Vera Andrews Email & Phone Number

Dallas, Texas, United States

Laser focus on bridging the gap between service and sales, between company interest and customer interest to unlock value and mutual success for all.

Addison, Texas, United States

Manage sales and service in all major markets. Build, expand and maintain services for the multifamily, affordable and student housing industries, as well as government agencies.

Dallas/Fort Worth Area

Executed leave to pursue volunteer activities as well as raise family. Led non-profit fund raising for local junior hockey organization. Provided financial and education services to families in need through multiple outreach programs. Completed intake for new clients. Conducted interviews to identify needs. Worked with clients to develop resumes.

Dallas/Fort Worth Area

Transformed the firm’s community relations strategy as it relates to consumer home preservation. Managed reputational and financial risks while representing the interest of customers and investors. Offered mitigating solutions when dire financial constraints existed. As the face of the organization, I acted as liaison to government agencies, consumer advocates and non-profit organization. Analyzed and implemented new or modified consumer relief mandates and regulations. Launched default initiatives to assist investors in minimizing potential losses.- Aggressively developed team that met a foreclosure prevention goal of 85% within the first quarter of 2010- Executive liaison with U. S. Treasury regarding loan modification and foreclosure prevention- Implemented multiple government initiatives to preserve homeownership throughout default management teams- Marketed home preservation initiative to culturally sensitive areas and advocacy groups

Dallas/Fort Worth Area

As creative problem solver, led servicing operations team consisting of 150 full time employees and 3 outsourced vendors responsible for implementing and maintaining service excellence with a strong emphasis on quality. Proficient oversight of Morgan Stanley's servicing of global wealth management call center, escrow services, customer relations, and early collections. Also managed Saxon’s customer relations, document management, new loan boarding, training and quality assurance. Consulted and provided strategic support to shared services department directors in compliance, legal and internal audit. While servicing $10 billion in mortgages, maintained positive relationship with the firm’s global wealth financial advisors and their clientele.- Improved global wealth management customer satisfaction and positive servicing experience scores 27% within a year- Captured $900,000.00 in tax penalties and interests from previous servicer and/or title companies by implementing collections strategy within Escrow Administration- Slashed servicing cost of outsourcing by 20% a month. Developed a host of reports to better manage outsourcer performance- Completed acquisition of 100,000 mortgage servicing rights with an error ratio of less than 1%. Revised Acquisitions data capture process to gain efficiency and accuracy upload of data. Reduced the exceptions report from 10,000 to 300 exceptions- Drove advanced call recording system to improve quality control tasks with an ROI of 20%. Expanded quality control department to support 4 additional departments without the addition of the quality control staff- Managed compliance, financial, and reputational risks for operations- Executed formal change management program to ensure and maintain the servicing company’s adherence to compliance, policy and procedures

Dallas/Fort Worth Area

Managed a team of 18 employees located in 3 regions to successfully meet key business objectives through daily design activities, policy and procedure documentation and the execution of job skill and professional training delivery. Assessed employees’ effectiveness on the job through an internally developed mastery assessment tool. Used consultative approach to assess and implement training solutions and best practices. Supported employee readiness for strategic initiatives, cultural initiatives, site consolidations, system enhancements, and conversions. Provided executive management with monthly reports on program usage, costs, and effectiveness. Led the training project teams through 30+ system conversions and 20+ function migration/consolidations and releases since 1998.

Bachelor'S Degree, Economics

Graduated Cum Laude

Associate'S Degree, Economics