Gregory Page Email & Phone Number

Initiating and receiving incoming and outgoing calls.Establishing repayment schedules for delinquent mortgage accounts.Facilitating receipt of payments via ACH and other methods.Confirming date on the customer’s account.Achieving the departmental delinquency goals via loan workouts including extensions, repayment plans and loan modifications.

Monitor Call Center Representative calls via Verint including call coaching.Monitor all regulations and laws concerning Loan Servicing and provide timely guidance to the Director of Loan Servicing.Periodically update the Loan Servicing policies and procedures manual.Act as liaison between Subsequent Quality Control (vendor) and Loan Servicing and assist with providing documents.Ensure that Loan Servicing is complying with policy in the handling of consumer complaints.Ensure all ACH drafts and payments are input correctly from various sources.Ensure late fee procedures are followed and log any errors and provide reports to upper management.Ensure all credit regulations and late fee regulations meet ECOA and Privacy and Credit Reporting Laws.Responsible for all MERS related items including ensuring MERS loans are registered with MERS, working MERS daily reports.Ensuring service released loans are correctly released in the MERS system to the correct servicer, including FNMA and Freddie loans.Ensure at month end MERS and Loan Servicing loans information match.Ensure items are reported correctly to the credit reporting agencies and provide information for corrections if there is an error.

Hire, onboard and trail call center personnel.Coach call center staff through challenging customer service/collection issues.Analyze call center data and prepare collection reports for upper management.Evaluate staff effectiveness and performance annually or on an at‐need basis.Lead team meetings.Provide collections reports to upper management.Develop monthly, quarterly, and annual call center goals and action plans.Ensure all collection practices are within CFPB and Fair Debt Collection Practices Act.Review and approve all loan modifications, extensions, and deferments.

One of three project managers for setting up the Home Preservation Department (500 employees)Integrating and evaluating systems to ensure flow of work between departments and outside vendors.Lead daily calls to ensure all systems and requirements were being met.Ensured loss mitigation information sent to underwriting for programs met CFPB, Regulation X, FDCPA and SCRA.Monthly audits to ensure all laws, rules and regulations are being followed and address any errors by providing areas of concerns and improvements to be made and responded to any findings.Provided written policies and procedures.Managed 50 employees daily.Hire, onboard and trail call center personnel.Coach call center staff through challenging customer service/collection issues.Analyze call center data and prepare collection reports for upper management.Evaluate staff effectiveness and performance annually or on an at‐need basis.Lead team meetings.Provide collections reports to upper management.Develop monthly, quarterly, and annual call center goals and action plans.Ensure all collection practices are within CFPB and Fair Debt Collection Practices Act.Ensure all requirements were met for FHA, VA and USDA loans before establishing borrower modifications, extensions or deferments.