Heather Anne Arato 🫧

- Identify potential clients in the target market and complete appropriate research on the prospective client's business equipment needs - Develop relationships with prospective clients, while maintaining existing client relationships - Negotiate contract terms with clients and communicate terms to stakeholders - Serve as a subject matter expert on business products, processes and operations, and remain up-to-date on industry news - Design, develop, and deliver product specific training to operations teams

- Manage nationwide closing transactions - Built and track reporting against open issues in platform - Work directly with internal and external clients to ensure quality of services rendered - Reconcile county recordation rejections - Partner with clients to ensure SLA’s and expectations are met according to deliverable guidelines - Create and deliver monthly reporting, both internally and externally - Assist in developing enhancements to processes and systems - Partner with both internal and external title teams and vendors to ensure closings occur within closing instructions/title commitment requirements - Assist with funding and disbursement activities - Assist in training and onboarding new staff - Develop methods to effectively manage COGs - Write and deliver employee appraisals - Manage to strict SLA and quality guidelines - Work with vendor network, including onboarding and training activities

- Manage the Home Equity Recording department, ensuring the recordation of home equity transaction documents for multiple clients and in thousands of counties. - Lead staff both onshore and offshore (remotely). - Build strong relationships with clients, both internal and external. - Look for and develop enhancements to increase efficiencies and improve industry standards. - Drive for success through projects (i.e. Six Sigma, Kaizen) and process improvements. - Build and manage internal and external performance reports. - Provide coaching and feedback to staff. - Build and maintain documented procedures following standard ISO formatting and requirements, - Ensure that department meets and exceeds stringent internal and external SLA and quality requirements.

Operations Supervisor – Audit and Control Department – Mortgage Modifications - Act as Subject Matter Expert (SME) for Audit and Control department. - Review audit findings cited against Customer Assistance Specialist (CAS), and determine accuracy or dispute based on internal procedures and/or MHA guidelines. - Manage all reporting needs for the department, including providing month-end production and SLA numbers to upper management. - Provide coaching and feedback to employees when necessary. - Monitor calls to borrowers as well as authorized third parties to ensure proper handling.

11/2011 to 2/2013 Communication Lead - Brooklyn, NY- Managed all communication needs for the project, including drafting, gaining approval(s), and distribution. - Developed and managed all testing for project (i.e. huddle quizzes, training affirmation and testing). - Prepared reporting for upper management for test scores and affirmations. - Created and led “Employee Engagement Program” for the entire project. Included creating monthly newsletters, contests to boost both production and quality, etc. 1/2009 to 11/2011 Operations Supervisor - Mortgage Modifications - Managed team of 8-15 modification (FHA, FHLMC, FNMA, private) Underwriters, as well as Executive Office (Default Escalations) team. - Created and implemented job aids and tools to enhance productivity and quality, as well as efficiency. - Traveled to Tampa, FL for one month to train new team of 100+ underwriters. - Monitored incoming and outgoing phone calls for my underwriters to ensure adherence to guidelines and procedures. - Managed to strict SLA’s and quality standards. - Monitored multiple reports daily to enforce quality and production expectations and catch and close gaps quickly. WASHINGTON MUTUAL 9/2004 to 1/2009 BPO, Offshore Vendor Management - Managed a team of 50-120 employees in Chennai, India who were processing home equity applications. - Trained offshore team how to properly verify income (i.e. 1040, 1120S, 1120, W2, SS, wage earner, retirement, annuity, etc.) via LiveMeeting and daily conference calls. - By leveraging outsourcing to drive efficiency and reduce costs, as of 10/1/08, we had saved WaMu a total of $2,130,218.00 (or $267.42/loan funded) versus stateside production. - Achieved a 75% decrease in the amount of unsatisfactory file review ratings and a 30% increase in the amount of satisfactory Home Loans Credit Reviews (HLCR). This change took place during a 60 day period, through strict monitoring and accountability/process improvement initiatives.

- Processed and funded every loan type that credit union offered at the time except for 1st mortgages. - Proofed and entered customer data. - Issued loans. - Balanced drawers. - Ordered second mortgage services (i.e. ALTA, inspections). - Cut and signed checks after funding loans.