Dallas, Texas, United States
[email protected] I am a people oriented person, and enjoy helping employees grow professionally on a daily basis. Throughout my career, I have developed a management style, which focuses on the employee and providing them assistance as needed. I have learned throughout this time the employees are all looking to management for advice and guidance, and having an approachable relationship helps them open up and get the most out of each interaction. During my time as both a direct servicer and vendor I have spent most of my time focused on Loss Mitigation and Bankruptcy. I have extensive experience in all aspects of Mortgage Finance from Customer Service to Foreclosure. With my last employer I was solely responsible for a staff of 30 employees and a $1.2 Million annual budget. During the first 6 months of providing full service to our client, we exceeded projected revenue by $1.1 Million. During this time, I developed a process in order to produce at a level that exceeded expectations while ensuring the highest level of client satisfaction. Throughout my career, I have been recognized for forging positive relationships and valuable long term strategic alliances. I have been successful in startup and turnaround situations. I possess highly developed communications, negotiations, organizational, and analytical skills. Key Competencies: Project Planning & Management Strategic & Operational Planning Portfolio Management Customer Relations & Support Account Management Loss Mitigation Bankruptcy Call Center Management Profit & Loss Responsibility Policies, Processes & Procedures Staffing & Supervision Training & Development Business & Market Development Budget, Cost & Internal Controls Regulatory Compliance Analytical Problem Solver Team Oriented Multi Task Interpersonal Results Oriented Communicator Start Up & Turnaround Situations Negotiator
• Oversee Daily Investor Reporting functions • Review and Approve Daily and Monthly Remittance's to both GSE and Non-GSE Investors • Review and Approve monthly Reconciliations of Principal & Interest as well as Taxes & Insurance Custodial Bank accounts • Responsible for new Investor setups • Assist in all bulk loans sales to ensure proper reporting for all loans being sold and reconciliation of funds post release of loans
• Established Online and Pay by Phone ACH for borrowers • Chaired Year End Reporting project for over 100k loans and all vendors • Assisted in all aspects of Loan Administration Department with all projects • Produced monthly business unit report for Sr. Management including all monthly accomplishments and data for Loan Administration
• Serve as client liaison regarding establishment of service level standards and adherence to metrics • Manage team of 28 staff members and 2 Supervisors to meet and exceed client expectations • Administer servicing of over 16,000 delinquent mortgages due to financial hardship or bankruptcy • Develop and implement the processes and procedures for managing collections, loss mitigation, and short sales on bankruptcy mortgages • Responsible for adherence to rules, laws, and regulations pertaining to troubled debt loans • Review and respond to all client audits produced by both internal and external auditors • Establish, track, and monitor staff’s monthly performance and financial goals • Perform monthly reconciliation of loans to validate client acquisitions • Confirm all billable events are included in monthly client billings • Prepare and maintain department’s annual budget and monthly forecast • Establish training for all new hires and coach team on client specific procedures • Achieved annual revenues of $2.4MM with an average profit margin of 60% • Responsible for supporting monthly billings for entire Loss Mitigation Department • Assist with creation and implementation of new contracts for prospective clients • Interview, hire and train internal and external job candidates
• Manage team of up to 25 Loss Mitigation Associates responsible for the Homecomings and GMAC owned loans, as well as Whole Loans serviced for 3rd party investors • Provide guidance for new and tenured associates on a daily basis through deal review and approval as well as Monthly Qualitative Reviews • Work with 13 direct Investor Banks to provide a common Loss Mitigation strategy for possible workout solutions, as well as monthly reporting to each Bank • Conduct interviews for both internal and external candidates applying for a position in either 1st Lien Loss Mitigation or Home Equity • Directly resolve escalated issues. This entails working with GMAC “Voice of the Customer Group”, and “Office of the President” to work issues from start to finish and provide follow up as needed • Direct contact from internal Bankruptcy/Legal Loss Mitigation group for deal review and approval on loans. • Help manage current contractors working in Home Equity and provide assistance in their daily activities • Review daily reports for overall departmental productivity to provide input or assign tasks for up to 51 Loss Mitigation Associates • Work with support departments to combine processes that support Loss Mitigation and to centralize information making it readily available • Deal directly with GMAC Rescap Master Servicing for monthly bulk campaigns as well as reporting on success rates