Bob C. Email and Phone Number

• Responsible for mortgage servicing loan transfers from various mortgage banking institutions. • Assist with the oversight of the daily operations of the mortgage servicing transfers which must be completed in compliance with RESPA, Investor Guidelines, CFPB and applicable law. • Provide a high level of coordination with sub servicers and key internal business partners.• Comprehend terms of purchase and sales agreements, letters of Intent relative to servicing transfers.• Prepare and distribute executive summaries to internal partners on key attributes relative to transfer.• Facilitate conference calls pre and post transfer. Assist with pre-post transfer reconciliations.

• Support servicing team with reconciling MERS batches and internal support with sellers obtaining a 98.6% QA annual score• Perform daily loan boarding, reconciliation and trade removal with zero defects• Deliver an average of 70 loans monthly to FHLB of Chicago delinquency reports to loan sellers• Act as communications and reporting liaison with account managers, loan servicer, patron's, investors, and vendors. Resolve all email items received in the Servicing Oversight email box.• Counsel loan sellers on the method of performing investor post purchase errors in the investor portal• Evaluate and gain investor preapproval of over 300 FHLB borrower loan recast requests per year• Process seller refund transmittal requests daily and confirm wire delivery• Analyze a volume of 150 loans per month on tax due penalty reports, determining responsibility and invoicing sellers resulting in a penalty recovery of over $100k• Identify defects with servicing and vendors on a portfolio of 80k loans valued at $20b to establish new controls or reports to mitigate future deficiencies• Monitor regulatory changes in the industry to anticipate and make recommendations for process improvements• Review and analyzes loan servicing data to prepare monthly servicing/subservicing scorecard• Draft reports to management detailing test results and proposed remediation plans• Collaborate with servicing manager in the analysis and due diligence of existing and prospective vendors achieving a service level agreement of 99.5%• Streamline loan servicing processes, enhancing system efficiency and compliance• Create test plans and processes for key areas of oversight• Conduct testing of key servicing metrics and regulations per the compliance monitoring plan to ensure subservicer is complying with State, Federal and contractual requirements.

• Worked as a liaison between IT and our clients to provide technical/business solutions to meet user needs• Transformed complex business requirements into actionable IT specifications, optimizing system performance as needed for new technology and estimates time and duration of required changes• Translated intermediate to complex high level business/technical requirements into functional specifications for the IT organization and worked with development to test and implement those changes with zero defects• Collaborated effectively across teams to facilitate knowledge sharing and smooth execution of technology solutions• Made recommendations for resolving project concerns or issues affecting project timelines and completed project work within the established time frame, budget, and quality requirements

• Oversaw the performance of an offshore team of over 150 associates along with an onshore team of 3 specialists and 1 project manager responsible for the supervision and support of offshore processes which included call center audit, repayment plan support, new loan audit• Evaluated a pipeline of over 1000 HAMP/GSE loss mitigation workout package assignments• Managed staffing effectively to handle portfolio fluctuations, ensuring process stability resulting in a .03% failure rate• Reviewed and updated service level agreements and standard operating practices as needed• Effectively performed work quality audits along with providing recommendations on overall process controls achieving top-tier audit and workflow efficiency score of 98.5%• Completed daily and monthly reporting that measures quality, productivity, and efficiency of each process unit resulting in a 99.2% SLA score• Designed, developed, and implemented business enhancements along with initiating business enhancements that streamlined operations across departments

Accountable for the day-to-day supervision and training of 25 loan portfolio counselors along with a call center research team. Implemented and monitored the daily calling strategy and schedules. Maintained sufficient staffing to accommodate the inbound call volume and daily outbound calling campaigns. Effectively performed daily work quality account reviews and provided recommendations on overall collection effort and workflow significantly boosting operational efficiency. . Responsible for the loan foreclosure referral process and developing audits, controls, and reporting using LPS Passport. Designed, developed, and implemented business enhancements along with managing multiple projects. Operated and efficiently navigated Concerto Ensemble/Unison along with LPS MSP.

Supervised, developed, and monitored a team of 20 associates working consumer real estate loans to reduce loan losses by enforcing compliance and resolving issues. Scheduled and monitored workflow, provided coaching and feedback and resolved complex customer issues. Ensured compliance with federal laws and company guidelines to minimize loan losses and legal concerns.