Rachael Cruz

• Resolved issues quickly to maintain productivity goals.
• Managed continuous improvement initiatives to drive gains in quality, flow and output.
• Reviewed work for quality and compliance with company standards and design specifications.
• Standardized production procedures, job roles and quality assurance guidelines.
• Realtor Event Coordinator
• Devised processes to boost long-term business success and increase profit levels.
• Collected confidential financial information from clients to construct comprehensive financial plans.
• Worked with Loan Officer to create application profile in system and review key information at various stages within process.

• Developed strategic plans for day-to-day financial operations.
• Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
• Supported other operational teams with financial transactions and account maintenance.
• Set up and completed loan submission packages.
• Created strong working relationships with advisors, assistants and all support staff.
• Communicated with originator and applicant concerning progress of loan file.
• Prepared file for final clear-to-close by branch management.
• Completed denial and cancellation procedures on applicable files.
• Handled any conditions sent from underwriting departments.
• Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
• Successfully managed team of 5 LOA, Asst. Processors and Processors, providing assistance and answering questions

• Evaluated approvals against established bank and government lending standards.
• Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
• Upheld complete confidentiality of all submitted information according to release guidelines.
• Completed denial and cancellation procedures on applicable files.
• Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
• Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
• Handled any conditions sent from underwriting departments.
• Communicated with originator and applicant concerning progress of loan file.
• Verified credit histories, personal references and employment backgrounds for each applicant.
• Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.

As a new real estate brokerage I was more then your normal operations manager. I was the office manager, recruiter and the Operations Manger for REMAX Beyond. 

• Defined business requirements, data models, and transformation logic and report structures to enhance organizational efficiencies.
• Minimized discrepancies by training over 10  employees on best practices, policies and procedures.
• Managed office inventory and supplies and implemented inventory control measures to reduce expenditures and minimize excess supplies.
• Oversaw  and created all real estate/business training to maximize employee knowledge and productivity.
• Communicated the duties, compensation, benefits and working conditions to all potential candidates.
• Negotiated candidate salaries and prepared employment contracts.
• Aligned all visual design and brand messaging elements to ensure consistency across digital advertising and marketing platforms.
• Developed and implemented strategic, social media marketing plan.
• Wrote and published human resources documents and employee guidelines.
• Created an official company page on Facebook to facilitate interaction with customers.
• Developed close relationships with area realtors and promoted builders to boost referral network.
• Organized charity and public events to bring awareness to the neighborhood, generating lead flow.

As an Operations Manager at Pulaski/Busey/MB Financial Bank I oversaw all departments once the loan/transaction left the sales department. This in detail was Assistant Processing, Processing, Underwriting, Closing and Post Closing/Shipping.

• Reviewed all staff, department and team issues and implemented corrective action plan, leading to correction, training or termination.
• Total department employee's ran between 19-24 employee's.
• Maintained all pipeline counts and reallocating work loads based on volume.
• Served as key corporate representative, liaising with various parties in support of operational excellence.
• Collected customer and employee feedback to deliver information to management for corrective action.
• Reduced process lags, recruiting, hiring, training, coaching and managing administrative staff to ensure optimal productivity.
• Streamlined operational efficiencies to ensure on-time closings.
• Devised processes to boost long-term business success and increase profit levels

I managed 4 departments on the Mortgage Operation side - Assistant Processing, Processing, QA Processing and Closing with a total off 19 employee's.

• Submitted up-to-date activity and production logs to agency management for review.
• Drafted quarterly reports for management review.
• Developed, implemented and monitored new underwriting guidelines for agency.
• Completed all hiring, department trainings, annual reviews as well as terminations/write ups
• Pipeline Management for ALL departments in Mortgage Operations. Re-assigned based on volume and load balancing.
• Led cross-functional communication initiatives to ensure account order timelines were met.
• Designed performance metrics to provide traceability through organization and advance tactical and strategic business goals.
• Increased customer satisfaction by following up on any negative feedback and taking appropriate measure to resolve complaints.
• Trained, mentored, and supported high-performing, quality-minded team, providing regular performance review, feedback, and coaching in deficient areas.