James Bostic, Mba Email and Phone Number

• Oversee Inbound Contact Center Operations for Insurance Tracking and Lender-Placed Insurance Company.• Manage highly productive team of ~90 consisting of supervisors, team leads and inbound contact center team members. • Responsible for the content creation and delivery of monthly and quarterly performance reporting to internal Sr. Leaders and the Sr. Leaders of our servicing partners.• Develop specific and customized programs tailored to the immediate needs and long-term goals of our servicer partners.• Designed and facilitated “Early Onboarding” Training Protocols successfully implemented to curtail attrition of newly hired call center staff.• Lead monthly internal business partnership meetings developed to improve communication, reduce silos, and inspire synergies between departments.

• Developed and implemented the bank’s COVID-19 Pandemic response.• Assisted in the creation, content delivery and implementation of departmental policies and procedures, to include expanded bank-owned underwriting matrix.• Review, compile and deliver monthly losses to Sr. Leaders and the Special Assets Counsel Members monthly, formally presenting all retail losses exceeding $100,000. • Responsible for capturing, analyzing, and reporting daily, monthly, and quarterly portfolio and associate performance thru dialer metrics, collection activities and QA/QC reviews. • Manage inbound / outbound customer facing unit tasked with engaging delinquent mortgage holders to facilitate workout solutions.• Converted totality of Loss Mitigation Unit to a paperless work environment.• Effectively develop and coach new and existing associates in the ever-changing WFH environment, through real-time feedback, virtual one on ones and virtual side by side coaching sessions.

• Responsible for FCB’s residential and small commercial real estate secured foreclosure pipeline, to include loans originated thru FCB’s branch system, mortgages serviced for the GSE’s and those loans that are serviced for First Citizens Bank by sub-servicers. • Manage team responsible for the portion of FCB’s portfolio of secured, unsecured and recovery accounts in bankruptcy. • Guaranty Bank Acquisition Team Member specifically responsible for loss management activities and oversight of loan boarding activities for the delinquent portion of the acquired mortgage portfolio. • Led post acquisition team charged with reviewing loan level default activities and determining best course of action while maintaining regulatory and internal compliance standards. • Cross Functional Team Member responsible for implementation of CFPB mortgage servicing amendments including bankruptcy and loss mitigation mortgage statement updates and the development and implementation of a Successor in Interest process.

• Responsible for managing the entirety of the default servicing portion of a growing mortgage portfolio comprised of GSE and bank-owned mortgages. • Oversaw the site migration of the Mortgage Default Operations unit from Columbia, SC to Raleigh, NC, including inbound and outbound outreach efforts, loss mitigation and foreclosure activities.• Managed the totality of the mortgage portfolio delinquency rate to less than .61% while simultaneously reducing the foreclosure pipeline by 300%.• Identified and oversaw the recapture of more than $100,000 in unreimbursed claim payments. • FCB’s Default Mortgage Operations liaison between the Bank and FNMA.• Partnered with Sagent’s Loanserv (fka Fiserv Loanserv) and FNMA on training process for collections, loss mitigation and foreclosure areas.

• Develop, implement and manage the collection strategies for the First Citizens closed-end loans portfolio, including 1st and 2nd mortgages, direct and indirect auto loans and other direct to consumer secured and unsecured loans.• Responsible for the First Citizens >$2 Billion wholly owned mortgage portfolio from day one delinquency to foreclosure referral or charge-off when required.• Successfully led Collections team thru bank merger while reducing the delinquency rate of the $600MM inherited Indirect Sales Finance portfolio to below 0.5%.• Consolidated the data repositories and streamlined the vehicle repossession process, reducing the time required to request a repossession and the time required to prepare and send the necessary disclosures post recovery.• Collaborate with Loss Mitigation, Recovery and Default Litigation to ensure departmental and bank wide delinquency goals are achieved.• Built, developed and oversaw the training of the post-merger collection staff.• Track and monitor daily production metrics and delinquency trends, ensuring effective portfolio management. • Ensure Associate quality and compliance standards are adhered to thru real-time feedback, one on one coaching sessions and monthly scorecards.

• Managed team of Asset Resolution Specialists in a call center environment responsible for “high-touch” Loss Mitigation activities on an assigned portfolio of 90+ delinquent mortgage loans. • Responsible for ensuring compliance with Consumer Finance Protection Bureau, Investor, state regulations and company guidelines.• Successfully managed Call Center and staff to an investor and regulator mandated abandonment rate of less than 3%. • Created and implemented departmental Telephone Mediation Process ensuring the assigned Single Point of Contact apprises legal counsel of loss mitigation activities and is present for mediations.• Developed and performed bi-weekly Foreclosure Audit process, providing the business and investors greater line of sight into the foreclosure eligibility of delinquent loans within the portfolio.• Managed departmental cash posting; responsible for processing funds thru assigned MSP suspense queues and ensuring all Loss Mitigation payments are appropriately posted.• Designed, implemented, and managed the California, Nevada and Washington Due Diligence program ensuring state mandated requirements were adhered to for all delinquent loans in these states. • Drove agent performance thru the implementation of Key Performance Indicators (KPIs) which ensured the department met established standards and metrics on a daily, weekly and monthly basis.

• Supervised and mentored a staff of up to 54 professionals responsible for proactively contacting delinquent mortgage holders within Genworth’s portfolio and influencing their participation in loss mitigation activities.• Created and delivered a Three-Tiered Agent Certification Program providing enhanced customer service skills, foundational mortgage and mortgage insurance industry knowledge and internal systems and auto-dialer training. • Partnered with IT department on system conversion to SalesForce.com generating greater reporting accuracy, well-defined production standards, and increased customer satisfaction. • Created timely reports for Senior-level Management on individual campaign efforts, agent productivity, and staffing capacity.• Assisted in the creation, development, implementation, and course delivery of Simply Serve, Genworth’s proprietary Customer Service Training Program, certifying much of the customer facing staff within the first 6 months following the courses creation.

• Managed servicer aligned staff of Loss Mitigation Specialists responsible for negotiating retention and liquidation workouts, negotiating cash contributions from borrowers where possible.• Drove the conversion and implementation from a manual dial process to an auto dialer system tripling the call volume. • Ensured company goals, results, and anticipated employee production was met by defining metrics and measuring performance, coaching staff, and delivering quality performance reviews. • Attended multiple customer-facing Foreclosure Prevention Events across the US; collected and reviewed required documentation, counseled delinquent borrowers on workout options, and directed servicer fulfillment.

• Oversaw the Borrower Outreach Department and 30 call center agents.• Assisted in the development, implementation, and success tracking of servicer specific calling campaigns.

• Responsible for day-to-day production of mortgage broker office• Managed file flow process (application to post-closing)• Defined and achieved weekly, monthly and quarterly volume and fee income goals• Trained new loan officers• Insured office profitability, working in the confines of modest monthly, quarterly and annual budgets

• Oversaw the daily operations of the local branch office for a nationwide mortgage lender• Responsible for branch volume and fee income• Sought out, interviewed and hired a motivated staff• Ensured document security for the branch and mortgage applicants