CALIBER HOME LOANS, INC., Coppell, Texas 2017 to PresentAVP, Business ControlsManage Servicing and Operation Issues MAPs (Management Action Plans). Business Controls issues management offers a centralized unit, objective and collaborative risk identification and sustainable mitigation of various issues impacting the Servicing and Operations platforms. Promote visibility, consistency and efficiency by using a… Show more CALIBER HOME LOANS, INC., Coppell, Texas 2017 to PresentAVP, Business ControlsManage Servicing and Operation Issues MAPs (Management Action Plans). Business Controls issues management offers a centralized unit, objective and collaborative risk identification and sustainable mitigation of various issues impacting the Servicing and Operations platforms. Promote visibility, consistency and efficiency by using a disciplined approach to evaluate and improve the effectiveness of business controls oversight and change management. First line of defense for risk awareness and prevention, detection of process and control deficiencies, operational and governance oversight as well as issue resolution. Core values: Quality (process maturity and data integrity); Unity (collaborative partnerships and shared accountability); Efficiency (streamlined execution and sustainable performance; Solution-Minded (proactive focus and strategic action) and; Transparency (see above).CALIBER HOME LOANS, INC., Coppell, Texas 2017 - 2019Regulatory Audit Coordinator, Regulatory ManagementFulfill numerous requests in response to regulatory audit requests, state exams, subpoenas, and Civil Investigative Demands. Partner closely with executive leadership for both servicing and originations platform as well as internal and outside counsel to sufficiently provide detailed documentation and data to answer demands from regulatory bodies. Show less

Project Manager, Loan ServicingProject initiation, planning and execution – Maintain guidance throughout entire project life cycle from requirements to delivery. Pull together team, assign roles and account team members to research and define requirements. Partner with Business Analyst to draft Business Requirements Document and procure approval for project implementation. Delegate work plans, communicate progress and project timing to functional managers, program manager and project… Show more Project Manager, Loan ServicingProject initiation, planning and execution – Maintain guidance throughout entire project life cycle from requirements to delivery. Pull together team, assign roles and account team members to research and define requirements. Partner with Business Analyst to draft Business Requirements Document and procure approval for project implementation. Delegate work plans, communicate progress and project timing to functional managers, program manager and project sponsor. Maintain project scope to ensure consistent with business solution and servicing initiatives. Projects include: • Compensating Interest – Project included historical data review, identification of business processes preventing timely payment postings, and the incorporation of a new design element to use escrow funding FNMA short payoffs.• Discontinuance of Federal Reserve Board CD Index. - Project included the coordination and systematic replacement of current indices with LIBOR Indices, averaging of new indices to ensure comparable substitution and the development of customer notification in compliance to servicing regulations and according to terms in the Mortgage Note.• Debt Validation- Researched applicable laws and regulations, reviewed systematic controls and compiled project summary for hand off to Technology Services (Enterprise Project) Show less

Developed reporting and workflow tools to improve processing efficiencies and reduce risks. Maintained data and report definitions and documentation. Provided management with analysis and supporting reports that enable data-driven decisions. Partnered with Technology and the business to rationalize existing reports, obtain data and created new reports. Utilized extensive mortgage servicing background to ensure the company continued to evolve in its data integrity, analysis and reporting… Show more Developed reporting and workflow tools to improve processing efficiencies and reduce risks. Maintained data and report definitions and documentation. Provided management with analysis and supporting reports that enable data-driven decisions. Partnered with Technology and the business to rationalize existing reports, obtain data and created new reports. Utilized extensive mortgage servicing background to ensure the company continued to evolve in its data integrity, analysis and reporting capabilities in an environment of continuous improvement. Managed the prioritization and support of impromptu requests. Spent time in various business units to better understand their operations. End-to-end process owner over multiple business units. Selected Accomplishments:- Facilitated the Telephony and operational shut down of a mortgage servicing platform.- Developed business wind down plan to seamlessly reduce technology needs while maintaining customer experience.- Implemented specialty agent queue with targeted skills promoting efficiency during peak volume periods. - Project leader for company-wide move of 500+ employees; successfully transitioned to new location with minimal impact to business operations.- Developed and conducted training for regulatory mandates, effectively transitioning team members from other business units to maintain production goals.- Reduced department AHT (Avg. Handle Time) utilizing technology tools to equip agents in handling complex regulatory inquiries to preserve service levels. - Lead engineer for reporting expansion for both the Customer Service Call Center Metrics and Customer Experience Surveys- Coordinated customer response and resolution for a business process change adversely effecting a specific customer population (Credit Line Suspensions) Show less