Stephen Hyder Email & Phone Number

United States

United States

Ewing, New Jersey, United States

• Manage quality and productivity of over 70 frontline staff and 5 operation supervisors as well as hire new staff in a corporate research department that provides mortgage servicing to near 200 clients• Complete and maintain individual performance plans for each direct report, including annual performance appraisals; meet regularly to set goals and ensure personal and professional development• Develop, update, and give final approval for procedures in conjunction with Risk, Internal Audit, Legal and Compliance departments• Participate in yearly risk assessment as well as lead internal audit response and testing for the Corporate Research department• Recommend, develop, and facilitate coaching and training sessions for supervisors and representatives on mortgage servicing and client culture

Ewing, Nj

• Manage performance and training of over 30 front-line staff and 3 operations supervisors in a high volume call center specializing in mortgage servicing• Meet service level agreements of account handling of 20+ high-touch clients and tens of thousands of mortgage loans• Resolve highly escalated loan level issues on client behalf, interfacing with multiple departments to provide appropriate and timely solutions• Monitor quality of supervisor and representative handling of customer and client calls and emails. Provide and document necessary coaching and feedback for further development• Facilitate coaching and training sessions for supervisors and representatives on mortgage handling and client culture• Complete and maintain individual performance plans for each direct report, including annual performance appraisals; meet regularly to set goals and groom to ensure personal and professional development• Make recommendations regarding the hiring, transfer, and termination of staff; manage disciplinary actions to ensure consistent compliance with human resource policies and procedure guidelines• Recommend and develop methods and procedures to maximize efficiencies, enhance service processes, enhance cost savings, and increase revenue• Attend servicing oversight and call calibration sessions with clients to ensure meeting of client expectations in regards to account handling and client representation on calls and emails as well as meeting of servicing metrics in accordance with business contracts• Provide monthly client reporting on performance results and escalated issue resolution

Ewing, Nj

• Weekly quality monitoring of customer service calls and emails, ensuring representatives interact professionally and courteously while resolving customer concerns accurately in a timely manner. • Ensure representatives adhere to quality expectations with regard to task completion, first call resolution, call duration, and quality.• Review 5 to 10 customer service calls per assigned client per month which are then reviewed with the individual clients during calibration meetings to assess how the service representatives are managing that specific client’s customers.• Meet with new employee training classes to provide training support, review expectations of the new hires and discuss the realities of what they should expect versus what they have been exposed to in the training environment.• Train new Quality Control Supervisors on specific systems such as Viewer and SharePoint, and help them understand the structure of task priority within the organization as it is a rapidly changing, fluid environment.• Meet weekly with representatives to coach on identified quality concerns• Provide training on new policies and procedures during monthly staff meetings

Ewing, Nj

• Research and resolve customer problems that require in-depth research and provide written explanations of research problems.• Review trial and final escrow analysis reports to determine the accuracy of the analysis. Provide verbal and written explanations of escrow analysis to mortgagors.• Review short payments to determine if these payments should be applied.• Provide mortgage verifications as requested by mortgagors.• Assist with tax research, HUD subsidy loan re-certification, monthly HUD subsidy billing, partial release of security processing and optional insurance set-up and remittance as assigned.

• Provided comprehensive administrative services to regional and state management including preparation and organization of monthly and yearly calendars, time management schedules, monthly petty cash and mileage reimbursement reports, preparation and distribution of monthly organizational charts and tracking of current inventory of materials • Served as strategic manager in directing multiple teams and individuals in achieving organizational goals• Provided Customer Service and Trained individuals in areas of crisis management, problem solving, time management, effective communication skills, and budget management• Coordinated multiple classes and special events from conception to completion involving finances, people, and resources• Facilitated training sessions ranging in size from 10-100

New Jersey

• Provide comprehensive administrative services to regional management, including preparation and organization of monthly and yearly calendars, time management schedules, monthly petty cash and mileage reimbursement reports, preparation and distribution of monthly organizational charts and tracking of current inventory of materials • Served as strategic manager in directing multiple teams and individuals in achieving organizational goals• Provide Customer Service and train individuals in areas of crisis management, problem solving, time management, effective communication skills, and budget management• Coordinate multiple classes and special events from conception to completion involving finances, people, and resources• Facilitate training sessions ranging in size from 10-100

Columbus, Ohio Area

• Accomplished patient and family issue resolution on a daily basis, interacting with all levels of staff from executive administration and physicians to front-line staff• Helped develop and facilitate patient satisfaction training, including new staff orientation, for all hospital staff in line with yearly training requirements• Successful credentialed EPIC trainer who participated in largest EPIC go-live in the country in 2006• Helped assigned clinical units move from 60th percentile to 90th percentile between 2007 and 2011• Participated on a multi-departmental committee to develop and implement an Early Response Team in accordance with JCAHO National Patient Safety Goal requirements• Received the Patient Education Excellence award for work on JCAHO patient education National Patient Safety Goal implementation• Chaired the hospital wide Property Loss Committee, working with administration, Legal, Security and clinical units to set policy as well as investigate property loss claims• Active participant in hospital’s social networking initiative, developing the customer service response framework for handling issues received from social networks such as Twitter and Facebook

Columbus, Ohio Area

• Developed and provided all aspects of coaching and training of the customer service representatives• Interfaced daily with the operations team to track order status and provide accurate and timely information to customers• Communicated with sales representatives and company buyers to solve order issues and/or recommend changes to keep orders active• Handled all purchasing requests, bids, price negotiations, and order invoicing• Prepared reports to monitor order flow, identify trouble orders and recommend solutions, tracked sales representative effectiveness, identified trending and recommended item retention or discounts and closeouts, and tracked year-to-year sales comparisons to determine overall business growth• Verified the validity of all customer charge backs and initiated disputes to protect company revenue as necessary

• Consistently achieved or bettered company sales standards• Added to customer base monthly by successfully soliciting new accounts• Maintained a level of customer service that garnered letters of praise from customers• Increased profitability by better product saturation with existing customers• Retained customers by focused attention on good customer service relations with clients• Maintained accurate accounting records of product sales and finances• Worked with customers to keep payments up to date and to resolve past due accounts• Provided training for new hires on company goals and policies

Bachelor Of Arts (B.A.), Communications, Psychology

Activities and Societies: Phi Kappa Phi, Golden Key

Associates, Theology