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
Gardena, CA
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
El Segundo, CA
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