 Managed multiple client accounts delivering 90% average on quality and production metrics. Managed and directed the activities of the processing team to ensure compliance with internal policies and procedures, investor guidelines, and applicable state/federal laws and regulations. Enhanced staff performance through goal setting, training, and coaching when applicable. Worked to implement/develop procedures to increase efficiency and adjust to required changes when necessary. Provided weekly/monthly loan status in preparation of client calls as required/scheduled Reviewed and approved department quality review responses to both internal and external audits. Reacted to and successfully navigated changes in productivity volume to ensure continued success with the team as required by client. Reviewed, revised/created, and maintained departmental policy/procedures. Conducted training.

Wingspan Portfolio AdvisorsFebruary 2013 – October 2014HL Customer Assistance Specialist Worked as part of high-profile Regulation B team managing imminent default requests for assistance. Reviewed and analyzed borrower documentation to determine income and repayment ability, assess borrower hardship, analyze housing expenses and determine proper loan resolution.  Managed and submitted documentation for u/w review. Maintained 100% service level agreements by ensuring customers were well informed of status of requests. Consistently maintained upper middle or top 25% metric ranking within Regulation B/Imminent Default team. Worked assigned reporting as required to ensure compliance. Maintained up-to-date knowledge of relevant default practices effecting loan servicing decisions. Analyzed completed files to ensure correct for recording and compliance. Top Customer Satisfaction award winner June 2014. Strong ability to communicate verbally and in writing in professional manner. Ability to maintain strict confidential information. Skilled in reviewing and applying policy in consistent and fair manner.

 Managed mortgage portfolio pipeline and resolved default issues through modification programs and alternative solutions to procure the home lending portfolio. Analyze and establish economically viable alternatives to foreclosure with preventative planning strategies. Managed pipeline of 120+ files meeting required SLA and decision timelines as required for government reporting and company policy. Communicated Loss Mitigation decisions to customers in clear and concise terms. Reviewed accounts to communicate amount due and processed payments. Functioned as SME and resource to teammates, completed special projects as assigned by superiors Selected and traveled off site in September 2010 to meet with underwriting department in Milwaukee, WI and Phoenix, AZ to discuss, share and implement best practices. Selected and traveled off site in summer 2011 to assist in ramp up and staff training for new RM site in Jacksonville. Received CSAT award for excellence in November 2010; Top Performance November 2009 and Star Award in March 2010. Multiple recipient of Save a Home Change a Life Award. Top CSAT award winner for 2012 as result of achieving 100% customer satisfaction on all customer responses.

• Developed territory, adding twenty new accounts in first 90 days and increased sales by 300%.• Delivered unparalleled service and viable solutions to clients’ challenges.• Provided augmented solutions in ever-changing, competitive marketplace.