Support operational departments with primary emphasis on residential servicing procedures. Facilitate fact gathering meetings with subject matter experts to develop policies and procedures. Perform research, write, and update technical and procedural information to benefit departments and various functions.

Manage the daily flow of default complaints addressed to bank executives, congressional members and regulatory agencies. Edit executive level responses, providing feedback and guidance to executive writing team. Monitor trends, develop personnel to incorporate standards and style of writing to industry needs.

Specialized loan level analysis structuring loans for sale, purchase, acquisition and disposition.Identified and modeled loan characteristics used for pricing and trading.

Conduct in depth loan level reviews to include 2nd lien, foreclosure, bankruptcy, escrow, title, pending sale and REO to assist Transaction Managers in pricing loans for sale. Perform additional due diligence reviews to include title, credit, tax and bankruptcy searches to identify potential property issues.

Technical writer developing training materials and manual for Due Diligence Underwriters and their Managers. Designed database to capture information used to determine risks associated with non-performing loans. Performed investigative review on thousands of executive level and regulatory complaints to identify the root cause and determine if the problems were corrected and customer issues resolved. Made recommendations to senior management team on how to resolve issues and reduce future complaints. Managed team responding to executive level and regulatory complaints. Managed team of correspondence writers bringing company within RESPA compliance.

Manager of a high volume first mortgage loan servicing call center. Developed and successfully implemented operational changes with our large sister site after conducting a “best practices” analysis of both sites. Created a dual site help desk center to address elevated customer concerns, non-routine issues, internal support and customer advocacy. Redesigned quality control program by developing call monitoring standards, tools, reporting and calibration sessions. Created and lead vision to promote and implement corporate customer relationship management programs. Developed and maintained initiatives to stimulate customer loyalty and associate awareness. Hired and developed staff for continued growth and excellence.

Managed teams in a high volume inbound call center. Supervised operations to include staff schedules, call handle time, quality control, training and career guidance. Monitored daily operations to achieve service levels while providing exceptional service to customers and business partners. Responsible for all aspects of employee relations to include recruiting training, motivation, coaching, developing and counseling. Served as department liaison and customer advocate for the purpose of identifying, resolving and reporting customer issue trends. Designed cross training program to enhance customer operations to handle delinquent calls. Created and implemented incentive programs to compensate employees who exceeded monthly performance standards which resulted in increased morale and a healthy competitive work environment.