Shenae Frazier
Levittown,PA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of Vendors in dynamic, fast-paced settings.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
17
17
years of professional experience
Work History
Closing Manager
Spring EQ
02.2021 - 03.2023
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
- Encouraged atmosphere of teamwork by supporting staff and fostering cooperation and trust through fairness and consistency.
- Developed refinements to streamline closing processes.
- Assessed operational needs to develop practical solutions.
- Enhanced communication and partnership between staff and vendors resulting in an increase in productivity and exceptional customer service ratings.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Senior Mortgage Loan Closer
Prosperity Home Mortgage
03.2020 - 02.2021
- Effective management of my pipeline to ensure that PreCd's are reviewed, adjusted and disclosed within 7 days of the anticipated closing date
- Review each loan in the order of current milestone and closing date to ensure that all documentation required for that specific loan type is in the file and is accurate; if not, communicate with the loan processor and title company to request items or updates that are needed
- Complete a through review of the loan type, property type, borrower information, vesting, title company information, escrow account information (all applicable taxes & insurance), lender & title fees to ensure accuracy for the balancing of the CD within 3 days of scheduled closing and for the delivery of a clean and accurate closing package
- Following the balancing of the CD, as long as the loan is in the appropriate milestone the closing package will be delivered to the title company
- After final review of the Title Co's Wiring Instructions and the 10 day VOE, the wire will be requested following the selection of the appropriate funding template and the completion of the closing checklist
Closing Manager
Bayview Loan Servicing
09.2015 - 04.2018
- Managed a team of 8-10 individuals (in addition to an outsourced team of 6 individuals) within the retail consumer direct mortgage operation channel, ensuring that all departmental and compliance are met in the time frames that are provided as it pertains to our daily operations
- Cure all team related QC/QA deficiencies, further developing system enhancements/checks to prevent trending deficiencies in the future
- Served as a SME for several departments within the company, assisting in the job aid development and training for new and current employees
- Provide customer service interventions and resolutions for any escalated operational issues that have posed any inconvenience to our borrowers and or title partners
Education
High School Diploma -
Philadelphia H.S. For Girls
Philadelphia, PA06.2000
No Degree - Liberal Arts And General Studies
Cheyney University of Pennsylvania
Cheyney, PASkills
- Customer Service
- Mortgage Lending
- Loan Documentation
- Effective Working Relationships
- Regulations Compliance
- Standard Operating Procedures Proficient
- Policy and Procedure Implementation
- Quality Control Analysis
- Customer Accounts Management
- Vendor Contracts
- Vendor Performance Management
- Training and Development
- Manage Operations
- Customer Needs Assessments
- Vendor Negotiations
- Vendor Relations
Timeline
Closing Manager
Spring EQ
02.2021 - 03.2023
Senior Mortgage Loan Closer
Prosperity Home Mortgage
03.2020 - 02.2021
Closing Manager
Bayview Loan Servicing
09.2015 - 04.2018
High School Diploma -
Philadelphia H.S. For Girls
No Degree - Liberal Arts And General Studies
Cheyney University of Pennsylvania
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