For over 30 years, Susan Roy has risen through the ranks of mortgage banking operations. Her expertise in government loan programs with first-hand underwriting knowledge has been a key component of her success as the executive vice president of National Operations. Roy has successfully guided her operations staff through the turmoil of 2020 which resulted in increased productivity and employee satisfaction. Roy joined Sierra Pacific Mortgage during the most tumultuous time in the mortgage banking industry. Faced with a remotely deployed workforce, record loan volumes and increased competition, Roy effectively rallied her operations staff. During this time, she effectively embraced technology to enhance productivity and provided outstanding leadership in the consolidation of facilities. Effective communication with staff was a paramount accomplishment of Roy’s to ensure that guideline and process changes were understood and properly implemented. At the same time, Roy had to maintain staff engagement, enhance morale and continue the company culture. She is a continual supporter of the concept of “One Sierra” and is a champion of the Sierra “5 Pillars of Success.” With Roy’s leadership in 2020, Sierra Pacific was able to handle record loan volumes, a distributed remote work-force and increase the overall loan quality as measured by improved QC results and reduced post-closing issues.
EVP National Operations
Sierra Pacific Mortgage