Paula Ashby
Roy
Summary
A proven mortgage operations leader with extensive experience in secondary marketing, compliance oversight, underwriting support, loan processing, and post-closing quality control. Adept at optimizing workflows, enhancing investor returns, and ensuring regulatory compliance across high-volume pipelines. Skilled in vendor management, cross-departmental leadership, and implementing process improvements to elevate efficiency, accuracy, and profitability.
Overview
33
33
years of professional experience
Work History
Secondary Marketing Operations Manager
City First Mortgage
Bountiful
08.2009 - Current
- Directed daily mortgage operations for a 200+ employee team, ensuring 100% adherence to investor and regulatory guidelines while overseeing compliance, underwriting support, processing, closing, funding, and post-closing workflows.
- Managed secondary marketing functions, sustaining an average 35%+ increase in investor pricing over eight years and overseeing daily posting of $50M+ in locked pipeline rates.
- Led quality control initiatives, performing root-cause analysis on 500+ pipeline and audited files annually, cutting repeat underwriting errors and improving first-pass loan approval rates.
- Served as subject matter expert on underwriting guidelines and product offerings, providing targeted coaching and policy interpretation that improved departmental accuracy notably.
- Directed compliance oversight and audit management for state, federal, and agency requirements, successfully completing 30+ state, CFPB, FNMA, FHLMC, HUD, and VA audits with zero major findings.
- Negotiated and managed third-party vendor relationships, optimizing performance and reducing vendor costs by 10% through contract renegotiations with appraisers, title companies, and technology providers.
- Administered enterprise mortgage technology platforms (Encompass LOS, Optimal Blue, Mortech, MERS, DocMagic), supporting 300+ active users and ensuring 100% uptime during critical processing cycles.
- Championed process improvements, reducing interdepartmental loan cycle time by three days while maintaining service quality and compliance accuracy.
- Developed and delivered onboarding and ongoing training for 100+ underwriters, processors, closers, and post-closers, boosting productivity and reducing onboarding time by 25%+.
- Oversaw loss mitigation strategies in alignment with investor and insurer guidelines, managing $5M+ in repayment plans, forbearances, and modifications annually to meet performance and regulatory targets.
Contract Mtg Prof
Plaza Home | Universal Mtg | West Star Financial
08.1992 - 07.2009
- Managed end-to-end mortgage operations across closing, funding, underwriting, secondary marketing, and audit functions, ensuring full compliance with investor, insurer, and regulatory requirements.
- Directed pricing and lock desk activities for all loans, maintaining accurate secondary market execution and optimizing investor returns on a $200M+ annual loan volume.
- Performed final underwriting reviews, condition sign-offs, and appraisal analyses including AVM and BPO evaluations, ensuring loan quality and adherence to agency guidelines.
- Oversaw loss mitigation operations, managing repayment plans, forbearances, and modifications on portfolios exceeding $25M while meeting performance and policy timelines.
- Led REO and foreclosure claim processes, overseeing liquidation activities and posting claim funds, expediting recoveries and minimizing investor losses.
- Developed and delivered training programs for underwriting, processing, and funding staff, improving departmental accuracy and productivity while supporting regulatory readiness.
Education
Diploma - undefined
East High School
Skills
- Secondary Marketing And Rate Lock Management
- Mortgage Compliance And Regulatory Oversight
- Loan Processing And Pipeline Management
- Quality Control And Risk Mitigation
- Underwriting Review And Condition Sign-Off
- Post-Closing Audit And File Review
- Investor Relations And Pricing Optimization
- Vendor And Third-Party Management
- Loss Mitigation Strategies And Portfolio Management
- Staff Training And Performance Coaching
- Process Improvement And Workflow Optimization
Websites
Computer And Technical Skills
- MS Office Suite (Excel, Word, Outlook, PowerPoint, SharePoint, Visio)
- Black Knight Suite
- Encompass 360
- Optimal Blue
- Mortech
- MortgageBot
- Loan Sifter
- DocMagic
- BytePro
- Mortgage Builder
- Black Knight Empower/LendingSpace LOS
- Evolve/MRN
- Ellie Mae Products
- Velocify
- Consumer Connect
- Loan Officer Connect
- TPO Connect
- Webcenter
- Mavent
- LP
- DU/DO
- MERS
Typing Speed
65 WPM
Education And Professional Development
- Diploma, East High School, Salt Lake City, UT
- Completed extensive finance, business, and mortgage operations coursework through the Mortgage Bankers Association, FHLMC, FNMA, FHA, VA, and multiple mortgage investors, including compliance, underwriting, secondary marketing, and loan servicing seminars.
Timeline
Secondary Marketing Operations Manager
City First Mortgage
08.2009 - Current
Contract Mtg Prof
Plaza Home | Universal Mtg | West Star Financial
08.1992 - 07.2009
Diploma - undefined
East High School
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