Jennifer Conaway Email & Phone Number

Texas, United States

Frisco, Tx, Us

United States

Managed technical support team for mortgage loan operating systemCreate/Write user stories and prioritized JIRA backlogCreate and maintain dashboards and reports for both the technical support team and operationsCoordinate ICE case tracking and reporting using Ellie Mae's platformGuarantee that service level agreements (SLAs) are adhered to, facilitating the smooth progression of blocked loans in the systemCollaborate closely with other Product Owners and Operations to initiate permanent solutions, as well as offer temporary workarounds for business needsIncreased operational efficiency

Recognize operational deficiencies spanning multiple groups and implement corrective measuresLead projects related to Broker Direct initiatives encompassing technology, policy, and regulatory aspectsConduct audits for risk and compliance remediation effortsDevelop and supervise monitoring reportsRevise and formulate policies and proceduresStand-up offshore resources for credit including training materials, training timetables, audit systems, continuous quality assessments, and remediation.

Frisco, Texas

Oversaw {12} quality assurance initiatives from conception to completionOversee offshore implementation activities, which involve liaising with government authorities for licensing, securing office space, ensuring information security, and recruitmentAchieved 100% accuracy in payroll coding, affecting {200+} personnel, by optimizing the organizational structureAccountable for handling ad-hoc projects and administrative requirements to support operational needs

Plano, Tx

Tasked with obtaining lift of various OCC, FRB, and CFPB Consent Orders across different areas, including Foreign Exchange, AML, Article IV, SCRA-Collections, and Mortgage ServicesDeveloped and implemented a Comprehensive Action Plan with {5} key Lines of Business, Risk, Compliance, and Legal teamsOrchestrated the activities and routines for each work stream within the LOBS to maintain a consistent approach and reportingCoordinated with Executives from all LOBS, Risk, Legal, and Compliance to provide updates on ongoing performance regarding individual consent orders and to ensure their long-term complianceExamined and authorized the evidence submitted in support of the CAP to ensure it conformed to regulatory standards before submission

Plano, Tx

• In an Enterprise Vendor Management capacity, I played a pivotal role in facilitating the seamless introduction of a new Vendor Management Program.• Oversaw vendor relationships, encompassing on-site evaluations, assessing quality performance, addressing remediation efforts, and reviewing contracts.• Conducted and supplied materials for monthly vendor governance meetings involving LOB, Risk, and Compliance Executives.• Led the transition of external groups into the R&W space, which included personnel, process integration/redesign, and training.• Established a Centralized QA department within the R&W space, catering to multiple LOBs with diverse requirements.• Directed process enhancement projects across various segments within the organization.• Undertook various ad-hoc projects as necessary for the Reporting and Analytics and Technology teams.

• Oversaw vendor and offshore programs, collaborating with Vendor Management and MST to prepare vendor and offshore staff through training, provisioning equipment, and providing system access for various initiatives such as Timely Mod, DOJ, Trial Payment Monitoring, and Collection.• Contributed to the development of Statements of Work (SOW) and Requests for Proposal (RFP) for potential new vendors or outsourcing endeavors.• Ensured the implementation of appropriate reporting and controls and ensured vendor production reached a "steady state" before transitioning to the LOB.• Managed projects and initiatives driven by Compliance and Program Management across multiple investor segments.• Functioned as the Partial Payment Program Manager, achieving a significant improvement in Partial Payments from being below 60% within the Service Level Agreement (SLA) to 98% within the SLA.

Plano, Tx

• Orchestrated the entire project workflow across various initiatives in the line of business, covering tasks such as Document Defect Reduction, Critical Defect Resolution, Manual Conditions Reduction, Reg-X Compliance, and Offshore Audits Post-Purchase.• Identified issues, formulated action plans, executed project phases, and assessed results.• Assumed the role of Relationship Manager responsible for supervising the offshore audit process within Correspondent Lending. This entailed expanding the offshore team, enhancing the audit process to include advanced asset validation, NOV audits, and 4506T reviews, establishing a reporting framework, developing, and maintaining training materials, and aligning the audit procedures with those of Corporate Quality Control.• Oversaw Self-Identified Audit Issues and addressed "Red Issues."• Maintained consistent communication and delivered project status updates and reports to Executive Management.

• Spearheaded performance audits aimed at evaluating credit quality and identifying opportunities for process improvement within Wholesale Centers.• Formulated remediation strategies and collaborated extensively with the Wholesale Line of Business to enhance the Centers' performance.• Investigated and examined issues affecting marketability, leading to the implementation of process improvements.• Assessed policies and proposed updates or process corrections based on the evaluations of the centers.

Plano, Tx

• Oversaw a team comprising Underwriters, Underwriting Specialists, and Production Staff.• Provided training and mentorship to both new and existing members of the Underwriting and Production Staff, ensuring their proficiency in Product, Process, and Policy knowledge while fostering collaboration with Sales Partners and Brokers.• Collaborated with management to attain and sustain compliance with Credit Risk Policies and Procedures.• Managed exception requests, monitored turnaround times, upheld quality and precision standards, and ensured that daily production volume consistently met or exceeded set objectives.• Achieved a consistent ranking as the Top Producing Team, setting funding records across various markets.• Cultivated relationships with Area Managers to enhance service delivery to our Brokers and Borrowers.