Jack Briggs Email & Phone Number

Dallas, Texas, United States

Responsibilities: Oversee the end-to-end Reverse Servicing Portfolio through reporting and analytics to ensure adherence to Regulatory, Investor and Agency Guidelines; In-house reverse mortgage servicing expert; Manage 50 onshore and offshore operation analysts through task assignment and escalation routines to successfully implement servicing oversight and controls; Provide on the job training of HUD regulations, timelines and guidelines to proactively monitor both active and default servicing and track servicer deficiencies; Create policies and procedures to help provide 10-star customer service to reverse mortgage borrowers; Oversee new active buyouts and ensuring loans are assigned to HUD in a timely manner.Accomplishments:• Drove a 30%+ increase in assignment uploads of new buyouts within 30 days of buyout – currently at 4-month consecutive streak of uploading 85% of new buyouts within 30 days of buyout.• Created in-house proprietary product team to provide value-added white-glove servicing approach.• Decreased defaults for non-completed repairs by 35% and decreased defaults due to non-occupancyby 32% over the same six-month period through proactive borrower engagement efforts.• Improved collaboration between departments through increased transparency and data sharing.• Developed key loan onboarding audit to verify accuracy of data between loan documents andservicing system to ensure compliance with all required guidelines.

San Diego, California, United States

Responsibilities: Leveraged analytics and trending to identify opportunities within Servicing to enhance processes resulting in time savings and ensuring adherence to investor guidelines; Tracked trends and propose process improvement solutions using data and analytics; Developed multiple reports that are monitored daily in the Business Control logs to ensure that HUD servicing timelines are being followed and data accuracy.Accomplishments:• Built expanded offshore team from 20 to 40 employees to supplement onshore resources anddesigned and led all training for new associates to assist with audits and process improvements.• Implemented audits and control and exception reports to expand scope of servicing oversight tomonitor loan boarding, property preservation, escalated complaints, FEMA disasters, and loss draft.

San Diego, California, United States

Responsibilities: Completed Loss Analysis and review HUD claims for accuracy and billed sub-servicers for any errors; Hired and provided training for 15+ associates to perform critical end to end analysis on loan that have been liquidated through Payoffs, Assignment to HUD, or Real Estate Owned Sales. Accomplishments:• Loss analysis review resulted in $6M+ being returned to the company.• Provided feedback and proposed solutions on how to prevent minimal claim curtailments throughcontrol and exception reporting.

San Diego, California, United States

Responsibilities: Built-out Quality Control Monitoring of the Reverse Servicing Portfolio for 60k+ loans; Daily monitoring of the Servicing Email Inbox to answer internal/external servicing questions. Accomplishments:• Established and led a monthly Executive Summary Routine to provide results and action plans to improve issues identified on the monthly/quarterly QC audits.• Studied and reviewed the HECM Handbook, Mortgagee Letters and the GNMA guide to be able to incorporate guidelines into the QC audits.

San Diego

Oversee preparation of remains, coordinate burials and cremations, and complete all legal documents with grieving families while remaining composed and professional.Collaborate with other offices to streamline policies and procedures to expedite funeral arrangements.Act assertively with the ability to provide clear, detailed directions to other employees.Redesigned merchandise display area resulting in 5% increase in sales.Offer counsel and comfort to bereaved families and friends.

San Diego, Ca

Challenged Status quo to ensure customer expectations are met and exceeded.Created positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift.Managed partners appropriately during shift to reduce bottlenecks and ensure speed of service, cleanliness standards, and operational needs are met.Managed store during periods of high volume to keep store operating to standard and set positive example for shift team.