Lisa Gibson Email & Phone Number

CONSULTANT, BUSINESS RISK OFFICE, CAPITAL ONE HOME LOANSWorked and remediated a pipeline of tested and identified business risks related to originations and servicing to include; Systematic scripting issues, third party vendor breakdowns and one-off issue/events.  Initiated triage, (intake) process from testing, audit, self-identified business risk. Vetting the risk with the business, legal, and compliance to obtain final remediation approval.  Remediating all risk as it pertains to specific servicing guidelines to include: ARM discrepancies, rate renewal calculations and human errors. Monitoring and driving remediation closure.

Managed regulatory servicing guidelines and 100% compliance between the Consumer Financial Protection Bureau, (CFPB) and Nationstar Mortgage. Motivate and coach team of 12 – 15 agents. Monitor changes in state and federal regulations to ensure ongoing compliance.  Exceeded resolution production goals and QA scores governed by the departmental senior vice president consistently.  Loan servicing from origination/loan boarding to include: Specific servicing guidelines, regulatory correspondence, payment processing, default, loss mitigation and REO through liquidation.  QC/QA metrics and execution/Technical writing. Trained top agents for management opportunities. Achieved 100% CFPB compliance for 13 consecutive months.

Functioned as primary point of contact for investors and 3rd party client inquiries. Directed investor reporting and reporting exceptions. Managed and motivated team of 7 – 12 agents. Handled escalated matters in absence of vice president. Developed departmental P&Ps that were published to intranet. Utilized detailed reporting to determine business gaps and process improvements. Attended continuous training and leadership development to enhance business strategies and keep up with legal and governmental guidelines.  Developed departmental policies and procedures that were disseminated and still used today. Special loan servicing to include: Specific investor requirements, Deutsche Bank, Bank of New York Mellon Loan boarding and service transferring. Loan servicing from origination/loan boarding to include: performing loans, default, payment processing, loss mitigation and REO through liquidation.  Investor reporting (default and performing portfolio) and custodial account reconciliation. Created and utilized detailed reporting to determine business gaps and process improvements.

Managed contractors and vendors. Managed valuation, brokers’ price opinions, and hazard claims. Reviewed in excess of 1,000 loans daily for preservation and inspection needs. Became servicing SME to FHA, VA, Ginnie Mae, Freddie Mac, Fannie Mae and Conventional guidelines. Provided alternatives for best practices to improve productivity and quality. Provided training to off-shore employees. Vendor management.

Developed client book as well as new clients for the entire branch.  Obtained series 6, 7, and 63 licenses. Provided suitable investment recommendations for clients. Achieved and exceeded monthly sales goals. Recruited, trained and coached for a single branch of 16.