Melanie K Hamm

• Leads data governance control to annually assess all active critical business processes in Retail Bank, resulting in declaring new high priority usages of data as well as confirming accuracy of associated risk over all processes.
• Coordinates the creation and execution of data provisioning agreements for new high priority data usages, ensuring all data quality checks are in place.
• Maintain relationships between data producers and consumers, liaising change management and agreements compliance.
• Supervises processes for dataset registrations within Retail Bank, maintaining risk standards for all highly sensitive human data.
• Conducts learning seminars and develops training materials for partnering departments, facilitating an increased adherence to enterprise-wide data risk standards.
• Creates automation efficiency ideas and partners with data analysts to build out and implement models.
• Partners with risk team to effectively field questions received from various lines of business, to ensure all best practices and risk related issues are resolved in an accurate and timely manner.
• Heads the community engagement committee, running all aspects of team volunteering, planning, and events.

• Guide processors to daily, weekly and monthly production goals, while ensuring high levels of expected service, quality and integrity on all loans are maintained.
• Managed a team consisting of 20-25 Processors and Jr Processors.
• Resolved escalated customer issues, and boosted individual and team retention rates.
• Monitored adverse denials and withdrawals, ensuring compliance procedures are followed.
• Maintained team-wide compliance with federal and state regulations.
• Interviewed, hired, and trained employees; while implementing mentoring programs to promote positive feedback and engagement.
• Reviewed, audited and monitored reports related to employee production and compliance standards.
• Engaged employees in business processes with positive motivational techniques.
• Guided processors to daily, weekly, and monthly production goals, while ensuring high levels of expected service, quality, and integrity on all loans are maintained.
• Managed a team consisting of 20-25 Processors and Jr Processors.
• Interviewed, hired, and trained employees, while implementing mentoring programs to promote positive feedback and engagement.
• Reviewed, audited, and monitored reports related to employee production and compliance standards.
• Engaged team in business processes with positive motivational techniques.
• Ensured customer complaints are handled in a timely manner and helped to resolve or guide these complaints to appropriate parties to be resolved. (TILA/Reg Z)
• Identified High Price Mortgage Loan flags and researched if valid. Consulted with our lock desk and pricing research teams to determine if there were paths forward, or if the HPML is a valid stopping point. (TILA/Reg Z/HOEPA)
• Monitored daily change of circumstances and delivery of those updates to the consumer via updated Loan Estimates. Ensured team stays within regulatory guidelines around delivery of updates due to change of circumstances received. (TRID)
• Worked with processing, underwriting, closing, and funding to ensure we delivered disclosures within mandated timeframes. (TRID)
• Maintained team-wide compliance with Fannie Mae, Federal, State, and company regulations, ensuring all fair lending procedures and investor guidelines were followed.
• Preserved compliance with Home Mortgage Disclosure Act (HMDA), upholding each application is completed with collection of required information.
• Examined adverse denials and withdrawals, ensuring conformity to established procedures.

• Led ongoing analysis of the loan life cycle from application through post-closing, identifying inefficiencies and creating solutions to improve processes.
• Oversaw end-to-end project management throughout all operation departments, working closely with key senior management to drive results and develop successful implementation plans.
• Constantly evaluated how current and emerging AI technologies can increase productivity, automate manual workflows, and reduce risk.
• Collaborated with outside RPA (robotic process automation) vendor to establish implementation and execution of key automation developments.
• Problem solved and evaluated both short term and long-term initiatives, through data collection, interpretation, evaluation, and implementation.
• Created transparent lines of communication throughout both internal departments and external partners, fostering an atmosphere for positive change and growth.
• Coordinated with technology and development team across the company to monitor and control key data and communication points during ongoing projects.
• Consistently maintained and monitored metrics reporting across various departments, delivering results to corresponding managers.
• Facilitated weekly reporting to senior management, and when appropriate highlighted key risks or issues while including statistics to support my assessment.
• Stayed abreast of industry developments and fluctuations, communicating any information I conclude to be important to our daily or future operations.

• Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele within a high growth fintech start-up.
• Worked with CEO and entire executive team to establish and adjust project plans to account for dynamic targets, staffing changes, and operational specifications.
• Interfaced with Product and Engineering team to monitor current systems and upcoming changes, to achieve common goals.
• Reduced turn times for closings, ensuring 90-95% of loans closed within 0-2 days of receiving file in processing department. Maintained up to date reporting and analysis to ensure any outliers or variations were addressed to keep on track with standards set.
• Led end to end growth of lending operations, growing credit staff from 2 to 16.
• Facilitated approximately 10,000 funded small business loans for $810 million throughout tenure.
• Instituted company standard protocols for communicating and maintaining relationships with investors, and cross departmentally within the business.
• Managed and archived quality documentation and participated in internal and external quality audits.
• Gathered requirements, defined scopes, allocated resources, and established schedules meeting or exceeding project demands.
• Nominated to the core values initiative, where I played a key role in establishing and rolling out companywide values.
• Established policies and procedures while developing training programs for reviewing existing instructional processes in a dynamic, ever-changing and at times ambiguous environment.
• Supervised processing, compliance and funding teams for all lending operations while maintaining excellent compliance to company and industry standards, protecting both company and client interests.
• Increased employee retention rates with transparent communication and continuous evaluation of mutual employee and company needs.
• Established job descriptions and recruiting procedures while driving the review, hiring, and onboarding of new employees.
• Performed reviews for employees, establishing key KPIs to assist in coaching and professional development.

• Evaluated approvals against established bank and government lending standards.
• Serviced single handedly the number one producing loan officer in company.
• Maintained an elevated level of service meeting time sensitive closings.
• Outperformed company average for percent of on time closings and volume.
• Created an open and effective dialogue between processing, sales, underwriting, closing and compliance team. Achieved this through using expert communication tools daily, while also collecting and analyzing data to create weekly reports.
• Produced complete and accurate loan packages, reducing the time needed to receive a final underwriting decision and approval.

• Reviewed financial statements and contacted institutions and customers to clarify details.
• Reduced turn time from initial application to loan closing by maintaining constant contact with internal and external vendors and customers.
• Reviewed credit, asset, and income documents to provide accurate approvals.
• Decreased fellow teams members audit fail rates by setting up structured second review systems and coaching sessions when opportunities arose for improvement.
• Adhered to strict government and company compliance guidelines ensuring fair lending practices.
• Increased overall customer satisfaction by providing detailed and informative updates while resolving any questions or concerns in timely manner.

• Filed completed loan applications with underwriting and made approval or denial recommendations.
• Budget analysis and accounting for branch transactions. Kept a record of monthly expenses, paid monthly bills and restructured branch activities to reduce costs.
• Increased frequency and accuracy of loan approvals and closings across multiple branches.
• Achieved strict branch-wide compliance to company protocol with reorganization of branch transactions.
• Improved office efficiency while working with management to create standard operating procedures.
• Developed strong working relationships and open lines of communication with both corresponding companies and colleagues.

• Serviced a diverse customer base to achieve credit and financial goals.
• Facilitated outbound calls to current and previous customers while cross selling products to increase sales and volume.
• Strengthened customer's financial portfolios by creating personalized financial timelines and increasing consumer confidence.
• Improved branch sales and product knowledge by providing employee training.
• Identified consumer's financial needs and sold appropriate benefits.

• Serviced a diverse customer base to achieve credit and financial goals.
• Facilitated outbound calls to current and previous customers while cross selling products to increase sales and volume.
• Strengthened customer's financial portfolios by creating personalized financial timelines and increasing consumer confidence.
• Improved branch sales and product knowledge by providing employee training.
• Identified consumer's financial needs and sold appropriate benefits.