Brian Mccubbins Email & Phone Number

Austin, Texas, United States

Systematically intake, escalate, and triage problems to the relevant owners, teams and follow through on the resolutions to ensure they are deliveredResolving customer escalations through several social media sites: Twitter, Facebook, Yelp, Consumer Affairs, Best Company, Google Reviews, LinkedIn, Better Business BureauInvestigate and provide formal responses to regulatory and governing body complaints including the Office of the Attorney General, California State Licensing BoardDevelop strategies to close open litigated and other complex cases that carry the possibility of high settlement costsResponsible for driving critical customer problems to resolution, ensuring the right internal stakeholders are engaged and acting as an advocate for the customerHelp create a culture of innovation that helps bring world-class end-to-end customer experiencesContinually increase customer satisfaction, while reducing customer effort, and customer retentionOperationalizing customer feedback through building actionable, targeted, and accessible insights that drive actions

Completed escalation audits monthly, with a presentation to department VP of any findingsDrove key metrics that measured production and customer experienceNetworked with other departments on issues outside of my scope of knowledge for borrowers escalated issuesCollaborated with Default Escalation Department in their investigations into formal executive escalationsReviewed, updated, and created policies and procedures for the call centerManaged a pipeline of approximately 4,000 loans for all loss mitigation optionsTracked and measured individual and team productivity and quality resultsDeveloped coaching plans for associates to meet and exceed department goalsSupervised agent personnel including: hiring, monitoring, evaluating performance, and initiating corrective or disciplinary actions

Immediate escalation point for vendor issuesCommunicated with existing vendors and with other Field Asset departments to research and resolve any vendor disputeEstablished a rapport with our vendor network to assist with jobs outside their territoryBrought performance issues to resolution with the vendor and impacted groups and/or business unitsManaged accounts or specific functional space supported by a vendor on REO and redemption propertiesMonitored vendor performance to ensure compliance with Master Servicing Agreements (MSAs) and facilitates corrective actionFocused on key deliverables and managed work group teams in the transition of work performed internally to a vendor or between vendorsCapacity Planning

Education record

Leadership