Emily Breusch Email & Phone Number

South Carolina, United States

Mortgage Insurance maintenance and removal

Irving, Texas

Preformed day to day process for pre-foreclosure HOA lien curative, vendor management, vendor billing, and adhoc reporting.• Resolved billing issues and inconsitancies in Vendor processes which resulted in cost savings of $30,000 per month at minimum. • Assisted in design and implementation of reporting for day to day quality review of all processing functions for HOA. • Streamlined processes and assisted in creating adhoc task for improved communication between other departments.

Dallas/Fort Worth Area

Technical writer for mortgage client to repurpose and optimize existing documents provided by content writer in order to accurately capture organizational knowledge and practices.• Followed documented formats and standards consistency guide• Extract and comprehend system operation and maintenance tasks from typical system documentation (drawings, system/process maps, job aids, process and procedures).Facilitated correspondence between NTT and a Top 4 Bank client on an Anti-Money Laundering/ Bank Secrecy Act audit. • Gathered, analyzed, and delivered data in accordance with client specific process and policies.• Conducted independent research including reviewing financial records and source documents to validate client information and measure risk.• Conducted final quality control reviews for client cases and provided remediation recommendations.• Maintained and traced project activity using case tracking software and dashboards.

Plano, Texas

Managed correspondence templates used for communications to home loan customers.Facilitated change process for templates used by Home Loans Servicing and Default required due to outcomes of a risk events, process changes, or a federal, state or investor requirement.• Organized and led weekly meetings with Legal, Compliance, and stakeholders to review content, verbiage, and gain consensus for approximately 450 changes to letters annually. • Resolved conflicts regarding verbiage and content in and outside of meetings, resulting in more efficient time management.• Developed tracking methodology in Excel to monitor the status of each change request from intake to implementation, and provide applicable communications to Account Executives and business stakeholders. • Facilitated the process for new letter templates by working with the Business in gathering their requirements, resulting in a draft for review by Customer Experience for future revisions.• Assisted process development for Letters Governance from ground up. Documented process flows, and job aid documents. Continuously, implemented changes to make process more efficient.• Maintained usable library of approximately 2000 documents, utilizing categorization and version control for both hard copies and electronic copies.• Created and implemented a plan for converting approximately 200 letters to a new system.

Dallas,Texas

Coordinated communications regarding marketing process outliers between the Investor, internal departments, and external companies. Reviewed HOA (Home Owner’s Association) statements to ensure conformity with state laws, and ownership base.• Developed detailed, new hire training material with self-guided job aids, and conducted one-on-one training as needed, regarding policy, procedures and job responsibilities.• Created and implemented departmental training material and led training classes twice per year for other departments to determine “how we can help you?”• Worked closely with real estate agents to ensure clear understanding of state guidelines, and need for escalation when HOA did not conform, resulting in cost savings of approximately $50K per month.• Worked with legal department to reach resolution on litigated assets in REO, and provided updates to investors.

Dallas/Fort Worth Area

Researched and resolved customer written inquiries and complaints that helped raise customer satisfaction. Edited and submitted letters to be mailed for payment collection campaigns.• Trained new Correspondence associates on policies, procedures and job responsibilities.• Developed and taught monthly Correspondence Department overview training class for new company associates. Class size varied between 5 - 30 participants. • Organized and led projects, including companywide revisions of customer facing letters.• Edited original letters from multiple departments to ensure content and formatting were consistent with company communication standards and legal.

Dallas/Fort Worth Area

Handled inbound and outbound calls for customers to resolve inquiries and resolve delinquencies. • Partnered with homeowners to analyze their current financial situation and present sensible repayment options to help them maintain ownership of their home.• Served as team contact to resolve escalated customer inquiries and ensure customer satisfaction.• Created quarterly team newsletter to reinforce changes in policy and boost team moral.

Wrote press releases and spotlights in news lettersOrganized media kits, files and office data

Organized events for the PRSSA, such as, campus clean ups and meetings.

Ba, Mass Communications- Public Relations

Activities and Societies: PRSSA- Public Relations Student Society of America Special Events Chair- Organized fundraisers and Campus Clean.

Education record