Angela Kula, Amp Email & Phone Number

Fort Myers, Fl, Us

Fort Myers, Florida, United States

Florida, United States

As the Senior Director of Client Support, I lead multiple teams with 2 direct Managers, 5 Supervisors, 3 Analysts and 50 specialized service representatives while reporting directly to Executive Management. We are a 5-site operation with teams in the US, Mexico, and India. My teams are responsible for the performance of assigned lender accounts with dedicated insurance processing and servicing team members. We effectively administer full residential lender-placed insurance tracking services for both hazard and flood insurance programs to ensure effortless, compliant processes that benefit borrowers and lenders. As the lenders’ primary point of contact for all insurance servicing questions and activities, we effectively track residential and commercial loans while being responsible for defining and implementing unique requirements, identifying, and implementing customer centric solutions, building out robust controls for both automated and manual processes, and overall client satisfaction, ensuring compliance and regulatory adherence and operational efficiencies.• Responsible for the core leadership functions surrounding employee onboarding, termination, performance evaluation, promotions, allocating merit increases, and employee development plans.• Articulate results, insights and action plans with Executive Leadership, Account Management, and Senior Managers across the organization and end clients. • Report on and analyze the performance, availability, capacity, and quality of Client Support Services, while identifying and implementing opportunities for improvement. • Launched a process to manage our Offshore partners performance by gauging the quality of work and monthly forecasting/capacity.

Greater Milwaukee Area

Led a team of 6 experienced professional Analytic Consultants that provided consultative services to 20+ engaged customers to help identify lender opportunities and facilitate their execution to improve profitability and retention efforts.• Managed Analytic Consultants by monitoring Key Performance Indicator calls with lenders to ensure they delivered quality analytics and met expectations. Coached and provided feedback of those observations to ensure the team was supported, cross-trained, knowledgeable, and as effective as possible.• Collaborated with the Sales team to ensure close lender engagement. Conducted lead generation sales calls and helped to close over 30+ lender marketing campaigns and assisted in maintaining 20+ Lender Landscape customer relationships.• Guided the planning and hosting of bi-annual lender peer Focus Conferences through coordinating Keynote and Guest Speakers, as well as topics for discussion and conference venue details. Developed successful events resulting in all participants in attendance creating a positive environment of industry expert discussions and networking opportunities.

Greater Milwaukee Area

Developed and facilitated client relationships related to MGIC Lender Insight strategic services acting as a consultant for mortgage lender executives to strengthen and grow their business.• Analyzed and presented key performance metrics to help determine strengths and areas of opportunity for mortgage retention, prepayment analysis, loan quality statistics, and sales team performance. Managed 5 large lender clients and was viewed as an extension of the team offering industry trends and best practices.• Facilitated and managed more effective direct marketing campaigns to help lenders increase quality and volume of targeted leads and improved customer retention. Assisted in lead generation sales calls and implemented 15+ lender lead generation marketing campaigns. • Traveled to client corporate offices bi-annually to present key performance indicators and work strategically with executive teams to implement solutions most closely aligned with business objectives. Offered effective solutions and best practices relative to lead generation programs to grow the business or solutions to retain customers. • Assisted in the planning and hosting of bi-annual peer conferences where current and prospective clients came to learn about industry trends, obstacles, communication of strategies, best practices, new ideas, and technology advances. Built and expanded relationships with client and prospects as well as participated in the mortgage industry discussions.

Milwaukee, Wi

As the Lien Release site manager, led a team of 55 team members including 3 managers. Developed and maintained ongoing strategies to build a culture of high performance which was adaptable to the changing environment. • Joined forces with peers and leadership teams at 3 national sites to maintain alignment of resources and work volumes to keep all processes current and moving forward. Bringing about solid processes and procedures, and high team quality and productivity results. • Led and/or supported various initiatives to expand eRecording through activation of additional counties, expanding to other sites and expanding portfolios.• Collaborated with risk management groups to perform semi-annual reviews and document internal risks and controls within the department.• Championed Diversity and Volunteering events including planning for Blood Center of WI blood drives, United Way efforts and Milwaukee Bucks over Breast Cancer events.• Directed several initiatives to promote team member engagement with demonstrated success (Thank you Gram program, Team Member of the Month, Fun Committee Events).

Greater Milwaukee Area

Led a team of 18 including 1 Work Director and 2 Level 4 staff members; imparted coaching, training, and development, as well as ensured compliance with state and county requirements and objectives.• Managed team during high volume refinance periods through effective utilization of cross-training, loan balancing, and work scheduling.• Consulted with Quality Assurance team to develop processes for quality reviews for all Lien Release processing team members. • Transitioned lien release operations from Wachovia Mortgage to Wells Fargo Financial portfolios; required multiple systems and developed new business partner relationships. • Developed processes for eRecording loans to send releases electronically instead of paper mailing resulting in cost savings with efficiency gains and reduced supply costs.• Worked with Home Equity management/systems consultants to integrate multiple systems and processes to complete the merger to lien release for Home Equity accounts.

As a Team Leader for one of the nation’s largest mortgage lenders, I co-managed 19 team members’ day-to-day production goals and activities. Areas of responsibility included: supporting internal and external customers by providing support services in Collateral and Custodial file requests, file reconciliation, and imaging of loan documents.

Proactively led and supported coworkers to attain the group’s goals. Actively worked with litigation attorneys both internally and externally to resolve issues. Appeared in bankruptcy court to represent WAMU on litigation or contested issues. Completed monthly write-off requests and authorized delinquent tax bill payments.

Performed all processing and post-closing tasks required to insure and guarantee FHA and VA loans. Verified accuracy of documents and ordered required documentation to complete loan files. Ensured all final documents met FHA and VA compliance guidelines. Consistently met or exceeded company and industry standards for customer satisfaction and for speed and efficiency of file delivery to the designated government agency. Maintained constant contact and established effective relationships with customers and internal business units.

Processed foreclosures for VA government loans. Forwarded required documents to the VA Regional Centers to meet VA guidelines. Processed sales results to convey the property to the VA Regional centers. Maintained communication with foreclosure attorneys and VA Regional centers.

Entered orders approving sales and possessions with the courts. Followed-up with vendors on scheduled evictions. Ordered tax information and serviced clients. Maintained constant communication with other companies.