Chami Harris

 Career Expert in: Banking and Finance/ Mortgage/ Risk Management/ People Management/ Customer Excellence Career Summary As an analytical, improvement focused professional, I possess a highly developed ability to work across multiple functions. I provide a well- rounded perspective by drawing from over 16 years of management and process improvement experience in the financial services and contact center industries. This experience allows me to foster and maintain positive relationships across various levels of management, external vendors, and clients and results in the ability to direct, learn quickly, lead training initiatives, and further adapt to and implement positive change. Areas of Expertise Leadership Development Risk Management Research & Analytics Strategic Thinking BSA/AML KYC Compliance Data Mining Client/Vendor Relations Team Building/Coaching /Mentoring Written\Verbal Communication Project Management Systems Implementation Microsoft Suites People Management Process Management Quality Assurance Career History Loan Operations Manager (Commercial Lending) – JPMorgan Chase Bank – Plano, TX10/2022-Present Manages a team of 18 associates including 16 Loan Operations Specialists and 2 Supervisors Identifies and negotiates team schedules, promotes quality, and addresses the number of resources required to meet loan process targets both individually and within team objectives Monitor key performance indicators to ensure the Post Approval team is processing all daily requests, meeting SLA's and exceeding quality metrics Responsible for talent management including team and department recruitment, onboarding of new hires and succession planning Responsible for team member development through monthly refreshers of process and/or procedure updates Provides mentoring, training and assistance to develop and grow current Supervisors into future team leaders. Conducts regularly scheduled 1;1’s to monitor the overall performance of each individual contributor against both peer and team goals Works hand in hand with both Risk and Controls partners to review, establish and implement processes to improve productivity, quality and customer satisfaction Conducts monthly meetings with all stakeholders including Credit, Eligibility, and Market leaders to discuss process improvement, shorter and more seamless time to money targets and increased customer satisfaction experiences Assists in the creation and implementation of departmental procedures, review and build out of compliance scorecards for adherence to and the governance of regulations and SOP requirements as mandated by the Small Business Administration Assisted with the development of centralized reporting to capture production metrics, team goals and peer to peer scoring in a single dashboard Conducts recurring meetings with technology team to discuss, test and implement change to operating systems to ensure a strong technology resource to meet daily production requirements Communicates consistently with executive leadership on business progress including short- and long-term strategy options Leads continuous improvement activities to continue department growth and improvement Loan Processing Manager (Residential Lending)- Redfin Mortgage, LLC – Frisco, TX 03/2020-06/2022 Train, manage, and develop a team of 12 Loan Processors and Processing Team Leads to meet regulatory guidelines regarding the documentation and preparation of forms for loan closings and funding Manage and deliver on coaching opportunities for enhancement in the production of both individual contributors and as a team through performance reviews including but not limited to development action plans Supervise loan life cycle through validation of customer documentation for completeness and accuracy through communication with Underwriting management and staff while analyzing banking risks Ensuring completion of various checklists and compliance controls to ensure decreased regulatory exposure to risk Conduct weekly team meetings and monthly individual one on ones, including updates on previous weeks and monthly performances and current days prioritized tasks within the team and individual pipelines Pipeline triage and prioritization of loans falling behind in the loan process Perform random quality review of loans in process to ensure proper process implementation Acts as an escalation point to resolve loan issues, customer concerns and vendor involvement Responds timely to internal and external management communications for loan review updates and escalations resolutions Reinforces and supports agreed upon decisions, directions, and strategies. Assists with the development of process and procedure documentation for large scale program implementation Communicates and ensures effective implementation of policy and procedural changes through adherence to compliance regulations and credit guidelines Management of team and department recruitment and onboarding of new hires Identifies and negotiates team schedules, promotes quality, and addresses the number of resources required to meet loan process targets both individually and within team objectives Senior Customer Escalation Associate (Small Business) – Capital One, Plano, TX 05/2019–03/2020 Owned, drove, and was accountable for the full life cycle of the most complex, escalated cases while meeting regulatory guidelines and avoiding reputational risk to the company. Identified trends and gaps within quality control process for mitigation/action Managed customer experience and relationship from receipt of escalation through resolution while balancing quality and speed Leverages subject matter expertise from multiple operational areas, tools and resources including but not limited to Home Loan, Small Business and Retail Consumer product Researched, analyzed, and documented root cause(s) that drove complaint, collaborating with business groups, Legal and Compliance Developed a deep understanding, drew conclusions, and used sound judgment, critical thinking, analysis, and problem-solving skills to make decisions when resolving customer escalation across multiple specialties while owning the customer outcome