Alison Ackerman Email & Phone Number

West Des Moines, Iowa, United States

• Facilitate internal audit/LOB audit playbooks/IT&V exam preparation, gather critical documentation, provide guidance, credible challenge/feedback to business partners on written/verbal presentations and responses provided to audit and exam partners• Lead deep dives to evaluate if all controls are accurately defined; identify controls that should be removed/retired; align controls with Major Requirements• Partner with Business Excellence on enhancing BPM efforts, assigned contact for process flows; provide input and partnership to raise concerns• Present CITs, potential issues/corrective actions to SBS leaders, control team, and CAM senior leader; submit CIRT issues to adhere to all required aspects of Issue Management policy• Evaluate the adequacy and effectiveness of processes/procedures for potential risk; consult with leaders around effective recommendations and solution• Identify and promote opportunities to improve the processes, resources, and tools through EUCT reviews, PRF walk-throughs, LRA assessments, and Change Control approvals

West Des Moines, Iowa, United States

• Partnered with business leaders to identify, manage, and utilize team member capacity/resources to perform remediation execution on or ahead of deadlines on 12 CITs in one year• Planned, coordinated, and executed deliverables across partner groups through creative, data-driven solutions and effectively leveraging tools/resources to redress 56,000+ customers with over $6M in restitution• Engaged with remediation leads across multiple business lines to effectively transition low to high risk efforts from the planning phases through execution activities such as: issuance of checks/letters, account credits, credit bureau reporting, ghost ID/CIV/MSP system comments, reconciling financials, and monitoring performance metrics• Shepard the letter development process as the remediation written customer communication owner; primary contact for the LEGEND ticket, manage oversight approvals, facilitate EUS and SC&D team engagement through ELLER certification to retirement

• Winner of 2019 Golden Spoke award• UAT Testing Coordinator for MCCS, GEM, OPS/OPQ, EPP, and CIV including training Customer Service and Account Resolution team members on the testing process; providing direction, support, and leadership to lower-level team members• Condition loans for testing in P2 MSP and HOGAN, create test scripts in ALM, file defects found during testing; work directly with development, BSCs, QA teams, and product owner for prompt resolution• Coordinate scheduling with CapMan and IEX team for the testing team members across time zones• Deliver quality assurance validation for the UAT team due to failed internal processes resulting in better performance and outcomes• Demo in the UI for product owners upon testing completion for final approvals• Completed Agile transformation workshop training; attend Agile ceremonies for the MCCS team • Identified need for a Jira site for the CCMT System Support team to coordinate all testing activities and provide visibility of testing efforts; provides a single testing document repository• Took over Customer Service MSP template certifications from previous ORC; work directly with Customer Service upper management and Servicing Operational Risk Management teams• Create attestations for Customer Service acknowledgements for SHRP remediation issues and provide reporting to front line and senior management; preserve results for auditing retention• Former Idea Builder representative for Customer Contact reviews and provided feedback with executive management visibility

West Des Moines, Iowa, United States

• Built, managed, and maintained the Performing Customer Contact website; trained team members to use the website to submit requests for communications• Created communications distributed to roughly 1,700 team members (Examples: CCMT News, TM Mail, Hot Topics, Updated Knowledge)• Approved communications regarding urgent issues and administrate all communications for Customer Contact• Trained new staff members and provided continued support to lesser experienced team members• Analyzed reporting and expertly self-managed my pipeline while leading the EDGE removal project which impacted over 900 procedures and documents owned by Customer Contact• Facilitated bi-weekly Customer Contact Change Control Board calls

West Des Moines

• Maintain VBA/SQL automations, connecting multiple applications, for Hazard Claims team members (Examples: automated log-in feature for CPI, automated and personalized task report dashboards, automated corporate proposal form)• Supervise/facilitate all operational performance expectations through expertly composing procedures for the Hazard Claims team • Present all Change Control submissions of initiatives to the Change Control Board for the Hazard Claims team• Analyze financial losses and risk analysis for property repairs, identify and provide operational deficiency reporting and analysis to management• Execute critical training for the entire Hazard Claims team on procedures as a Subject Matter Expert • Provide project management for numerous highly visible projects while working with cross-functional departments, internal/external clients, vendors, investors, etc. (Examples: Task Timeframe Project, Hazard Claims/Property Loss Partnership Project, Hazard Claims/REO Partnership Project, Property Preservation Fundamentals Project)• Support leadership for 25 FHA/FHLMC/Conventional team members by conducting ongoing mentoring/coaching, facilitating monthly side by sides providing feedback and evaluations, approving Corporate Funds Requests, auditing team member adherence to procedures, developing state portfolio breakdowns, and assisting with management support for leaders• Oversee a portfolio of high restricted escrow balance loans in comparison to the unpaid principal balance to assist the team to reduce their total portfolio size and allow team members a greater focus on development and participation in projects • Regulate losses assigned to Property Preservation of $2,836,315.08 for 2014 via managing repurchases • Complete BCP simulation testing for Hazard Claims

West Des Moines

• Facilitated monthly team member development to FHLMC teams in Des Moines Iowa and Jacksonville Florida• Provided mentoring and coaching to FHLMC team members through audits and trained other Analyst I’s on audit duties• Collaborated with cross-functional business lines and external vendors to attain & surpass project goals, build strong business relationships and to oversee the achievement of compliant and effective operations• Recovered $939,357.38 in 2013 in Vendor Bill Backs for Hazard Claims • Controlled repurchases for Property Preservation resulting in total losses saved of $700,774.89 in 2013 • Saved $54,571.23 in losses from FHLMC penalty/curtailments assigned to Hazard Claims

West Des Moines

• Implemented 6 process changes that passed Change Control Review • Maintained individual Key Indicator standard of 100% for uninterrupted 6 months• Audited new hires and processors moving to final claims• Trained a current 3rd party processor• Piloted review of over 1,100 loans in the pre-cabq• Exhibited proficiencies in initial and final analysis processes for FNMA and FHLMC investors• Owned over 3,300 FHLMC initial, final, supplemental, and 3rd party claims totaling over $7 million in processed recovered claims• Netted 99.8% for Individual Key Indicator consistently for six months• Prioritized claims daily to ensure investor timeframes are met• Owned the entire loan process from origination to loan closing for 9 Account Executives and Area Sales Managers and their entire sales staff• Expedited day to day loan production pipeline of approximately 140 loans at a time• Met all loan closing deadlines• Maintained a thorough understanding of underwriting guidelines and loan processes in North Carolina, Kentucky, Maine, Pennsylvania, Texas and New York and ensured all loans were processed in a timely and expeditious manner• Analyzed all loan docs submitted and coordinated with Underwriting in meeting all pre-closing conditions

Des Moines, Iowa Area

• Managed all incoming foreclosure business for all four regional offices and the post foreclosure process for approximately 60 properties at any given time• Developed all preparations in re-staging a property for re-sale after bank foreclosure. This included eviction organization both with the bank and Sheriff evictions crews, utility re-connection, on-site clean up, negotiating with contractors for bid work, managing any re-hab work with contractors, and finally the assignment of the property to an agent for resale• Interceded as the direct main point of contact for all 50 bank clients and asset managers• Experienced in foreclosure reimbursement accounting • Trained and mentored all agents on foreclosure processes