Christopher Glavin

Mortgage Systems Business Analyst @Self Help Credit Union

✔️ ITSolution Integrator🧨 ConsultingBanking Operations🏦 FinanceBackend DeveloperSystem AnalystProduct ManagerTech SupportBusiness AnalystBI Analyst

I am a seasoned solutions engineer with 15+ years of information technology and project management experience in the mortgage lending industry. Through strategic planning and effective technology solution implementation, I have a verifiable history of driving project advancement and company growth throughout my career. As such, I have consistently contributed to achievement of ambitious performance objectives and client requirements. Professional focal points include client relationship management, regulatory compliance, product road mapping and development, software implementation, and automation. Delivering innovative technology solutions requires the utilization of effective communication skills, as well as technical acumen, project management, and resource allocation to ensure achievement of performance and quality standards. Most recently, I served as a Solutions Engineer with Lender Toolkit. Under my leadership, I chaired the development and management of a diverse portfolio of automation solutions, supporting multiple successful client implementations. This also included integrating solutions to generate measurable reductions in user touches on loan files and more efficient loan workflows for clients, particularly relating to disclosure processes and post closing operations. In addition, I maintained an up-to-date knowledge of mortgage industry compliance and regulatory changes to identify impacts to existing products, ensuring continuous compliance to drive the business forward with minimal expenditures. Colleagues describe me as a progressive, driven, down-to-earth, technical and managerial expert who can be relied on to offer superior solutions that deliver profitable results on time and under budget.

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Work Background

Lender ToolkitSOLUTIONS ENGINEER / PRODUCT MANAGER

Feb. 2020 - Sep. 2023Atlanta, Georgia, United States · Remote• Championed the development and management of the Disclosure Automation and Post Closing Automation products within Lender Toolkit's portfolio of automation solutions. • Supervised and supported multiple successful client implementations to fulfill client requirements while ensuring adherence to company quality standards. • Generated measurable reductions in user touches on loan files and more efficient loan workflows for clients, particularly in regard to disclosure processes and post closing operations. ◦ Disclosure Automation resulted 200% decrease in Disclosure Desk time in loans ◦ 96% of disclosures received by borrowers in 30 minutes or less ◦ Post Closing Automation resulted in 20% less user touches on loans in Post Closing • Defined and guided product roadmaps in alignment with clients’ overarching strategic business goals. • Coordinated the planning and execution of multiple product enhancement projects across products within my portfolio. • Maintained an up-to-date knowledge of mortgage industry compliance and regulatory changes to identify potential impacts to existing automation products. • Partnered with the sales department to conduct interactive product demonstrations for prospective clients. • Directed and advised service desk and implementation teams as a product subject matter expert.

Bank of HawaiiSENIOR MORTGAGE APPLICATIONS ADMINISTRATOR

Jan. 2019 - Feb. 2020Honolulu, Hawaii · On-site• Oversaw and administered all mortgage-related applications, including but not limited to Encompass360 Banker Edition and associated platforms (TPO Connect, Consumer Connect, Data Warehouse), PowerSeller, BKFS Director, and MSP. • Realized projects and work requests by orchestrating the full project lifecycle, from development to QA testing and implementation in production environments. • Spearheaded the successful project executions for implementation of TPO Connect, migration of Data Warehouse and SDK reporting from SQL08 database server to SQL16 database server, and numerous enhancements of the Encompass application in support of regulatory needs and business unit initiatives. • Advised service desk representatives with tickets related to all mortgage applications as a senior technical expert while maintaining preset SLAs. • Verified the timely and accurate documentation of all changes to production environments, as well as full approval via the bank’s defined change control process. • Facilitated bi-weekly Portfolio Review of all projects, work requests, and Service Desk tickets with the Mortgage Business Division.