Collected data and information and using analytics and reporting to provide transparency to senior leadership and executives Identified the specific area(s) of potential legal and/or compliance exposure and partners with attorney and/or advisor to propose resolution. Demonstrated understanding of operational risk, control testing methodologies, and related regulatory and compliance standards Partnered closely with Compliance, Legal, Product, Operations, and other cross-functional teams to understand the overall business environment and be the point of contact for compliance monitoring and testing engagements from risk-based planning, designing test scripts, and executing against them Senior Consultant-Project Team Manager – NTT Data Services, Dallas, TX 09/2015-07/2018 Owned all complaint-related customer communications both verbal and written through judgment and attention to detail Managed all customer documentation reviews and system data updates through high verification processes while helping to ensure compliance with all banks financial policies and guidelines through extended knowledge of applicable law and regulations are met Managed, developed and trained a team composed of Quality Analysts, Remediation Analysts and Relationship Proven leader with excellent oral and written communication skills, negotiation skills, and project management experience Queue triaged and managed of the volume and movement of cases in Analysts queues via case review sampling and escalations Supervised daily workflow of operational queues and metrics Managed and delivered on coaching opportunities for enhancement in the production of both individual contributors and as a team through performance reviews including but not limited to development action plans Facilitated day-to-day details of case closure and communicate case findings and progress at any time to any level of management through verbal or written reports in a timely manner Served as a subject matter expert on thorough due diligence and enhanced due diligence. Performed reviews for new and existing customer profiles to analyze relationships with the bank for an understanding and determination of a customer’s level of risk ranging from low to very high for the purpose of maintaining or dissolving that partnership Identified and negotiated team schedules, promoted quality, and addressed the number of resources. required to meet loan process targets both individually and within team objectives Assisted with the development of process and procedure documentation for large scale program implementation Implemented anti-money laundering procedures using strong investigative skills to monitor. Reviewed transactional and customer services records through external data, publicly available information, and other information to identify suspicious or unusual activity Monitored validation of customer supplied documentation for completeness and accuracy Monitored validation and the corrections of client systems data entry errors to meet servicing requirements Validated and verified KYC risk compliance by analyzing potential Office of Foreign Assets Control (OFAC) hits to ensure transactions are within compliance, quality assurance reviews on draft Suspicious Activity Reports, sanction reviews and other AML processes Served as a subject matter expert for internal Business Managers to aid and assist with a better understanding of the policies and processes in place and gives insight on areas that need improvement by maintaining current knowledge and expertise with both NTT Data and client policies and procedures Assessed and managed scope change, communications, issues on risks and organizational change to meet case closure objectives while reinforcing and supporting agreed upon decisions, directions and strategies, and maintaining team moral. Loan Documentation Manager (Small Business Operations) – Capital One Bank, Plano, TX 10/2006-07/2015 Managed and motivated a team of 10-20 members made up Loan Processing and Closing Documentation Specialists Managed and delivered on coaching opportunities for enhancement in the production of both individual contributors and as a team through performance reviews including but not limited to development action plans Supervised loan life cycle through validation of customer documentation for completeness and accuracy through communication with Underwriting management and staff while analyzing banking risks Ensured completion of various checklists and compliance controls to ensure decreased regulatory exposure to risk Conducted daily team huddles, including updates on previous day's performance and current days prioritized tasks (e.g., welcome calls, inbound calls, and level I-IV doc audits) Pipeline triaged and prioritized of loans falling behind in the loan process (e.g. assigning doc level I-IV inventory, welcome and follow calls each day) Performed random quality review of loans in process to ensure proper process implementation Acted as an escalation point to resolve loan issues, customer concerns and vendor involvement Responded timely to internal and external management communications for loan review updates and escalations resolutions Assisted with the development of process and procedure documentation for large scale program implementation Communicated and ensured effective implementation of policy and procedural changes through adherence to compliance regulations and credit guidelines Identified and negotiated team schedules, promoted quality and addresses the number of resources required to meet loan process targets both individually and within team objectives Partnered with other areas within the different LOB (Collections, Loan Renewal Team, Booking and Funding Team, Risk, Compliance, Market, Underwriting etc.) to develop strong cross-functional processes Additional Professional Background EDUCATION W.T. White High School Accomplishments Redfin Mortgage LLC: Rockstar of the Month – 2021 2021 Hero Award – 2021 Capital One Bank: Star of Excellence Award – 2008 Star of Excellence Award – 2009 Top 3% of Company – Merit of Excellence 2013 Best Customer Service – 2019 *References Furnished Upon Request