James Thomas Email & Phone Number

Farmers Branch, Texas, United States

• Ensured timely and accurate response to all regulatory and non-regulatory complaints related to the business.• Assisted in addressing customer complaints received from states’ attorneys general and/or licensing regulators.• Remained current on the regulatory environment and expectations through discussions with peers, seminars, webinars, roundtables, and required training.• Tracked complaint oversight from intake and coordination through case resolution.• Conducted root cause analysis of complaints to mitigate future compliance risk and enhance customer experience.• Worked with Legal partners and responsible business departments to address consumer protection-related consumer complaints related to operational compliance.• Evaluated existing policies, procedures, and training, and worked with the line of business partners to modify as needed.• Performed other related duties as assigned and assisted in ad-hoc projects and initiatives as needed.

Plano, Texas, United States

• Organized, evaluated, and serviced the Equity Analysis Pre-Foreclosure process to assess loan risk within a multitude of investor portfolios and make recommendations to mitigate the risk.• Examined title reports to determine property ownership, lien priority, outstanding taxes and other delinquent amounts and defects in title.• Investigated and reconciled any unauthorized transfers, fraud, or suspicious activity.• Valuated appraisals and BPO’s for accuracy and quality.• Performed quality reviews within the area of responsibility to ensure compliance in accordance with all regulatory guidelines.• Identified procedural gaps and risks and drove behavior changes to reduce accordingly.• Obtained and validated MIS reporting data.• Completed inventory validation of the inclusion/exclusion process. • Led QC Monthly Feedback meetings with lending channels for the purpose of identifying patterns, trends, and implementation of Action Plans• Assigned workloads to staff, while ensuring compliance with service-level agreements.• Monitored task queues to ensure issue resolution and research was completed in a timely manner.

Irving, Texas, United States

Reduced risk to the business by mitigating losses while ensuring compliance with all applicable internal policies and procedures, investor servicing requirements, banking laws and regulations, as well as applicable Federal and state laws.

Coppell, Texas, United States

Resolved inbound calls from customers regarding general servicing inquiries such as monthly payments, late charges, and escrow analysis.

Richardson, Texas, United States

Discussed loan modification and refinance options with borrowers and provided general account support.

Irving, Texas

Answered inbound calls from borrowers and third-party lawyers/attorneys regarding the handling of payoff requests and processing.

Education record

Education record