Summary
Overview
Work History
Education
Skills
Timeline
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Tracy Sherman

Lake Elsinore

Summary

Dynamic Loan Servicing Manager with a proven track record at Northrop Grumman Federal Credit Union, excelling in team leadership, quality assurance, and operational efficiency. Seasoned and detail-oriented professional with over 20 years of management experience, known for strong interpersonal skills, effective communication, and a proactive, self-motivated approach. Adept at problem-solving, process enhancement, and handling complex transactions, with a strong focus on compliance and adherence to internal policies. Committed to maintaining high service levels, fostering collaboration, and developing staff to achieve departmental goals. A well-rounded leader dedicated to delivering exceptional customer service and driving continuous improvement.

Overview

16
16
years of professional experience

Work History

Loan Servicing Manager

Northrop Grumman Federal Credit Union
06.2016 - 06.2025
  • Managed staff to ensure a smooth workflow and efficient department functions, promoting collaboration and meeting departmental goals.
  • Utilized problem-solving skills, applying Fishbone Analysis (Cause-and-Effect Diagram) to diagnose root causes of operational challenges, leading to effective corrective actions and enhanced processes.
  • Prepared and monitored quality control reports, identified key issues, and communicated findings and recommendations to executive leadership, driving continuous improvement in operations.
  • Assisted in system updates, ensuring smooth transitions and minimal disruptions while improving system functionality and user experience.
  • Contributed significantly to multiple team-building initiatives and automation enhancement projects, improving team collaboration, workflow efficiency, and overall productivity.
  • Oversaw servicing of mortgage, insurance, debt, and collateral protection, ensuring compliance, customer satisfaction, and alignment with company policies.
  • Maintained up-to-date knowledge of industry regulations, ensuring full compliance within the team''s work processes and procedures.
  • Implemented quality control measures that resulted in reduced errors and increased accuracy in loan servicing tasks.
  • Conducted regular performance evaluations of team members, providing constructive feedback and coaching to support professional growth and development.
  • Established strong relationships with external partners such as vendors, regulatory agencies, legal representatives for effective collaboration on loan servicing matters.
  • ·Fostered a collaborative work environment through open communication channels and regular team meetings, resulting in higher employee morale and engagement.

Loan Servicing Supervisor

Xceed Federal Credit Union
05.2009 - 06.2016
  • Supervised and provided leadership to staff, ensuring productivity and team cohesion
  • Oversaw daily departmental operations to ensure efficiency, accuracy, and regulatory compliance
  • Resolved escalated issues with effective problem-solving and decision-making skills
  • Trained and mentored staff to promote growth, performance improvement, and retention
  • Handled complex transactions requiring advanced knowledge and attention to detail
  • Prepared and processed reports a variety of internal and external reports accurately and timely
  • Developed and enforced policies and procedures for compliance with company policies.


Education

Business Administration

University of Phoenix
Tempe, AZ

Skills

  • Team Leadership & Development
  • Quality Assurance
  • Decision-Making & Problem-Solving
  • Procedure implementation
  • Audit & Performance Reviews
  • Maintain High Service levels
  • Conflict Resolution
  • Audit & Performance Reviews
  • Employee Training & Development
  • Setting and Achieving Team Goals
  • Support Company Goals, Values and Internal Policies

Timeline

Loan Servicing Manager

Northrop Grumman Federal Credit Union
06.2016 - 06.2025

Loan Servicing Supervisor

Xceed Federal Credit Union
05.2009 - 06.2016

Business Administration

University of Phoenix
Tracy Sherman