Ocwen Financial - Dallas TexasManager - Office of the Consumer Ombudsman 2015 - 2019Oversight of the Office of the Consumer Ombudsman also known as the Office of the President cross functional teams consisting of 2 teams leads, 27 Domestic and International (Mumbai) Research and Editor Associates. Team delivery of detailed and timely responses for mortgage servicing inquires and escalated complaints received from regulators and customers through phone, fax, mail, email. Providing… Show more Ocwen Financial - Dallas TexasManager - Office of the Consumer Ombudsman 2015 - 2019Oversight of the Office of the Consumer Ombudsman also known as the Office of the President cross functional teams consisting of 2 teams leads, 27 Domestic and International (Mumbai) Research and Editor Associates. Team delivery of detailed and timely responses for mortgage servicing inquires and escalated complaints received from regulators and customers through phone, fax, mail, email. Providing detail responses for homeowners and regulators regarding mortgage servicing concerns, options and next steps toward resolution.• Worked closely with all levels of management, legal counsel, vendors, and risk and compliance teams across all lines of businesses. Participated in weekly calls with business partners developing relationships to support daily challenges in business practices, and best practices for efficiencies to better assist each business unit in eliminating barriers to support daily deliverable's and company goals• Monitored production queues, capacity, service levels, budget oversight, daily reporting, quality, risk and compliance and policy and procedures• Conducted weekly leadership and team meetings with a focus on site performance, development needs, policy and procedures with an emphasis on team training. Facilitated weekly meetings with nationwide Attorney Generals, providing updates on current servicing trends and a status reporting for pending customer complaintsAccomplishments:• Streamlined production and performance goals for leadership team to assist in developing and communicating smart goals across the teams • Championed site to achieve monthly performance goal of an 85% completion rate of open escalation cases within 10 business days. Taking the department’s completion rate of 34% to 85% consistently• Developed comprehensive procedures for the Editing team which resulted in quality score improvements from 78% to 98% for all 4 sites Show less

Facilitated the maintenance and updates for Information Technology (IT) and departmental procedures to ensure all changes were completed timely for distribution to IT management staff and other operational business units. Worked closely with Risk and Compliance when writing new procedures as needed for new processes implemented.

Performed mortgage loan documentation review, providing follow up to support audit reviews and examinations for Fannie Mae, Freddie Mac, Short Sales, and Deed in Lieu, CFPB and OCC.• Examined FHA, VA, USDA, GSE and Non-GSE residential loan documentation for accuracy, completeness for regulatory compliance audits and evaluated credit decisions for consistency and accuracy. Established risk parameters in accordance with policy and procedures, loan programs, and product guidelines. Completed… Show more Performed mortgage loan documentation review, providing follow up to support audit reviews and examinations for Fannie Mae, Freddie Mac, Short Sales, and Deed in Lieu, CFPB and OCC.• Examined FHA, VA, USDA, GSE and Non-GSE residential loan documentation for accuracy, completeness for regulatory compliance audits and evaluated credit decisions for consistency and accuracy. Established risk parameters in accordance with policy and procedures, loan programs, and product guidelines. Completed investor audits and assisted with fraud detection and prevention, and loan reviews. Provided support to external audit responses, remediation, Business and Governance teams to ensure testing was aligned with areas of focus according to the CFPB and OCC requirements Show less

Direct oversight for 83 Domestic and International (Manila and Bangalore) cross functional teams, providing Credit Bureau and Research Support in processing and responding to consumer Credit disputes due to Fraud, Bankruptcy, Delinquencies, Courtesy Waiver, Charge offs, Credit Inquires and Courtesy Waivers. Managed production work queues, production capacity, service levels, budget oversight and opportunities to work more efficiently and effectively without risk• Provided Third Party Vendor… Show more Direct oversight for 83 Domestic and International (Manila and Bangalore) cross functional teams, providing Credit Bureau and Research Support in processing and responding to consumer Credit disputes due to Fraud, Bankruptcy, Delinquencies, Courtesy Waiver, Charge offs, Credit Inquires and Courtesy Waivers. Managed production work queues, production capacity, service levels, budget oversight and opportunities to work more efficiently and effectively without risk• Provided Third Party Vendor Relationship Management and CFPB Compliance/Regulatory Risk Management for Auto Loan Servicing. Managed daily e-Oscar reporting for credit disputes and oversight of monthly audits for accurate reporting of consumer information according to Fair Credit Reporting Act (FCRA) and according to CFPB and the OCC requirements. Participated in quarterly Compliance and Risk audits providing resolutions to any findings• Conducted weekly leadership and team meetings, weekly production and performance calls, evaluated overall staff development needs, reviewed policies and procedures. Ensured HR policies were administered fairly and consistently across the teams and compliance and risk requirements were met dailyManagement Accomplishments:• Developed, trained and implemented comprehensive policy and procedures for the Credit Bureau research teams to ensure processing consistency when researching and responding to credit disputes in accordance to the FCRA requirements Show less

