Mark Dickman Email & Phone Number

Plano, Tx, Us

Teaneck, New Jersey, Us

Reason for Departure: Company-wide downsizing due to an industry-wide downturn in the mortgage sector.Board of Directors & Secretary: (Client -Truist Bank)Key Achievements: • Directed end-to-end mortgage projects for North American clients, managing operational aspects while mitigating credit and operational risks to maintain compliance with federal regulations.• Led High-Performing Compliance Teams: Proactively identified compliance gaps, ensuring 100% quality alignment with regulatory requirements, including audits and reporting.• Implemented risk frameworks to achieve a 65% increase in project efficiency, reducing underwriting inaccuracies and ensuring adherence to quality standards.• Budget Management: Successfully managed budgets totaling $90 million, delivering detailed annual financial reports, monitoring expenditures, and implementing corrective actions while staying within financial targets.• Operational Risk: Collaborated with cross-functional teams to monitor and improve risk-related metrics.• Process Improvement & Innovation: Spearheaded transformation initiatives, driving process improvements, and fostered a continuous improvement culture across the department.• Client Relations & Issue Resolution: I functioned as a key escalation point between clients and the team, resolving complex issues that resulted in a 20% increase in client satisfaction and retention.• Established preventive controls to minimize operational risk, reducing quality failures by 40%.

Maitland, Fl, Us

Contract Successfully Completed:(Client - Wells Fargo Bank)Ensured operational efficiency in mortgage loan modifications through comprehensive credit analysis and underwriting reviews. Functioned as the primary liaison for client communication and senior management, consistently exceeding expectations. Led and coordinated onshore teams across 10 U.S. locations, driving performance optimization.Key Achievements:• Applied operational risk strategies to improve loan modification processes, reducing processing errors by 35%.• Credit Risk/Quality Accuracy: Led a remote BPO team of ten managers with 150 agents across the U.S., improving quality accuracy from 60% to 95%.• Customer Engagement: Supported over 140,000 customers in mortgage solutions.• Budget Management: Managed a $90 million budget with strict adherence to contractual and financial compliance.• KPI Achievement: Consistently maintained KPI scores above 90% across U.S. teams.• Risk Management Contributions: Applied operational risk strategies to improve loan modification processes and compliance reporting with advanced scorecards and dashboards, aligning with client oversight requirements.• Operational Risk Excellence: Supervised inbound call production to exceed performance expectations, ensuring compliance with quality metrics and client goals.• Enhanced operational efficiency of mortgage loan modifications by conducting comprehensive credit risk analysis and compliance reviews.• Oversaw a BPO team ensuring accuracy in credit qualification, achieving a quality accuracy rate of 95% (up from 60%).

Mclean, Va, Us

Managed loan caseload for processing funding, underwriting, reviewing, verifying, and processing loan documentation for Capital One customers. Utilized outbound calls, zoom meetings with third-party partners, and customer communication to obtain necessary documents. (Call Center Environment)Key Achievements:• Rapid Funding: Secured contracts for 47% of total contracts funded within two hours.• Financial Impact: Contributed to the company's record-breaking net income of $1 billion in 2019.• High Productivity: Achieved the highest team productivity by processing an average of 156 loans per day.

Chicago, Il, Us

The primary responsibility is to resolve early delinquency through collections activities the administration process and risk management tasks. Collaborated with other account managers to provide high-quality client service through outbound calls to loan customers.Key Achievements:• Portfolio Management: Managed a portfolio of mortgage-backed securities, focusing on loss mitigation and non-retention options.• High Call Volume: Handled an average of 125 calls per day, using Zoom to resolve mortgage account issues with third parties.• Loan Performance Improvement: Reduced non-performing loans from 12% to 3% through quality enhancements.• Stakeholder Management: Served as the primary point of contact for team members and managed investor relationships.

Cairo, Cairo, Eg

Contract Successfully Completed:Led training for call center representatives handling inbound calls for national disaster relief efforts for FEMA clients across multiple states. Supervised a team of 30 QA analysts in a call center environment.Key Achievements:• Agent Onboarding: Onboarded 600 agents, providing comprehensive call and product knowledge training along with risk management guidance.• Report Generation: Established a SharePoint site for generating detailed reports for internal and external FEMA executives.• Operational Efficiency: Launched an operational call center five weeks ahead of schedule, achieving a high-quality assurance rate with 4-6 daily evaluations. (180 evaluations per day).

