• Oversee all aspects of servicing.• Managing/auditing our sub servicer and interim servicing process.• Working closely with third party servicing quality control vendor.• Review and update mortgage servicing policies and procedures and ensure that the most recent Federal/State and Regulatory guidelines are followed. • Train and monitor customer service performance of the team.• Organize and direct the daily activity in loan servicing. • Assist with customer service complaints and regulatory audits• Develop procedural manuals and training materials related to servicing.• Communicate with Management servicing trends and issues.• Review sub-servicers performance.• Audit loans proceeding through loss mitigation for timely response and resolution. • Monitor the servicing team’s performance and response times for all required tasks and functions.• Interact with investors, vendors and agency representatives as needed.

Analyze complaints reviewed by other departments to determine borrower financial harm. Monitored new associate training.Conducted training classes for multiple systems utilized as a part of the foreclosure reviews. Senior Modification Underwriter for multiple investors including Fannie Mae, Freddie Mac and FHA/VA.Subject Matter Expert in multiple areas of loan origination and servicing.Selected by Senior Management to work on highly escalated projects and develop job aids for all processes. Analyze customers W-2 forms, profit and loss statements and tax returns to determine debt to income ratios and affordability.

Underwrite loans to ensure compliance with Treasury and Fannie Mae for the Home Affordable Modification Program.Review loans in court litigation for loss mitigation options to resolve lawsuits.Research and resolve highly escalated requests that come from Senior Management.Conduct internal audits for the Home Affordable Modification Program.Reviewed loans for loss mitigation options that were referred to the company from a Regulatory Agency.Review borrowers for possible liquidation options if loan modifications could not be granted.Participated in and/or facilitated team meetings regarding changes and/or updates to the Home Affordable Modification Program.Developed and managed process to streamline associates daily functions.

Performed post funding underwriting of loans for customer complaints regarding loan origination.Responded to escalated correspondence. Researched, analyzed and resolved complaint issues to minimize and eliminate escalation and/or litigation.Identified infractions of company policies and procedures and/or state and federal regulations.Provided written responses to complaints from regulatory agencies, Better Business Bureau and advocacy groups.Handled all inquires received from the Hope Now Alliance.Prepared time-sensitive reports based on issue resolution and workflow progress.Provided performance improvement recommendations to Management.

Loss Draft Examiner/Customer Care; Tracked hazard insurance claims for properties in loan default.Monitored new associate training.Managed daily queue reports to ensure completion of files for all loss draft files.Authorized final approval on all incoming loss draft checks.Ordered property inspections to ensure necessary repairs have been completed.Processed loss draft disbursements up to $500,000.00.