Vicki Donnelly

Mr. Cooper purchased the Third Party Originations channel from Flagstar on an interim basis.

• Managed several departments including retail processing and closing, government insuring, post closing and delegated correspondent operations
• Developed and executed strategic initiatives to drive business growth.
• Created cross-functional teams to improve efficiencies and effectively manage fluctuating volume.
• Co-created and executed a mentoring program to develop future leaders.
• Collaborated with executive leadership team members on long-term strategic planning that ensured sustainable success for the company.
• Delivered exceptional customer service by implementing best practices and fostering a culture of accountability.
• Identified opportunities to improve business process flows and productivity.
• Strengthened relationships with key stakeholders, fostering trust and collaboration.
• Hired and developed high performing teams.
• Established and maintained strong relationships with customers, vendors and strategic partners.
• Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
• Monitored key business risks and established risk management procedures.

• Led mortgage fulfillment groups consisting of up to 16 managers, 14 supervisors and over 200 staff including loan processors, underwriters, closers, assistants and insuring auditors.
• Managed Retail, Retention, Partnership/Growth, Employee, Correspondent and Broker channels
• Acted in a liaison capacity with mortgage insurance companies to manage resources, underwriting workflow and risk scenarios.
• Worked closely with risk groups to assess and analyze guideline and overlay exception requests.
• Managed national call queues for government and community lending.
• Handled sensitive and complex customer escalations including those from governmental agencies and the presidential response unit.
• Consulted on system and reporting requirements and implementations for government, community and conventional lending.
• Consolidated 6 disparate retail and broker FHA/VA operations centers achieving cost savings, scalability, operational efficiencies and improving the customer experience.
• Joined the community lending operations with FHA/VA operations to leverage highly skilled staff with similar skill set for operational efficiencies and cost savings.
• Cross-trained staff to become efficient in handling FHA/VA, retail and wholesale/broker business adapting to volume changes, the needs of the different sales channels and adhering to multiple service level agreements simultaneously.
• Winner of Quality Excellence Award