Stephanie Rouzee Email & Phone Number

Denver, CO, US

Colorado Springs, Colorado Area

In charge of spearheading the development of the sub-servicing platform for MSF, encompassing retained, and sub-servicing abilities. The original development involved close collaboration with Internal Technology, Finance, and Compliance departments. Bringing to the table robust P&L management expertise across all facets of the development process.➥.

Centennial, Colorado, United States

In this role, I was selected to manage a growing department that had become disorganized and deliver efficiency and structure to departmental operations, which included certifying that foot and ankle kits reached facilities quickly. Managed up to seven customer service agents, tasked with handling emails and calls, engaging with medical sales reps.

Glendale, Colorado

I supervised all service teams and guided up to 50 direct reports in maintaining a highly effective call center, ensuring all SLAs were achieved, and met top customer satisfaction ratings. Fostered relations with upper management offering guidance on strategies to increase efficiency, reduce grievances, and improve employee satisfaction. Identified.

• Oversee the Insurance and MI servicing and compliance of the 200k+ residential portfolio.
• Manage the Multi-Million dollar disbursements of Insurance, MI, and loss draft are completed timely.
• Developed and implemented departmental policies, procedures and reporting requirements for senior management.
• Successfully converted the out sourcing of claims filing on REO and/or vacant properties.
• Oversee audits of several vendors to ensure compliance and contract is being fulfilled as signed

• Assist Associates to identify and solve client issues to the best interest of the customer and the business.
• Manage time efficiencies
• Identify and implement opportunities for improved processes and performance of the call center.
• Run daily reports of staff and deliver to senior management

Scottsbluff, NE

• Track and monitor performance of Associates on production, quality and compliance
• Analyze Vendor statistic’s to ensure regulatory compliance
• Ability to observe and accurately assess the quality and progress of a vendor performance
• Build strong, open relationships and rapport with vendor leaders
• Ensure effective execution of superior service while maintaining the highest level of efficiency, and promoting speed, quality and low cost operations.
• Develop, coach and mentor a high-performing Mortgage Insurance/Hazard Insurance teams.