Daily file reviews at or exceeding production expectation with quality. Assisting with special projects, effectively identify trends and training needs during reviews and assist in creating and conducting staff training to address needed issues. Assist in monitoring and tracking quality of department output. Assist in completing analysis and review of client reports prior to release to ensure accurate and compliant communication with our clients.

Reviewing 2000+ loans monthly for documentation requirements, including correction of agent errors, resulting in 99% accuracy rate.Daily monitoring to ensure applications are processed to resolve the default status of borrower accounts.Assigns and resolves default related documentation exceptions.Applies the concepts of quality assurance and quality control, document and coach agents on errors and document omissions, interpret client processes, competent in statistical calculations and analysis of data.Conducted in-depth reviews beyond routine procedures, prepared and handled complex requests, and resolved difficult or non-routine agent issues.Stay current on FHA, USDA, VA, and Private default servicing requirements.Guide and monitor the performance of staging procedures to ensure staff protects the clients’ interests and handles borrowers through all default solutions.Work with clients to ensure all external inquiries/projects/initiatives are resolved accurately and efficiently. Participate in special projects and assignments as needed

Managed the administration and coordination of all delinquent mortgage underwriting activities.Daily pipeline of default related loans ran through the underwriting process for COVID partial claims project.Conducted real-time assessment of customer readiness and resource availability to successfully move forward with existing mortgage payments.Verifies income, employment, and other financial stipulations to ensure the customer’s ability to repay the loan.Implemented departmental procedures that resulted in a 99% QC implementation of TRID.Identified and reviewed problem files; worked with Senior Underwriting to resolve default requests.

Implemented a staff training plan which bridged the gap between classroom learning and the mortgage servicing questions that new hires typically face.Weekly staff meetings are conducted to review performance and communicate updates to policies and procedures.Meet both formally and informally with the Assistant Vice President (AVP) on staff performance, leadership and performance reviews, and to ensure that these align with departmental goals.Provide prompt and accurate service to borrowers related to their needs, according to the terms of their loan and requirements of their escrow account.Assist customers through collection efforts to ensure loans either reduce or avoid delinquency while maintaining compliance to FDCPA and all other applicable laws.Effectively communicate with other team members and internal departments to arrive at optimal solutions for borrower needs.

Partner with other departments to resolve escalated compliance and loan servicing issues to adhere to departmental service level agreements.Instruct direct reports on loan servicing questions, explaining escrow, modification, and other borrower documents.Weekly staff meetings are conducted to review performance, communicate updates to policies and procedures and validate that agents are compliant with company requirements.Led training project, in coordination with Job Coaches and other stakeholders, developing a business model to support agents transitioning from Customer Service to Early Stage Collections.Daily monitoring of KPI’s to ensure agents are successfully working towards month-end performance goals.

Facilitated the completion and delivery of residential appraisal reports through interactions with Washington Mutual, Citibank, Bank of America and LSI’s real estate appraisers.Performed quality assurance reviews of reports, communicated errors to appraisers and assisted in report delivery to client.Executed quality control on incoming orders from the client and evaluated the veracity of the appraisal request.Evaluated which appraisers from a list of vendors would render a high level of service while providing the client with a cost efficient finished productCross-trained associates to perform reviews on reports, communication between the client and direct reports, database management, and achieving time and quality stipulations of the client.Assisted in the startup of a new division within LSI that provides more accurate values to borrowers for their loan closings.