Patrick Williams Email & Phone Number

Columbus, OH, US

Head of the Correspondent Originations Product/Transformation Team that focuses on building an exceptional client and employee experience to support the Correspondent Channel.

Columbus, Ohio Area

• Head of customer interaction and onboarding for home lending, leading an agile product team
• Leading strategy to migrate all incoming/outgoing mail or fax correspondence to digital solutions (digital upload, e-signatures, e-notes, paperless)
• Leading all customer interaction channels (digital, text, email, IVR, voice, virtual assistant) for home lending servicing
• Implementing personalized email/text communications to customers through various digital channels (chase.com/email/text)

Columbus, Ohio Area

• Head of customer engagement for home lending servicing and strategy initiatives for customer operations
• Leading all customer engagement channel (digital, text, email, IVR, voice) for home lending servicing
• Driving the strategy to convert all letters to new platform for digital email delivery
• Creating automated tools for phone agents to delivery complex solutions instantly
• Implementing personalized email/text communications to customers through various digital channels (chase.com/email/text)
• Completed site strategy move for incoming mail correspondence to save vendor expense and salaries ~$5MM

Columbus, Ohio Area

• Head of strategy and process improvement for home lending core servicing
• Created and implemented new knowledge management platform for customer service agents that reduced procedure count from 3,000 to 400, provided new user interface, reduced average handle time and simplified taxonomy.
• Drove strategy to convert customer letter communications to digital ($2,000,000/yr save) and reduced servicing letters by 20%
• Customer Experience business lead for completed system conversion and product simplification for home equity product
• Site Lead of the Easton Culture Council (3,500 FTE); coordinated team of over 90 volunteers, made significant changes in leadership, career mobility and employee experience; increased employee satisfaction scores by.

Columbus, Ohio Area

• Manage domestic and overseas production staff of approximately 100 FTE ($3.5million budget) for mortgage and home equity payoff /payoff quote processes, suspense oversight and payment adjustments functions
• Designed a process with Customer Service that improved FCR by 70%, CSAT by 40% and decreased AHT by 20%; created first-call resolution for customers by eliminating over 40% of back-office requests ($600,000/yr save)
• Improved process with Originations and Investor Reporting by retiming file ($1,800,000/yr save)
• Completed reorganization of Default and Performing Payoffs Quotes ($450,000/yr save)
• Offshored 23 FTE to Manila in three months ($800,000/yr save)
• Reengineered Mortgage Payoff process; reduced process from 42 steps to 10 ($700,000/yr save)

Columbus, Ohio Area

• Managed staff of 25 FTE full time for cash balancing, bank reconciliations and staff of 75 FTE for 1098 project
• Executed monthly forecasts and budgets for division of 1,500 FTE and created all senior-level reporting presentations
• Coordinated strategic initiatives for Financial Services, driving significant reduction of FTE, overtime, operating losses and postage expenses (over $3MM/yr save)
• Reduced 10+ day bank account items from 150 to zero in a month; passed RCSA with enhancements after multiple failures
• Automated over 20,000 manually posted payments; reduced back-office work orders by 27%
• Designed/tested web applications to ensure compliance with QA and Audit; over 58,000 loans were reviewed from 2008-2012

Columbus, Ohio Area

• Produced all reporting for EMC S/S ($2Billion) and Chase MR’s ($4Billion) portfolios
• Generated key operational changes to FNMA, SCRA, and EMC overdraft protection; substantially improved key metric stats
• FNMA Lead for JPMCB Asset Sale portfolio(s); produced delinquency, risk and portfolio forecasts

Indianapolis, Indiana Area

• Resolved client issues regarding, bonds, fixed income, mutual funds, ETFs, CDs and money markets and annuities
• Obtained NASD Series 7 & 63 licenses