Brad Beebe Email & Phone Number

Mount Laurel, Nj 08054

Led Customer Advocacy group, accountable for handling mortgage origination or servicing complaints from Federal and State regulators, attorneys and borrowers.• Motivated / guided 9 team members researching / resolving consumer and regulatory mortgage complaints, sustaining SLA targets, even through a 60% reduction in force during 2017.• Directly supervised average case volume of 150 / month. Achieved QC scores above 95% (Standard = 90%). Mortgage servicing complaints resolved 15 days or less (Standard = 20 days). Mortgage originations complaints resolved in 18.5 days or less (Standard = 25 days) coupled with 50% or greater telephone availability. • Facilitated 2 classroom training modules, communications and customer experience, followed with extensive 1 : 1 side by side coaching reinforcement for team.

Wilmington, De

Managed end-to-end onboarding of home loans applicants, including originations and refinance process.· Closed 100% of purchase contracts on time through successful time management.• Managed average pipeline of 45 loans / month, maintaining a 60+ Net Promoter score (Standard = 40).• Worked across geographies and functional teams with 8 decentralized loan officers producing over $7M loan volume, exceeding goal by over $1 million.

Wilmington De

Reviewed / decisioned potential "work-outs" for delinquent (DQ) borrowers. Researched, analyzed, determined, communicated, and helped finalize delinquent loans.• Managed pipeline of 40-55, 90 day + delinquent loans / month, resolving 191 loans, resulting in 62 loan modifications, and achieving CSAT scores at least 96% and # 2 national associate ranking. • Facilitated / delivered “The Ideal Customer Experience” training module for 60 DE-based Default Servicing associates, boosting DE team’s Net Promoter scores by an average of 10% (Standard = 40).

Wilmington De

Determined alternate options for borrowers who defaulted on loans and services.· Scheduled / conducted mediation hearings for DQ borrowers in CT (8), FL (6), IL (9) and NV (8), securing 19 successful workouts and converting $5.7M to “performing” loans.· Controlled pipeline of 40-55, 90 day + delinquent loans / month that decreased bank loss reserve requirements by $2 million average.

Wilmington, De

Facilitated pre-screening requirements, interview scheduling and new hire processing of potential sales candidates for ING DIRECT.· Increased average associate tenure to 30 months, up from 18 months, involving rigorous in-depth pre-screening calls that assessed potential candidate's true "fit" and motivation. Achieved savings of $960 thousand in reduced turnover costs.

Wilmington De

Led / coached / developed 12 teams of 12-15 associates, accountable for presenting and delivering ING DIRECT financial services products. Company mandated team restructuring every 90 days.· Generated team sales of $7.5 M/ month through coaching, side-by-side calls and call monitoring.· Operated as lead interviewer for potential candidates, achieving a selection success rate of over 67% and reducing turnover by 23%.· Facilitated sales training course for 68 new hires; conducted 7 sales training sessions over 6-month period, leading to ING product mastery and consistency with service delivery.

Wilmington De

Coached / developed a team of 6 NASD / FINRA registered representatives.· Managed sales performance and regulatory compliance, delivering first year sales volume of $21M.· Implemented / delivered a sales training program to 80 Sales Associates, in 2 sites,producing cross-sell volume increase of $425 thousand / year.

40 Credit Hrs. Towards Msw, Social Work

Activities and Societies: Master's Thesis: "The Borderline Personality Type and a Proposed Treatment ModalityAttended MSW classes.

Ba, Sociology, 3.48

Activities and Societies: VP-Liberal Arts Council (1973-74); President psychology-Sociology Club (1974); Pep Band (1970-74); Jazz Band.