Marcus Bontrager Email and Phone Number
Marcus Bontrager's Location
Medford, New Jersey, United States, United States
Marcus Bontrager's Contact Details
Marcus Bontrager work email
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Marcus Bontrager personal email
n/a
Marcus Bontrager phone numbers
About Marcus Bontrager
Financial services professional with 25 years’ experience in Executive Leadership, operational management, strategic business process redesign, and consulting for multi-national financial institutions. Results driven strategic thinker with a proven track record of leading large origination, operations and servicing channels with integrity, collaboration and respect. In every job I have built and grown my staff into a high performing team through vision, accountability and transformational projects that drive exceptional service and performance to my customers while enhancing organization profitability. I have a passion for performance and have no problem taking the initiative and rolling up my sleeves to get it done. This has led to strong performance results even in highly regulated businesses like mortgage originations, operations and servicing.
Marcus Bontrager's Current Company Details
Marcus Bontrager Work Experience Details
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Evp Call Center OperationsFreedom Mortgage Feb 2017 - PresentBoca Raton, Florida, UsSummary: Responsible for leading the Call Center (Direct to Consumer) operations – with $36B+ annual fundings and 1300+ internal staff. I oversee the processing, underwriting, closing, call monitoring, internal business control (first line risk), CRM, technology and vendor management teams. The Call Center is the heartbeat of the company and major contributor to the bottom line. I have successfully led the call center through both growth and downturn cycles in the market. In all situations maintaining a positive bottom line and a high performing workforce.Highlights: • One of the lowest Constant Prepayment Rates (CPR) in industry and highly effective at defending the portfolio.• Designed and launched the Internal Business Control Unit (first line risk) and sit on the Enterprise Compliance Change Management Committee.• Lead the Customer Journey effort for Call Center – launching a CRM platform (Salesforce) and integrating with third party vendors and telephony to create a 360 view of the customer. Launched appointment model technology that improved beginning of month (BOM) pull through by 9% and improved customer satisfaction by 22%.• Develop and launch new products and processes to address changing financial needs of Freedom customer base
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Director, End-To-End Business Process ReengineeringFannie Mae Jun 2015 - Feb 2017Washington, District Of Columbia, UsLead Customer Journey initiative, head up the Business Architecture team, design and launch Customer Delivery Team -
Vice President, Home RetentionOcwen Financial Corporation Sep 2012 - Jun 2015West Palm Beach, Florida, UsOversee the daily operations, performance, and vision of the Home Retention Department at Ocwen. Responsibility over 600+ direct staff located in 6 facilities around the world. Developed an under performing unit into a high performing team that contributes approx. 45% the company’s annual revenue through effective change management and metric-driven process re-engineering. Effectively utilize and integrate automation, dashboards and operational controls to enhance performance and ensure compliance with industry rules, regulators, auditors and investors.Highlights: • Built an industry-leading Home Retention team that has tripled in loan volume through highly visible acquisition while minimizing the increase in staffing – increasing margin and profitability for the company• 6 quarters without any major audit findings or violations• Opened a new call center on the island of St. Croix, USVI. Hired and trained 30 staff from the local population.• Developed and rolled out repayment plan for delinquent borrowers generating $1M – $1.5M a month in cash flow for Ocwen while helping hundreds of borrowers a month stay in their home. -
Svp, Call Center DirectorCiti 2005 - Nov 2012New York, New York, UsOversee the daily management of call routing, dialer, capacity planning and vendor management for a $75 Billion dollar mortgage sales organization. Profit/loss responsibility over 500+ internal staff and private label vendors of $10.2 Million annually. In addition, manage CRM (SalesForce.com) admin team, Net Promoter Score (NPS) survey and file quality audit. Design and implement changes to improve the level of quality and efficiency as measured by key business indicators. Highlights: • Developed strategic vendor relationships to augment internal capacity and bring best-in-class expertise to enhance the capacities of the call center, led transformational process projects resulting in $2 Million in annual savings and revenue enhancements in 2011, manage customer facing projects, such as: 24x7 call support, click-to-chat, and natural language Voice Recognition technology. • Led international outsourcing initiative that saved the company $5 Million over five years with a 15-month ROI. Interviewed and hired international start-up team in Gurgaon, India.• Planned and implemented physical telephony architecture for multiple national call centers, including ICM, ACD and PBX. Installed telephone command center to monitor and change agent skill sets to meet inbound and outbound service levels. (Familiar with Avaya and Nortel systems and software).• Integrated real-time dialer for the digital acquisition channel. The solution contacts customers seeking information within minutes of completing an online web inquiry. Conversion rate has increased over 50% as a result. -
