Kiki Moe-Clemon Email & Phone Number

Irving, Texas, United States

Manage Payment Processing and Payment Exception teams with two managers, 9 onshore and 10 offshore associates. Develop efficient processes the meet regulatory, state and investor requirements with solid controls to mitigate risk. Manage the relationship of 2 payment vendors.• Process approximately 380,000 payments and 2,900 payoffs monthly meeting regulatory time lines to provide excellent customer experience • Create solid controls that reduces risk and decrease company losses by 30%• Implement process improvements which reduced the Cash annual operating budget by 2 FTE• Work with other lines of business to create solid process flows and communication to increase process service level agreements by 20%• Set up and manage a new digital payment vendor to eliminate 6,000 physical checks being received at the Irvine, CA office• Develop and coach associates meeting monthly business goals with a 0% turnover rate

Addison, Texas, United States

Built internal servicing processes, selected and set up new vendors and hired new teams when the company took over servicing their loans internally instead of outsourcing. Created and managed cross-functional teams including Payment Processing, Special Loans, Investor Reporting, Investor Accounting and Lien Release. • Selected, on boarded and set up multiple vendors including payment lockbox vendor, lien release vendor and Investor Reporting vendor. • Hired and trained new staff and created procedures for all departments with investor approval • Identified and implemented strong controls to eliminate risk resulting in efficient, well-managed audit ready processes• Set up department key performance indicators and management reporting to ensure all processes are being performed accurately and meet all regulatory and investor requirements • Received training and trained the staff on Fiserv system • Managed the relationship of 3 Loan Administration vendors

Farmers Branch, Texas, United States

Supported Loan Administration teams to mitigate risks and enhance processes to ensure compliance with regulatory and investor requirements. Identified and assisted in implementing process improvements and cost savings within the cash management team. • Partnered with the payment processing team and identified 3 process improvements that helped save department expenses equal to 1 FTE• Created new process controls that reduced quality errors by 30% and reduced company write offs • Managed cash projects such as implementing on line decisioning with the lockbox vendor and setting up a new vendor to assist with continuing ACH recurring drafting on newly acquired loans • Identified and remediated risks resulting in efficient, well-managed, and audit ready processes

Plano, Tx

Manage cross-functional teams including Cash and Lien Release with two managers and 24 FTE. Implement process improvements and create solid controls to mitigate risk. • Process approximately 220,000 payments monthly, 2,000 Lien Satisfactions monthly with solid controls to ensure processes meet all regulatory, state, and investor requirements.• Identify and remediate risks resulting in processes that are efficient, well-managed, and audit ready.• Implemented process improvements which reduced the Cash annual budgeted operating expenses by $50k.• Reduced quality errors by 50% while improving compliance requirements by 30% and increasing customer satisfaction through managing the transition of Lien Release vendors.• Achieved and maintained 85%+ in Associate engagement scores in all cross-functional teams• Develop and coach associates meeting monthly business goals with a 0% turnover rate.

Plano, Tx

Managed cross-functional teams including Cash, Investor Reporting and Investor Accounting with a total of three managers and 25 FTE. Also managed department budgeting expenses, risk management and Investor relationships.• Successfully managed FNMA Call in Elimination and implementation of 100 new reports and maintained “Green” Investor score card results.• Developed and implemented policies and procedures that ensured compliance with regulatory reporting and investor servicing agreements, providing consistency and continuity, reducing risk, eliminating downgrades by rating agencies and avoiding compensatory fees to stakeholders.• Reduced errors and increased Investor scorecard results through implementation of process improvements by automating the loan reject and reconciliation process.• Implemented Tableau dashboard reporting for Cash which resulted in Green productivity and quality results.

Plano, Tx

Managed a team of two managers plus 12 FTE, department budgeting expenses, staffing needs, risk management and Cash vendor relationships.• Certified both Payment Processing and Cash Exception processes through Stage 3 SLQ2CQ (Six Sigma / Lean).• Managed Cash conversion of all Home Equity loans from ALS (Advanced Loan system) to MSP (Mortgage Processing system).• Directed servicer transition moving Home Loans cash functions from ING Direct to Capital One. • Created and managed multiple models that tracked team performance and increased efficiency. • Ensured associates were compliant with required regulatory and legal guidelines with increased quality scores to meet or exceed the 95% department goal.

Plano, Tx

Managed team of two managers plus 13 FTE, department budgeting expenses, risk management and staffing needs. Business Process management certified. • Transitioned Special Loans team from Chevy Chase Bank to Capital One when Capital One started servicing mortgage loans.• Developed and implemented policies and procedures and quality controls to ensure compliance with regulatory, state and investor requirements and eliminate risk.• Trained new staff on all Special Loans processes and monitored production to ensure business goals were met.• Designed and implemented reporting that identified process breaks and added process controls.• Created automation and process improvements increasing productivity and quality.

Irving, Tx

Managed a team of 15 FTE, department budgeting expenses, risk management and staffing needs• Developed and coached associates for career and business goal achievement.• Updated and maintained policy and procedures for all Special Loans processes; ensured processes were in compliance with regulatory, state and Investor requirements by creating solid process controls and quality reviews.

Irving, Tx

Managed team of 14 FTE; coached and developed associates to meet all departmental goals and ensure compliance with regulatory and state requirements. Managed escalated calls and assisted with complex call scenarios.

Greater Minneapolis-St. Paul Area