Pat Higgins Email and Phone Number

• Gather, assess, and confirm interpretation of new and/or changing policies and procedures.• Develop and maintain the online policies and procedures manual using specialized software and internally developed process.• Maintain open communications with department points of contact to monitor the effectiveness of existing policy and procedure documentation and to ensure the Policies & Procedures team is kept abreast of procedural changes.• Provide Instructional Designers/Trainers updates to ensure instructional material is being developed from the most current policies and procedures.• Develop, update, and maintain the policies and procedures reference manual in an online environment.• Identify inefficiencies by monitoring changes in procedure and coordinating cross-functional audits to provide support for the streamlining of business practices as they relate to policies and procedures.• Create policies and procedures consistent with and resulting from regulatory, compliance, and legal changes. Work with business unit contacts to ensure such updates made and approved within compliant timeframes.• Work with client contacts to ensure policies and procedure updates are made and approved within compliant timeframes.• Partner with Legal and Compliance appointed staff to ensure review and approval of procedure manual prior to publishing

• Provided daily reports for upper management to ensure FHA/VA origination timelines are met.• Created small project business requirements and test plans for Information Technology programmers whenever system enhancements are needed.• Created test cases and test system enhancements in the development, model, and production regions.• Participated in yearly disaster recovery drills by writing test scenarios and testing the scenarios in the disaster recovery region.• Created training material and used it to train Government Insuring processors.• Assisted in writing procedures to be included in the Government Insuring policy and procedure manual.

• Coordinated and delivered consistent quality learning experiences to all servicing employees in their primary areas of assignment (investor operations, collections, foreclosure, bankruptcy, claims, loss mitigation, recovery, and real estate owned).• Directed the actions of subject matter experts, class participants, external vendors and others involved in education, development, schedule and delivery.• Developed and implemented measurement/evaluation strategies.• Provided leadership to new associates during core job training.• Assisted in developing training material to be used by the Servicing Training Team.