Debi Thomas Email & Phone Number

601 Riverside Avenue, Jacksonville, FL 32204

Santa Ana, CA

• Strengthen client relations by steering service center operations to achieve results by guiding a team of 20 operations specialists and application support representatives in managing customer service and technical.
• Position the organization competitively as the business analyst and SME, responsible for testing new system functionality, feature development, new loan programs, and loan program updates.
• Achieve initiatives by interviewing stakeholders, evaluating data, and outlining roadmaps for success in driving the vision, strategic goals, objectives, and action plans within resources/timelines.
• Reduce development time and costs using clearly outlined assumptions and constraints, WBS, delivery strategies, and issue management, working closely with the Operations Team on system functionality.
• Serve as an “information resource,” offering technical support to internal support staff on loans by maintaining knowledge of performance improvement strategies, industry trends, and service training.

Long Beach, CA

• Managed the full scope of underwriting processes including caseload workflow management, QA controls, reporting, and research while acting as a liaison between attorneys and lenders.
• Minimized risk exposure by researching outstanding mortgages liens, judgments, and unpaid taxes for any restrictions, easements, leases impacting ownership.
• Determined if the loan made to Borrower was in violation of Predatory lending practices to provide attorney with detailed report of violations and points of concern.
• Oversaw a case load of 50-60 files per month while assisting the Attorney with negotiations with Lenders to stop foreclosures on borrowers.

Newport Beach, CA

• Led a team of 13 across office activities by strategically managing A/P and A/R, client services, foreclosure processes, trustee sales, and overseeing the private portfolio of 100+ properties valued at over $25M.
• Reduced risk exposure with evaluations on the ability to perform and pay Contractors/Builders and worked with Builders on presenting construction cost for submission to Investors.
• Successfully closed down operations and provided asset transfers to Investors.
• Maximized service/sales results by conducting program baseline studies, assessing strengths, weaknesses, and opportunities for long and short term objectives.
• Impacted tactical staffing and compensation decisions throughout the organization using an in depth understanding of the business needs, business models, key players, and market environments.
• Enriched employee integration by developing training programs and mentoring office employees to support field staff and develop the necessary success skills to achieve performance initiatives.

Irvine, CA

• Maintained quality loan production with few buybacks from Investors and a Branch pipeline of 75 – 100 units funding per month by leading 15 employees in customer service and sales activities.
• Safeguarded the organization by serving as a point of resolution in addressing inquiries and resolving complaints to facilitate a proactive commitment to customer needs.
• Increased competitive positioning by planning, developing and implementing annual salary increase programs and merit bonuses that attracted and helped retain top-level employees.
• Drove efficiency by maintaining steady oversight of inventory and stock, successfully coordinating, organizing, and tracking product movement through databases to prepare multiple daily/monthly reports for managers.