Nathan Herrera Email & Phone Number

Des Moines, Iowa, United States

West Des Moines, Ia

• Performed continual analysis of workflow processes to identify and initiate changes necessary to improve the unit's efficiency, eliminate risk, and improve the customer experience by focusing on quality, workflow, and process initiatives• Managed multiple teams concurrently located across various sites throughout the U.S. performing reviews for Home Lending and Virtual Channels • Partnered, collaborated, and managed relationships with internal functional departments and correspondents to develop and implement necessary changes • Developed, implemented, and monitored risk based quality assurance testing for our Social Media team • Developed testing strategies and methodologies to evaluate the adequacy and effectiveness of policies, procedures, processes, systems, and internal controls• Responsible for selecting, training, developing, and motivating staff to achieve departmental objectives

West Des Moines, Ia

• Performed detailed research and responded to regulatory and customer complaints • Responsible for reviewing regulatory, compliance, and high risk situations and ensuring it was correctly identified/handled• 2015 Wells Fargo Home Mortgage Service Conference Award winner• Monitored, provided feedback, and created solutions on process gaps and process improvement opportunities for new process implementation• Prepared training materials and facilitated trainings both in person and online settings• Provided mentorship, direction, and assisted with the development of new team members

Des Moines, Iowa Area

• Reviewed customers in default or at risk for default for modification and liquidation options • Worked as team lead across multiple investors including FHA, VA, USDA, and Freddie Mac while keeping team performing in top tier for each group• Facilitated, organized, and scheduled weekly team meetings, daily team huddles, and individual coaching opportunities• Responsible for motivating team members and monitoring their performance including setting goals and development plans• Gathered data from various reports to find and track any trending• Assisted in reviewing and updating all procedures and procedures for indexing across all investors in Home Preservation• Participated on many different pilots/projects testing, implementing, and consulting results, this included but was not limited to Home Preservation Mentorship program, Home Preservation open text, FHA settlement audit, and Wells Fargo Home Mortgage Disaster team

Des Moines, Ia

• Extremely proficient in Microsoft suit• Assisted as floor support, to take escalated calls and help other representatives with questions they may have• Created a calling script to help improve Quality Assurance scores across department• Did side by side coaching to assist representatives with escalated situations and difficult calls• Handled escalated and specialty line calls in addition to standard loss mitigation calls acting as subject matter expert• Received a performance-based promotion in less than six months• Worked with all servicing investors such as but not limited to: FHA, VA, FHLMC, FNMA, GNMA, Wells Owned, and Bank and Private