Project Manager Customer Service

Location:

San Antonio, TX

Posted:

September 27, 2024

Contact this candidate

Resume:

CARLA JONES

ad81sb@r.postjobfree.com 214-***-**** San Antonio, TX 78210

Summary

Solid experience in managing operations and QC employees, reporting monthly QC findings to Sr. Management, presenting and managing to new policy and procedural changes, analyzing loan packages, training, and leadership qualifications in a fast-paced environment. Established in meeting production requirements and goals; provides hands-on training and motivates personnel. Well informed in current business best practices. Decisive yet flexible in responding to constantly changing staff demands, customers and operations throughout the company to achieve and exceed goals; Skilled and creative in resolving problems.

Skills

Leadership

Problem Solving

Analytical Skills

Customer Service

Investigative

Verbal Skills

Interpersonal

Time Management

Equator

Touch Point

Global One

Share Point

Image Soft

Acquire

E Treasury

Microsoft Office

Issuer Direct

DataTrac

Calyx

Connect

AS400

PULSE

Flow/Leap

Presenter

DocMagic

DocMagicXL

Adobe Suite

Citrix

EDOCS

Lectora

Presentations

Navigating the Internet

Graphic

Spreadsheets

Internet browser software

One-Site software-revenue and accounting system

Experience

American National Bank of Texas

Business Compliance Analyst

04/2020 - 09/2023

Provide analytical support, integrate credit, compliance, regulatory and building process change, audit disclosures for residential mortgage loans, review declined loans, serve as liaison between mortgage and corresponding bank quality control personnel, coordinate with mortgage department disposition process, review files for data integrity information, create HMDA report, liaise with credit risk and CRA, assist with QC reporting and HMDA reporting to Risk and Operations, perform second review on adverse files, review mortgage files for accuracy and audit disclosures, assist with implementation/updates of compliance policies and procedures, responsible for commercial analysis

Fresh Start Mortgage Assistance

Sr. Mortgage Compliance Auditor Manager

11/2019 - 04/2020

Conduct and perform operational and compliance audits, understand and apply established regulatory requirements and policies and procedures, develop a thorough understanding of the business, evaluate controls, make recommendations of improvement of controls, assist in the preparation of draft audit reports, assist oversight processes over the company's first line of defense and vendors, manage time effectively and efficiently, ensure data integrity between all systems, analyze and interpret loan files, attend Fair Lending/Compliance conferences, seminars, and webinars, perform detailed review and credit analysis of mortgage loans, review loan applications based on factors such as capacity, credit history, capital, and collateral, ensure adherence to policies, guidelines, and procedures, provide comprehensive lender support

La Maison Holdings

Regional Property Manager

01/2017 - 11/2019

Determine property maintenance requirements, review contractor bids and negotiate maintenance contracts, coach, counsel, and discipline employees, develop and manage common area maintenance budget, responsible for determining reimbursable charges and budget revisions, keep documentation for tenant closes and communicate on administrative matters, responsible for training all employees, help corporate prepare property acquisitions, manage asset-based lending specific databases, oversee portfolio's operational and financial performance, coordinate a communication system for Property Managers and Home Office activities, responsible for hiring on-site personnel, monitor, support and suggest marketing improvements, review rent schedules with management, inspect vacant properties and units periodically

ResMan Property Management Software Co.

Property Management Software Trainer/PM

11/2015 - 01/2018

Develop and administer training programs and materials, create and maintain training materials and facilities, present training methods and techniques, assist in developing new training courses and materials, support onboarding of new clients and team members, discover process gaps and report for software enhancements, work with Development and IT departments, ensure all software updates are released on time

Pacific Union Financial

Business Analyst/PM

05/2015 - 11/2015

Serve as the Liaison between various stakeholders, help operation meet regulatory compliance requirements, gather and prepare business requirements, conduct process analysis, compile daily workflow reports, build business relationships, test new business rules

Pacific Union Financial

Compliance Project Manager

01/2014 - 05/2015

Help operations team meet regulatory compliance requirements, gather business requirements, develop reports, conduct process analysis, compile daily workflow reports, test new business rules, have system knowledge, act as Subject Matter Expert, research regulatory rulemaking, provide monthly Compliance Training, assist LOB's with action plans and implementation strategies

Nationstar Mortgage

Operations Training Specialist/Project Management

03/2013 - 11/2013

Prepare and deliver presentations, assist leadership team with training needs, responsible for New Hire Orientation Training, directly train service center agents, collaborate with Instruction Design Team, analyze and monitor key metrics, collaborate with managers for cross-functional initiatives

Retreat Capital Mortgage

Operations Training Manager

10/2011 - 10/2012

Design and develop training curriculum and materials, conduct targeted audits, identify process inefficiencies and provide improvements, oversee quality control, collaborate with Bank of America management, develop QC/Audit team, manage a staff of 23 employees, reconcile vendor funds and managed files, utilize metrics for process development and improvement

JP Morgan Chase

Default Underwriting Trainer

10/2010 - 10/2011

Manage loan modification underwriters and processors, partner with Instructional Design, create and develop business systems curriculum

Wells Fargo Home Mortgage/Wachovia

Quality Compliance Team Manager/Closing Manager

05/2006 - 10/2010

Manage team of 12 closers, analyze possible risk and identify policy gaps, establish process performance metrics, develop and originate a reporting system, ensure compliance

Education and Training

National American University

Master of Business Administration (MBA) in Business Management Administration, General

Expected in 01/2026

Central Texas Commercial College

01/1991

Business/Managerial Economics

Accomplishments

Selected by the Senior Operations Manager to become a (SME) Subject Matter Expert and assist with the education and development of over 100 Business Control Analysts.

Highly recommended by team mngr. to become an FHA Operations Project Manager and Business Analyst.

Lead the “Customer Satisfaction Initiative”, set forth by senior management.

Voted by my peers to receive the “Star of Excellence” award for displaying teamwork and leadership skills.

Industry Systems And Tools