Equity Prime Mortgage LLCSENIOR MORTGAGE APPLICATIONS ADMINISTRATOR

May. 2017 - Nov. 2018Greater Atlanta Area · On-site• Developed and launched a new production Encompass environment from the ground up, supporting both retail and wholesale loan channels for 350+ users in multiple sales offices, closing 500+ loans per month, utilizing Optimal Blue pricing systems. ◦ Assessed and optimized all processes within all departments of the loan process lifecycle, identifying inefficiencies and enhancement opportunities that were designed, built, documented, and user tested during autumn and winter of 2017. ◦ Drove the wholesale channel loans go-live in January 2018 with 300+ individual broker partners utilizing Ellie Mae’s TPO Connect platform. ◦ Supported the staggered launch of physical sales offices for retail channel loans from May until August of 2018, transitioning prospective loan data and closing all remaining loans in the old system by October 2018. • Advanced numerous change request projects in collaboration with sales, operations, compliance, and executive management in the old system while incorporating changes into the development of the new system, including Change of Credit Services Provider, Custom Appraisal Order Process and New AMC Implementation, 2018 HMDA Regulations Business Rules Implementation, Down Payment Insurance Implementation, New Loan Subservicer Implementation, GNMA Loan Pool Sales Implementation, and Sales Office Customization Enhancements. • Investigated and resolved all tier 2 and higher Encompass-related internal helpdesk tickets, highlighting patterns to pro-actively address in subsequent training updates.

MiLEND, IncINFORMATION TECHNOLOGY MANAGER

Nov. 2015 - Apr. 2017Greater Atlanta Area• Analyzed and addressed all Encompass process change requests from management and implemented appropriate employee training. • Ideated, developed, and implemented file and process flow optimizations in collaboration with sales and operations departments, as well as with executive management. • Maintained, administered, and provided support for all user accounts in the email domain, Encompass, ReverseVision, Windows, and Avaye phone and fax system. • Managed all office hardware by conducting routine maintenance, performing hardware upgrades, and coordinating user workspace expansions. • Instructed all 2015 Continuing Education (TRID) courses required for the company’s 60+ loan originators and executive management team, as well as two classes of 20-hour SAFE courses, required for pre-license testing of loan originators. • Certified the adherence of all IT practices and mortgage disclosure processes to all required federal, state, and local regulations.

MiLEND, IncENCOMPASS ADMINISTRATOR

Apr. 2015 - Nov. 2015Atlanta, GA• Orchestrated and assessed all Encompass process change requests from management and implemented appropriate employee training • Devised and introduced improved file and process flows in collaboration with sales and operations departments, as well as executive management • Set up new user accounts, maintained organizational hierarchies, and developed user training documentation • Developed, documented and implemented business rules and operational procedures • Created and maintained custom print forms and templates to in support of comprehensive disclosure packages • Worked across departments to ensure compliance with federal, multi-state & local regulations

MiLEND, IncLOAN SERVICES MANAGER

May. 2014 - Aug. 2015Atlanta, GA• Managed a Disclosure Desk department of 6-8 junior processors who were responsible for disclosing all MiLEND's mortgage applications and pre-processing the mortgage files in preparation for processing and underwriting. • Organized processor training for department team members to further their careers in the mortgage industry • Worked with IT to diagnose and develop solutions to disclosure issues found in workflow processes • Collaborated with Sales to set departmental KPIs and ensure timely delivery of disclosures to borrowers

MiLEND, IncMORTGAGE LOAN ORIGINATOR

Jan. 2012 - May. 2014Greater Atlanta AreaLicensed mortgage loan originator in the states of Georgia and Virginia with focused efforts on purchases and cash-out debt consolidation refinances. NMLS #878627 Georgia Residential Mortgage Licensee #34061 Virginia Residential Mortgage Licensee #MLO-12064VA

Valet for LifeDIRECTOR OF OPERATIONS

Nov. 2010 - Jan. 2012Greater Atlanta Area · HybridScheduled and managed all aspects of V4L's daily operations and special events, coordinating all valets across multiple fast-paced locations and handled all client claims or issues that arose during operations.

Manhattan AssociatesPRODUCT DISTRIBUTION ADMINISTRATOR

Jun. 2008 - Nov. 2010Greater Atlanta Area · On-siteResponsible for replicating Manhattan Associate's software suites and shipping both physical and digital copies to clients in a timely manner and documenting for company revenue recognition requirements.

US ArmyOFFICER CANDIDATE

Sep. 2007 - Feb. 2008Ft. Benning, GA · On-siteCompleted Basic Combat Training, but an injury sustained during that training resulted in my chaptering out of the Army from Officer Candidate School.

Warranty Corporation of AmericaPRODUCT ANALYST

Jul. 2006 - Aug. 2007Greater Atlanta Area · On-siteResponsible for analyzing the performance of service-as-software WACA products in the marketplace as well as delivering analysis of further product opportunities within that space.

Philips HealthcareSERVICE LOGISTICS ADMINISTRATOR

Feb. 2004 - May. 2006Reigate, England, United Kingdom · On-siteResponsible for the administration of the logistics processes in support of the service department within Philips Healthcare UK, coordinating logistical needs across the UK and Northern Europe.

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