Kylee Snyder Email & Phone Number

Tulsa, Ok, Us

Responsible for all customer-facing activities; Contact Center, Customer Correspondence, and Complaints in fast-paced environment.• Trained internal team members responsible for resolving internal and external customer service and research requests. Training resulted in 5% faster resolution by creation of best practices.• Acted as Subject Matter Expert for Digital Mortgage Experience website via the Banks online Banking site. Recommended six upgrades to the customer experience, four of which were implemented.• Coordinated and approved responses to QWR, CFPB, and BBB complaints. Leading teams to consolidate responses.• Administered the team responsible for monitoring all credit correction and Successor in Interest requests. Ensured 99.7% accuracy.• Worked with internal partners and Loan Officers to determine root cause and resolution for consumer issues/complaints. Participated in four projects that improved the complaint rate.• Created Mortgage Servicing 101 roadshow to provide loan officers tools on how to assist borrowers with common loan servicing questions. Roadshow increased accuracy of loans by 5% and is now a standard part of the training program.• Facilitated weekly team meetings, 1:1, and individual monthly talent development meetings for direct reports. These meetings solved problems collaboratively and motivated team to increase creative suggestions for process improvements. Able to delegate stretch assignments during these meetings.• Developed plans for strategic direction, talent management, and leadership development

Tulsa, Ok, Us

• Responsible for the training and development of all mortgage servicing contact center staff. This included program design using adult learning principles and understanding of organizational design.• Created a New Employee Orientation curriculum that included information on organization structure, products, key performance indicators, and best practices.• Assisted in processing escrow transactions to ensure accurate on-time disbursements with internal and external partners. • Responsible for performing monthly oversight of Sub-servicer tasks and escalations• Monitored and assisted in responding to QWR, CFPB, and BBB complaints. Was the Subject Matter Expert in legal complaint research.• Subject Matter Expert for Credit Disputes within eOscar and internal Mortgage Servicing systems. Resolved 99% of credit disputes within 5 days.• Created, documented and performed tests on Department Policy and Procedures to ensure compliance to processes.• Participates in audits from regulatory agencies• Worked with key Loan Officers to determine root cause and resolution for consumer issues/complaints

Midland, Texas, Us

• Responsible for the servicing of all 555 mortgage loans in the Credit Union portfolio• Trained internal team members responsible for resolving internal and external customer service and research requests.• Assist in processing all escrow transactions to ensure accurate on-time disbursements with internal and external partners. • Facilitated conversion from one core banking system to another within 4 weeks to integrate all mortgage loans. • Monitors and assists in responding to QWR, CFPB, and BBB complaints• Writes and performs tests on Department Policy and Procedures• Participates in audits from regulatory agencies• Designed and trained internal team members on how to run an escrow analysis in FICS • Worked with our SWBC Loan Officer to determine root cause and resolution for consumer issues/complaints • Performed bi-weekly meetings with accounting teams to ensure proper posting of mortgage payments from the Credit Union core banking system.

Plano, Texas, Us

• Developed online eLearning content for the entire organization. Needed to diagnose training needs through needs assessment while maintaining vision of company culture.• Created and developed video job aids for internal users and consumers. This improved quality and decreased customer calls.• Perform root cause analysis to find training opportunities for both internal and external consumers• Assisted marketing on consumer-facing content both print and video. • Provided leadership as Acting chair for Project Spark employee spirit committee. This team worked to improve culture in innovative ways and influence employee loyalty.

Madison, Wi, Us

I have developed all internal training curriculum using Articulate 360 and the Adobe suite for CFPB compliance. I have become a key point manager, assisting in change management, training of new executives and implementing new associate on boarding.I create training video modules using GoAnimate to engage employees within training programs enchaining employee competencies by 20%I writes, cast, and direct all customer facing videos showing a cinematic side of mortgage servicing. Conduct biweekly training in corporate offices on Servicing for new Loan OfficersProvides training to Loan officers and internal departments.Provide Servicing updates on company wide weekly call reaching up to 1,500 employeesDesigns all Servicing marketing material for submission to marketing.

Madison, Wi, Us

• Responsible for the training and development of 7 team members responsible for resolving internal and external customer service and research requests.• Assist in the processing escrow transactions to ensure accurate on-time disbursements with internal and external partners.• Facilitated set up and training for the manage engine email platform for Fairway Corporate departments.• Responsible for performing monthly oversight of Sub-servicer tasks and escalations• Monitors and assists in responding to QWR, CFPB and BBB complaints• Writes and performs tests on Department Policy and Procedures• Participates in audits from regulatory agencies• Performs weekly team meetings

Madison, Wi, Us

* Deliver consistently superior customer care by meeting diverse customer expectations and being knowledgeable about each borrower’s situation* Work directly on inbound and outbound calls with borrowers experiencing difficulty in loss mitigation or foreclosure process* Provide in depth information about the status of the homeowner’s account, including pending loan modification application and other Loss Mitigation alternatives* Possess expert-level understanding of all modification programs while complying with FHA/VA guidelines and maintain robust knowledge of other non-modification workouts and non-foreclosure liquidation options.* Serve as liaison between borrower and underwriting groups and work to clear any internal process hurdles* Communicate with foreclosure department to provide answers to foreclosure-related questions on the account if loss mitigation efforts do not succeed.* Train and develop new hires on advocacy policy and procedure using department guidelines* Help write and implement new policies and procedures to help better the department

Charlotte, Nc, Us

Handled incoming calls Handled inquires from non profit housing counselorsHandled all accounts payable for customer experience for the advocacy departmentScheduled catering, giveaways and moral boasting activities

* Top sales performer, with a close ratio at 20% or better for more than 6 months in a row.* Held a consistent 1.5 per day average enrollment with a cancellation rate of less than .5%.* Assessed, presented, and consulted an average of 80 prospective clients per week. Enrolled qualifying clients from cold, warm and hot queues. Used proven methods of dealing with objections by clients to hit top close ration in department.* Maintained meticulous records of customer information, interactions, details of inquiries, and comments, as well as actions taken in the company system.* Always kept the company's long-term best interest as a top priority, while adhering to and staying current on all company procedures and guidelines.

* Top sales producer - over $150 sales per hour, with a return percent less than 1.2%.* Supported the store manager in recruiting, interviewing, hiring, and scheduling.* Organized floor moves and signage changes, trained all new employees on presentation standards and company policies.* Responsible for all back end operations, cash drops, change orders and daily audits.