Roy Magnuson
Manager
Scottsdale,AZ
Summary
Adept at developing and leading high performing teams in the mortgage industry and automobile industry, exceeding targets in all important metrics. Experienced and effective change management leader. Effective working remote and in office. Strong communication skills. Set clear expectations enabling employees to understand successful outcomes. Create positive working environment which translates into excellent customer service and financial results. High retention rate. Developed an entirely new business channel in Home Equity. Chosen to provide training, on boarding and leadership coaching in Colorado Springs, Charlotte, Des Moines and Portland. Approved SME in mortgage processing.
Overview
24
24
years of professional experience
Work History
Loan Operations Associate Manager
Wells Fargo Bank N.A.
09.2009 - 10.2023
- Supervised operations teams in a variety of home mortgage and home equity business channels, often the most complex. Consistently exceeded targets in unit production, customer service based on Net Promoter Score model, file submission quality, inbound and outbound call handling and overall pipeline management by 10% or more. First team to achieve a 100% call handling score versus the 90% company expectation. Team has funded $1 billion dollars of mortgages several years running. Developed communication skills to convey complex file issues to customers including appraisals, insurance, credit, income, title, trust and condo and coop nuances.
- Developed systems and procedures to improve operational quality and team efficiency. Implemented a PTO coverage plan and backup plan to ensure a seamless customer experience. Effectively used daily reporting to address outliers in all key metrics.
- Helped team members maintain accountability by conducting individual file reviews, call listening sessions and frequent review of performance metrics.
- Set clear expectations for all critical job functions and provided daily reporting on all relevant metrics.
- Provided recognition daily for all positive results to continuously build confidence and morale.
- Evaluated employee performance and provided feedback and training as needed. Utilized operating principle that excelling in our work was the best way to enjoy our work.
- Managed personnel by implementing company policies, procedures, work rules, and disciplinary action. Ensured that everyone on the team understood the importance of training and compliance activity completed on time.
- Coordinated with other departments to align production with customer requirements and business capacity.
- Prepared and maintained production reports and personnel records.
- Utilized data analysis tools to identify and resolve production issues.
Senior Loan Officer
New West Lending
03.2000 - 11.2008
- Submitted loan applications to underwriter for verification and recommendations. Consistently received loan approvals with no additional conditions.
- Originated, reviewed, processed, closed, and administered customer loan proposals. Developed over 300 repeat and referral customers within first 2 years.
- Developed and maintained relationships with local real estate agents. Started with one agent and grew network to several dozen.
Education
Bachelor of Arts - History
Bucknell University
Lewisburg, PA05.1978
Skills
- Operational Excellence
- Revenue Generation
- Employee Supervision
- Facilitating Change
- Procedure Enhancement
- Business Forecasting
- Customer Engagement
- Compliance Monitoring
- Operations Management
- Business Leadership
- Employee Relationships
- Developing Operational Improvements
- Team Meetings
- Performance Monitoring and Evaluation
- Mentoring
Timeline
Loan Operations Associate Manager
Wells Fargo Bank N.A.
09.2009 - 10.2023
Senior Loan Officer
New West Lending
03.2000 - 11.2008
Bachelor of Arts - History
Bucknell University
Travel, cycling and home improvement projects with my wife.
Have traveled extensively both domestically and internationally highlighted by proposing to my wife in Paris. We rode bikes together on the Champs Elysee's and several major bike events in the U.S. Have cycled as many as 5000 miles in a year and completed the Festive 500, a challenge that runs 12/24 thru 12/31 (310 miles in that week). We are avid snow-shoers and love all things outdoors. Have hiked the Grand Canyon rim to rim twice. We hiked the Lupine Hill in Athens Greece with the reward of seeing the Acropolis (and the many other marvels) from the highest point in Athens. Our home is a showcase of my wife's incredible design vision and talent and my "heavy lifting" on executing the many projects she creates. I enjoy repairing a variety of things from our bicycles, cars (nothing underneath!), appliances and many household items. Learned how to create and install wainscotting and crown molding. Learning and problem-solving new challenges is relaxing and rewarding. You Tube is an incredible resource!
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