Sandy Pittenger
Van Nuys,USA
Summary
Dynamic and results-oriented professional with over 15 years of experience in mortgage and banking, along with 4 years in renewable energy finance account management. Demonstrated success in achieving organizational goals, mitigating risks, and onboarding new employees through comprehensive training and coaching. Expertise includes operations, customer service, loan processing, underwriting, collections servicing, and vendor management, complemented by a strong background in conducting audits and managing contracts. Committed to leveraging extensive cross-training expertise and leadership skills within a forward-thinking company that prioritizes innovation and growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Supervisor - Account Manager / Loan Processor
Green Solar Technologies / Green Home Systems
01.2017 - 2023
- Supervisor
- Manage pipeline of Home Improvement Loans.
- Product Knowledge (investor guidelines, programs, rates).
- Review file submissions for accuracy and completeness.
- Process Loan Applications, Coordinate Approvals, Closing and Funding of Loans.
- Utilized various automated underwriting systems upon completing applications (Review and Clear Required Stipulations)
- QC audits and Data Entry (High Accuracy)
- Maintain High Level of Customer Service
Officer; Vendor Manager I - Third Party Governance, Reporting & Analytics - SOW Management Team
Bank of America
01.2015 - 01.2016
- Subject Matter Expert for implementation and support of Contractual Statement of Work procurement requests.
- Manage the Bank of America Consumer Operations Statement of Work Contract Approval Process.
- Facilitate and track pipeline submissions.
- Communicate and coordinate status of contracts with key stakeholders, implement reporting routines, update 4-blockers, maintain data entry (high accuracy).
Officer; Vendor Manager I - Third Party Controls Assessment Tracking & Monitoring
Bank of America
01.2015 - 01.2015
- Responsible for the Tracking and Monitoring of GIS/GBCR Assessment, and EVM Led Onsite results - Data entry (high accuracy)
- Maintain all vendor assessment evidence via SharePoint and Discovery Sites.
- Maintained cross functional routines with key stakeholders, business process owners, risk, compliance and vendor managers to ensure scheduling and timely execution of required audits.
Officer; Vendor Manager I
Bank of America
01.2014 - 01.2015
- Provided Onsite Vendor Management relationship/responsibilities for both Carrington Mortgage Services and Urban lending Solutions on behalf of Bank of America.
- Responsible for the coordination, aggregation and analysis of vendor performance and risk across all Line of Business / Global Compliance.
- Established strategic sourcing events, contracting activities, contract management, and supplier management activities.
- Drove cross functional routines with key stakeholders, business process owners, risk, compliance and vendor.
- Ensure accountability / Oversee productivity and quality metric(s) on scorecard.
- Manage and Sustain Quality and Audit Improvements.
- Identify, mitigate, monitor remediation of vendor performance, risks and issues.
- Maintain all vendor documentation and evidence via SharePoint & Discovery Sites.
Officer; Associate Vendor Manager
Bank of America
01.2013 - 01.2014
- Bank of America Vendor Management Certified.
- Vendor Support provided to REDC, Liberty Title and Stewart Information Service Corp.
- Vendor Support Provided to EVM, VM and LOB s.
- Send meeting invites for EVM, record meeting minutes, maintaining documents/evidence in Loss Mitigation Evidence Portal, complete scorecard validation, monitor and track GVMP deliverables in Ariba.
- Maintain knowledge of the vendor s product/service and how the vendor supports each LOB/Business processes.
- Travel when requested to assist EVM (example attended vendor lead onsite assessment to assist EVM, taking notes, gathering evidence, remediation plans, etc.
Officer; Operations Project Analyst
Bank of America
01.2012 - 01.2013
- Facilitate and develop training material, including train the trainer sessions (classroom, live meeting, and web ex).
- Provide concept, philosophy and system education to support the success of associates/vendor.
- SME (Subject Matter Expect) on the production floor, new hire training, nesting, Etc.
- Utilize high level analytical skills in order to triage issues reported by the line of business and coordinate implementation of resolutions.
- Interface with technical and non-technical staff working on various projects related activities in an operation department or business unit.
- Assigned as point of contact for Stewart Information Service Corp (Business Support/Associate Readiness Team).
- Maintained and tracked Vendor Specific Mailbox coverage; used by vendor supervisors to escalated general questions, CMRC clarification and/or project clarification questions/requests.
- Conducted weekly meetings with Stewart to support the education of new projects, existing projects and general questions.
- Coordinated with vendor management, project teams and LOB s to resolve Vendor questions/ concerns.
- Extensive business travel (facilitator, floor support, SME, OJT, etc).
Proficiency Coach
Bank of America
01.2011 - 01.2012
- Bank of America proficiency coach certified (CRM) multi property.
- Partnered with control rooms and CMRC (case management resources center) to assist with go live preparations and deployment of the CRM/PS single point of contact model.
- Extensive business travel (facilitator, floor support, SME, OJT, etc.).
- Facilitate and develop training material (classroom and live meeting).
- Daily support provided to three teams of CRM s and team leads (10-14 FTE per Team).