Call Center ManagerAbn Amro Oct 2005 - Mar 2007Amsterdam, NlWholesale Call Center Manager -
Vp, OperationsWashington Mutual 2002 - 2005New York, Ny, UsManaged several large mortgage operations teams of 20-40 Full Time Employees for a top-tier residential mortgage lender and servicer. Functional team responsibilities included Processors, Underwriters, Closers and various support staff. Responsible for overseeing call center projects for multiple customer service centers totaling over 200 Full Time Employees. Highlights: • Led implementation teams that installed process improvement initiatives, call monitoring and call tracking software, Customer Service Representative cross-training, telephony queue optimization, and coaching and mentoring training. • Created “Instant Close” brand for the Consumer Direct division. Allowed 95% of mortgage loans to ship closing documents to customers within 3 days of application. • Implemented a rapid deployment point-of-sale solution that enabled the centralized loan origination staff to more efficiently capture borrower information, pull credit reports, submit information to an automated underwriting system, and obtain an underwriting decision within 15 minutes. -
Senior ConsultantBearingpoint 2000 - 2002Amsterdam, NlSenior Consultant for a Big Four consulting firm working with Fortune 100 companies in the financial services and insurance sectors. Responsible for managing $500 Million to $4 Million revenue projects throughout all phases including scoping, proposal, budgeting, strategy and planning, implementation, and monitoring. Highlights:• Created business plan and value proposition for a national insurance company line-of-business. Developed detailed business process flows integrating insurance underwriting and mortgage LOS system to produce an insurance quote at time of mortgage credit approval. Analyzed mortgage entities to determine “best fit” with insurance partner.• Designed a comprehensive, company-wide management reporting suite for a national mortgage company. Conducted grass-roots meetings with various executive and departmental heads to create a standardized, day-to-day management reports. Designed management reports with key performance indicators (KPI) and targets built-in enabling company to manage business with accurate information. Developed business design specifications via Microsoft Access for business analyst to program reports into a report writer software.• Completed competency analysis of organization and recommended changes based on needs of new business plan. Developed performance guidelines and restructured reward system to align company practice with master business plan. -
Vp Of OperationsSenior Income Reverse Mortgage Company 1996 - 2000Managed the day-to-day operations of a national mortgage lender. Responsible for managing all aspects of company, including origination, processing, underwriting, closing, post closing and secondary marketing staff of over 75 employees and two sites. Responsibilities included: performance evaluations, interviewing candidates, new hire training, continuing education, process improvement, loan funding, underwriting condition sign-off, assignment of mortgages, closing of loans (as needed), budgeting and ordering supplies. Highlights:• Improved timeline management by creating functional teams within the organization. • Lead process improvement effort that reduced processing time by 50% while increasing realized revenues resulting in a 70% increase in revenues in 24 months.
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Processing SpecialistBoatmen'S Bank 1995 - 1996Mortgage Processor
Marcus Bontrager Skills
Process Improvement
Vendor Management
Banking
Call Centers
Leadership
Management
Financial Services
Mortgage Lending
Credit
Strategy
Crm
Business Process Improvement
Loans
Risk Management
Customer Experience
Bpo
Operations Management
Loan Origination
Call Center
Team Management
Outsourcing
Executive Management
Underwriting
Analytics
Consulting
Change Management
Loss Mitigation
Customer Relationship Management
Business Process Outsourcing
Mortgage Servicing
Strategic Planning
Sales
Business Analysis
Credit Analysis
Loan Servicing
Loan Modifications
Hamp
Home Retention
Forbearance
Deed In Lieu
Special Servicing
Customer Service
Team Building
Financial Analysis
Training
Marcus Bontrager Education Details
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Depaul Driehaus College Of BusinessMba -
The University Of KansasBusiness
Frequently Asked Questions about Marcus Bontrager
What company does Marcus Bontrager work for?
Marcus Bontrager works for Freedom Mortgage
What is Marcus Bontrager's role at the current company?
Marcus Bontrager's current role is EVP Call Center Operations at Freedom Mortgage.
What is Marcus Bontrager's email address?
Marcus Bontrager's email address is ma****@****iti.com
What is Marcus Bontrager's direct phone number?
Marcus Bontrager's direct phone number is +173439*****
What schools did Marcus Bontrager attend?
Marcus Bontrager attended Depaul Driehaus College Of Business, The University Of Kansas.
What are some of Marcus Bontrager's interests?
Marcus Bontrager has interest in Swimming.
What skills is Marcus Bontrager known for?
Marcus Bontrager has skills like Process Improvement, Vendor Management, Banking, Call Centers, Leadership, Management, Financial Services, Mortgage Lending, Credit, Strategy, Crm, Business Process Improvement.
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