Lance Hoar Email & Phone Number

Chandler, Arizona

Gilbert, Az

Dallas/Fort Worth Area

Responsible for managing Company's largest Servicing Center which included mortgage, auto, and unsecured loan volume over $144B and 1.2M units. Successfully improved delinquency, production, and quality in two Service Centers while growing them by over 300% in both employees and units. Managed 5 Directors and 22 Managers that oversaw the daily activities of 160 front-line employees who handled customer service inquiries, collection requirements, and Single Point of Contact questions.Direct and indirect portfolio management experience for Fannie Mae, Freddie Mac, Bank of America, VA, and FHA. Worked closely with Legal and Compliance to ensure conformity within responsible departments in the current regulatory environment. Managed the development and analysis of all call center metrics, delinquency, cure & telephone statistics and ensure proper integration into daily workflow. Overseen the department’s hiring, training, employee satisfaction, and employee improvement programs. Identified and drove process improvements that improve customer experience, lower costs and ensure high level of performance. Member of analysis team in prioritizing potential process gaps and ensuring remediation plans to effectively deter future occurrences.

Rapid City, South Dakota Area

Directed 5-6 Managers that oversaw the daily activities of 40-50 employees who negotiated collection and loss mitigation workouts for all delinquency buckets, including specialized teams for processing modifications, short sales, deferrals, extensions, and Deeds in Lieu, as well as handled portfolio oversight for GSE and non-GSE portfolios.Forecasted and analyzed department performance and set production standards. Reviewed and revised policy and procedures against current industry standards. Set monthly department objectives and incentives. Maintained monthly metrics goals which included roll rates and charge offs.Part of a team that lead implementation of CFPB servicing rules, which included processes and controls around early intervention, notice requirements, Loss Mitigation response timelines, Single Point of Contact structure, and website updates.Managed a foreclosure group that was responsible for loan reviews, referrals, processing affidavits, meeting timelines on each file, and closely monitoring attorneys.

Rapid City, South Dakota Area

Designed, implemented, and managed department strategy in conjunction with senior management. Managed the development and analysis of all Call Center metrics such as delinquency, telephone statistics, and ensure proper integration into daily workflow.Reviewed Collection’s use of dialers and account penetration while implementing necessary adjustments based on trends and other internal factors. Participated in industry round table discussions to ensure the department and Company are staying up to date and competitive.Resolved client/customer complaints; reviewed and updated correspondence to customers on an ongoing basis.