• Ensure data accuracy and maintain confidentiality of protected information.• Collect COVID case information using 3 internal systems/databases and complete data entry tasks to include researching new jurisdictions and updating reporting requirements.• Report cases via excel documents, portals or through phone to local and international health authorities, and complete follow up requests regarding contact tracing.• Risk Mitigation and Quality Assurance - Carried out detailed state compliance audits to ensure work product accuracy and mitigate future risks/errors

• Acquired working knowledge of the Default Decisioning Title process in all states.• Supported internal and external customers with inquiries and complaints regarding financial products and services.• Sought ways to determine appropriate course of action, conducted investigative steps to identify the issues, and processed complex transactions online.• Performed moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classified risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.• Received direction from supervisors, and escalated non-routine client concerns to other areas when appropriate.• Served as an intermediary between parties to resolve disputed matters, negotiated, and enacted settlements accordingly.• Worked with leadership on special projects in addition to daily workloads.

• Maintained viewership and interest of viewers through live streaming video games and use of social media platforms• Became a Twitch.tv affiliate within one week• Increased online viewership and created a community through solid game play and a likeable online persona.• 35+ years of game play experience via multiple platforms.

Managed a team of 10 Research, Remediation Associates, and Analysts with their pipelines.• Acquired working knowledge of the Foreclosure process in 35 states (25 non-judicial, 10 judicial).• Managed a portfolio of up to 10,000 loans.• Reviewed of our overall processes and work to implement changes that stream line them to cut our overall timelines.• Researched and deciphered numerous reports in order to find trends.• Setup and worked to meet or exceed monthly goals with our firms.• Created and presented PowerPoint presentations utilized in our Monthly Business Reviews as well as our weekly leadership meetings.• Responded to questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection.• Researched and analyzed problems and recommending solutions including escalated items.• Conducted audits of associate’s portfolios, workgroups and monitor their performance.• Performed procedures related to advances and pay downs, funds wiring and disbursement process.• Responded to written and phone communications from customers, title companies, and internal personnel.

Supervised a team of 10 Research/Remediation Associates/Analysts and their workflow.• Implemented working knowledge of the Foreclosure process in 26 states (25 non-judicial, 1 judicial)• Setup and worked to meet or exceed monthly goals.• Responded to questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection.• Researched and analyzed problems and recommending solutions including escalated items.• Conducted audits of associate’s portfolio, Workgroups and monitor their performance.• Performed procedures related to advances and pay downs, funds wiring and disbursement process.• Responded to written and phone communications from customers, title companies, and internal personnel.• Built and distributed Research/Remediation Associates/Analysts reports.

Worked an active portfolio of over 1000 loans in multiple states.• Setup and worked to meet or exceed monthly goals.• Responded to questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modifications and assumptions, prepayments, payoffs, adjustable rate loans, credit reporting, and lien perfection.• Researched and analyzed problems and recommending solutions.• Conducted audits of files.• Coordinated property inspections, lien priority and loan disbursements in accordance with loan documentation.• Performed procedures related to advances and pay downs, funds wiring and disbursement process.• Responded to written and phone communications from customers, title companies, and internal personnel.

Participated as the ISO 9001-2008 Core Team Member and Monitor. Supervised a team of five associates and their workflow.• Served as the client’s point of contact for all questions and escalated matters.• Built, distributed, and monitored all department reports.• Monitored and maintained Department Service Level Agreements (SLA), monthly and quarterly deadlines and ensure that all are met or exceeded.• Trained and monitored all new staff members in the use of company’s system of record, all client systems, and the department’s practices and procedures.• Developed, wrote, and maintained all team processes and procedures.• Audited and maintained accuracy in all databases.• Performed daily quality audits of team member’s work in order to identify coaching opportunities, and/or process gaps.• Mined multiple systems for data, analyzed the data for root cause, trends as well as process correction and prevention.