SHATANDRA MORRIS
Pensacola,FL
Summary
- 18 Years of experience in Real Estate Lending, having thorough knowledge of mortgage requirements, regulations, and procedures for all NFCU first mortgage loans.
- 8+ years of effectively leading a diverse and expansive team of up to 260 team members.
- Lead for Purchase Processing transition for Empower migration to include system requirements, procedures, and communication.
- Proven leader with strengths in building successful teams, development, process improvements and project collaboration.
- Expertly applies regulations, instructions and procedures based on investor and related guidelines. Serve as change agent to champion innovation in operations, business process and procedures.
- Drives Mortgage lending strategies to maximize key business growth/goals while collaborating with senior leadership.
- Dedicated to developing and nurturing qualified successors through mentorship to ensure a seamless transition and continuity of excellence within the organization.
Overview
19
19
years of professional experience
Work History
Manager, Mortgage Loan Operations
Navy Federal Credit Union
2022.10 - Current
- Manage and coordinate the successful performance of diverse team of 3 AMs, 14 Supervisors, 16 MPSs and 102 Processors, through motivation by providing clear expectations and building trust through transparency
- Agile change management to achieve future/evolving objectives, leveraging ADO and divisional communication groups to alert changes and updates to stakeholders
- Support leaders and peers through mentorship and assisting with establishing/managing expectations, staffing, and building inclusive and engaging team environment
- Creative problem solving with holistic view of process, people, and procedures
- Empower Change Champion focusing on the issues, closing gaps, procedure impact evaluation and resolution
- Manage purchase staffing by analyzing data to determine the need, placement, and onboarding of new hires, while collaborating with Workforce Optimization
- Proactively maintains clear and open communication channels throughout the organization, ensuring that expectations are set and shared effectively
Assistant Manager, Mortgage Loan Operations
Navy Federal Credit Union
2019.10 - 2022.10
Supervisor Mortgage Loan Operations, Processing
Navy Federal Credit Union
2016.10 - 2022.10
Mortgage Production Supervisor, Processing
2016.03 - 2016.10
Mortgage Processor II/III
Navy Federal Credit Union
2015.02 - 2016.03
Mortgage Loan Officer I/II
Navy Federal Credit Union
2009.12 - 2015.02
Mortgage Support Assistant
Navy Federal Credit Union
2006.03 - 2009.12
Education
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Operations Management
- Performance Management
- Workforce Management
- Interpersonal Skills
- Professionalism
- Negotiation and Conflict Resolution
- Managing Operations and Efficiency
Accomplishments
- Led the successful implementation of a new initial credit review process for Field Mortgage and the new Mortgage Loan Review Teams, optimizing the efficiency and accuracy of the upfront credit review process.
- Facilitated the transition of Loan Product Advisor (LPA) to closing, saving processors 5 minutes per loan, demonstrated the program to our closing partners, securing their agreement to integrate the new task into the closing process.
- Spearheaded the FHFA launch within a week by devising and executing a comprehensive plan to communicate and gain buy-in from peers. Implemented a structured monitoring system, trained MPSs and ensured clear communication and guidance for a successful roll out.
- Effectively implemented the support of SEB Equity Loans within First Mortgage, resulting in increased member satisfaction and centralized product support. Coordinated staffing, training, and process enhancements to improve pend percentages and streamline operations.
- Managed staffing efforts for mortgage processing, recruiting, and onboarding over 800 contractors and FTEs since 2020. By expertly managing the onboarding process, I facilitated a seamless transition for new hires, enabling them to quickly integrate into their roles and contribute to the overall success of the team.
- Championed the CCO volunteer initiative for processing, providing 44 contractors with priority consideration for full-time employment during overstaffing periods. Collaborated with CCO's leadership and recruiters to offer contractors insight into the day-to-day operations, fostering alignment with the organization's value and goals.
- Served on a culture panel for the GPO Town Hall, skillfully articulating what our culture means and received accolades from executive leaders for my level of dedication and resonating message amongst the audience.
- Served on Q1 REL leadership forum providing valuable insights to our leaders on enhancing collaboration.
Achievementsandrecognition
- Completed School of Mortgage Banking I
- Awarded with the Greater Pensacola Leadership Award- 2023
- Completed NAMMBA in 2022 and spearheaded the initiative in 2023 for Real Estate Lending.
- Strategy Appreciation Award- 2021, 2023
- President's Award for Service Excellence- 2019
- Sustained Superior Performance Award – 2014, 2015, 2016, 2019.
Timeline
Manager, Mortgage Loan Operations
Navy Federal Credit Union
2022.10 - Current
Assistant Manager, Mortgage Loan Operations
Navy Federal Credit Union
2019.10 - 2022.10
Supervisor Mortgage Loan Operations, Processing
Navy Federal Credit Union
2016.10 - 2022.10
Mortgage Production Supervisor, Processing
2016.03 - 2016.10
Mortgage Processor II/III
Navy Federal Credit Union
2015.02 - 2016.03
Mortgage Loan Officer I/II
Navy Federal Credit Union
2009.12 - 2015.02
Mortgage Support Assistant
Navy Federal Credit Union
2006.03 - 2009.12
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