Oversight of Tax Outsourcing Research teams totaling 92 Domestic and International (Delhi) cross functional teams consisting of 7 managers, 33 Domestic, and 52 International associates responsible for consumer related cases pertaining to delinquent tax payments, refunds, current bill request, proof of payment, request to pay, foreclosures, bankruptcy, default, legal documents, and correspondence and loan modifications. Managed compliance and risk requirements and partnered across the… Show more Oversight of Tax Outsourcing Research teams totaling 92 Domestic and International (Delhi) cross functional teams consisting of 7 managers, 33 Domestic, and 52 International associates responsible for consumer related cases pertaining to delinquent tax payments, refunds, current bill request, proof of payment, request to pay, foreclosures, bankruptcy, default, legal documents, and correspondence and loan modifications. Managed compliance and risk requirements and partnered across the organization in working with all lines of business to ensure consistency in processes flows• Monitored all production work queues, capacity, service levels, and department budget oversight. Identified opportunities to work more efficiently and effectively without risking quality• Conducted weekly leadership and team meetings, weekly production and performance calls, participated in weekly site meetings across all lines of business, evaluated overall team status and development needs. Reviewed and delivered policy and procedures to ensure department complianceAccomplishments:• Successfully improved the department’s quality ratings and performance efficiency scores by more than 51 percentage points in first nine months. Taking the department’s average quality score of 46% to 97%, and maintained those scores for more than 2 years • Facilitated the reduction of Tax Outsourcing delinquent research cases outside the client’s service level agreement, reducing inventory levels within compliance requirement in a six month period• Developed and implemented training material for International associates and sent a training team to Delhi to cross train offshore teams for processing consistency Show less

Vice President Sr. Operations Site Manager 1996 – 2008Oversight for operational functions of - Cash Vault, ATM deposits, Federal Reserve cash & currency request, Collateral Document Storage (Mortgage and Auto), Lien Perfection, Credit Bureau reporting, Consumer Auto and Mortgage Loan review and Statement Rendering. Teams consisted of 7 managers, 9 team leads, and 108 associates.• Performed Cash Vault and Bank audit reviews for Compliance & Risk Management providing tracking and… Show more Vice President Sr. Operations Site Manager 1996 – 2008Oversight for operational functions of - Cash Vault, ATM deposits, Federal Reserve cash & currency request, Collateral Document Storage (Mortgage and Auto), Lien Perfection, Credit Bureau reporting, Consumer Auto and Mortgage Loan review and Statement Rendering. Teams consisted of 7 managers, 9 team leads, and 108 associates.• Performed Cash Vault and Bank audit reviews for Compliance & Risk Management providing tracking and reporting for Sr. Executive management• Developed and implemented daily cash flow inventory tracking for all levels of management to reflect cash reporting levels and custodial inventory requirements to reduce potential cross shipping impacts and meet Federal Reserve regulatory requirements for Custodial Inventory and audit requirements• Worked closely with management and vendors across all lines of business, participating in weekly calls, developing business relationships to support daily challenges in eliminating road blocks, managing concerns, process gaps and best practices to assist in meeting daily deliverable's and company goals. Conducted weekly leadership and team meetings to discuss production and performance, overall team development needs, and reviewed policy and procedures for processing consistencyAccomplishment:• Advocated the relocation of all collateral loan documents securely to new site location due to site closer with complete transparency and 0 percentage impact to the customers Show less