Michelle Ann Epley, CCEP

Experience

• 

  Stewart Lender Services

  Jan 2004 - Apr 2008

  Settlement Department Team Leader

  • Supervised and managed a team of 13 employees. • Monitored each associates performance and assist in department restricting for operational efficiency. • Research and coordinate tradeshows and conventions.• Maintained lines of communication with clients to discuss potential/existing issues, new process flows and other business developments. • Developed training programs for all new associates within each department’s individual processes and procedures.

• 

  National Real Estate Information Services

  Apr 2008 - Jan 2013

  • Same Responsibilities as Sales Operations Analyst in addition to:• Charged with growing third party business companywide through existing relationships while targeting non-relationship customers for new business opportunities.• Prepare projections, cost analysis and reports comparing business activities against goals to provide executive management with decision-making tools. • Implement and support the Performance Management Process to ensure the continuous development of employees and their ability to meet changing customer requirements and the Company’s business objectives. • Performed Project Management Role for client system integration initiatives. Show less • Service and develop existing and new business accounts by maintaining relationships with established accounts through on-site visits, monthly conference calls, and by providing excellent customer service. • Create and maintain for each customer an ongoing project list of outstanding items from monthly calls and on-site visits to ensure accurate and up to date information is provided to client on regular basis. • Responsible for the writing and presentation of Requests for Proposals for various clients on all product lines. • Maintain thorough knowledge of assigned customer’ systems, products and workflow to ensure ability to address issues, provide training (web, on-site, phone) and continue to strengthen the existing relationship.• Daily use of company CRM system to document and track customer activities including but not limited to initial introduction, customer setup, conference calls, visits, process discussions, transactional issues, turn time, service level adherence, service complaints and growth / lead opportunities.• Work in conjunction with Sales Representative to create and distribute materials for clients processing / closing teams (web tutorials, contacts sheets, workflows), assist with collection calls for outstanding invoices and targeted marketing campaigns. Show less

  • Assistant Vice President Sales and Account Management

    Jun 2011 - Jan 2013

  • Sales Operations Analyst

    Sept 2008 - Jun 2011

  • National Account Manager/Internal Communications Representative

    Apr 2008 - Sept 2008
• 

  Williston Financial Group, LLC

  Jan 2013 - now

  • Researched, vetted and prepared for the implementation of a new Learning Management System.• Charged with the oversight, maintenance, editing and review of all Company Policy and Procedures. • Responsible for the quarterly updates of WFG’s State of the Company Report that covers WFG’s qualifications, history, executive management, financials and individual corporate departments. • Assumed leadership and provided mentorship to new Compliance Department employees.• Research new industry rules and regulations and made suggestions to executive management on training initiatives and procedural changes that are required.• Wrote script and implemented new Anonymous Caller Hotline for non-employees. • Made suggestions on and project managed company-wide process initiatives that involved numerous Corporate Departments.• Serve as an escalation on complex lender vetting due-diligence requests.• Developed training program for new Compliance Department employees. • Maintain Company Risk Exposure Report.• Continue to act as Director of the Compliance Champions program.• Continue to coordinate and prepare annual lender audit responses.• Continue to perform collection and review of all branch Disaster Recovery and Business Continuity plans and tests. Show less • Founder and Director of company-wide Compliance Champions program comprising of 70 individuals from each WFG branch. The programs focus is to empower our staff with additional industry knowledge and in turn strengthen the Compliance message company-wide.• Perform collection and review of all branch Disaster Recovery and Business Continuity plans and tests.• Assisted and made suggestions in the development of the Disaster Recovery and Business Continuity Process and Procedure.• Developed tracking and documentation system for lender due-diligence requests called “Vetting Point”. • Developed record housing system for company documentation. • Handled all lender vetting due-diligence, RFI and RFP requests company-wide.• Coordinated and prepared all lender audit responses.• Developed and maintain Company Risk Exposure Report.• Assisted in the development of WFG’s Human Resources – Information Technology – Procurement – Production Systems Access (HIPs) system.• Performed administrative duties for company Learning Management System.• Responsible for the development and on-going preparation of department monthly reports.• Developed classification, reporting requirements and job aids for all Lender due-diligence requests.• Assisted in the development of the storyboard and wrote articles for company-wide Compliance newsletter “FourthC”. Show less • Handled all client due-diligence requests-including RFI and RFPs.• Managed the relationship of their largest client and handled any of their due-diligence needs. • Responsible for the verification of accuracy and creation of all Title and Settlement Rate Charts.• Created and implemented on-boarding program for new clients.• Developed a record housing system for company documentation.• Developed Sales tracking reporting for Senior Leadership. • Responsible for the review of client contracts to report process requirements and plan any changes that will need to be implemented.• Planned bi-annual sales meetings that included leadership training, product training and additional presentations.• Designed and managed company’s trade show booth. • Created client presentations to help promote WFG Lender Services attributes and qualifications.• Attended industry conferences to represent company and help promote WFG Lender Services. • Assisted Senior Management in annual budget planning. Show less

  • Senior Vice President, Regulatory Compliance

    Jun 2020 - now

  • Vice President, Regulatory and Compliance Officer

    Feb 2020 - Jun 2020

  • Vice President Compliance - Senior Compliance Specialist

    Jun 2018 - Jan 2020

  • Vice President, Customer Compliance Specialist

    Mar 2015 - Jun 2018

  • Client Relations Director

    Jan 2013 - Mar 2015