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 Conventus can become an independently rated loan servicer. • 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.• Conduct regular individual coaching with employees to build rapport, address issues, and mentor and develop each team member.• Partner with C-Suite leadership to formulate plans, design roadmaps and strategies to support the achievement of overall business objectives.• Design and implement effective methods for enhancing performance, and recognizing outstanding 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 and implementation.• 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.• Conduct regular individual coaching with employees to build report, address issues with challenging complaints, mentor and develop each team member.• Partner with senior leadership to formulate plans, design roadmaps and strategies to support the achievement of overall business objectives.• Design and implement effective methods for enhancing performance, and recognizing outstanding 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 transition internal candidates to other assignments to support company growth and professional development.• Responsible for departmental monthly /quarterly risk reporting. • Ensured ongoing Federal, State, and Local legal and regulatory compliance.• Ensured ongoing Quality Assurance, Compliance, and outside audit success.• Pioneer and institute programs that develop and continuously improve internal customer satisfaction initiatives, championing employee development programs, and creating rewarding work environments. • Manage, control, and oversee the processes, procedures, and staff related to the tracking of all assigned real estate secured consumer and mortgage accounts that are delinquent or in default.

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 client loss. • 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.• Drafted responses to RESPA requests and complaints received from borrowers and their counsel, including those filed with the CFPB, BBB, Attorney General, and other state/federal regulatory agencies.• Reviewed correspondence drafted by staff and performed audit of financials to ensure accuracy.• Assisted staff in trouble-shooting litigated matters and correspondence received.

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