CARLO M.
Mid-Level Mortgage Support Operations Manager
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Carlo M. is a seasoned US LO Support Manager with a robust background in the mortgage and lending industry, demonstrated through his role at Prime Meridian HR Consultancy Inc. His expertise spans managing loan officer support operations, ensuring compliance with federal and state mortgage regulations, and optimizing pipeline management through collaboration with sales and underwriting teams. Carlo has overseen operations that include application intake, document collection, and issue resolution, emphasizing accuracy and efficiency. During his tenure at Foundever and LT&G Credit Line, he honed his skills in customer service and branch operations, excelling in multi-channel support and sales strategies. Carlo's academic foundation in office administration from Camarines Sur Polytechnic Colleges underpins his strategic approach to workflow enhancements and client relations, making him a pivotal figure in performance optimization and client engagement initiatives throughout his career.
Experience
US LO Support Manager
Prime Meridian HR Consultancy Inc. (US Mortgage/Loan Factory) · 2023 — 2025Lead the LO support staff, setting priorities and fostering collaboration. Oversee loan officer support operations, including application intake, document collection, compliance checks, and issue resolution. Ensure adherence to mortgage regulations and maintain partnerships across Sales, Processing, Underwriting, and Closing teams for smooth pipeline management. Provide reporting and process improvements while supporting marketing and client engagement initiatives.Customer Service Representative
Foundever formerly SITEL Philippines · 2021 — 2023Delivered multi-channel support through chat, email, and voice for order entry and customer inquiries. Resolved issues and upsold products while achieving quality and performance targets.Branch Operations Manager
LT&G Credit Line, Jashed Lending Investor Corp · 2020 — 2021Managed branch operations and sales strategies. Ensured that staff KPIs were met and conducted credit validations for high-value loans, while also building strong customer relationships and fostering collaboration across branches.Philippines Operations Manager
CARD SME Bank, Inc. · 2018 — 2020Led team performance through training and coaching. Maintained client relationships and ensured SLA compliance, while improving operations through KPI monitoring and workflow enhancements. Oversaw quality audits and risk mitigation practices, delivering performance reports and insights to leadership and clients.Associate Account Management (CSR)
Sutherland Global Services · 2018 — PresentHandled inbound calls, generated sales leads, and maintained customer accounts. Resolved complaints, processed accounts, and consistently met service targets.
Skills & Expertise
Education
- Bachelor of Science in Office AdministrationCamarines Sur Polytechnic Colleges · 2013 — 2017
- Secondary EducationNabua National High School · 2006 — 2010
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