Rochelle Chien
Mahtomedi,MN
Summary
Highly motivated, personable professional with 10+ year track record of success in the mortgage lending operations industry and over 5 years of experience in leading and managing peers. Experienced in implementing strategic planning for large developing teams. Proficient at analyzing files & documents and highly skilled in quickly building relationships. Accustomed to working in fast-paced environments with shifting strategies and competing priorities. Strong work ethic and versatile woith excellent interpersonal skills to strongly build a consensus within a large group. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
12
12
years of professional experience
Work History
Escalation Associate Manager
Wells Fargo Home Mortgage
04.2021 - 03.2023
- Managed and executed roll out of brand-new process to all stateside reviewers
- Collaborated with processing/underwriting/closing managers to ensure best practice for accurate disclosures to customers
- Consulted with partners overseas bi-weekly to ensure processes and expectations are aligned
- Facilitated and organized department meetings and created agendas for monthly call
- Researched critical risk factors such as risk impacts and performance trends and implemented best solutions
- Reviewed overall performance trends for learning opportunities and provided coaching opportunities for team members
- Contributed to documentation process for internal department audit process procedure and scorecard
- Strategically delivered guidance to ensure all staff are provided with proper training and certifications
- Lead initiative to streamline high priority loans utilizing technology tools
- Weekly organizer in senior management meetings to lead successful business initiatives and goals
- Found solutions to facilitate better results in compliance space
- Monitored escalations from field partners and ensured all quality oversights are addressed and handled properly.
Research Remediation Manager
Wells Fargo Home Mortgage
05.2019 - 04.2021
- Managed talented team of 18+ Loan Document Specialist coordinating with in house and field partners to ensure deadlines are met
- Promoted team building within internal department by creating monthly engaging activities
- Facilitated team meetings and develop agendas for Purchase Agreement Review Department
- Knowledge of learning many techniques to cater to each individual team member to provide feedback and coaching opportunities
- Skilled at building relationships with diverse backgrounds with internal and external partners
- Hired and facilitated multiple training classes and handles all onboarding access request/procedures alongside HR
- Identified new opportunities with problem solving and decision-making skills to improve processes
- Ensured all loans with high priority or short deadlines are handled in timely matter
- Managed pipeline to ensure 48-hour SLA for department requirements
- Assigned late night coverage for west coast partners to ensure all loans with tight timelines are met
- Developed and improved processes for departmental changes due to new RESPA/TRID Laws.
Quality Assurance Analyst
Wells Fargo Home Mortgage
12.2015 - 04.2019
- Administrated weekly assignment schedule for over 35 team members
- Managed and assigned monthly schedule for mandatory Saturday and late-night shifts for 40+ team members
- Promoted team building within internal department by creating engaging activities
- Lead and managed opinion’s matter committee to promote team inclusion and morale
- Facilitated meetings for internal committee, 10+ specialized projects and 3 outside department side by side
- Ensured compliance with TRID guidelines with thorough review of home loans through extensive research
- Collaborated with centralized and distributed home loan closers to meet compliance timelines for closing
- Provided coach back with field partners in centralized and distributed sales
- Prioritized processing loans in queue that may impact closing dates
- Processed complex transactions with loans on state specific guidelines and program specific
- Validated fee increases to loans in pipeline exceeding department standards of quality and production.
Loan Verification Analyst
Wells Fargo Home Mortgage
03.2012 - 07.2014
- Effective risk management through detailed review of loan documents prior to signing
- Signing officer for over 70 legal documents daily
- Ensured compliance with OCC regulations
- Validated accuracy of executed Assignment of Mortgage
- Piloted roll out of electronic recoding process of for legal document
- Monitored production program (Rekon) for any minor changes
- Escalated all inventory with deadlines to meet 100% National Servicing Standards.
Loan Servicing Specialist
Wells Fargo Home Mortgage
05.2011 - 03.2012
- Managed, developed, and launched expansion of 70 team members to 2nd shift operation
- Responsible for nightly production reports to upper management team
- Provided leadership support for projects and initiatives need
- Performed quality loan audits to mitigate risk
- Responsible for inventory distribution and workflow on floor
- Organized and redeveloped escalation system for efficiency
- Accountable for complex escalated inventory distribution and provided appropriate solutions
- Exceeded daily quota of 25 loans
- First to surpass and achieve 50 loans per day.
Education
Associate of Arts -
Century College
Saint Paul, MNSkills
- Proficient in Arrow, Rekon, ICMP, CORE, Microsoft Office, Access, E-recording, Coast to Coast, MASK, VIPS systems
- Problem Resolution
- Staff Management
- Business Analysis and Reporting
- Customer Relationship Management
- Performance Tracking and Evaluation
- Public Speaking
- Staff Development
Community Involvement Achievements
- Wells Fargo Home Mortgage Diversity Mentorship Program as mentee, 2013
- Junior Achievement Volunteer, 2013
- Wells Fargo United Way Team member, 2012
- Default Assignment Fun Committee Leader, 2013
- Notary Public commissioned in Minnesota Through January 31, 2016
- Wells Fargo PACA Bulls Eye Card Recognition: Recognized for Developing
- Minnesota Assistance council for Veterans Volunteer, 2016
- Human rights campaign Volunteer, 2017
- Fraser non-profit gala volunteer, 2018
Certification
Timeline
Escalation Associate Manager
Wells Fargo Home Mortgage
04.2021 - 03.2023
Research Remediation Manager
Wells Fargo Home Mortgage
05.2019 - 04.2021
Quality Assurance Analyst
Wells Fargo Home Mortgage
12.2015 - 04.2019
Loan Verification Analyst
Wells Fargo Home Mortgage
03.2012 - 07.2014
Loan Servicing Specialist
Wells Fargo Home Mortgage
05.2011 - 03.2012
Associate of Arts -
Century College
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