TERRA H. RAPIN
Hudson,FL
Summary
Business Support and loan operations leader with experience in regulatory compliance, employee development, and operational improvement. Known for aligning teams, building training resources, and using metrics to improve delivery, consistency, and performance across complex business processes.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Business Support Manager
BANK OF AMERICA
Tampa, Florida
05.2023 - 05.2026
- Guided cross-functional project teams through national initiatives, accelerating project delivery timelines by 25% ahead of schedule.
- Orchestrated nationwide rollouts to redefine frontline roles and develop training curricula, resulting in a 15% improvement in performance metrics.
- Led cross-unit process updates and metric redesigns, yielding an 8% gain in frontline operational efficiency.
- Aligned nationwide divisions by deploying standardized tools and resources, enhancing execution and operational consistency.
Team Lead
BANK OF AMERICA
Tampa, Florida
03.2020 - 04.2023
- Exceeded performance metrics 92% of the time while managing a team of mortgage processors dedicated to complex residential portfolios for premier clients.
- Led team of loan processors to achieve monthly operational metrics while ensuring adherence to risk and compliance protocols.
- Assembled a remote mortgage processing team dedicated to affordable housing initiatives, driving a 10% increase in completed loan applications.
- Developed training material for 10 associates, scaling usage to approximately 50 associates to enhance process efficiency.
Home Service Specialist iii/Client Advocate
BANK OF AMERICA
Tampa, Florida
07.2012 - 03.2020
- Coordinated with Team Lead to establish routines, provide coaching, assist with desktop routines, and manage pipelines for remote associates.
- Utilized reporting to enhance client satisfaction and tracked scorecard metrics for 12 team members, demonstrating team performance.
- Participated in pilots and side projects, leading to a 15% improvement in process efficiency.
- Completed underwriting tests to approve conventional, conforming loans, enabling 75% of loans to be approved on the first review.
Closer
ISLAND TITLE SERVICES, INC.
Tampa, Florida
01.2010 - 07.2012
- Executed real estate sales documents and closing disclosures for buyers and sellers across multiple property types, clearing title and facilitating closing for over 300 transactions.
- Executed closing documents as commissioned Notary Public for Florida, managing over 45 closings monthly.
- Reviewed contracts, ordered services, and cleared open conditions to ensure title clearance, balancing closing disclosures and facilitating closing for over 300 transactions.
- Facilitated 100% of real estate transactions foreclosed by the Secretary of Housing and Urban Development in Florida.
Education
Some College (No Degree) - Business
PHCC
Palm Harbor, FLSkills
- Loan operations
- Regulatory compliance
- Process Improvement
- Organizational Effectiveness
- Compliance oversight
- Cross-Functional Collaboration
- Team leadership
- Employee Development
- Project coordination
- Decision-making
- Problem solving
- Written communication
- Relationship management
Personal Information
Title: STRATEGIC OPERATIONS SPECIALIST & CROSS-FUNCTIONAL COMMUNICATOR
Certification
- Registered Trainee Appraiser License #RI13338 Active 2004-2006
Commissioned Notary Public ID #1129744 Active 2018-2022
NMLS ID#940880 Active 2012-2021
Timeline
Business Support Manager
BANK OF AMERICA
05.2023 - 05.2026
Team Lead
BANK OF AMERICA
03.2020 - 04.2023
Home Service Specialist iii/Client Advocate
BANK OF AMERICA
07.2012 - 03.2020
Closer
ISLAND TITLE SERVICES, INC.
01.2010 - 07.2012
Some College (No Degree) - Business
PHCC