Robbye Johnson Email & Phone Number

Sr. Assistant Manager, Servicing Liaison, HUD Reconciliation & Post Closing* Supervise a staff of 20 people in flow and bond loan delivery to various investors* Track delivery dates to meet investor deadlines timely; clear investor exceptions* Order loan collateral for delivery to investors* Supervise a staff of 16 people responsible for servicing, post closing and HUD reconciliation* Ensure all funded loans were set up accurately for loan servicing* Resolve escalated customer servicing issues for branches nationwide * Initiate software changes to streamline procedures and perform quality control checks to verify accurate changes* Servicing Liaison on the Product Rollout committee*Managed up to 16 employees responsible for shipping FNMA loan files and assisting the servicing process* Research and resolve any data issues on bulk trades

* Managed daily mortgage loan cash processing activity. Estimated average monthly payment volumes of 346,000 items, including in-house and lockbox payments, plus 30,000 electronic drafts, representing $725 million dollars.* Managed 20 employees, conducted annual performance reviews * Acted as liaison with external lockbox payment-processing vendor; audited data for accuracy; researched discrepancies and ensured their appropriate resolution* Developed monthly management reports, provided senior management with decision-making information regarding profitability, budgeting and staffing* Ensured satisfactory resolution of customer inquiries related to payment processing, providing verbal or written responses* Researched general ledger reconciliation outstanding items, and took corrective action when necessary* Participated in quality management teams and initiatives, effecting process improvements, profit enhancements and increased customer satisfaction

* Supervised daily processing activity of the Mortgage Servicing Cash Department. * Estimated average daily payment volume of 175,000 items, representing $100 million dollars.* Managed 10 to 12 employees, conducting annual performance reviews and disciplinary reviews as needed* Developed and implemented procedures to ensure operational compliance with contractual/investor guidelines* Participated in design and rollout of new business initiatives which reduced cycle time and enhanced customer satisfaction* Served as liaison with external retail lockbox payment-processing vendor; audited data for accuracy* Responded to internal/external audit findings, ensuring compliance with agency/investor/internal guidelines