Adam Epperson Email & Phone Number

Liberty Hill, Tx, Us

Tustin, Ca, Us

Manage teams of Intake Processors and Closing Analysts as part of the Loss Mitigation - Home Retention department, while having bi-weekly one-on-one meetings as well as leading pipeline reviews with each of my employees, and running monthly team meetings. Enhanced customer service experience with internal training and updating communication standards within my team.Collaborating with Business Analysts to progress the effectiveness of reporting, and also updating or creating available documentation for external use to ease the use for borrowers in order to enhance the customer experience of applying for loss mitigation.Through research and analyzing reporting, provided necessary data to Business Analyst team to create reporting to track completed loan modifications, partial claims, repayment plans, and forbearance agreements in order to assist senior management with research into how to help better prevent re-default by loss mitigation customers. Established initial production expectations for the Intake Processing and Closing Analyst positions through review of monthly and annual reporting and statistics accumulated of the Home Retention teams.Developed and implemented the addition of quality control review of the Post-Closing Analyst processes and (separately) also of our Intake team's processes with our QA team, while providing additional coaching to each team from QA results leading to continuous quality improvement results in the initial months of operation. My additional responsibilities are as a Jr Project Manager where I create or improve existing materials such as disclosures, training tools, and additional procedures for publication, as well as creating and implementing new processes (non-published) within the Home Retention department.

Tulsa, Ok, Us

Supervised a team of 15 Sr Processors and 5 Jr Processors and through consistent communication on MS Teams, as well as having weekly one-on-one meetings with every member of my team as well as team meetings, I helped target loans for closing, as well as helped highlight, push, or resolve loans that were not moving. Increased team’s overall production numbers every month, finishing every month in the top 3 of Processing teams and consistently funding over 100% of our funding goal.Collaborated with diverse and talented Underwriting, Sales, Closing, and other internal departments, as well as our Title partners, to articulate my team’s perspective on concerns regarding conditions, communication, diplomatically address escalations, and other management situations.Evaluated and audited 50-60 files every month for the Sr Processors, to review underwriting requirements, confirm the requirements were being addressed and reviewed, and followed up with the Processor if an issue was missing or needed to be addressed further. Provided analytical and original perspective with our project management team to cultivate new methods of reporting used to enhance the department’s ability to target loans to fund and to find scenarios where improvement can be made.Subject Matter Expert for the creation of reporting, Excel processing, and design of new processes and training, including implementation of best practices for Processing Department Subject Matter Expert in Operations/Production for our primary lending system and often collaborated with Quality Analysts, Business Analysts, and the Development teams to provide Operations perspective in order to enhance/fix any issues with the systemProvided excellent customer service and was able to resolve customer escalations in a satisfying manner for the customer, while evaluating the situation to determine if any additional steps were needed to rectify the situation.

Tulsa, Ok, Us

Reviewed documents as they came in to determine if they were sufficient or not, following up with the customer afterward. Worked closely with several internal departments, as well as our title companies, to make sure there were no issues, or unnecessary delays, with the loan going through the process of funding.• Provided excellent customer service to borrowers by keeping in consistent communication on the status of their loan, including updates and further questions regarding new information obtained from their documentation provided.• Analyzed income qualifications, asset documentation, credit reports, title commitments, and all other essential documentation for the loan to keep loan defect rate to a minimum.• Utilized OneNote as well as our lending system’s organization document records to effectively track and manage a pipeline ranging from 50-70 loans, while always keeping within SLA.• Achieved a position in the top 8 out of 160 total processors for the fiscal year of 2020 and funded in the top 10% for the rest of my time in the company.• Worked directly with third parties, including other lenders, title insurance companies, insurance agents, and attorneys to drive documentation and record keeping as needed.• Designated as a Training Mentor by upper management, worked with a group of new employee processors for a week during their initial training period with L&D. This involved training over how to review credit, income requirements, and identifying any potential extenuating circumstances for derogatory events in the financial profile. • Allied with project management team on several projects to enhance processing for the customer and the department, including the establishment of the DocuSign pilot program in collaboration with business analysts. • Systems or IT used – Lendforce, ReverseVision, Microsoft Outlook, Excel, OneNote, Adobe Acrobat, DocuSign

