Nathan Pollard Email & Phone Number

Dallas-Fort Worth Metroplex

Supervised employees within the document custody intake, review, and imaging teams. Facilitated training within teams for a full understanding of all business needs and audit compliance. Ensured client delivery as per SLA and defined timelines. Took timely action on client requirements. Participated in process reviews, reengineering, standardization, and automation initiatives. Managed audit deliverables. Evaluated and improved efficiency, accuracy, and quality control of workflow design which lead to reduced turnaround times. Orchestrated proper staffing to meet project requirements set forth by the client.● Oversaw budgeting, reporting, and auditing.● Tracked and provided monthly updates regarding key performance indicators to senior leadership. ● Lead/participated in researching and testing new system enhancements.● Consolidated multiple teams and processes into a more streamlined and efficient group whichimproved productivity.

Produced department reporting to ensure service level agreements are met and maintained. Oversaw process and application transition and provided necessary application training. Provided staffing recommendations to senior management. Created, documented, updated, and maintained line of business procedures. Ensured strict investor guidelines were met for pre/post sale foreclosure processing.-Presented all calculated month end data in leadership business review meetings. -Initiated new process workflow to obtain senior lien payoffs from internal and external servicer.-Increased QA score from 95% to 99% on multiple pre and post sale foreclosure processes including a score of 100% on the OCC review process.

Fort Worth, Texas

Reviewed audit scores to identify coaching/training opportunities. Assisted in escalation and time sensitive documents. Responsible for contacting attorneys, homeowner associations, and city governments for information regarding foreclosed properties. Ensured legal guidelines are met and understood. Worked alongside management to address various questions and concerns of department associates. -Performed quality assurance audits to ensure that associates are within bank & governmental compliance. -Designed and implemented training procedure for Foreclosure/Bankruptcy document review process. initially trained 60 associates with follow up training three times a year.

Fort Worth, Texas

Reviewed and processes a range of inbound correspondence including Qualified Written Request, invoices, and other legal documents. Compiled, analyzed and presented weekly and monthly team production data. -Validated and updated the departments contact matrix workbook to increase process efficiency.

Responsible for the correct application of payments towards delinquent loans. Calculated and provided payoffs for internal and external clients. Day to day collection representative responsibilities. Insured team stayed within legal guidelines for both banking and government regulations.-Exceeded monthly collection goals.

Trained employees both locally and remotely on new processes and procedures, this included traveling to train new departments. Assisted in creating the Customer Service Workbook and Payoff Calculator for the customer service department utilizing Excel. Calculated payoffs for internal and external clients on a daily basis. Insured team followed all legal guidelines. Day to day customer service representative responsibilities.