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• Provide influential leadership, coaching, and mentorship to 15 Banking Center Managers. • Attract, retain and develop talent to increase bench strength, improve productivity, proficiency and overall competitive position in the market.• Lead the team in developing and executing best practices to increase customer engagement and relationship deepening within the context of market conditions, opportunities and risks. • Develop and leverage relationships with key partners to drive… Show more • Provide influential leadership, coaching, and mentorship to 15 Banking Center Managers. • Attract, retain and develop talent to increase bench strength, improve productivity, proficiency and overall competitive position in the market.• Lead the team in developing and executing best practices to increase customer engagement and relationship deepening within the context of market conditions, opportunities and risks. • Develop and leverage relationships with key partners to drive integrated business results.• Ensure execution and sustainment of key controls and risk oversight. Show less

Manage a Loan Modifications unit focused on the proper and efficient handling and communications with mortgage customers while in the process of the Home Affordable Modification Program. Responsible for management and development of Loan Modification Groups expanding to 300+; and contracted employees (exempt and non-exempt) focused on the communication to existing customers. Created and manage a centralized unit to ensure handling of customer appeals to the decline of their request for the… Show more Manage a Loan Modifications unit focused on the proper and efficient handling and communications with mortgage customers while in the process of the Home Affordable Modification Program. Responsible for management and development of Loan Modification Groups expanding to 300+; and contracted employees (exempt and non-exempt) focused on the communication to existing customers. Created and manage a centralized unit to ensure handling of customer appeals to the decline of their request for the Home Affordable Modification Program.Created and manage Processes and Procedures for treatment and handling of specialty accounts, such as those in NV and Attorney General assisted customers.Manage Capacity Plan to assist in hiring and management of the various groups. Developed and manage reporting and trending for process improvements and defining initiatives.Created and manage individual Development Plans for management growth. Show less

• Created and led an Operations Unit focused on the proper and efficient handling of Default Servicing referrals from Non-Profit Organizations, Governmental Entities, Advocacy Groups, and Senior Executives. • Created and Managed Servicer Agreements between Advocacy Groups, such as NACA, ACORN, NHS.• Led Specialty Loss Mitigation operations teams of 15+ Team Managers, 320+ Specialty Servicing associates focused on Prospecting and Fulfillment of all Product and Treatment types, including… Show more • Created and led an Operations Unit focused on the proper and efficient handling of Default Servicing referrals from Non-Profit Organizations, Governmental Entities, Advocacy Groups, and Senior Executives. • Created and Managed Servicer Agreements between Advocacy Groups, such as NACA, ACORN, NHS.• Led Specialty Loss Mitigation operations teams of 15+ Team Managers, 320+ Specialty Servicing associates focused on Prospecting and Fulfillment of all Product and Treatment types, including HAMP, FHA Hope for Homeowners, and HAFA (Short Sale and Deed In Lieu).• Developed end-to-end Processes and Procedures, including training, communication, and metrics within the various groups for Prospecting and Fulfillment of all treatment options and product types.• Created and Executed high project initiatives such as OHP Travel Team, Calling Strategies, Marketing, Off-Shore Processing, DRI Strategies and Reporting, and the Branch OHP Team.• Led the implementation of Treatment Plans within various groups for specialty handling, such as HAMP, NonHAMP, and FDIC. Show less

Assistant Vice President; Loss Mitigation Manager • Led a Loss Mitigation operations unit of 20+ Mortgage Servicing associates under the HAMP/MHA Program guidelines. • Led the team to successfully reduce losses by negotiating various treatment types through structured development, one on ones, and mentorship. • Increased efficiency by 18%, reduced staff need by 9% through developing process efficiencies along with the proper metrics for accountability and development of associates.

• Led multiple high cost projects through the Project Life Cycle for all Default Servicing Projects including telephony (IVR), site strategy (open and closing of sites), and system conversions and enhancements. • Led and executed on 15+ complex projects at a given time, exceeding budget of 1+ million in expenses.

• Led a Specialty Operations of 3+ Team Managers, 30+ associates within Canada, India, and the U.S. Focused on monitoring of processes, ensuring compliance with regulatory requirements such as Fair Debt Collections Practices, and customer treatment guidelines establish as best practices. • Developed and executed on measurements for success in line with Gallup Survey Results and Regulatory Requirements for all of Default Servicing.• Conducted International Audit, focused on the business… Show more • Led a Specialty Operations of 3+ Team Managers, 30+ associates within Canada, India, and the U.S. Focused on monitoring of processes, ensuring compliance with regulatory requirements such as Fair Debt Collections Practices, and customer treatment guidelines establish as best practices. • Developed and executed on measurements for success in line with Gallup Survey Results and Regulatory Requirements for all of Default Servicing.• Conducted International Audit, focused on the business processes and procedures measuring effectiveness of controls. Show less