Jennifer Spafford Email and Phone Number

Business Risk and Control - Markets Policy Governance

Product Control - Governance, Policies and Controls

Product Control - Prime Finance

Escalation and high risk loan file portfolio management and assignments.Manage, motivate and guide 10 Quality Assurance Analysts who will perform audits for multiple teams (LOB) in the organization.Delegate and oversee the daily work process of 2 Assistant Quality Assurance Team Leads.Ensure that the Quality Assurance Analysts complete the mandated audit requirements daily.Develop coaching plans and provide feedback to the QA staff based on the observations from the sample Quality Checks performed daily. Review and respond to disputes/ appeals from the multiple teams (LOB) timely.Conduct root cause analysis of the top defects identified each month and track remediation plans.Maintain a 98% minimum Quality Assurance Score monthly.Interview prospective Quality Assurance Analysts.Develop and update training materials.Comprehensive database management: Equator, Sharepoint, Sales Force

Manage a team of eight call center customer advocates and their short sale workflow through the use of Sales Force, Cisco, and Equator systemsCreate a team culture that is in line with AMS Servicing LLC, Arbor, and Bank of America's corporate culture, and valuesCustomer Advocate Coaching and Training- short sale guidelines, systems, selling techniquesWork with upper management, Bank of America's Short Sale Oversight Team and Vendor Manager to address issues within the short sale processManage and refer accounts to escalation team when necessary.Discuss disciplinary issues, and determine a course of action with management and HRReview time cards for accuracy in ADP to be approved by payroll

Prioritizes workload and assigns loan files to the negotiations teamResearching and preparing loan documentation and historyPreparing and submitting short sale packages for bank approvalReview and analyze property valuations, assets and credit reportsProcess files from submission to closingsAbility to structure files based on investor and regulatory guidelinesNegotiate, manage and execute property liquidation subject to defined timelines and regulatory/statutory requirementsDevelop and execute strategies to minimize losses to investors and/or mortgage insurers

Maintains store staff by orienting, and training employeesIdentifies current and future customer requirements by establishing rapport with potential and actual customers through CRM captureEnsures availability of merchandise maintaining inventoriesProtects employees and customers by providing a safe and clean store environmentMaintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and proceduresContributes to team effort by accomplishing related results as needed

Assisted in the successful new store openings- Walden Galleria, Cheektowaga NY, and Natick Mall, Natick MAParticipate in training experiences, learn new skills, and to demonstrate increasing proficiency and expertise with managerial responsibilitiesUnder the guidance of an experienced manager, participate interviewing, hiring, training, coaching, motivation, discipline, performance appraisal, conflict resolution, and the administation of human resources policies and initiativesEnsure accurate and timely completion of banking transactions, daily paperwork, and company reports