Ana Homem-Santos
Mississauga
Summary
Client and lending focused professional with expertise in mortgage services, dedicated to enhancing broker relationships. Background in supporting mortgage brokers, and operations building relationships that drive loan growth and client retention. Seeking to leverage strong industry knowledge in a dynamic team environment.
Overview
19
19
years of professional experience
Work History
Operations Analyst
FNF Canada Company
05.2025 - Current
- Partner with Business Intelligence Reporting team to provide data insights and improvement opportunities.
- Leverage knowledge and skills as a SME (Subject Matter Expert) to provide inputs to projects and process improvement initiatives.
- Participate in new business incentives including product and service development and proofs of concept.
- Identify improvements to business workflow or application-system functionality collaborating with operations team, lines of business subject matter experts, business analyst and management to introduce, plan and implement / deliver value-added changes.
- Optimize operational efficiency by analyzing and streamlining processes in the requirements and testing phase.
Team Lead, Client Services
FNF Canada Company
05.2024 - 05.2025
- Trained new team members by relaying information on company procedures.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Managed schedules, and found coverage for short shifts.
- Assisted Manager with implementation ideas to enhance productivity (cancellation button in NPS)
- Managed / Overseen Broker Lender Work Queues to distribute daily tasks to staff members
- Assisted Manager with Precepts Awards
Manager, Operations Services
FNF Canada Company
08.2023 - 05.2024
- Led daily operational oversight across the discharge department, ensuring seamless service delivery and adherence to SLA
- Led change management initiatives during company restructuring ensuring continuity of services and staff alignment
- Maintained weekly meetings with staff to discuss any concerns and provide constructive criticism to ensure work effectiveness
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Followed government rules and regulations pertaining to discharge requirements
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
Project Manager, Discharges
FNF Canada Company
06.2023 - 08.2023
- Successfully managed multiple provinces discharges simultaneously by prioritizing the urgency of each province, resource availability, and alignment with organizational goals.
- Met project deadlines
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall project success
Manager, Brokers' Choice
FNF Canada Company
12.2019 - 08.2023
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Provided expert guidance on complex title matters, serving as a reliable resource for sales team and clients alike
- Served as a liaison between regional managers and internal departments, facilitating clear communication channels that supports overall sales success
- Partnered with IT to impalement and optimize lending platforms (Connect Plus) enhancing user experience for both staff and Brokers
- Updated Brokers' Choice website by coordinating with the marketing team to provide an updated look to the website
- Attended sales conferences and events with clients to promote company products
- Built and sustained long-term partnerships
- Established credibility with prospects and existing clients
- Drove customer satisfaction by managing relationships
- Prepared PowerPoint presentation for Brokers' Choice updates
Broker Liaison
FNF Canada Company
04.2018 - 12.2019
- Served as liaison between internal departments, facilitating clear communication channels that supports overall operational success.
- Being the first point of contact when dealing with broker questions, issues and concerns.
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
Title Specialist
FNF Canada Company
07.2006 - 04.2018
- Conducted thorough public record searches to verify property ownership history and identify potential liens or encumbrances.
- Enhanced document accuracy by meticulously reviewing and verifying titles for correctness.
- Ensured timely processing of title applications by efficiently managing a high volume of daily tasks.
Education
Real Estate -Phase 1
OREA Courses
Toronto, ONReal Estate
George Brown College St. James Campus
Toronto, ONHigh School Diploma -
West Toronto Collegiate
Toronto, ONSkills
- Subject Matter Expert in Lending services
- Relationship building
- Managerial Role
- Customer and client relations
- Resourceful
- Conflict resolution
- Multi-tasker
- Independent and team player
- Time management
- Customer service-oriented
- Microsoft 365 expertise
- Excellent communication skills
Accomplishments
- Added a feature to Broker Connect Plus portal by introducing Private Lender dropdown
- Drove Mortgage Broker traffic to our Broker Connect Plus portal by introducing/ directing / providing our portal.
- Managed a team of 10 as a Project Manager in the clean up backlog discharges across Canada known as Search and Rescue project.
Languages
English
Full Professional
Portuguese
Professional Working
Awards
Dedication and Service Award 2022 for providing excellent leadership and taking ownership of Brokers' Choice during COVID-19.
Timeline
Operations Analyst
FNF Canada Company
05.2025 - Current
Team Lead, Client Services
FNF Canada Company
05.2024 - 05.2025
Manager, Operations Services
FNF Canada Company
08.2023 - 05.2024
Project Manager, Discharges
FNF Canada Company
06.2023 - 08.2023
Manager, Brokers' Choice
FNF Canada Company
12.2019 - 08.2023
Broker Liaison
FNF Canada Company
04.2018 - 12.2019
Title Specialist
FNF Canada Company
07.2006 - 04.2018
Real Estate
George Brown College St. James Campus
High School Diploma -
West Toronto Collegiate
Real Estate -Phase 1
OREA Courses
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