SONJA WARE
Palm Coast,FL
Summary
Create an inclusive environment to bring together multiple processing teams to achieve the highest level of customer satisfaction, loan turn time and units funded with my over 30 years of mortgage industry experience.
Experience in operational management with professional abilities in time management and industry knowledge. Strong written and verbal communication skills internally and externally and a confident presenter. Ability to multitask and meet deadlines in a fast-paced environment. Highly motivated, detail-oriented, and dedicated to quality.
Overview
25
25
years of professional experience
Work History
Senior Client Manager Lead
OneTrust Home Loans
03.2024 - Current
- Maintain a pipeline of 20 loans monthly
- Conduct pipeline meetings with processors and sales teams
- Administer feedback, coaching, and training for 11 processors
- Collaborated with marketing teams to develop materials that showcased the company''s value propositions for prospective clients.
- Increased client satisfaction by providing exceptional account management and personalized solutions.
Processing Manager
CALIBER HOME LOANS
05.2021 - 09.2022
- Responsible for managing pipeline of 9 to 14 Processors in the Region specializing in purchases, refinances, Bond Loans and Government loans
- Analyze reports for pipeline management and movement in order to meet the deadlines and expectations of customers
- Accountable for team metrics being achieved on a daily, weekly, monthly basis, i.e., turn times, post closing issues, fundings and compliance
- Administer feedback, coaching, and direction for new employees and guidance for those on the team interested in advancing their careers within the department
- Organize daily time management to include manager meetings, team huddles, escalations and pipeline reviews
Senior Team Manager
JPMorgan Chase Bank, NA
08.2020 - 05.2021
- Still have the same responsibilities as I did as a Team Manager but with a smaller team of 7
- Reports directly to Site Manager - Analyze daily reports for pipeline management for Team Managers and their Teams
- Administer feedback, coaching, and direction for new employees and guidance for those on the team interested in advancing their careers within the department
- Arranges group sessions to promote best work practices
Team Manager
JPMorgan Chase Bank, NA
02.2010 - 08.2020
- Responsible for managing pipeline of 11 Client Care Specialists in the Texas Region specializing in purchases, refinances and government loans
- Analyze reports for pipeline management and movement in order to meet the deadlines and expectations of customers
- Accountable for team metrics being achieved on a daily, weekly, monthly basis, i.e., turn times, CSAT, call/email monitoring, fundings and compliance
- Administer feedback, coaching, and direction for new employees and guidance for those on the team interested in advancing their careers within the department
- Organize daily time management to include manager meetings, team huddles, escalations and pipeline reviews
Sr. Loan Processor
JPMorgan Chase Bank, NA
07.2004 - 12.2009
- Processed for high producing loan officers and maintained a large pipeline over a long period of time and exceeded funding goals on a consistent basis
- Worked with loan officers new to Chase and loan officers that required special attention with their pipelines
- Managed pipeline reports such as 'bucket reports', closing logs, welcome calls/pre-close calls
- Conducted pipeline meetings with loan officers on a weekly basis
- Team leader for Closr and assisted management with Special Projects when needed and still maintained a pipeline
- My customer service qualities included problem solving, teamwork and loyalty
- Have been recognized for my ability to prioritize, multitask and organization skills
- I have been in the Chase top 5 record closings on multiple occasions
- I have vast experience with FHA, VA and Self-Employed applications
Loan Officer
JPMorgan Chase Bank, NA
06.2002 - 07.2004
- Originated loans, obtained documents for mortgage processing
- Maintained a high customer service level with all customers
Loan Officer Assistant
JPMorgan Chase Bank, NA
05.2000 - 06.2002
- Worked directly with Loan Officer and customers, assisted with mortgage applications, mortgage process and closing
Education
Dorsey Business School
01.1990
Skills
- Microsoft Office Professional
- Word
- Excel
- PowerPoint
- Access
- Mortgage Express
- Sharepoint
- Internet
Timeline
Senior Client Manager Lead
OneTrust Home Loans
03.2024 - Current
Processing Manager
CALIBER HOME LOANS
05.2021 - 09.2022
Senior Team Manager
JPMorgan Chase Bank, NA
08.2020 - 05.2021
Team Manager
JPMorgan Chase Bank, NA
02.2010 - 08.2020
Sr. Loan Processor
JPMorgan Chase Bank, NA
07.2004 - 12.2009
Loan Officer
JPMorgan Chase Bank, NA
06.2002 - 07.2004
Loan Officer Assistant
JPMorgan Chase Bank, NA
05.2000 - 06.2002
Dorsey Business School