Steve Irwin Email & Phone Number

In this role, Steve provides oversight to the association’s initiatives to serve as an educational resource, policy advocate, and public affairs center for consumers, lenders and related professionals. Steve works to enhance NRMLA’s presence in the political debate affecting a number of issues that impact member companies’ ability to serve the nation’s.

• Drove development and execution of strategic imperatives behind build-out of internal loan servicing infrastructure comprised of seven distinct cost centers staffed by 115 domestic/offshore personnel. Identified key.
• Streamlined the operations of two newly combined business divisions, creating a platform of over 160K active accounts and assets of more than $21B.
• Delivered a 35% compound annual growth rate in volume from 2005 to 2008, with annual revenue growth of 52% for the same three-year period.
• Identified the business unit’s primary cost drivers and reduced direct cost per unit by 10% over two years through launch of outsourcing and offshore initiatives. Improved capacity utilization by 22%.
• Achieved top line customer satisfaction of greater than 90% across 13 consecutive quarters by directing rollout of a customer satisfaction tracking system and survey. Attained a net promoter score of 60%+.
• Implemented necessary business actions—incremental and radical—in current technologies and processes.

• Led and managed loan servicing and customer service for an operation with over 42,000 accounts and over $3.5 billion in assets
• Created and implemented servicing operations policies and procedures increasing efficiency of department and reducing servicing costs by 20 percent
• Establish internal quality control programs for measurement of company performance against CEO’s strategic vision
• Advised Senior Management, CFO, and CEO on strategic initiatives
• Managed special projects, including bulk purchases of loans and post-acquisition integration, with an outstanding record of on-time and in-budget completion

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