Leads a diverse team of analysts, responsible for drafting communications, using SQL to analyze data, and waterfall methodologies to create business rules for automation. • Analyze capacity planning and reporting to identify labor cost-saving opportunities.• Performs a comprehensive assessment of banking operations to identify potential cost-saving opportunities.• Drove the creation of business rules and logic for the automation of expense reimbursement, creating processing efficiencies, and cost savings of roughly 20%.• Monitors financial and reputational risk using cost-benefit analysis resulting in savings of approximately 3.5 million last quarter.• Applies DMAIC principles to identify and implement process improvements to Mortgage Servicer processing, using standard deviations to create modified data analysis.• Led audit quality scorecard project resulting in a savings of 80 processing hours per month.• Created a forecasting model for the group using both historical and exponential smoothing resulting in savings in dollars and processing hours.• Increased customer satisfaction survey to over 90% by using creative solutions to resolve escalations timely.• Led impact assessments for internal audit and change management resulting in the creation of multiple policy updates.• Utilized process confirmation to determine efficiencies and opportunities in processing.• Defined requirements and managed implementation and testing of system enhancements.• Manages and Influences peers by driving SLA’s yet maintaining quality resulting in an average score of 98% over the past year.• Drafted reviewed and approved operational procedures for Mortgage Expense Reimbursement for REO properties.

Worked in Reverse Mortgage Operations, analyzing government-backed securities. • Developed for Credit Reporting Operations modernization and transformation.• Performed analysis using Excel and Tableau reporting to identify trends and opportunities for expense reimbursement.• Created capacity planning models to forecast demand using six sigma methodologies. • Considered a Subject Matter Expert assisting with complex processing questions and system support.• Facilitated training classes for offsite vendors.• Processed Government-backed Reverse Servicer Claims.• Reviewed and analyzed HUD guidance, creating internal policies to maintain compliance.• Participated in FHFA audits.

Resolved escalated inquiries and complaints from the Office of the President, Congressional Representatives, and the US Department of Treasury.• Direct contact with Governmental offices: Treasury, POTUS, Congressional, and, Senate offices.• Provided aid to servicers on HAMP guidance including Making Home Affordable directives.• Responsible for assisting servicers with calculation and technical issues for HAMP reporting.• Assisted internal and external customers with technical issues.• Created tools to assist external customers calculate Net Present Value• Assisted customers with financial reviews including DTI calculations• Acted as a financial steward for the US Department of Treasury• Collected and analyzed data regarding customer performance to ensure compliance with servicer guidelines.

Maintained a multimillion-dollar portfolio, responsible for creating financial solutions for clients while being risk-averse. • Led project to develop new expense reimbursement procedures to improve accuracy, reduce losses, and minimize risks.• Worked with Information Technology (IT) to define requirements and manage the implementation of system enhancements.• Maintained a specific portfolio consisting of loans 120+ days delinquent, often in different states adhering to applicable laws. • Reviewed each homeowner’s financial documents to determine workout solutions (Modification, Short sale, Payment plan, ETC). • Direct contact with Attorney offices often to postpone sales and obtain foreclosure fees and costs. • Compiled short-sale and deed in lieu packages, reviewing Broker Price Opinions and determining pre-approval amounts acceptable for a short sale.

Responsible for a portfolio of loans ranging by different states and clients, also acted as a subject matter expert performing additional data analysis for the team. • Analyzed and improve business processes to improve overall workflow efficiencies and effectiveness. • Documented processes and procedures using standard process maps.• Contacted by severely delinquent homeowners.• Assessed financial commitment and capacity of customers; negotiated workout arrangements and severity options when necessary.

Worked with high net worth clientele, problem-solving inquiries, and acting as a subject matter expert for the credit operations unit. • Contacted credit bureaus to settle discrepancies• Handled escalated calls from high-value clients• Trained in SOX, Regulation B, and anti-money laundering practices• Calculated simple interest rates for disputes