling the most complex real estate loan requests and escalated member issues for all mortgage products in support of a fulfillment unit.
• Assisted the unit manager in providing oversight to daily workflow to ensure service-level objectives were met in member satisfaction, speed, and efficiency of file delivery to completing mortgage applications.
• Provided direct feedback to processors to aid in skill refinement and development and provided feedback to the unit manager on employee performance.

Mortgage Processor I, II, III | January 2011 – December 2012 (1 year 10 months)

• Designated as a subject matter expert and on-the-job training resource across multiple teams and stakeholders to provide communication related to process changes and implementation of process improvements to close gaps between departments and regions.
• Performed work assignments and mentored other processors to ensure accurate processing by sharing best practices and applying established procedures.
• Applied proficient real estate knowledge to remain a top-performing processor in member satisfaction, loan processing efficiency, quality, and mortgage application completion.