Nuvia Swanson-Morton

• Revise work practices to improve efficiency, boost quality and meet production goals.
• Set overall vision and provided team leadership.
• Provide supportive link between external customers and internal operations.
• Provide direct oversight of the activities of the assigned Loan Assistants. Coordinate and allocate the workload in an efficient manner.
• Provide guidance/training to Loan Assistants regarding system operation and procedures.
• Provide on-going support to lenders as needed by serving as a Loan Assistant. Travel to branches to fill in for coverage as needed.

* Manage a team of associates responsible for the effective coordination and execution of the work of the team with an emphasis of focus on annual objectives.

* Maintain staff by recruiting, selecting, orienting and training new associates; accomplishes results by communicating expectations; planning, monitoring and appraising job results; coaching, counseling and disciplining associates; developing, coordinating and enforcing systems, policies, procedures and productivity standards.

* Manage the daily operation of the appraisal process to include, prioritization and review functions to ensure efficient workflow, accuracy, and consistent communication with the lending staff and other shared services divisions.

* Collaborate with lenders and appraisers and assist with appraisal and evaluation related questions. Maintain a positive working relationship with lending staff and appraisers. Mediate escalated issues that arise during the course of an assignment.

* Develop work plans and priorities for the area, based on objectives received.

* Perform quality assurance reviews of appraisals and evaluations for report credibility, valuation accuracy and regulatory and bank policy compliance, to ensure the reviewer was performed as expected.

* Identify areas of operational risk and develop remediation strategies or escalate as necessary

*Maintain a high-level understanding of all job functions and responsibilities necessary for the engagement and review of appraisals; communicate changes, updates, etc. on guidelines, policies and procedures to assigned appraisal team and provide technical expertise on complex appraisals. Stay abreast of the rules and regulations pertaining to the appraisal and lending industries.

* Work in connection with the lender to discuss and review new loan files as they are assigned. Review the loan file to make certain it meets the conventional single family 1-4 unit mortgage loan criteria.

* Communicate with customers regarding loan files. Serve as a resource to the customer once the application is received in mortgage operations through loan closing.

* Analyze the credit, income and asset documentation; using the required income calculator worksheet to document W2 wage earners, retirement, social security, Schedule C, E and/or F income on 1040 tax return, as applicable.

* Ensure integrity of source and data documented in loan file follows loan program requirements and that each file complies with real estate regulatory requirements from origination to closing, making additional requirements, as necessary.

* Review real estate residential property appraisals as it pertains to the appraisal checklist. Make any necessary comments regarding the appraisal in the checklist comment section for the underwriter.

* Update LOS (Loan Origination System) and validate that all data entry is accurate. Submit file through AUS (automated underwriting system) if applicable, to have accurate findings for loan file. Follow AUS requirements and obtain any further investor requirements as a result of the findings. Follow any manual guidelines as it pertains to investor requirements as found in AllRegs and/or Selling Guide.

* Provide lender with any Preliminary Condition Requirements as required for the Underwriter to make a credit decision on the loan file

* Submit completed loan application files to underwriting for approval.

*Communicate with loan production associates in regards to credit decisions and with any updates or guideline requirement questions. Update the LOS (loan origination system) with condition requirements and any information that differs from original submission.

*Remain cognizant to the requirements of Fannie Mae and Freddie Mac through All Regs/Selling Guides in efforts to minimize any potential loss to Arvest and repurchase requests from investors.

*Generate new loans according to Loan Policy guidelines.

*Gather all necessary information, make available all relevant information, and decide with the customer the appropriate product that fits their needs in the various business lines.

*Work with centralized underwriting for all consumer loans and with AMC for all mortgage loans.

* Advise the customer of the advantages and disadvantages of the various loan products available as well as the requirements necessary to qualify for various loans.

* Monitor the quality and performance of loans serviced.

* Review and analyze customers’ financial documentation to determine viability of future business success.

* Maintain contact with customers to ensure compliance with loan terms and/or determine if any other financial assistance or advice is required.

* Provide the appropriate care to maintain the confidentiality of our customer’s information.

* Actively participant in civic and public relations activities that provides new business for the bank and further development of relationships with existing customers.

*Execute Merchant Services sales and retention strategies in assigned portfolio of bank customers and prospects to profitably grow the portfolio including revenue, sales goal achievement, and client satisfaction. Assume relationship management responsibility for new and existing clients.

*Use strong networking and relationship management skills, as well as business acumen and knowledge of the assigned markets, to ensure client satisfaction for existing Merchant accounts. Also, source new business opportunities and ensure the opportunities are pursued appropriately and efficiently. Leverage relationships with local banks’ business banking and branch sales teams, Treasury Management advisors, as well as other strategic partners, to source new sales opportunities.

* Work with existing clients to fulfill needs with value-add additional solutions. Drive incremental revenue to the bank via new account revenue and client retention.

* Conduct portfolio and/or merchant profitability reviews to ensure profit is within acceptable profit margin.

* Complete weekly call reporting details accurately and prior to weekly team calls.

* Perform the end-to-end sales process independently, from cultivating and maintaining relationships, to closing the deal ensuring a seamless setup of merchant payment solution. Support the merchant to effectively use processor sales support and merchant support and merchant resources, and other self-service tools.

* Provide expert advice to customers and prospects to optimize merchant services solutions in support of their business functions. Recommend best-in-class merchant services solutions that best fits their business and process efficiency.

* Conduct annual retention visits with top-tier clients, including preparation, scheduling and performance of an annual business review. Ensure effective communication with local bankers to ensure end-to-end relationship management. Business reviews include analysis of current account pricing, technology updates and business recommendations.

* Develop strong relationships with strategic partners including, but not limited to Treasury Management and Business Bankers around customer requirements to ensure a full range of appropriate solutions are delivered.

* Attend industry-focused training opportunities to ensure product expertise. Leverage marketing programs and materials to effectively present Merchant Services and generate sales opportunities. Merchant support resources, and other self-service tools.

* Provide exceptional internal and external customer service by displaying sincere, outgoing, friendliness which includes answering phones promptly, consistently exhibit courtesy, competency and concern while responding timely and using customer’s name.

* Answer internal and external customer telephone inquiries by using proper telephone guidelines, account verification techniques, utilizing multiple banking systems to access customer account information and following through to a satisfactory resolution on inquiries, requests or complaints promptly. Explain bank policies and procedures courteously and patiently.

* Complete all required documentation to meet customer needs and collaborate with internal groups to facilitate customer fulfillment.

* Escalate unresolved or complex inquiries to the appropriate personnel or department when necessary.

* Maintain thorough knowledge of all bank products and services and cross-sell additional services to customers by using independent judgement in recognizing opportunities and educating customers about product enhancements, new products or new services.

* Assist branch associates by processing customer requests when recording of calls is necessary.