Irving, Texas, Us

Managed a $55 million budget and led a team of sixty employees and six analysts to transform a failing call center for Altria. Delivered technical support through a 3-tiered support center, resolving issues across phone, chat, and email channels. Implemented robust project tracking systems to ensure timely delivery and presented B2B status updates in monthly leadership meetings.Key Achievements:• Enhanced Call Center Performance: Achieved 95%+ KPIs across critical metrics, including call abandonment rate, average time in queue, service level, and first-call resolution, within 90 days.• Service Level Improvements: Revitalized SLA compliance from failing seven out of eight metrics to meeting 100% of SLAs within three months.• One-Call Resolution Success: Reduced call escalations by 80% through a strategic one-call resolution program.• Attrition Reduction: Lowered employee turnover from 20% to 12% by launching a $50K client-approved incentive program and improving communication channels.• Operational Risk Mitigation: Consistently resolved escalated issues within 24 hours (well below the 72-hour SLA requirement).• Training Overhaul: Designed and implemented a new onboarding manual, reducing training duration from 5 weeks to 2 weeks, and hired a full-time trainer to develop and manage e-learning tools.

Managed estate sales operations, overseeing multiple new accounts and serving as the primary contact for clients and hourly employees. Handled bookkeeping responsibilities, including payroll for 6 employees, and managed funds received and payouts to clients.Key Achievements:• Account Management: Successfully managed a portfolio of multiple new accounts, ensuring client satisfaction and retention.• Operational Efficiency: Streamlined estate sale operations, improving overall efficiency and profitability.• Financial Oversight: Maintained accurate bookkeeping, including payroll processing and fund management, ensuring timely and accurate payouts to clients.• Client Relations: Built and maintained strong relationships with clients, resulting in repeat business and positive referrals.• Team Leadership: Supervised and coordinated a team of 6 employees, fostering a productive and positive work environment.

New York, New York, Us

Reason for Departure: Company-wide exit from the mortgage sector.Led the restructuring of bankruptcy operations, managing risks related to adversary proceedings, sanctions, and motions. I specialized in resolving complex bankruptcy matters including adversary proceedings, motions, and sanctions. Key Achievements:• Team Management: Directed the Bankruptcy team to effectively oversee the default portfolio, collaborating with internal and external legal counsel, and overseeing the Residential Attorney Vendor Review Team.• Quality Improvement: Increased QA/QC pass rate to 99.7%, demonstrating strong oversight and adherence to regulatory standards.• Settlement Negotiations: Negotiated settlement agreements, reducing potential legal exposures and minimizing operational risks.• Performance Metrics: Surpassed the goal of reviewing twelve accounts per agent within 30 days, achieving 20-25 accounts per agent within 60 days.• Operational Efficiency: Directed the Residential Attorney Vendor Review Team to minimize legal and compliance risks, achieving a vendor fail rate below 1%.• Awards: Recognized with the Most Improved Team award for Q3 and Q4, consistently meeting goals for 12 months out of the year.• Established training control: programs to reduce compliance risks, improving agent performance by 75%.

New York, New York, Us

Managed analysts in the Command Center for inbound/outbound calls, overseeing service levels, occupancies, ASA, and abandonment rates. Developed scheduling and forecasting strategies to meet client needs. (Call Center Environment)Key Achievements:• Created training modules and workbooks, reducing training time by 2 weeks.• Reduced errors by 65% and achieved a 100% pass rate for new analysts.• Optimized service levels by managing telephone staffing to match inbound volume.• Established contingency plans for uninterrupted operations during emergencies

New York, New York, Us

Provided expert assistance to borrowers to prevent foreclosure in a call center environment. Specialized in high-risk cases and served as the primary contact for the Home Affordable Modification Program (HAMP).Key Achievements:• Managed a portfolio of 250-300 accounts monthly, implementing loss mitigation strategies.• Identified and executed solutions such as modifications, forbearances, extensions, short sales, and repayment plans.• Resolved escalated high-risk management calls, mitigating potential risks.• Earned multiple awards including "Rising Star," "Top Performer," "Employee of the Month," "STAR PLAYER," and "GALAXY OF THANKS."

New York, New York, Us

Led a team of 15 foreclosure specialists and 30 offshore specialists. Handled foreclosure package requests, bid placement, and manual transfers from Loss Mitigation and Litigation.Key Achievements:• Relationship Management: Fostered partnerships with attorneys, loss mitigation, bankruptcy, REO, property preservation, and RMV teams.• Reporting and Compliance: Ensured accuracy and compliance in daily reports, including reveal reports, write-down reports, and CMI 3rd party reports.• Financial Transactions: Processed senior lien sale wires and transferred to default accounting.• Bid Management: Approved 2nd lien bids and coordinated senior lien payoffs.• Foreclosure Compliance: Reviewed foreclosure files for default timeframe adherence.• Sales Management: Finalized loan sales, and managed sales calendar for timely completions.