Dawn Cole Email & Phone Number

United States

United States

Manages 10 Cash associates. Ensures workflow and SLA’s are in compliance for Cash team. Approves time & absences. Coaches associates and provides 1:1 and goal setting for individuals and Cash team. • Ensure all Cash Service functions are performed in compliance with company, investor and/or regulatory guidelines. • Ensure timely and accurate processing of funds received for loan servicing, including but not limited to, mortgagor payments, suspense, liquidations, and bankruptcy foreclosure and loss mitigation funds. • Perform wire transfers and funds movement specific to Cash Service’s area. • Execute the handling of Task Tracking and complaint research requests. • Develop intra department quality control verification on specific Cash Services functions. • Research and resolve complex posting discrepancies timely and accurately. • Perform scanning functions for deposit and scanning of checks and documents to remote team members. • Ensure the timely reconciliation of batch balancing and payment clearing reconciliation items. • Perform application reversals, as applicable. • Monitor system edit reports. • Partner with management and Cash Analyst on needs of vendors, such as Lockbox • Execute drafting Cash Services procedures.

Dallas-Fort Worth Metroplex

Research, analyze, prepare, process mortgage Modification bookings. Resolves calculation errors from surrounding departments, reclass proceeds for Cash and Modification processes. All cash processes in MSP to include payment processing, Modification bookings, reversals and corrections, research, and training. Subject matter expert in Liquidation & Modification bookings. Script testing. Special Projects. Manage, train and QA team associates in Modification, Corporate Advance processing. SME (Subject Matter Expert) Modification Cash booking. Maintain and update department procedures and Quality Control within the team. Attend and collaborate in Cash, Modification and Liquidation meetings to ensure process flows are correct and implement process improvement ideas. Assist in Management duties when needed as well as the first point of contact for team assistance and questions. Participate in Special Projects as needed and New Script testing to enhance processes. Research Escalation requests.

Dallas/Fort Worth Area

Research, analyze, process mortgage Liquidation, Default and Modification bookings. Resolve calculation errors from surrounding departments, reclass proceeds from Partial Claims, Liquidations, Default and Modification funds. Completes wire audit as needed and QA daily for Payoff wires. Subject matter expert in Liquidation and Modification bookings. Complete tasks within Service Level Agreement (SLA) and exceeds those time frames. Participate in Special Projects including Research, Payoff Quotes, and any other projects as needed. Maintain and update department procedures and quality control within the team. Train, assist and work with cash team associates, Loss Mitigation, Customer Service Representatives and Special Loans to ensure workflow and procedures are followed.*Manages team members who are training with assistance, QA, questions and workload.*Participates in testing projects in the Test region of MSP.*Maintain and update Department procedures and quality control within the team.*Train, assist and work with cash team associates, Loss Mitigation, Customer Service Representatives and Special Loans to ensure workflow and procedures are followed.*Manage, direct and QA other associates workload while training them, and continue to process my own functions.Accomplishments: *99% QA Error rate*Decreased volume by 100% in less than a year in Modification booking errors.*Reducted risk to Home Point by 100% with help needed from Black Knight coming in to help resolved Modification Booking errors that were customer impacting. Saved the company consulting fees and impact to borrowers.* 49 Awesome Awards- Team player, Going Above & Beyond, Exceptional Attitude and assisting other team with their functions. * Transition of Liquidation to Payoff Team to 100% completion level. Reduced the risk of incorrect postings.

*Subject matter expert in Advance and ACH/Cash item returns.*Complete tasks within service level agreement timeframes of XX days while ensuring accuracy.*Research and resolve encoding errors, missing and applied payments, ACH rejects. Identified root cause issue of Automatic Clearing House rejects.*Maintain and update departmental procedures and quality control within the team.*Participate in Special Projects.*Train, assist and work with cash team associates and Customer Service representatives.Accomplishments: *Decreased volume by 50% by testing, using an Automated script Returns.*Corrected issues and reduced rejects by 95% and 3-4 hours work time reduced each week.*Reduced financial risk to the bank by 75% by identifying root cause issues in bank branch errors and changed procedure and trained branches to process advances on Home Equity Loans correctly.*Top of the House Distinction 2016*Mission One Award winner 2016*Home Loans Hero 2015*Best People, Integrity, Teamwork, Onederful recognitions.*Nomination for Mark of DistinctionSpecial Projects:*Commercial Loans: Performed wire processing, analyzed data and faxed financial daate to participating banks. Traveled to Laurel, MD. for two weeks and trained the team on the participation and syndication portfolio/process and ensured the transition went smoothly.*ING Acquisition: Selected as part of the Home Equity Profile team for the ING Portfolio transition. Traveled to St. Cloud, MN, for two weeks. Trained on Profile, Sassy, AWD systems, ING functions and processes. Member of the Profile team for 10 months until the loans were boarded to MSP. Became the Subject Matter Expert (SME) cash on the Profile system.*The Circles Science Fair (Process/Project Improvement program) 2 Yr Project "Clash of the Coupons". Identified root cause of bank branches using the wrong tickets causing loans to receive a credit (payment) instead of an Advance (debit) resulting in financial loss to the bank. Changed procedure.