Heather Presley Email & Phone Number

Plano, Tx

Issues & Events Manager: Mortgage & Home Equity Servicing Feb 2017 – PresentManage regulatory, investor and internal credit policy, providing risk guidance to Capital One Financial Mortgage Servicing Teams to mitigate, remediate, recover, and create business controls related to audit, quality assurance, quality control, customer complaints, and 2nd line defense findings for Home Loan Servicing.• Hand chosen by Sr. Leadership to manage data integrity issues related to the $18.4 billion portfolio (Mortgage and Home Equity) sale. Successfully remediated customers impacted by up/down stream processes where data attributes were misaligned.• Received Servicing Recognition Award from Sr. Management for successfully leading a large-scale and cross-functional data clean up initiatives.• Readily present and recommend process and procedure adjustments to the Senior Leadership that focus on Risk Mitigation and Customer Experience.• Partner with Front Line Management, Account Executives, Legal Counsel, Compliance Advisors, Global Finance, Accounting and Marketing and Analytics for detailed complex customer and process recovery work.

Plano, Tx

Responsible for evaluating internal Mortgage and Vehicle Servicing Operations to identify and resolve areas of regulatory exposure.• Executed high visibility special projects with critical deadlines driven from Senior Management and or External Regulatory agencies that impact banks overall compliance ratings.• Identified inadequate testing through data analysis on a failing regulatory performance metric (1.86% performance), which resulted in overturning the rating to satisfactory (99.68% performance).• Collaborated with Line of Business validating and reputing testing results, constructed control statement, and outlined remediation efforts for Making Homes Affordable (MHA) audit. Performed identical job function as National Mortgage Settlement (NMS).• Researched and analyzed risk health of operational processes for regulatory compliance.• Received a gold award for loan level compliance testing for providing critical support ensuring sustainable metrics for NMS.

Plano, Tx

Planned, strategized and led validation on operational processes with partner groups; Bankruptcy, Litigation, Short Sale, Deed in Lieu, SPOC and Audit Prep to ensure compliance with regulatory requirements that resulted in overturned findings reducing company external regulation errors reported. • Managed and trained a team of 8 associates to validate loan level audit findings for the National Mortgage Settlement(NMS) agreement within multiple operating systems.• Created and implemented validation process playbooks for internal team reducing research time that increased testing SLAs deliverables. • Received global recognition for tremendous teamwork in partnering on NMS defect validation. Expert knowledge of the processes and organization; extended knowledge to peers, providing guidance on obtaining system access and to set up training for team members on various systems of record used in Loss Mitigation processes.

Plano, Tx

Executed testing and implementation of business requirements for end-to-end project development for Loss Mitigation trial tracking payment automation.• Developed a daily report for anomaly coded trial payments to ensure accuracy allowing the loan to pass through for permanent modification.• Headed monthly meetings with executive management to assess customers who defaulted on loan modification trial offer payments, which reduced Bank of America sending Adverse Action letters in error.• Recognized by Management Team for demonstrating company core value Trusting and Teamwork by always providing excellent assistance and expertise while collaborating with cross functional teams.

Plano, Tx

Resolved title defects with foreclosure attorneys and national title companies to allow foreclosure process to be achieved. • Minimized delays in the foreclosure review process by determining the validity of a claim and executing promptly on legitimate title matters preventing the foreclosure process.

Plano, Tx