Lyndi Wade Email & Phone Number

Texas, United States

Dallas, Texas, United States

Piloted and developed the role of the internal Ombudsman, which served as the internal advocate for the customer, including the development of the Policies & ProceduresReported to the EVP Risk Management & EVP General Counsel to identify potential compliance risks & regulatory violations, specifically UDAAP concerns.Developed & reported KPIs to promote performance improvement and to mitigate risksImplemented a new reporting suite (NICE Analytics). Provided the reporting requirements & led the rollout of NICE Analytics Reporting System. Provided training, access, & support to internal users.Conducted targeted investigations focused on process gaps, inefficiencies, or areas needing improvement, resulting in process changes & an improved customer experience.Summarized and presented results on a regular basis to executive management and the Enterprise Risk Management Committee with a focus on identifying key risks. Presented findings and improvements to the Board of Directors quarterly.

Irving, Texas

Special Accomplishments:Created a knowledge database to improve user experience Maintained a 2.5% attrition rate in a high-turnover environment Increased productivity by 10% through engineering web-based messagingLed a 25% reduction in credit disputes and personnel savings of $77kLed overall productivity increase of 13% and an annual savings of $74k through altering workflow for our assumption processReduced complaints associated with research by 75%

Irving, Texas, United States

Managed 400+ employees in our offshore location through Tata Consultancy Services. Trained and implemented quality control measures for outsourced agents. Facilitated weekly meetings executive leadership, to ensure agent quality; resulting in NationStar DBA Mr. Cooper being awarded the 2014, “First Call Resolution Best Practice” award from SQM. Improved communication amongst various departments by conducting thorough data analysis and reporting for our Research Department.

Irving, Texas, United States

Researched, analyzed, and responded to customer disputes. Performed data analysis and identified trending to provide to superiors.

Irving, Texas, United States

Assisted customers with inquiries regarding their mortgage loans, resolved disputes, routed any escalations to specialist groups. Exercised soft skills such as de-escalation, active listening, and expressing empathy while being customer facing.