David Jacobs Email & Phone Number

Remote

Oversight and management of customer service/single point of contact agents including but not limited to, call center, web services, refinance opportunities and specifically high-profile loans in Bankruptcy, Litigation, Foreclosure, Hardship and Investor Specific• Developed and implemented the creation of the SPOC Bankruptcy Call Team including designed effective policies and procedures, job aids and supportive guides related to the workflow requirements• Managed oversight related to customer service, collections, loss mitigation tied to overseeing the borrower website experience, outbound call strategy, IVR routing and skip tracing• Accurately assessed strengths and development needs of employees including timely and specific feedback and performance management• Identified and analyzed escalated problems and provided guidance to team members for resolution• Negotiated solutions and acted as a liaison with internal and external customers when necessary

Beaverton, Oregon, United States

Supervised daily operation of the Specialized Loss Mitigation Task Force Team, ensuring compliance with departmental policies and procedures and all applicable government, investor, and client regulations.• Developed escalation tracking tool to receive requests from internal business partners related to loss mitigation interactions to properly evaluate resolution• Identify trends and develop process improvements and system enhancements to enhance department's effectiveness including job aids, quick reference guides and additional resource services• Performs duties related to staff development with set production goals for direct reports through performance evaluations, effective coaching, and specialized individual training• Compile performance data and provide reporting to management and internal business partners• Maintains up-to-date knowledge, understanding and documentation of required State, Federal, CFPB, Investor, and PMI guidelines related to regarding loan modifications, short sale, and deed in lieu• Ensures regular and timely communication of required process changes to all areas of the Credit Solutions and Change Management departments• Develops and analyzes management reports to ensure all production and quality goals are met• Serves as subject matter expert and escalation point for staff and members primarily regarding loan modifications and partial claims

Beaverton, Or

Nationstar Mortgage dba Mr. Cooper acquired IBM\Seterus, Inc. formerly known as Wilshire Credit Corporation (a Merrill Lynch\BofA Entity) in March 2019.Default Servicing - Bankruptcy Processing – Principal \ Onsite Manager (March 2019 – March 2020) • Manage the Bankruptcy Processing Team focused on account maintenance, audit reporting and process development supporting the staff to ensure business objectives, production timelines and quality assurance is met and/or maintained• Guide, train and influence the staff' to undertake the functions needed to carry out the department goals and encompass the department mission, implement company vision and drive home the use of the company core values• Provided support to counterparts in corporate office location specifically stepping in when managers were on leave covering all duties and/or responsibilities of manager including compliance oversight, supervisory provision and monthly auditing

Beaverton, Or

Nationstar Mortgage dba Mr. Cooper acquired IBM\Seterus, Inc. formerly known as Wilshire Credit Corporation (a Merrill Lynch\BofA Entity) in March 2019.Loan Servicing - Delinquency Management - Team Lead (October 2013 - February 2019)• Develop agents to meet the client metrics, ensure incentive driven goals were exceeded and provide organizational oversight related to quality assurance, corporate mandates and compliance guidelines o Team Quality Assurance Avg. exceeded goal each year at 2% to 5% above standard averaging 94.89%• Train staff in various process flows, business controls and customer care procedures to ensure reduction in corporate loss, hitting business metrics and handling SPOC - Strategic Asset Bankruptcy Call Team handling of specialized accounts• Implemented additional tools to improve the quality assurance of the scorecard process. o Developed 2 Job Aids for call handling and scripting specific for Bankruptcy Call Team

Beaverton, Or

Nationstar Mortgage dba Mr. Cooper acquired IBM\Seterus, Inc. formerly known as Wilshire Credit Corporation (a Merrill Lynch\BofA Entity) in March 2019.Timeline Management - Bankruptcy Department - Team Lead (August 2010 - September 2013)• Managed the Bankruptcy Support Services, Compliance/Controls Oversight and Bankruptcy Call Team • Guided teams to cover various aspects of the backend bankruptcy process functions to ensure timelines were maintained• Established and/or Preserved over 40 job aids, all policies and procedures and process flows combined with separation of duty requirement for the entire bankruptcy department including all front\back end teams• Liaison for 3rd party vendor providing reporting solutions specific to department (Epiq Systems). o Handling billing of $1.5million YTD for services and support provided

Beaverton, Or

Nationstar Mortgage dba Mr. Cooper acquired IBM\Seterus, Inc. formerly known as Wilshire Credit Corporation (a Merrill Lynch\BofA Entity) in March 2019.Valuations Department - Specialized Team - Market Analyst (June 2008 - July 2010)• Facilitated departmental training to ensure process changes and corporate objectives were revised• Tracked departmental progress toward meeting goals, aligned market data for ease of use with staff and clients• Review and prepare month-end reports, exception reports and cover audits to ensure compliance

Beaverton, Or

Nationstar Mortgage dba Mr. Cooper acquired IBM\Seterus, Inc. formerly known as Wilshire Credit Corporation (a Merrill Lynch\BofA Entity) in March 2019.Valuations Department – Senior Valuations Specialist (October 2006 - May 2008)• Completed property evaluation assessments specific to specialized asset portfolios• Prepared weekly and monthly cadence reports tailored to client\vendor requirements• Implemented streamline process flows to ensure inclusion of market trend data

Tempe, Az

Train, motivate and guide team members in all functions of processing and closing. Monitor caseloads for accuracy, quality control, underwriting, governmental guidelines, company policies and required written and verbal communication with customers, while maintaining a pipeline of special interest loans. • Provide coaching and promote a professional team effort to meet all monthly/quarterly incentive objectives. • Monitor accounting records and closing instructions to ensure collection of all fees due and minimize write-offs. Saved corporate loss funds over $200,000 per quarter review.• Handle and resolve issues with borrowers, sales and team members. • Interview, test and hire loan processing and closing associates. Conduct new hire orientation, performance planning and reviews and disciplinary actions. Brought on 38 new staff in total.• Create and maintain tracking systems for closings, status and funding schedules. Provide support for problem solving. Facilitate the handling and training to reduce post-closing inaccuracies. • Monitor Processor pipeline volume to ensure company procedures are being followed. Emphasize on customer relations between home building division, escrow and title personnel and other external vendors.

Scottsdale, Az

Processed and closed home loans. Held an average pipeline of 140 loans with an average of 30 loan closings per month, surpassing industry standards. • Generate sales of in-house homeowner’s insurance policies, using a consultative approach to exceed quotas by 20% each quarter. • Underwrite appraisals and conditions for AUS approved files, validate conditions using customized computer applications. • Built solid client relationships while gathering documentation to complete loan files within required 10-day early delivery time. Provided follow-up customer care for closed/funded files to earn a 95% customer satisfaction rating. • Earned QA Acknowledgement and Process Improvement Awards.

Phoenix, Arizona Area

Identified and assessed customers’ needs, set up and submitted loan packages, followed through to ensure customer satisfaction. • Cultivated new business with broker-based relationships and managed accounts, accelerating sales of wholesale loans to increase company profits and market share. • Monitored and maintained the wholesale lending side of business operations, establishing a network of 40+ mortgage brokerages to generate a sustainable business model. • Maintained a retail processor pipeline of approximately 100+ loan files with an average of 25 closing per month; in addition to, 40 wholesale loan signings (in-home closings) per month.