Sarah Pagan Email & Phone Number

Texas, United States

Irving, Tx

Nationstar Mortgage is a non-bank mortgage company. Responsibilities:• Oversee enterprise-wide policy and procedure (P&P) governance program for 3100+ documents • P&P Content Management System oversight (Archer)Achievements:• Led the development of approval status reporting resulting in enhanced controls of P&P process• Defined and led team through implementation of a request tracking system allowing for a 24 hour SLA where no SLAs existed prior• Created style guide for technical writers to ensure consistency of documents across the organization• Created quality control to ensure documents met style guide requirements resulting in significant reduction of rework• Designed and implemented an employee readiness program to enhance awareness and acknowledgement of P&P change related impacts• Led the development of a custom user interface for employees to easily search for P&Ps across the entire organization• Partnered with Compliance to link the P&P approvals with change of law/investor guidelines, ensuring P&Ps are updated timely with new regulatory and investor requirements• Created and implemented a P&P annual review process to ensure P&Ps remain up-to-date and accurate

Lewisville, Tx

Nationstar Mortgage is a non-bank mortgage company. Responsibilities:Managed projects that spanned across multiple Servicing Departments as assigned by Servicing executive managementAchievements:• Established the Corporate and Operations Policy organization, including hiring of technical writers, development of processes, and metrics• Led implementation of a custom Policy Management application for the development, approval, storage, and archiving of Servicing P&Ps• Created and implemented a process to ensure all Servicing P&Ps were documented, doubling the number of published P&Ps in the first 3 months of the project.• Designed a training program for all employees on the new governance system• Standardized, created and maintained Business Continuity Plans for all of Servicing (50+ documents)• Created project management documentation and provided mentoring to individuals as part of the “Project Manager in Training” Program

Lewisville, Tx

MGC Mortgage is a subsidary of Beal Bank, a privately owned bank. The Transfer Accounting (TA) Department was responsible for remitting funds to the Investor, Beal Bank, and working closely with subservicers.Responsibilities:Managed the cash posting and payoff departments.Achievements:• Conducted time studies for the Account Services department to assist in implementing standards• Created individual and monthly scorecards for Account Services department, which assisted in providing supporting documentation for acquisition head count increase• Created processes for logging all checks that were received in the Cash Processing room, resulting in the reduction of misplaced checks and increase in accountability• Created scorecard to monitor lockbox vendor relationship which decreased exceptions by 96.2%