Sandy Torres Email & Phone Number

• Point of contact for clients as they go through an implementation by introducing and educating them on the company process and products. Resource for clients as Billing Statements, Escrow Statements, etc. are being implemented.• Provide mentorship and real-time resolution on a wide variety of mortgage servicing products including, but not limited to: product compatibility and configuration, validation, product availability.• Develop and design client requested Billing Statements, Escrow Statements, etc.• Capture requirements and determine the scope of work to estimate delivery effort and delivery time frames.• Handle requests that are opened by the Account Executive pertaining to External Output Files to provide assistance in updates/revisions/fixes and write notes in the SharePoint tracking system. • Develop and design client requested letters for their letter library, along with revise current letters in use (as applicable). • Develop and design master letters for the Newcourse library, along with revise current letters in use (as applicable), based on regulatory industry updates. • Monitor daily updates delivered from mortgage industry regulatory agencies to ensure letter designs are in compliance internally as well as externally. • Develop and deliver to client impactful regulatory updates for process updates along with industry announcements. Provide regulatory updates to other compliance team members and internal teams.• Attend regulatory agencies and loan servicing webinars. Provide agendas and notes to other compliance team members for discussion and determination of client impact. • Organize compliance team’s documents into repository system. • Process any special projects provided to the compliance team and/or by compliance management.

Lewisville, Tx

• Generate automated and manual demand letter files• Responsible for QC on demand letters and that borrower information received from 3rd party vendor is accurate• Coordinate any letter updates with legal and compliance for applicable guidelines and/or law changes for reverse mortgages• Update applicable system, HERMIT, with the date the demand letter had been sent to borrowers• Lead associate on projects with 3rd party vendor, Covius, to provide test data and demand letter template changes• Compile a list of loans for our 3rd party vendor to complete borrower information verification in order to send demand letters• Complete attorney and department requests to send demand letters• Assist in reviewing FLOD risk testing• Generate payment requests for Mr Cooper/ Champion demand Invoices• Assist with servicing acquisition updates and reviewing the acquired loans are inputted into the system

Irving, Tx

*Generate default/demand letter files and coordinate any letter updates with compliance for applicable guidelines and/or law changes*Registering loans in default within the New York Department of Financial Services Foreclosure Database and Massachusetts database*Handle a wide variety of complex tasks, which include coordinating processes and procedures, synchronizing with other servicing departments to mitigate timelines, following and implementing investor, state, and/or government guidelines, resolving departmental issues* Serve as a subject matter expert within the department*Coordinate processes and activities related to assigned areas in a timely professional manner*Analyze data, prepare reports, and summarize information*Assist with special projects when needed ( provide logic changes within SQL to appropriate department, default reporting for FHA and USDA, original document requests, AOM receipt within SCI, Loss Mitigation Intake, Foreclosure Referral)* Responsible for default reporting on USDA loans* Responsible for assisting property preservation when needed on invoices, conveyance, HUD extensions, etc

Irving, Tx

* Responsible for managing an assigned portfolio of performing and non performing assets.*Mitigating delinquency.*Providing single resolution and reducing potential losses.* *Handled complex accounts specializing in foreclosure, bankruptcy, loss mitigation, and general functions.*Initiate direct contact with borrowers assessing the prospect of repayment, arranging repayment schedules or other solutions.

Dallas/Fort Worth Area

• Monitor foreclosure loans and ensure that foreclosure actions to proceed or postpone on individual loans are completed in a timely manner according to investor/insurer, state, and regulatory guidelines minimizing financial losses to the company.• Assisted the Regulatory Change Strategy and Control group to review and perform impact analysis in order to verify if necessary state requirements needed to be implemented into postponement policies and procedures.• Assisted the Internal Gate Control and Review group to ensure the 1st legal documents were uploaded into the company system and that the documents were in compliance.• Produced chronologies for executive escalations consisting of foreclosure timelines, verifying pertinent information in all necessary company tools to provide a snapshot of the loans foreclosure history.• Handle complex level of transactions and special projects within a high volume production environment requiring subject matter expertise.• Managing Pre-Sale foreclosure processes to maintain a high level of quality service with internal/external customers.• Ensuring the foreclosure attorney continuously expedites the foreclosure process in accordance within allowable timeframe.• Conducted the execution and completion of Short Sale postponement tasks (ex. Proactive Short Sale COOP, HAFA w/offer, HAFA w/out offer, DIL, Short Sale email requests via email and postponement sharepoint site.)• Trained, audited, and coached associates on the Next Day Sale procedure for better efficiency and accuracy on loans reviewed for foreclosure.• Assisted with the boarding process of 60+ contractors ensuring all system access was granted in order to conduct daily activities.• Supervised and coached 25+ contractors to ensure compliance was being met due to the time sensitive deadline.

Dallas/Fort Worth Area

• Provided coaching and feedback to ensure knowledge and performance growth to associates.• Responsible for second level (escalated) support/servicing of mortgage loans.• Supervise the execution of transactions and respond to customer, investors, and 3rd party inquiries.• Verify that foreclosures were processed efficiently and in accordance with investor/insurer and internal guidelines.• Adhere to all applicable federal, state, and local laws/regulations including Bank of America policies and procedures.• Resolved complex servicing issues regarding loss mitigation, payments, and escrow.

Dallas/Fort Worth Area

• Work in a high call volume call center, collected an average of 100+ inbound/outbound calls per day using an auto-dialer telephone system.• Audited collection activities and analyzed seriously delinquent accounts to minimize loss and to determine proper course of action.• Worked with customers to help them understand their mortgage terms, review delinquency patterns, and negotiate payment arrangements.• Adhered to policy and procedures according to investor/insurer, state, and regulatory guidelines minimizing financial losses to the company.