 Designed, developed, implemented and presented training sessions for new hires, seasoned staff, management, and quality assurance teams Regularly presented to groups ranging from 5 to 50 people, in sessions ranging from 30 minutes to 4 weeks Facilitated numerous new hire training classes, each lasting 4 weeks Developed and implemented Loss Mitigation Product Manual (52 pages) for the Loss Mitigation Single Point of Contact team, detailing eligibility and underwriting guidelines for all retention and liquidation workout solutions available for mortgage loans held by Fannie Mae and Freddie Mac, as well loans insured by FHA, VA, USDA and FHLBI Developed and implemented Loan Counseling Team Lead Manual (130 pages), detailing all internal policies and procedures, external regulations and audit compliance requirements that Loan Counseling Team Leads are expected to follow Assisted with development and implementation of Loan Counseling Main Manual (150 pages), detailing all internal policies and procedures, external regulations and audit compliance requirements that Loan Counseling agents are expected to follow Conducted bi-weekly huddle sessions with staff to keep them informed on procedural and process changes and general team communications Trained Collections and Loss Mitigation Single Point of Contact staff on the following systems: Mortgage Servicing Platform (MSP), Back in the Black, Integrated Document Management (IDM), Western Union Speedpay , PeopleSoft among others

 Managed Team of 10 to 12 Collections Agents Coached each team member on various ways to improve collection numbers and phone statistics Analyzed and interpreted reporting data daily to identify trends and set strategic directives for the team Conducted bi-weekly team meetings to communicate issues, concerns and various process and procedural changes Handled escalations for Collections accounts Researched and resolved a multitude of loan level Collections issues, ranging from simple misapplied and missing payment problems to complex and unique situations that required initiating contact with various departments around the bank Regularly interviewed new hire candidates for Collections Implemented previously designed new hire training procedure for entire collections group Conducted all new hire training for the group Conducted training for new team leads Conducted Enterprise Monitor training sessions with managers from the Default Group when they transitioned to Aspect Conducted monthly quality assurance call monitors and task audits for all team members Developed Western Union Speedpay procedure currently being used by the department Assisted in the development of multiple other procedures currently in use

 Managed team of 10 to 12 cross trained Loan Counseling/Loss Mitigation agents Temporarily managed the entire group of 25 agents Coached each team member on various ways to improve collection numbers, phone statistics, as well as ways to de-escalate and handle irate borrowers Conducted bi-weekly team meetings to communicate issues, concerns and various process and procedural changes Handled escalations for both Collections and Loss Mitigation accounts Researched and resolved a multitude of loan level Collections and Loss Mitigation issues, ranging from simple misapplied and missing payment problems to complex and unique situations that required initiating contact with various departments around the bank Monitored Loss Mitigation inbound call volume had agents shifted in and out of the inbound overflow queue as needed in an effort to maintain acceptable Loss Mitigation service levels Designed, documented and implemented new hire training procedure Conducted all new hire training for the group Conducted monthly quality assurance call monitors and task audits for all team members

 Handled inbound calls from borrowers with delinquent mortgages and their 3rd party representation with regards to their modification and short sale requests Educated callers on their current loss mitigation status and of necessary documentation and steps needed to move forward with the process Advised callers of approvals and denials for their modification and short sale requests when needed Resolved issues on calls from irate borrowers and their 3rd party representation to prevent further escalation Utilized skip tracing and techniques when necessary to contact delinquent customers Conducted verbal financial interviews with delinquent borrowers to identify viable candidates for repayment plans Initiated loss mitigation process with delinquent borrowers when necessary

 Assigned to high risk portfolio of Flagstar-owned mortgage loans Set up acceptable payment arrangements to avoid foreclosure referrals Utilized skip tracing when necessary to contact customers Conducted verbal financial interviews with delinquent borrowers to identify viable candidates for repayment plans, suggesting loss mitigation when necessary Verified whether needed loss mitigation documents were received and advised borrowers of missing documents

 Analyze financial position and identify and implement strategies to rectify aged accounts receivable portfolios based on unique challenges presented on a case by case basis, minimizing loss exposure to company Procure reporting department data on a daily basis to forecast delinquency targets Utilize skip tracing and investigative techniques to locate and contact customers Use negotiation and persuasive reasoning to convince customers to commit to acceptable payment arrangements Initiate repossession, charge off, and litigation when necessary Maintain business relations with various vendors Routinely placed by management into most challenging portfolio in Midwest Territory  Reduced delinquency and loss levels to exceed goals of management for each portfolio assigned Managed various delinquent account portfolios including:  Midwest territory accounts 60-90 days past due Midwest territory accounts 46-75 days past due Northeast territory accounts 25 days past due and higher New York territory accounts 25 days past due and higher