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.
• 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

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