• Manage over 250 vendors across multiple states, including several large regional vendors and title companies. • Perform due diligence and risk assessments on new and existing vendors.• Processes Non-Disclosure Agreements including legal review and execution.• Saved the company approximately $175,000 by improving the asset management process.• Improved the vendor onboarding process that resulted in quicker processing times.• Appointed to project manager on various research and analysis projects reporting to senior leadership. • Conducts monthly vendor network webinars including training and process improvements.• Provides monthly vendor performance reviews based on scorecard metrics, including deliverables, contract submissions and onsite audits. • Collaborates with various lines of business regarding contract processing and execution process.

• Ordered and reviewed title reports for home loans; also, handled any curative actions, allowing the loan to move through the origination process in a timely manner. Built trust relationships with internal and external business partners. Transitioned to this role in July 2016 from the Lead Operations Representative role. • Was in consistent communication with title companies and attorneys’ offices for title orders. Identified and cured any title issues, liens and judgments, to ensure the title report met Bank of America’s guidelines. Reviewed and approved property surveys. Maintained high quality scores monthly of 95%-100%.• Was part of the Employee Engagement Team for the department. Also, chosen to participate on a focus group, which was intended to be a voice for the team and provided input to implement consistency among the department. Continuously recognized for being a team player and was rewarded the Peer Choice Award twice by my manager and teammates.• As a Lead Operations Representative, homeowners’ hazard insurance policies were requested and reviewed for accurate coverage for eligibility and completion.

• Managed the legal relationships with the bank’s lines of business including home loans as it related to home loans, credit card, and deposit production teams for legal matters, insurance, etc. Ensured that the SLA (Service Level Agreement) was met or exceeded expectation for the internal lines of business to meet regulatory requirements. • Integrated the lines of business with in-house legal partners and various lines of business within the company. Developed strong relationships by serving as the proactive liaison for legal cases requiring immediate consultation with the in-house legal team. • Selected to serve on a team that identified and implemented process and procedural improvements within the lines of business.

• Successfully managed a team of nine home loan quality compliance review analysts in California and Texas that reviewed mortgage, insurance, and payment escalations presented to the regulators from customers.• Delivered outstanding quality team metrics; 97% in 2012 and 2013 and 98% mid-year 2014.• Identified and helped implement multiple new policies and procedures according to compliance.

• Reviewed and edited legal responses prior to being submitted to the internal legal department pertaining to customer inquiry resolutions• Responded to bank regulatory complaints received submitted by customers as it related to mortgage, insurance, and payment concerns. • Delivered outstanding individual quality percentage consistently at 97% or higher.• Facilitated implementation of training workshops for new hires, including job shadowing during their probationary period. Served as SME (Subject Matter Expert) for associates at new sites. • Reviewed and researched customer home loan and regulator inquiries (CFPB -Consumer Financial Protection Bureau, Attorney General, etc).

• Reviewed and edited legal responses prior to being submitted to the internal legal department.• Responded to bank regulatory complaints received submitted by customers as it related to mortgage, insurance, and payment concerns. • Delivered outstanding individual quality percentage consistently at 97% or higher.• Facilitated implementation of training for new hires including job shadowing during their probationary period. Served as SME (Subject Matter Expert) for associates at new sites. • Reviewed and researched customer home loan and regulator inquiries (CFPB -Consumer Financial Protection Bureau, Attorney General, etc).• Wrote and submitted responses pertaining to customer inquiry resolutions.• Facilitated training for new hires on various internal systems, researched and assembled documentation for training class workshops.

• Researched and referred complaints, summons, and lis pendens received by opposing parties to outside counsel.• Provided statuses to counsel of approximately 200-250 cases regarding loan documentation and other pertinent case information. Managed a case load from 75-100 cases and effectively resolved approximately 25-30 cases weekly• Interacted with opposing counsel regarding case status and provided updates on the system of record.• Researched, resolved, and drafted responses pertaining to home loan inquiries submitted by customers from regulatory agencies.