joshua ashley

About

Experienced Operations Manager with a demonstrated history of working in the financial services industry. Strong finance professional skilled in Operations Management, Analytical Skills, Coaching, Team Building, and Management.

Country

united states

City

dallas

Industry

banking

Skill

mortgage lending, loans, mortgage banking, loan origination, management, customer service, credit analysis, training, residential mortgages, analysis, process improvement, refinance, leadership, underwriting, team building, strategic planning, project management, operations management, coaching, executive management, real estate, data analysis, commercial banking, mortgage marketing, team leadership

Experience

call center quality manager

ocwen financial corporation

2015-6 - Present · 11 yrs 4 mos

Building infrastructure for Direct Lending Division, emphasis on Loan Officer loan application and call quality. Streamlining current quality procedures and scorecards to improve customer experience and maximize overall output while delivering a quality final product. Develop scorecards, reporting and tracking to monitor overall loan officer quality.Provide weekly updates to Lending Managers, Sr. Lending Manager, and Executive Manager for Direct Lending Division.

operations manager for quality assurance for commercial lending

jpmorgan chase & co.

2013-12 - Present · 12 yrs 10 mos

Building infrastructure for internal QA procedures for Commercial Lending. Managing a staff of 8 that QA all Commercial Lending loans in Billing & ARMs, New Loan Setup, Payoffs, Taxs & Insurance, Call Monitoring, Processing, Closing, Post Closing, Records, Loan Account Management, Customer Solutions, and Casulaty Loss & Reserves in multiple sites across USA. Conduct weekly call calibrations with Senior Managers in various areas striving for improvements in all areas. Streamlining current QA process to maximize capacity and volume output.

operations supervisor

jpmorgan chase & co.

2008-10 - 2013-12 · 5 yrs 3 mos

Managed a staff of 8-20 new loan processors on 2nd shift and developed them into the top 2 highest producing team out of 15. Managed day to day operations of loan processing with emphasis on lowering cycle times, raising customer satisfaction scoring and customer interactions. Developed several process improvements that enable staff to improve overall cycle time of completion of loans and delivering a better customer experience. Received national recognition from Executive Manager for highest CSAT scores in a national contest.

senior account executive

greystone financial group

2007-12 - 2008-3 · 4 mos

Prospecting and developing new working relationships with mortgage professionals in Arizona. Training of mortgage products to loan officers and branch staff.

senior account executive

deutsche bank

2005-7 - 2007-10 · 2 yrs 4 mos

Developing and maintaining ongoing working relationships with mortgage brokers. Training of mortgage products to loan officers and other broker staff. Ongoing training in new products and procedures.

regional quality manager

deutsche bank

2003-5 - 2004-7 · 1 yr 3 mos

Assist wholesale lending branches to resolve quality issues found after a loan has been funded. Analyze trends, processes and practices within the division and advise senior management on potential changes for improvement and overall increase in quality. Provide branches with on-going training and support.