Sheila Berry Email & Phone Number

Milwaukee, Wisconsin, United States

Financial Coaching and HUD-Certified Homebuyer Counseling

Wisconsin, United States

Accountable for the daily operation of a Refinance Client Care Specialist processing team. Resolved customer concerns through a constant focus on service, process flows and coordination of executive decisions.Drove team accountability for results through adherence to performance metrics of customer satisfaction, cycle times, productivity goals, and pipeline management.Ensured complete policy communication through honest and clear performance feedback, regular coaching and guidance driving consistent performance improvement. Built alignment and commitment within and across functions achieving common goals. Delivered business results through decisive, urgent, and committed execution of objectives.

Greater Milwaukee Area

Accountable for development and sustainment of frontline team performance and leadership competence development. Identify training needs, create action plans, and implement performance solutions improving quality monitor scores and enhancing the customer experience. Facilitated effective and efficient action plans and execution through client consultation to increase team performance. Coached and mentored thirty-five Collections Supervisors through evaluation, analysis, and coaching to reduce delinquency. Lead complex projects enabling business alignment, CFPB implementation readiness and changes with process.Prepared and presented virtual and classroom systems and process training for operations teams in Milwaukee WI, Fort Mill, SC, San Antonio, TX and Des Moine, IA sites for Government portfolios (FHA/USDA/SDHA/CALFHA) included in Short Sales/Deed in Lieu.

Greater Milwaukee Area

Loan Administrative Manager IIManaged the activities and operations of 50+ exempt/non-exempt team membersLoss Mitigation review of FHLMC LoansFormulation of work procedures, policies and methods to ensure compliance with Wells Fargo, legal, investor, regulatory, and business policiesDemonstrated ability to meet timelines for processing, underwriting, and closing functions. Loan Administrative Manager IManaged daily workflow for a team of underwriters and processorsResponsible for hiring, coaching, developing, and supervising exempt production, servicing, documentation, and administrative support staffEnsure timely completion of financial review, Loss Mitigation options, and support processingManaged FHLMC, Dual Lien, ASC HCS and NPIO portfolio’sEnsure proper processing through reporting, maintain high level of accuracy, performance and adherence to Investor guidelines

Greater Milwaukee Area

Manage day to day operations of a team of Bankruptcy specialistsManage 14+ Attorney firms processing through a Direct Source program as a Liaison Supervise workflow and quality assurance of bankruptcy activityEnsure adherence to Investor and Bankruptcy Jurisdictional guidelinesAbility to identify problems and develop procedures to ensure solid bankruptcy standard operating procedures are in placeCommunicate company policy, procedures, and practicesMake employment decisions and set performance standardsTrain and coach staffResponsible for application of and adherence to the Bankruptcy code for high-risk special loans(Chapter 7, 13, 11 & 12, Cramdowns, Total Debt, DSI, and SCRA)Manage department global mailboxes for write off requests, Corporate Advance payoff quote, Bankruptcy escalations and Attorney invoice billing