Austin, Tx, Us

Served as the main contact for the customers as well as their brokers (when applicable), providing daily loan status updates on purchases, as well as every other day updates on refinances. Reviewed documentation as it came in to determine if it was sufficient or not, following up with the other party (title, insurance, or customer) afterward, as needed.• Worked directly with brokers and/or customers to obtain documents and provide updates on the mortgage process while keeping communication with my sales team to enhance the customer experience while holding a pipeline of 45-60 loans on average.• Reviewed documentation, specifically title due to many of these loans having title issues, to determine if the documentation was satisfactory, worked to resolve the scenario if the documentation was not satisfactory (such as working with attorneys to resolve liens).• Built and sustained strong and long-lasting relationships with key partners and stakeholders to maintain consistent communications. • Effectively processed investment mortgages, including purchases of multi-Property deals under one loan.• Analyzed income qualifications, asset documentation, credit reports, title commitments, and all other essential documentation for the loan while achieving a loan submission quality rate of at least 90% from month to month.• Systems or IT used – Salesforce, Encompass, Microsoft Outlook, Excel, OneNote, Adobe Acrobat, DocuSign

Tulsa, Ok, Us

Reviewed documents as they came in to determine if they were sufficient or not, following up with the customer afterward. Worked closely with several internal departments, as well as our title companies, to make sure there were no issues, or unnecessary delays, with the loan going through the process of funding.• Provided excellent customer service to borrowers by keeping in consistent communication on the status of their loan, including updates and further questions regarding new information obtained from their documentation provided.• Analyzed income qualifications, asset documentation, credit reports, title commitments, and all other essential documentation for the loan to keep loan defect rate to a minimum.• Utilized OneNote as well as our lending system’s organization document records to effectively track and manage a pipeline ranging from 50-70 loans, while always keeping within SLA.• Achieved a position in the top 8 out of 160 total processors for the fiscal year of 2020 and funded in the top 10% for the rest of my time in the company.• Worked directly with third parties, including other lenders, title insurance companies, insurance agents, and attorneys to drive documentation and record keeping as needed.• Designated as a Training Mentor by upper management, worked with a group of new employee processors for a week during their initial training period with L&D. This involved training over how to review credit, income requirements, and identifying any potential extenuating circumstances for derogatory events in the financial profile. • Allied with project management team on several projects to enhance processing for the customer and the department, including the establishment of the DocuSign pilot program in collaboration with business analysts. • Systems or IT used – Lendforce, ReverseVision, Microsoft Outlook, Excel, OneNote, Adobe Acrobat, DocuSign

Guided a Customer Support team as their main contact for questions, training, and delegating workload. Assigned Help Desk tickets to the team as issues came in, mostly the issues were XML-related. Self-taught XML prior to taking the position to make sure I was able to help, contribute, and answer questions.• Supervised a high performing team, including delegating workload, training, and personnel evaluations. • Ensured proper troubleshooting of issues and concerns, including driving support tickets, incoming calls, and resolving issues between multiple parties. • Oversaw all document management and reporting on Excel to organize data and analyze findings for recurring issues.• Reviewed and corrected XML files when Help Desk ticket notifications indicated users had submitted files into our system with errors.• Systems or IT used – Help Desk, XML, Microsoft Outlook

St. Paul, Mn, Us

Audited multiple lenders across each of their individual lending platforms. Reviewed to determine if their lending practices were up to each lender’s individual standards, as well as up to government regulations, with a primary focus on loss mitigation practices of program requirements as well as communication with the customer regarding their application.• Evaluated and audited mortgage lenders on performing lending responsibilities with a focus on loss mitigation and foreclosure. • Determined if the customer was communicated with sufficiently and if they were set up with the correct loss mitigation program and verified with the lender if there appeared to be anything questionable.• Effectively reviewed servicing records and mortgage documentation to determine clients were working with the appropriate investor. • Systems or IT used – Microsoft Outlook, Excel, many different lending systems, primarily Bank of America.

San Francisco, California, Us

Reviewed underwriting guidelines and worked closely underwriting, closing, and third parties (such as title and insurance), to obtain required documentation to close/fund in a quick and efficient timeframe.• Provided excellent customer service with an average pipeline of 80-120 loans.• Drove processing for FHA Streamline, VA, and Conventional refinance programs, funding loans repeatedly among top 20% of processors.• Systems or IT used – Microsoft Office, Outlook, Excel, Word, as well as lending systems – MIS and MLS

Reviewed foreclosure documentation to confirm documentation was properly prepared for the lender. Performed data entry to confirm signatory assignments as well as documentation type for record keeping.• Reviewed Assignments, Allonges, and Deeds to verify information provided matched the required lender verbiage and requirements.• Analyzed Bankruptcy and Foreclosure documentation for accuracy, provided discovered errors to management for review with client.

Degree For Bachelor Of Arts, Mass Communication/Print Journalism With A Minor In English

Education record

High School Diploma