▪Responsible for evaluating, monitoring, and reviewing processes and documentation to ensure compliance with internal company requirements and government regulations in a timely manner.▪Lead process improvement projects that help operations meet and exceed quality standards and streamline processes.▪ Audit cases to ensure timeliness, accuracy, and compliance for regional and regulatory requirements.▪Partnered with management on product training, created job aides and reporting metrics.▪Ensure corrective action on exceptions and problems identified in policies and procedures to improve performance.▪Successfully perform ongoing reviews and correct any typographical errors as needed.▪Effectively communicate with team members to maintain clearly defined expectations.

▪Conducted thorough research and analysis of inquiries using departmental guidelines, and compliance information to make informed and accurate determinations.▪Effectively managed and resolved high-risk complaints to ensure all cases were accurately resolved and worked cross-functionally to resolve inquiries from SCRA, Dealership, TPSP, CPI, Credit Bureau, Legal, and repossessions.▪Maintained exceptional service and integrity with customers and client accounts through accurate, timely, relevant, and quality work efforts.▪Maintained a positive attitude, a high level of ethics, and professionalism and established valuable relationships with business partners and colleagues. ▪Demonstrated great decision making and analytical skills managing complaints, identifying risk and mitigation escalations.

▪Trained and provided peer-to-peer support, providing on the job training for new hires and cross-training current staff on procedure updates and managed any complexed problems.▪Assisted customers and answered questions pertaining to all areas of loan servicing including payments, taxes, insurance, short sales, and deeds and analyzed customer issues and recommended solutions.▪Communicated errors, status updates, and information requests with underwriters, specialists, modification approvers and external vendors.▪Consistently achieved and surpassed the daily workload and was consistently recognized as a top performer in the department.▪ Cultivated and developed relationships with Brokers, Agents, Investors, Lenders, and other industry related professionals. ▪Handled documents for short sales using tools such as Equator and Fidelity and communicated with mortgagers and Realtors regarding short sale and other liquidation options.▪ Requested credit reports, property appraisals, and various documents to complete and assign short sale packages.▪Responsible for ensuring collection of payment arrangements and proposed alternative payment methods to customers when needed. ▪Ensured compliance to regulations in processes, complied with all company policies and procedures and adhered to the Fair Debt Collection Practices Act.