• Lead a group of Supervisors, Team Leads, and Associates to meet all Consumer Financial Protection Bureau regulations relative to all functions in the Mortgage Processing and Underwriting areas for Loss Mitigation options• Ensure proper risk assessment on modification applications by calculating DTI, credit, appraisal review, asset review, etc. • Maintain daily, weekly, and monthly production reports• Develop reports for increased visibility to KPI’s and other pertinent executive needs • Data analysis for optimal team performance • Coordinate activities of the department with the manager to include workflow monitoring, process improvement, training, reporting and special projects• Provide recommendations for strategies and process improvements to add value to teams and clients• Coordinate with other internal support teams to ensure seamless production by the operations team• Optimum utilization of resources• Track performance to address and correct any potential production gaps• Develop training material for special projects

Being a supervisor I was responsible for managing and supervising up to 30 employees, evaluating performance and ensuring all team goals and objectives are met in a timely manner. Additionally I trained new employees on company policy and procedure. This allowed for travelling to domestic and international sites to lead office-wide customer service trainings as needed. As a member of management I maintained communication with upper level managers and addressed any personnel and/or customer service issues as they arose.

Attended escalated calls from customer and advocacy groups. Researched and resolved presidential disputes from regulatory and government agencies. Able to assist in supervisor and upper management calls. Resolved MHA/treasury disputes and keep direct contact with treasury officials.

As a customer care coordination I was able to attend customer service calls with goal of 100-150 per day. Provided escrow analysis explanations and facilitated customer requests for payoff quotes, ARM adjustments, force placed insurance payment adjustments, and tax exemptions. Researched payment histories for applied and misapplied payment applications and reversals

• Team Leader and instructing new employees on company procedures • Attaining payoff and credit information • Special projects (customer call backs, organizing files and assisting other departments) • Prepare documents for contracting for financing • Awareness of different state laws concerning vehicle financing • Detecting fraud on legal documentation

• Supervised and trained seven staff members• Accountable for received shipment products • Stock incoming merchandise shipments • Cash, check, money order, and credit card handling of up to $50,000.00