Carly Heffner, Crcm Email & Phone Number

Responsible for maintaining subject matter expertise for assigned deposit regulations representing the Second Line of Defense. Completes advertising reviews for deposits and lending materials including print, website, and social media advertising, compliance oversight of vendor relationships, monitoring and communicating new and changing regulations.

Retail Product and Service Delivery Program Owner; Represented the First Line of Defense and partnered with deposit, digital, home loans, and consumer lending product owners to assist in facilitating annual reviews of products and services. Reviews included analyzing internal regulatory controls, remediation of issue management, testing of disclosures.

Conducted independent assessments and responsible for sampling, testing, and reporting of Fair and Responsible Banking and Regulatory Compliance results to management to ensure compliance with Regulatory Requirements. Other responsibilities included leading internal meetings and maintaining contact with senior-level personnel to review identified gaps and.

Reading, PA

Management of large portfolio of SBO (serviced by others) loans. Comprehensive underwriting of servicer-submitted short sales, modifications, and other work out options for both mortgage and consumer loans. Preparing and monitoring foreclosures and charge offs. Preparing and posting entries to necessary accounting GLs. Reviewing servicer files for due.

Reading, PA

Promoted after one year to a Team Lead, working with customers on property retention or non-retention programs or other property workouts. Assisted with training of new hires, completed one on one training sessions and call coaching. Involved with numerous projects such as processing of balloons, quality control of payoff and reinstatement figures..

Reading, PA

Promoted after short time from Support Team to Single Point of Contact- Responsible for 300+ accounts, contacting delinquent account holders on residential mortgages to pursue relief of delinquency or payment options. Responsible for high balance loans.

Reading, PA

Inbound team, received calls from Sovereign customers, verified each borrower to their account with specific verification procedure, answered general questions regarding Single Point of Contact process, very familiar with phone system which allowed to transfer to SPOC assigned to account with ease. Also assisted with organization of mail, requesting fees.

Reading, PA

Gave detailed step by step instructions to borrowers as well as internal employees to assist with numerous issues; reactivating debit cards, resetting pin counter, etc.