Responsible for ensuring that all loan administration functions are performed by servicers and sub-servicers meet contractual obligations, investor guidelines, regulatory and legal requirements and generally accepted practices.

- Identifies, measures and mitigates risks- Reviews process failures, system weaknesses and/or data integrity- Pinpoints and understands business problems, conducts analysis and makes recommends- Participates with implementations as a subject matter expert- Provides analytical support to clients- Performs audits, including internal control evaluations and test of controls - Performs data mining and analyzes data to identify risk and process gaps- Prepares and delivers reports to decision making executives- Creates and distributes monthly and adhoc reports to executive stakeholders - Cultivates positive business relationships with cross-functional teams - Develops an environment of continuous risk assessment- Produces and presents client communications- Specializes in risk and control reviews of key processes- Coordinates with 3rd party vendors in the implementation of an Operational Risk database - Discovers potential weaknesses- Recommends practical alternatives for mitigation and improvement - Develops and executes Control Self Assessments and Key Risk Indicators (KRI) - Delivers Operational Risk Management training to clients - Furthered clients' business knowledge of risk and controls

- Maintained 95% loan level accuracy on servicing system- Delivered superior ratings from agencies on a quarterly basis- Rated one of the Top 10 Banks for handling regulatory issues concisely and effectively- Directed inbound call center- Mentored staff on identifying problems, resolving customer issues and handling escalated calls- Selected and supervised a team of 12-personnel- Managed workload, productivity, attendance and behavioral issues- Trained team on handling grievances effectively - Reduced repetitive customer complaints and reputational harm - Educated personnel on internal policies and investor guidelines- Facilitated high-profile, sensitive cases- Able to help executives communicate in a clear and compelling manner- Developed strategies improving communication response time and quality - Adhered to State, Federal and OCC guidelines- Tracked and monitored quality scores per departmental guidelines- Performed process evaluations focusing on process improvements and risk issues- Refined the Executive Communications database improving reporting data- Validated the appropriate handling of all assignments- Ensured the team was in compliance with state and regulatory guidelines- Re-engineered policies and procedures increasing efficiencies, production and controls - Prepared and delivered insightful reports to senior management - Communicated at all levels of management, internally and externally

- Directed the operations for special loans, interest only loans and ARMs- Selected, developed, evaluated and mentored a 7-person, high-performance team- Coached using SBO system- Accountable for departmental productivity and performance- Implemented and managed the ARM reporting system- Distributed regular ARM adjustment reports to investors- Complied with investor guidelines, servicer agreements and mortgage loan documents- Performed monthly ARM audits - Validated adjustments were within guidelines according to each loan’s terms- Executed improvements to servicing system- Implemented an automated electronic reporting system to servicers

- Oversaw the timely and accurate financial wires to investors- Implemented compliance guidelines for private investors including Freddie Mac and Ginnie Mae- Responsible for bank reconciliation on all investor bank accounts- Set-up serving system ensuring accuracy- Monitored all outstanding items for all agency owned custodial bank accounts

- Oversaw the daily management of the Special Loan Department- Selected, developed and mentored high-performance team - Handled performance reviews and disciplinary matters- Accountable for ARM loan boarding and administration functions on the servicing system- Ensured Special Loans were set-up in compliance with regulatory guidelines- Audited loan data regularly- Utilized loan documents and payment history to verify accuracy of servicing system- Researched discrepancies and corrected servicing system as needed- Reconciled balances with the prior servicer and the servicing system; conducted ARM audits- Supported the ARM change notification process- Reviewed the index values, interest rates, payment changes and notices

- Accurately administrated and maintained loan system- Specialized in all ARM loan adjustments, modifications, balloons, HELOCs and Buydown - Processed ARM loan rate changes to customers complying with investor and agency guidelines- Researched ARM payment history ledger for validation issues- Managed all ARM index values updates and administered all ARM loan conversions - Produced and reviewed all loan documents- Performed monthly ARM audits - Validated adjustments were in compliance with terms of loan documents- Implemented enhancements to servicing system for special loans- Endorsed validity of system to management team

- Answered incoming customer service calls - Troubleshot and resolved users issues- Delivered support in a friendly, fast, professional and knowledgeable manner- Handled difficult customer or escalated calls- Coached and mentored new and junior associates- Adhered to phone scripts and departmental guidelines- Reconciled escrow balances with funds received - Used servicing transfer, administered tax and/or insurance during reconciliations - Audited escrow data on new loans ensuring accuracy of data and disbursement schedules- Processed initial and annual escrow analysis verifying regulator guidelines were met

- Managed new insurance policies, payments- Made modifications to existing policies and claim forms- Obtained and verified the accuracy and completeness of policyholder information- Reconciled all payments daily and reported information to immediate manager- Update policies to reflect changes requested by representatives and policy holders