Rebecca Scott

Oversees daily mortgage production by monitoring reports, pipeline volume, and workload distribution to maintain efficiency and team productivity. Drives process improvements using reporting tools while coaching, training, and mentoring processors to enhance quality and output. Communicates effectively with team members, leadership, and members by providing timely updates, responding promptly to inquiries, and supporting escalations to ensure member satisfaction. Makes informed decisions based on data and experience, and completes required operational reports—including daily production, CBR updates, appraisal waivers, and private flood tracking—to support organizational goals.

• Monitor daily production reports and manage processor caseload to ensure monthly goals are met
• Develop direct reports to excel in all areas of mortgage processing through consistent coaching and guidance
• Analyze changes in policies, procedures, and products and offer process improvement recommendations to senior leadership
• Review and audit loan files for direct reports; offer coaching when applicable
• Create innovative resources to further develop team members on functional processes and procedures after training
• Provide assistance and direction on complex/unique loans
• Conduct monthly “check-in” meetings with staff to identify/address areas of opportunity in their technical performance
• Respond to escalations in a timely manner and take corrective action to ensure resolution
• Serve as acting Supervisor in the absence of current Supervisor

• Point of contact with member for mortgage loan
• Updating member on status of loan process. Receiving documents required for closing the loan
• Communicating with third party vendors for homeowners insurance or title documents
• Monitor loan process to ensure compliance with federal laws
• Provide assistance with teammates when needed
• Respond to escalations in a timely manner and take corrective action to ensure resolution

• Educated customers on terms and conditions of loans to provide clear understanding
• Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
• Handled various accounting transactions
• Collected member loan payments
• Maintained friendly and professional customer interactions