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
Iredell County NC
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
Fort Mill, SC
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
Charlotte, NC
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
Charlotte, NC
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