Direct and oversee Cash, Payment and Loan Administration functions including borrower payments, default liquidations, bankruptcy and foreclosure cash applications, invoice payments, payoff quotes and processing. Additional areas of responsibilities include suspense management oversight, lockbox relationship manager, and administrator of all payment channels including Western Union, ACH Drafts and Equity Accelerator. Provide leadership, mentoring and career development of 4 direct reports and a staff of 170 associates, 65 US and 105 India. Key AchievementsMitigated Operational and Financial Risks; developed Operational Support team designed to focus on Quality Control, Exception/Process controls, process improvements and prepare and respond to internal/external audits, developing effective remediation plans. Reduced Operational Expenses; increased offshore mix by 30% by end of 2014 realizing a $300k annualized savings in labor costs.Improved Customer Experience through deep dive reviews on 100% of all payment related customer complaints, leading to 40+ process improvements and 51% reduction in complaints by end of 2016.Increased Employee Engagement and Satisfaction; championed the development of Incentive Based Employee Performance Scorecards targeting individual, department and organizational key performance indicators. Promoted individual achievements through Employee of the Week recognition programs.

Responsibilites in this role consist of management and oversight of all aspects of Payment Administration including Default Cash, Bankruptcy and Foreclosure cash applications, Suspense Management and Lockbox Relationship Manager. Additional responsibilites include Payoff Processing, Lien Releases, Subordinations and Partial Releases. Provide leadership to 4 direct reports and a staff of 75 associates. Key Achievements•Successfully led project to transition payment lockbox providers, managing agressive conversion timelines and project milestones, increasing servicing capabilities and efficiencies, resulting in a $150k annualized savings.•Conceptualized, developed and implemented high performance Quality Assurance and Oversight team. Created standardized quality control methodology, policies and reporting, bringing visibility to team performance and areas of needed improvement resulting in significant increases in performance and production for both onshore and India associates.•CFPB (Consumer Finance Protection Board) readiness within Payment Services, ensuring compliance with regulatory agency.•Led end to end diagnostics of ACH process, identifying gaps and process enhancements with the goal to improve borrower experience and drive increased participation in ACH program.

Responsibilites consist of management and oversight of all aspects of Special Loan Servicing, including the administration of Adjustable Rate Mortgages, Balloon Resets, Graduated Payment Mortgages, HELOCs, Servicemember Civil Relief Act (SCRA) as well as administration of all system changes for loan modifications.Key Achievements•Designed and led ARM and Modified loan servicing portfolio audits, engaging offshore vendors, developing Statements of Work, Policy and Procedures, identifying process gaps and implementing process controls and improvements. •Strategically transitioned Special Loans servicing unit from two sites, California and Texas into one centralized location reducing redudant processes, increasing productivity and reducing costs.•Process reengineering of modification system maintence resulting in a 41% increase in production.•Spearheaded the implementation of SCRA system enhancements, improving servicing capabilities and strengthing controls ensuring maximum protection for servicemembers.

Responsibilites in this role consist of management and oversight of all aspects of Special Loan Servicing, including the administration of Adjustable Rate Mortgages, Balloon Resets, Graduated Payment Mortgages, HELOCs, Servicemember Civil Relief Act (SCRA) as well as administration of all system changes for loan modifications.Key Achievements•Consolidated a segmented manual modification system maintenance process into a centralized unit allowing for a more efficient work flow and reducing processing time by 25%. •Partnered with internal technology group to enhance automated MSP modification script resulting in a 30% increase in automation and a $212,000 annualized savings. •Six Sigma Greenbelt certified, successful completion of a Greenbelt Project increasing servicing revenue associated with Speedpay payment transactions. First year annualized benefit of $3.6 MM.•Effectively reengineered and centralized HELOC servicing operations creating a specialized high performance work group. Redesigned policies and procedures, established key performance indicators and service levels and created comprehensive monthly management reporting deck to monitor performance, quality and servicing trends.•Developed and implemented policy for monitoring and suspending HELOC accounts to mitigate risk and minimize deal level write-offs, immediately reducing financial exposure by $17MM.•Led end to end process diagnostics, current and future state process mapping, gap analysis and roadmap for the servicing of prepayment penalties.

Responsibilites in this role consist of management and oversight of New Loan Boarding of acquired portfolios, Post Boarding Quality Contorl Audits, all aspects of Special Loan Servicing, including the administration of Adjustable Rate Mortgages, Balloon Resets, Graduated Payment Mortgages, HELOCs, Servicemember Civil Relief Act (SCRA) as well as administration of all system changes for loan modifications.Key Achievements•Initiated relationship with offshore (India) vendor and developed Statement of Work, Standard Operating Procedures, quality and production service levels and transitioned post boarding fixed and arm audit functions offshore. Developed volume forecasting model to assist in staffing and load balancing.•Successfully transitioned Acquisition Post Boarding Quality Control functions offshore resulting in a first year annualized savings of $300K.•Participated in enterprise wide offshore initiative, traveling with Offshore Sourcing project team visiting numerous vendors across India to evaluate potential long term offshore opportunities. •Designed and led project to audit an ARM portfolio of 118,000 loans. Including engaging offshore vendors, documenting objectives, developing procedures, weekly/daily reporting and internal and external communications to affected business partners.