Heather Spears Email & Phone Number

Beavercreek, Ohio, United States

Menominee Falls, Wisconsin, United States

Regulatory Compliance analyst seeking employment, my current position with Kohl's was eliminated due to Covid-19.

Responsible for Team Member Audits; validating the procedures on a state by state basis for the Lien Release Department. Risk calibration with Operational Risk team & implemented new Quality Assurance Policy in Oct 2014QA policy changes to test scripts, risk ratings, sample methodology and development of the risk ratings per attributesProvide valuable feedback and trending to team members and management.Compile and provide Quality results for each site quarterly.Identified issues with System/Resource Inconsistencies and ensured updates where implementedParticipated in alignment calls, supported weekly calls to ensure issues are brought up to appropriate partiesReduced risk by the reduction of rework utilizing our trending results of 100% county reject reviews

Greater Milwaukee Area

Responsible for monitoring customers calls within different investor groups (FHLMC, FNMA, America’s Servicing Company, WFHM, FHA and VA) within Home Preservation. Address disputes; provide one-on-one coaching to Home Preservation specialists regarding policy, procedures and business etiquette. Maintain inventory to ensure monthly goals are met timely. Led the following Projects:o Assisted with rewriting procedures and implementing new process.o Quality Monitored Peers on a monthly basis, providing management with results and .o Led Calibration meetings with the team members to ensure alignment.o Provided suggestions resulting in improved reference tools and company procedures.

Responsible for resolving property tax, insurance and escrow related issues on active mortgage loans.Assisted team members with escalated customer calls.Responsible for daily reporting and scheduling peers for various duties.Identified cases that were out of compliance and followed up with teams members assigned to get status reports.Volunteer to assist the Loss Mitigation Department in reviewing documents for Loan Modifications and Arm Loan adjustments.

Greater Milwaukee Area

Responsible for researching and resolving highly escalated issues directed to Washington Mutual Executives and provide detailed written responses to various government agencies.Making adjustments to servicing fees, escrow deposits, verifying property tax parcels/amounts, preventing foreclosure and identifying incorrect payment applications.Administration duties by preparing daily reports and assigning research cases to team members. Established relationships and worked closely with HUD (Housing and Urban Development), Better Business Bureau, State Attorney Generals, the Office of Thrift Supervision to ensure compliance and customer satisfaction.