Manage the Bankruptcy Home Mortgage Conversion, Release, and Home Equity Release Process.Manage team members in production environment.Train and Develop team members.Oversee Special Projects.Manage Risk and Quality Assurance guidelines.Evaluate adequacy and efficiency of policies and procedures. Make employment decisions and set performance standards.Write and conduct performance reviews.Implement and develop new processes improvements.Make sure day to day application and adherence to policy and procedures.Prepare department presentations for upper management.

Pull data and distribute morning reports for the department. Analysis account data.Verify and analysis Mortgage documents.Ensure attorneys have the proper mortgage documents for Bankruptcy process.Communicate via email with court personnel and individuals within the department.Ensure policies and procedures are followed within the department.

Single Point of Contact for Bankruptcy Bank & Private & Wells Owned files.Interview borrowers to understand their specific situation; identify and request the appropriate documents required for the loan modification review. Analyze customer’s financial situation and make recommendations in regards to workout options.Answer inbound inquiries from borrowers regarding the status of their loss mitigation, loan modification, short sales, and/or foreclosure process.Managed assigned pipeline of approximately 100 files efficiently to ensure timely decisions.Ensure borrowers understand their obligations throughout each step of the process.Works closely with numerous departments to ensure that files are handled appropriately.

Single Point of Contact for FHA, VA, and Private Investor files.Complete Income Expense Analysis.Manage a pipeline of 325 files within performance standards.Accessed information on multiple systems to inform borrowers of loan terms, important terms, important dates, and deadlines.Quality check documents to ensure they were accurate.

Responsible for thorough loss prevention efforts through use of collection strategiesAdhered to Federal compliance regulations governing collection practicesProficient use of auto-dialer system to initiate customer contactEvaluated customer financials while negotiating terms of repaymentContributed to reduction of line of business losses through strategic goals on monthly basis

Responsible for reviewing, prioritizing, and distributing work to Account Managers.Responsible for training and mentoring Account Managers.Completed side by sides with team members to assist with performance.Provides performance feedback to team members and supervisors.Direct customer contact for collections escalation calls.Monitor the Avaya system to ensure that all team members are adhering to schedule set.Completed monthly call monitoring evaluations for Account Managers.Responded to escalated calls and emails from Customers. Evaluated department Policies and Procedures in order to improve Customer satisfaction.