Amanda Spallone Email & Phone Number

Remote

• Responsible for leadership and management of the Conventus Servicing Company and the Borrower Advocacy Team.
• Leverage SalesForce and technology team to communicate business needs and design improvements and changes to manual processes. Establish KPIs and guide the buildout of reporting to manage to these KPIs.
• Partner with C-Suite leadership to build a plan to bring most loans originated in house for servicing over the next year. Establish process and procedure in compliance with all applicable laws and regulations to ensure.
• Partner with C-Suite leadership and team to launch a new loan servicing platform to vastly improve technology supporting the loan servicing team.
• Design and implement results focused employee engagement strategy, employee development, and process improvements to significantly impact department results to align with business objectives.
• Conduct performance assessments and set attainable, clear goals for employee performance.

• Responsible for Complaints Department process and team members including regulatory compliance, employee development and engagement, KPIs, and creation and development of new complaints management system for deployment.
• Responsible for audit responses to regulatory agencies including CFPB, BBB, state regulatory agencies, attorney generals and internal quality assurance and compliance reviews.
• Designed and implemented results focused employee engagement strategy, employee development, and process improvements in order to significantly impact department results to re-align with business objectives.
• Designed, implemented and ensured compliance with department KPIs by all team members through engagement, training and development, positive culture building, and process enhancements.
• Improved internal and external audit results by identifying process gaps and implementing in-line audit procedures to ensure compliance with department policy and regulatory requirements.
• Conduct performance assessments and set attainable, clear goals for employee performance.

Rosemont, Illinois, United States

• Leadership and training of new and existing litigation staff and seasonal department associates in departmental processes and procedures.
• Managed foreclosure, bankruptcy, and litigation files. Collaborated with outside counsel to ensure investor timelines were met and to mitigate any losses to the bank.
• Champion of employee productivity, engagement & retention. Managed multiple full-lifecycle continuous improvement projects, resulting in improved performance metrics and internal customer satisfaction ratings.
• Identified gaps within the litigation processes, made recommendations for continuous improvement, and implemented solutions.
• Manage the succession planning process. Identify and counsel future leaders. Tailor individual succession plans for career advancement. Collaborate with leadership, human resources, and other business units, to.
• Responsible for departmental monthly /quarterly risk reporting.

Lake Zurich, Illinois, United States

• Managed highly litigated / at-risk foreclosure and bankruptcy proceedings with multiple firms & clients, including case review, analysis to identify solutions, and proposed solutions to areas of liability and mitigate.
• Conducted training of staff as on new and updated procedures, held daily meetings with staff to discuss existing workload, and provided one on one feedback for their performance/development.
• Identified training needs and ensured proper training was developed and provided.
• Testified at trial and give depositions on behalf of client and Dovenmuehle. Prepared documents needed for trial; obtained and communicated hearing results after trial.
• Prepared discovery responses and affidavits for attorneys and clients.
• Reviewed new litigated pleadings to determine if they require complex handling by the litigation department. Communicated assignments to team members for normal legal handling or sent to a routine processing group.

Ridge, Illinois, United States

• First line of contact for all case needs and client concerns in county.
• Coordinated attorney schedules and tracked deadlines for legal filings.
• Analyzed case files to prepare the necessary documentation for filing, docketing, notice, and hearings.
• Followed up on any outstanding necessary documentation or court-ordered action.
• Documented dictation of court outcomes from attorneys, inputted into the case management system, and updated clients.

Bachelor Of Science (B.S.), Management, 4.0 Gpa

Associate Of Arts (A.A.), 3.5 Gpa