Jane Hoffmann Email & Phone Number

Charlotte, NC, US

Charlotte, North Carolina Area

Charlotte, North Carolina Area

Oversight of regulatory enforcement action remediation across company.

Charlotte, North Carolina Area

Responsible for Initiative and Change Management execution related to external mandates (e.g. National Mortgage Settlement, Consumer Financial Protection Bureau, state laws) effecting Mortgage Servicing processes and procedures.

Lead group responsible for all Cross-Functional, Enterprise, and Customer Experience Initiatives within the Home Loans & Insurance Division

Leadership Team member in successful launch of new business within IBM. Responsible for Process Design & Improvement, Change Management, Quality Metrics, Training & Development, Policies & Procedures, and Customer Experience. Collaborated with Sales to design outsourcing solutions to meet client needs and IBM ROI requirements. Collaborated with Clients and.

Provided leadership, project management discipline, and strategic vision for $50 million process standardization/redesign initiative. Re-engineered process and roles in conjunction with selection and implementation of a new Loan Origination System. Articulated and influenced cultural change needed throughout organization. Implemented to 425 operations.

Expanded staff from 50 to 190. Developed and implemented a call monitoring and coaching process for sales and operations that was adopted by the entire mortgage company.Created and implemented customer communication tools to improve efficiency and enhance customer experience. E.g. an e-mail communication strategy that improved conversion rates by 4% or $8.

Designed and built professional telesales unit with 20 seats, generating $600,000 profit from outbound activity during first year of operation.Motivated and trained Credit Champions at 34 retail brancheds. Increased credit sales 50%.Created and implemented "Loan by Phone" campaign, generating incremental $2 million volume in 8 weeks.

Recruited by National Sales Director to stabilize and grow the Southeast Regional sales force which was in disarray. Processing had been centralized in the midst of a refinance boom, and processors had pipelines exceeding 200 loans. Created teams of 3 to spend a week at a time in St. Louis with a prioritized list of loans ato work the pipeline with the.

Founded consumer advocacy company to help consumers select the right mortgage and mortgage provider to meet their needs. Product sold via telephone was the Personal Mortgage Profile which included 3 detailed loan options and lenders. Obtained bank financing for the venture. Coordinated public relations campaign with local media. St. Louis, MO area.

Led product development team which designed, developed and deployed the first commercially available automated underwriting engine to mortgage brokers using a mainframe computer linked with PCs in broker offices. (This was all pre-internet and pre-DU and LP!)Also led strategic initiative to better leverage retail bank branches to source mortgage customers..

Mba, Marketing

Ba, European History, French Literature