Samantha McManaway

• Fostered and maintained strong relationships with wholesale partners, serving as the primary liaison to ensure seamless communication and collaboration.
• Partnered with cross-functional teams, including Product, Client Services, Achieve Loans, and Underwriting, to streamline processes and drive efficiency.
• Developed and maintained comprehensive SOP documents for partners and internal teams, ensuring consistency and adherence to best practices.
• Led training for new team members, equipping them with the knowledge and skills to achieve role proficiency.
• Created and distributed weekly communications to partners, providing updates on key changes and announcements.
• Assisted in resolving discrepancies and supporting internal teams with project coordination to enhance productivity.
• Coordinated domestic travel, accommodations, and itineraries while optimizing cost and efficiency.

• Served as a subject matter expert, providing operational insights and collaborating with Product Development to align business processes with strategic goals.
• Managed daily reports and system uploads, ensuring accuracy and timeliness across key processes such as FDR Enrollment, Turnbull (ARP) Enrollment, and DEX file management.
• Oversaw and responded to critical email communications, resolving issues related to creditor additions, draft amendments, start date changes, and agent disputes.
• Identified potential inefficiencies and worked with cross-functional teams to enhance business performance and improve the client experience.
• Created and maintained knowledge documents and SOPs, supporting ongoing training and process improvements as workflows evolved.
• Developed and distributed a weekly newsletter to keep onboarding teams informed of policy updates, guideline changes, and key operational communications.
• Conducted training, cross-training, and side-by-side evaluations to improve team accuracy and performance across SUIP Underwriting, Legacy Underwriting, and other departmental functions.

Reviewed client case submissions to ensure compliance with standards.

Enhanced teamwork by supporting SPAA calls, underwriting procedures, training new employees, and conducting side-by-side evaluations.

Produced and evaluated multiple reports such as Morning Uploads, Salesforce/Quickbase data, Welcome Packets, creditor adds.

Facilitated teacher support through the provision and organization of required materials.

Exhibited excellent time management with prompt task completion.

Ensured effective communication while managing the return process of supply kits.

• Supported highest standards of conduct and service to support company reputation.
• Addressed and resolved customer concerns to maintain brand loyalty.
• Described menu items to customers and suggested products based on stated preferences.
• Memorized recipes for specialty coffee beverages and seasonal offerings.
• Managed cash register and processed transactions with accuracy and integrity.
• Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
• Utilized upselling techniques to promote bakery items and specialty drinks, increasing average order value.