Macarthur M. Email & Phone Number

Dallas-Fort Worth Metroplex

Coordinate and manage the implementation of all major initiatives impacting the department, ensuring successful outcomes and alignment with company objectives.Drive the achievement of department and company goals by leveraging reporting, analytics, and the unique strengths of team members.Collaborate with internal business partners, outside agencies, attorneys, and leadership to identify improvement opportunities and anticipate industry trends.Ensure compliance with the Fair Debt Collection Practices Act and Bankruptcy Code, consistently treating accounts in accordance with legal requirements.Develop initiatives to maintain low attrition and increase employee engagement, promoting a positive and productive work environment.Manage daily administrative tasks, operations, and service level agreements, ensuring efficient and high-quality service delivery.Ensure compliance with all local, state, and regulatory requirements, proactively addressing any compliance gaps and taking corrective actions.Identify opportunities for process enhancements and risk control in bankruptcy claims, implementing effective strategies to drive operational efficiency and mitigate risk.Collaborate and consult with peers, management, and the Bankruptcy team to share insights, best practices, and drive continuous improvement.Manage allocation of people and financial resources for the Bankruptcy department, optimizing resource utilization and cost effectiveness.Authored comprehensive job aids and procedures operational workflows, ensuring consistent and efficient execution of tasks across the department.Conducted interviews, evaluated candidates' qualifications, cultural fit, salary negotiations, and potential contributions to the team and organization.Developed comprehensive training materials utilized by the training and development team to onboard and equip new hires with the necessary skills and knowledge to succeed in their roles.

Plano, Texas

Lead, plan, and organize a team of 8 - 15 bankruptcy specialists. Responsible for Transfer of Claims, Notice of Appearances, Agreed Orders, Motion for Reliefs, Acquisitions Setups, New Bankruptcy Filings Setups, Bankruptcy Closings, Proof of Claims and Credit Disputes for chapter 7/12/13 cases.Cleared an aged acquisition inventory of 750+ loans within 3 months of my hire date.Cleared an aged closing inventory of 400+ loans out of SLA loans to 98% in SLA compliance in 6 months.Cleared an aged motion for relief inventory of 3500+ loans; which marked the first time this process did not have a backlog in over five years.Provide guidance and develop team members through a combination of day-today management, delegation, monthly one-on-one coaching, counseling, and performance management.Ensure compliance with Line of Business, Department, Investor and Regulatory rules by developing, implementing, and maintaining policy and procedures to maximize efficiency and achieve department objectives.Handle personnel responsibilities such as hiring, terminations, promotion recommendations, disciplinary activities, attendance monitoring, payroll submission and staff training. Establish performance measurement metrics for team members and conduct monthly performance evaluations based upon those metrics to ensure compliance with department, investor, and regulatory requirements. Track individual performance and provide quality feedback to team members.Develop and produce written communications, emails, training materials, and procedures, with the ability to communicate information in a manner easily understood by various levels of individuals and management throughout the department and company.Oversee special projects and assignments as requested in an accurate, timely and professional manner.Proactively identify opportunities for improvement in existing procedures and processes.Collaborate with other departments to ensure prompt resolution of identified gaps

Dallas/Fort Worth Area

Drove attorney performance up from 69.9% in August 2014 to 96.79% in August 2015.Awarded the 2014 Service Conference Award, which recognizes highest preforming team members in Home Lending Servicing, Retail Fulfillment, National Underwriting, and Production Risk ManagementExceeded performance exceptions and earned a perfect score on my semi-annual and annual reviews for three consecutive years.Developed and regularly enhanced quality control assessments to guarantee 3rd Party Vendors abide by Wells Fargo rules, applicable laws, and government regulationsLead team of eight and ensured proper execution of 750 risk-based monthly Foreclosure Mediation and Bankruptcy Mediation auditsPerformed root cause analysis of findings identified by internal quality control team, which is used to develop action plans for program updates and team member coachingTrained and mentored eight team members; acted as a their point of contact regarding any issues of quality performance and testingResearched and developed a job aid that was used by Mediation Audit Team, Internal Quality Control Team, Operations Line of Business, and 3rd Party VendorsCollaborated with manager to implement solutions to address any gaps identified in policies and procedures; provide ongoing support to management and manage various projects

Dallas/Fort Worth Area

Lead a team of three quality assurance auditors, which included training, planning work, appraising performance, coaching and problem resolution Optimized several audit processes by identifying opportunities for improvementLed monthly calibration meetings with team of eight, providing line of business updates and audit deadlinesPrepared thorough audit report summaries to address any areas of concern, identify external control risks, and ensure compliance with the Office of the Comptroller of the Currency (OCC) and Consent Order, Consumer Financial Protection Bureau (CFPB) guidelinesCreated ‘New Hire’ training curriculum, which is used by our Learning and Development team to ensure each employee is set up for successAwarded ‘Employee of the Month’ for November 2014

Addison, Texas

Reviewed various time sensitive audits including foreclosures, evictions, and bankruptcies that were referred and completed by 3rd party attorney firms to identify gaps and inconsistenciesEnsure problems and identified risk are clearly documented and communicated to the appropriate parties for timely resolutionsHandled several ad hoc projects for the executive teamDeveloped and maintained effective working relationships at all levels; provided ongoing support and training to colleaguesRecognized every month for achieving ‘Top Ten Team Member Quality Control’ scores

Dallas/Fort Worth Area

Performed quality control testing for one of the Big 4 banks regarding consumer relief judgement of the National Mortgage SettlementReviewed each account to ensure proper guidelines and procedures were taken for Modifications, Short Sales, RefinancesCreated job aids to assist testers in verifying test data and notify client of specific assessment improvements needed for accurate testingDeveloped test plan documents for client to present to National Mortgage Settlement monitor

Lewisville, Texas

Assisted borrowers with determining their eligibility for HAMP and alternative loan modifications; calculated their debt-to-income ratioProvided borrowers with a detailed breakdown of their escrow account analyst to address any concerns and questionsLed my team of five as the primary credit dispute analyst for resolving escalated credit disputes via Automated Consumer Dispute Verification (ACDV) and Automated Universal Dataform (AUD) using E-OscarHandled highly confidential information with the utmost discretion

Nacogdoches, Texas

Assisted with employee development by providing training, mentorship, performance appraisals, and ongoing supportAddressed and resolved various customer issues in an accurate and timely mannerExercised independent judgement, decision-making, and problem solving abilities within a high-volume customer service environment