Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Torri Craig

Torri Craig

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience

Work History

Operations Center Support Supervisor

Daymark Recovery Services
03.2023 - Current
  • Trained new employees on proper protocols and client service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.

Mortgage Underwriter Team Manager

Sutherland Global Service
11.2020 - 06.2022
  • Coordinated team collaboration to share ideas and build best practices.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Delivered regular team meetings for aligned work towards common goals.
  • Evaluated employee performance on a yearly basis and coached and trained 22 team members, increasing quality of work and employee motivation.

Mortgage Loan Processor

Sharonview FCU
07.2019 - 11.2020
  • Handled any conditions sent from underwriting departments.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Set up and completed loan submission packages.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Determined and documented loan conditions and communicated requirements and decisions.
  • Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.

QUALITY ASSURANCE ANALYST III

Bank Of America
04.2017 - 08.2018
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Mentored and coached team members on QA topics and strategies.
  • Organized and maintained work environment to allow for maximum productivity.
  • Fixed identified issues to improve workflows.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
  • Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
  • Evaluated applications to determine insurance coverage and appropriate risk classifications.
  • Analyzed and underwrote requests for new loans and loan renewals.
  • Supported complete and accurate loan file documentation.
  • Monitored key dates to obtain information by deadlines.

Conventional Mortgage Underwriter

Wyndham Capital Mortgage
03.2015 - 01.2017
  • Evaluated loan applications, determining creditworthiness, assessing risk and establishing loan conditions.
  • Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
  • Approved or denied loans based on established criteria and underwriting guidelines.
  • Maintained mortgage program compliance with federal agencies such as FreddieMac and FNMA.
  • Reviewed appraisals and title documents to verify accuracy and completeness.
  • Collaborated with loan officers and processors to obtain additional information and resolve discrepancies.
  • Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
  • Discussed credit reports and asset management with borrowers to foster understanding of loan processes.
  • Checked personal and team calculations to validate information and underwriting decisions.
  • Evaluated performance of less experienced underwriters and helped improve overall work quality by implementing improvement plans.
  • Reviewed team underwriting decisions to identify incorrect actions and reverse previous decisions when merited.
  • Trained junior team members in underwriting procedures and loan quality grading standards.

Education

Associate of Arts - Liberal Arts And General Studies

GRJC

Skills

  • Strategize Business Plans
  • Records Organization and Management
  • Policy Development and Enforcement
  • Critical Thinking
  • Professional Ethics Understanding
  • Hiring and Onboarding
  • Performance Monitoring and Evaluation
  • Team Development

Timeline

Operations Center Support Supervisor

Daymark Recovery Services
03.2023 - Current

Mortgage Underwriter Team Manager

Sutherland Global Service
11.2020 - 06.2022

Mortgage Loan Processor

Sharonview FCU
07.2019 - 11.2020

QUALITY ASSURANCE ANALYST III

Bank Of America
04.2017 - 08.2018

Conventional Mortgage Underwriter

Wyndham Capital Mortgage
03.2015 - 01.2017

Associate of Arts - Liberal Arts And General Studies

GRJC

Similar Profiles

CREATE PROFILE
Torri Craig