Resume to attain Director Position and higher

1. Internal –USAAInformation
Michelle Bell
San Antonio, Texas 78259
Email: michelle.bell@yahoo.com Cell: (614) 565-3272
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PROFILE
Experienced professional with more than 25 years of mortgage and banking experience. Excellent
communicator with ability to quickly assess situations, identify problems and solutions who
focuses on strategies to produce quality results.
 Leadership  Problem Solving  Research/Analysis
 Regulatory Compliance  Decision Making  Process Improvement
 Coaching/Developing  Training  Project Management
PROFESSIONAL EXPERIENCE
USAA Federal Savings Bank, San Antonio, TX 2017 - Present
Closing Manager– Real Estate Fulfillment (2018-Present)
Manage team of 15 closers and 1 senior closer. Performed performance evaluations, salary
reviews, behavior modification, career counseling and resolution of employee issues.
 Back up for Director when out of the office.
 Create and implement closing checklist to improve compliance results.
 Advisory team to build out back to basics training for closing and delivered training.
 Advisory team to build out training for processing task team.
 Lead charge to deliver Closing Disclosure no later than 7 days prior to closing.
Processing Senior– Real Estate Fulfillment (2017 to 2018)
Daily production, pipeline and performance management of 8 processors. Continual training and
coaching of processors.
 Collaborated with training to implement Jumbo training courses.
 Successful implementation of 3 ICE ideas, to obtain COE and CAIVRS documentation at the
front end of the process, for standardized verification of mortgage, and for gift letter
 Assisted the business advisors to improve procedures.
 Implemented using form 8821 to obtain tax documentation directly from the IRS to expedite
receipt.

2. Internal –USAAInformation
Alpha Mortgage Wilmington, NC 2014-2017
Processing Manager/ Acting Operations Manager
Daily production and performance management of 15 processors and 5 processing assistants.
Oversight of closing, post-closing and investor relationships. Communicated and implemented
compliance and production changes.
 Customized Encompass LOS to streamline the process from origination thru post funding.
 Recommended LOS system enhancements and trained the business to ensure compliance
and procedures.
 Interpreted TRID regulations to determine necessary system enhancement and procedure
updates.
 Performed system testing to ensure successful TRID rollout.
Homeowners Mortgage Wilmington, NC 2013-2014
Regional processing Manager
Daily production and pipeline management of 8 processors and 2 processing assistants.
 Oversight of closing, post-closing and investor relationships.
 Obtained and reviewed documents for acceptability against loan conditions for
Conventional, FHA, VA and USDA loans.
 Resolved escalated customer complaints.
JPMorgan Chase Columbus, OH 2001-2013
Senior Funder, Processor and Jr Underwriter
Coordinated with buyers, title companies, escrow agents, surveyors, insurance agents, and real
estate agents. Trained team members.
 Complied with regulatory requirements and Chase policies
 Achieved and maintained acceptable customer satisfaction scores and met closing date.
 Lead on the TX 50(a)(6) product
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EDUCATION
 BA with Business major from Southern New Hampshire University (SNHU)
 Enrolled in MBA program beginning May 2019 at SNHU