Nicole Ratcliff

Direct point of contact for borrowers to provide customer service throughout the loan application process. This includes monitoring loan progression from qualification to booking to ensure accuracy, completeness, and timely processing. Additional duties include coordinating documentation, processing checks and invoices, reporting, and communication with internal and external vendors/clients.

• Served as Loan Administrator on $20MM out of $26MM of new loan volume for 2023.
• Enhanced loan processing for the Branch through proactive measures to eliminate negative findings on audits.
• Increased efficiency in loan approval processes by meeting and exceeding deadline expectations.

Decision maker for conventional loan applications through the direct channel of the company. This encompassed full loan file review, financial analysis, and risk evaluation. Routine collaboration with loan processors, brokers, account managers, and closers was also required.

• Reduced SLA times to just 24 hours by maintaining efficient review levels in a high volume setting.
• Remained in the 'Top 30 Underwriter' rankings through establishing well organized files and keeping up-to-date with industry guidelines, compliance, and standards.

Decision maker for conventional loan applications through the wholesale channel of the company. Duties included full loan file review, analyzing financial data, and evaluating risk resulting from extending credit to borrowers. Additionally, this involved communicating between loan processors, brokers, account manager, and closers regularly to ensure decisions were made to exceed deadlines.

• Promoted from an Underwriter I to Underwriter II within two months by proactively expanding knowledge base that is typically acquired through 5 years of working knowledge.
• Increased portfolio/loan pipeline to 80+ loans per month through accurate review and decision making on all loan files.
• Achieved recognition for being one of the top performing Underwriters.

Direct point of contact for both staff and clients to establish positive interactions and outcomes through strong and effective communication, relationship building, and effective problem resolution. This was accomplished by overseeing the daily operations of the practice along with managing all aspects of employee relations.

• Increased customer satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
• Improved practice revenue through effective financial management and strategic cost reductions.
• Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
• Developed and implemented SOPs to enhance overall efficiency of the practice's operations.
• Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
• Reduced staff turnover by boosting staff satisfaction through regular interactive meetings, employee engagement exercises, and introduction of an "open door" policy.
• Point of contact and manager of OSHA requirements.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and clients for continued compliance with associated regulations.