Liz Hoffman Email & Phone Number

Phoenix, Arizona, United States

• Experienced client support team manager responsible for contact center operations, including, but not limited to debt collections, solving customer issues in real-team, and leading team members. • Solve customer issues in real-time• Triage and response to customer escalations and complaints• Drive process efficiencies and improvement across all customer support activities• Provide coaching and feedback to team members to develop a best-in-class operation• Help inform product development and enhancements by synthesizing and delivering customer feedback to senior leadership • Help test and manage various contact center tools and platforms• Work cross-functionally with peers across various stages of the customer lifecycle

Tacoma, Wa

• Responsible for day to day supervision of customer care staff.• Provide daily feedback and assistance to all associates.• Monitor call stats on a daily/weekly basis and provide feedback to staff.• Return all escalated calls within one business day.• Accomplishes customer care objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.• Achieves customer care objectives by contributing customer care information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-care standards; resolving problems; completing audits; identifying customer care trends; determining system improvements; implementing change.• Determines customer care requirements by maintaining contact with customers; conducting surveys; forming focus groups; benchmarking best practices; analyzing information.• Improves customer care quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.• Accomplishes information systems and organization mission by completing related results as needed.• Other duties or tasks as assigned by management.Quality Manufacturing:

Tacoma, Wa

This is a new position in the company and one I am excited to have the opportunity to personalize.

Bellevue, Wa

• Provide day-to day compliance support to branches, Research regulatory issues, document analysis and respond in a consistent and timely manner • Review marketing materials including ads, disclosures, brochures, forms to ensure compliance with applicable laws and regulations, including UDAAP issues. • Coordinates with Management to address compliance issues and to resolve regulatory concerns• Responsible for quarterly and annual upload and analysis of HMDA data: submits final HMDA LAR• Coordinate Licensing and Compliance issues amongst branches

Bellevue, Wa

I am excited for the opportunity to expand my knowledge of the mortgage industry by joining Evergreen Home Loans as a Compliance Specialist.

• Provided high level resources to Loan production team and customers bridging the mortgage experience from closing through loan servicing• Responsible for high level security and access of employee and affluent customer loan data• Acquired extensive experience with Black Knight Financial Services’ LPS core loan servicing system including: new loan acquisition, follow-up task management, tax service, hazard insurance service, flood determinations, and transaction processing• Collaborated with Operations team to automate and streamline transfer of loan data to loan servicing vendor• Cleared backlog of 15,000 missing documents for completion of servicing records• Created oversight process for releasing jumbo loans to various investors• Conducted daily QA/QC steps before transfer of loan data to servicing vendor• Resolved escalated customer issues and complaints promptly• Partnered with loan officers to bridge communication between funding and servicing• Reported and resolved various customer service and complaint metrics to senior management and legal team• Collaborated with team members on various critical projects• Completed compliance training in identity theft, Red Flags, BSA/AML, OFAC basics, mortgage fraud, Equal Credit Opportunity, Fair Lending, Fair Credit Reporting, RESPA, UDAPPs, and SCR

University Place, Washington

• Earned fast-track promotions by accepting increasingly responsibilities for operations management• Oversaw all business units including sales, finance, human resources, marketing and operations• Served as sole business development and client relationship manager for top 5 volume customers• Landed government contracts for title service through open RFP process including: tax lien service for Pierce County Budget and Finance as well as sewer liens for Pierce County Sewer Department• Gained thorough working knowledge of customer service, title examination, recording, accounting, reconveyance, escrow closing and document signing• Maintained consistent focus on cost savings without sacrificing high levels of customer service, compliance, quality control and underwriting• Launched new escrow division and successfully added two additional escrow branches• Participated in purchase, underwriting and auditing of contract receivables secured by Deeds of Trust and real estate contracts• Implemented title examination QA/QC process which reduced future legal issues by 95%• Improved title examination turnaround from 3 days to 24 hours by introducing automated and streamlined processes • Recruited, trained and supervised staff of 48• Allocated and coordinated personnel and resources to meet variations in monthly workflow volumes• Organized corporate board and shareholder meetings and maintained all corporate stock records including purchases and sales• Completed quarterly financial reports• Negotiated and oversaw third party vendor relationships• Negotiated tenant leases in corporate-owned building• Developed company processes and procedures• Managed and reconciled 15 bank accounts with balances up to $200MM