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, AZSkills
- 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
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