SARA STIEN

Managed a dual team comprising of IT Help Desk and Lending Help Desk supporting 2400 end users on our banking systems (including Encompass 360) and other desktop applications.

• Oversaw daily operations of Lending Help Desk, 5 team members who provided technical and workflow assistance on our loan operating system, Encompass 360, to internal users. 
• Implemented an employee scorecard to track individual performance resulting in improved scores for first level resolution and improved customer service quality surveys.
• Curated and managed a tiered support system based on nature of call. 
• Created processes for support analysts to proactively assist users in preventing future problems by looking for root causes, correcting them, and providing training.
• Resolved escalated issues related to user support on Encompass 360. 
• Managed ticket volume for service requests and incidents, handling >150 tickets a day. 

Supervised the daily activities of the Lending Helpdesk staff supporting internal customers using our Loan Origination System, Encompass. Managed team including staff selection, scheduling, training, formal performance evaluations. Defined and managed positions ensuring appropriate competency throughout the team. Established and maintained objectives for support personnel. Managed internal controls of the loan external system user access administration processes, lending systems web access (FNMA, FHLMC, FHA, VA, CoreLogic, etc.) for new employees, transfer, and separations. Managed lending vendor interactions including contract renewals, invoicing, audit needs and user access to defined tools that support the Single-Family Lending division.

• Key support in the rollout of a new Loan Origination System (Encompass) to 1600 lending and administrative staff members.
• Created reports for management regarding status of Lending Help Desk calls and ticket volume as well as issue trends.
• Consolidated and updated Knowledge Base materials to simplify the information accessibility. 
• Created and implemented an employee scorecard analyzing monthly call and ticket metrics. This provided important feedback to the Help Desk Agents resulting in improved metrics for Ticket to Call Ratio, First Call Resolution and Customer Surveys.
• Responded to and resolved escalated issues surrounding general lending processes including: Escrow impounds, loan payment processing, loan data transfer to loan servicing system. 

Managed Single Family Lending vendor contracts from the perspective of continuance, payments, invoice reconciliation, direct point of contact for vendor audits. Assisted with assessment of new vendor impacts, negotiations and contracting phase. Oversaw the daily activities for establishing third party lending website access for new employees, transfer and separations. Managed internal controls of the SFL external system user access administration processes. Coordinated the opening of new lending branches to ensure a smooth onboarding experience for the new hires and the internal departments who support them. 

• Designed a monthly report that isolated the primary causes for uncollected appraisal fees. Made recommendations and assisted with implemented to reduce these losses resulting in savings of over $50K monthly. 
• Worked within a team tasked with opening numerous Home Loan Centers in the Southern California and Arizona markets on an aggressive schedule. 

Developed and administered secondary market initiatives while acting as a liaison to investors. Optimized the profitability of mortgage loan sales to investors with effective pricing and management of the rate locked pipeline. Administrator for the following vendor relationships: Fiserv EZ Lender(LOS), Wolters Kluwer, FNMA, Loan Logics, Corelogic. Oversaw delivery of FNMA servicing retained and correspondent lending channel servicing released loans.

• Launched the correspondent lending channel in 2014 for new loan programs: VA, USDA and non-agency jumbo.
• Implemented and managed the pre-closing loan quality control review.

Oversaw the underwriting, processing and funding of mortgage loans. Averaged 50 units and balance of $10MM origination monthly with fulfillment average of 34 days in. Set daily interest rates and tiered pricing for all agency products. Managed the whole loan pipeline with 100% mandatory commitments to FNMA. Responsible for research and implementation of new mortgage products and programs.  Reviewed and processed Home Affordable Mortgage Program and standard FNMA modifications and made recommendations on other foreclosure alternatives. Managed the FNMA quality control post-close file review and response to Senior Management. 

• Earned over $2MM gain on sale income in 2012 selling loans to FNMA. 
• Implemented FNMA HARP program in 2010-2011 (government sponsored loan modifications)

Underwrote mortgage loan files in accordance with agency guidelines and internal policies and procedures.  Analyzed loan criteria, income, appraisal, credit worthiness, employment history, debt and ratios. Set daily interest rates and tiered pricing for all secondary market products.

• Evaluated hardship modification applications, approved and declined according to investor procedures.
• Assembled packages and worked with third parties to negotiate the handling of bankruptcy and foreclosure consumer events.

Accountable for the financial budgets and forecasting of monthly expenses for five departments totaling $30MM in annual budget and 200 staff members. Monitored and analyzed execution of the annual operating budget throughout the fiscal year using knowledge of the organization's budget guidelines; ensure proper fiscal performance by recommending action to adjust the budget during the year.

Prepared financial statements daily on the loan servicing portfolio in order to determine the value and risk. Ran servicing valuation and cash flow simulations based upon changing sets of assumptions like interest rate variances.

Managed secondary market bulk whole loan trades and securitization of prime and non-performing assets. Responsible for supervising the transaction from trade to settlement maintaining communication with all parties including the client, loan servicing, legal counsel, data analysts and document custodians. Reviewed loan files to determine deficiencies in underwriting, credit, appraisal and collateral wallet contents for pre-sale audits for FNMA and FHLMC loan purchases.  Created deal timelines and assigned responsibilities to individuals involved in the trade; prepared final reports.

Performed credit and income analysis on borrowers and reviewed property appraisals according to bank portfolio guidelines and agencies. Reviewed loan applications for completeness and accuracy. Set and cleared conditions using knowledge of bank products, programs and investor guidelines. Lending authority up to $1MM

Responsible for all loan processing activities and clerical support for mortgage loan officers. Analyzed income, verified employment, salary, assets and liabilities according to bank and investor requirements.

• Ranked in top 10% of department processors based upon number of monthly loans closed and audit results.

In an inbound call center, responded to and resolved mortgage loan servicing issues including: Billing, payments, modifications, escrow account, property transfer, payoff and default.

• Promoted within six months of being hired. 

Major: Psychology