- Conduct daily team huddles, track associate scorecard averages (daily/monthly), side by side observations, call monitoring, develop and deliver APP s (associate proficiency plans) to CRM s.
- Assist teammates and management with escalations by providing timely customer resolutions.
- Regularly coach and mentor associates towards top performance.
- Product Knowledge: Loss mitigation communications, role specific share points, applications, policy procedure portal, CRM central, investor specific waterfalls, Etc.
- SME (Subject Matter Expect) on the production floor, new hire training, nesting, Etc
Mortgage Service Specialist Lead / Internal Trainer
Bank of America
01.2010 - 01.2011
- HFI Held for Investment.
- Facilitate and develop training material (classroom and live meeting).
- Provide concept, philosophy and system education to support the success of associates.
- SME (Subject Matter Expect) on the production floor, new hire training, nesting, Etc.
- Product Knowledge: HFI communications, role specific share point s, policy and procedure portal, job aid, QRC, Etc.
- Complete assigned special projects within required SLA.
- Regularly coach and mentor associates towards top performance.
- Extensive business travel (facilitator, floor support, SME, OJT, etc.)
On Job Trainer / Senior Collector II
Bank of America
01.2010 - 01.2010
- HFI Held for Investment.
- Facilitate training/nesting (classroom and live meeting).
- Support assigned teams, team leaders, LOB leadership.
- Deliver team meetings and huddles
- On the job coach, mentoring for new hire and existing associates
- Conduct quality call monitoring.
- Regularly coach and mentor associates towards top performance.
- Complete assigned special projects within required SLA.
- Top performer - On Job Trainer (Feb, June, July).
Senior Collector
Bank of America
01.2008 - 01.2010
- HFI Held for Investment.
- Maintained high call volume (inbound/outbound).
- Provide financial solutions to customers on delinquent/potentially delinquent loans in an effort to negotiate payment arrangements or loss mitigation assistance.
- Data entry (high accuracy).
- Product knowledge.
- Customer service.
- Side by side training.
- Coaching/Nesting associates.
MLO Pricing Coordinator
Bank of America
01.2006 - 01.2008
- Fast pace environment with high accuracy ratio.
- Maintain high call volume (phones / e-mail).
- Provide pricing quotes for three channels (retail, loan line, loan solutions).
- Complete rate lock requests and Reanalyze rate lock expiration reports (execute decisions to extend or re-lock rate).
- Data Entry (high accuracy), Product Knowledge, Customer service.
- Side by side training
Team HSS
Act 1 / Bank of America
01.2006 - 01.2006
- Assist in managing reports.
- Complete Verifications (employment and deposits).
- Complete appraisal review/checklist.
- Distribute mail.
- Assist HSSI with Misc. Tasks.
Jr. Underwriter/Processor
Pacific Community Mortgage
01.2001 - 01.2006
- Customer service.
- Data Entry (high accuracy).
- Product Knowledge (investor guidelines, programs, rates).
- Utilized various automated underwriting systems upon completing pre-approval s (DU, LP, Investor Specific AUS).
- Pre-approvals / conditioning.
- QC audits / research.
- Conducted training for new hires
Education
Real Estate
Cypress College
Cypress, CASkills
- Training and mentoring
- Loan processing coordination
- Documentation review
- Underwriting guidelines
- Processes and procedures
- Call center customer service
- Quality assurance
- Teamwork and collaboration
- Business Support - Including Extensive Travel/Training; Providing support to various Lines of Business (Experienced in Booking / Itemizing expenses within Concur applications)
Accomplishments
- Achieved Bank of America "Officer" Title
- Awarded Bank of America "Spirit Medallion"
- Received "On Job Trainer" Top Performer (3X)
Certification
- Vendor Management Certified - Bank of America
- Proficiency Coach Manager Certified (CRM) - Bank of America
- Adult Learning Principles Course Certified - Bank of America
Timeline
Supervisor - Account Manager / Loan Processor
Green Solar Technologies / Green Home Systems
01.2017 - 2023
Officer; Vendor Manager I - Third Party Governance, Reporting & Analytics - SOW Management Team
Bank of America
01.2015 - 01.2016
Officer; Vendor Manager I - Third Party Controls Assessment Tracking & Monitoring
Bank of America
01.2015 - 01.2015
Officer; Vendor Manager I
Bank of America
01.2014 - 01.2015
Officer; Associate Vendor Manager
Bank of America
01.2013 - 01.2014
Officer; Operations Project Analyst
Bank of America
01.2012 - 01.2013
Proficiency Coach
Bank of America
01.2011 - 01.2012
Mortgage Service Specialist Lead / Internal Trainer
Bank of America
01.2010 - 01.2011
On Job Trainer / Senior Collector II
Bank of America
01.2010 - 01.2010
Senior Collector
Bank of America
01.2008 - 01.2010
MLO Pricing Coordinator
Bank of America
01.2006 - 01.2008
Team HSS
Act 1 / Bank of America
01.2006 - 01.2006
Jr. Underwriter/Processor
Pacific Community Mortgage
01.2001 - 01.2006
Real Estate
Cypress College
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