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Yyyyyy x. yyyyyy

6308 Ironbark Court | Citrus Heights, CA 9562xxx-xxx-xxxx | abc@xyz.com

 

Senior Level Mortgage Services Executive

Loss Mitigation / Staff Development / Instructional Design / Foreclosure Processes / Operations

 

Dynamic, articulate and seasoned Mortgage Services Professional with in-depth mortgage industry operations expertise, eager to contribute strong collections, customer service and operations management talent toward optimizing the goals of a progressive financial sector employer. Keen understanding of monitoring and responding to audit responses and maintaining compliance with all regulatory requirements. Dedicated to continuous improvement, staff development and customer service with the demonstrated ability to align day to day operations management initiatives to corporate goals.

 

Core Competencies

 


   Bilingual/English and Spanish

   MS Office Suite and E-Workforce

   Mortgage Service Programs

   Lender Processing Services

   Budget Management/P&L Accountability

   Customer/Investor/3rd Party Inquiries

   Managing Customer Documentation

   Integrate Next-Gen Technology Tools

   Recruiting/Hiring/Staff Development

   Problem Solving/ Sound Judgment

   Negotiation and Persuasion

   Strong Ethical Standards

   Process Design/Measurement

   Mentally Sharp/Quick Decisions


 

Profile

 

   Highly experienced in monitoring and responding to audit responses; in-depth understanding of Regulation AB, Sarbanes Oxley (SOX), HAMP Administration, MHA-compliance and customer complaint tracking system.

   Experienced with industry standard and proprietary tracking systems and software; demonstrated ability to interact with Information Technology groups to define department needs and communicate requirements to programmers/designers to create proprietary applications to meet those needs.

   Insight into currency comptroller, S&P 500, Moody s, Fitch and AS400; understand technical, regulatory and organizational requirements for optimized business results.

   Proficient problem solver who conceptualizes business and technical perspectives to develop workable solutions; provide strategic planning and vision for initiatives, integrating the requirements of all units.

   Accountable in a high-profile executive role, overcome complex business challenges and make high-stakes decisions within a high-pressure environment using experience-backed judgment and integrity.

   Exceptional public speaking talent; ability to engage, mentor and motivate others through presentations and motivational speaking as well as influence cooperation and build partnerships.

   Technical/Software Expertise: Auto Dialer (DAVOX), Mortgage Servicing Program (MSP), E-workforce, Aspect, managed call strategies and capacity planning.

 

Professional History

 

2005 to 2010: Barclay's/ HomEq Servicing/ Ocwen Financial

Default Servicing, Modification Manager / Underwriting Manager

   Provided day to day operations management and oversight for the Default Servicing Group of large lending organization; applied dynamic leadership, staff development and in-depth understanding of modification program objectives to delivery consistent results.

   Instrumental in developing stringent performance standards for Bilingual and Modification teams; incorporated risk assessment, quality control and service guidelines to drive cohesion and continuity among client interactions, and ensured optimized compliance with internal/external requirements.

   Performed detailed work-flow analysis to increase productivity and efficiency among staff; recruited, hired and trained 60 member high performance team, and guided employee relations, disciplinary actions and annual performance reviews.

   Developed customized training and development programs to drive efficiencies across the board; identified key benchmarks and measured outcomes, adjusted training/mentoring to address inconsistencies.

Key Contributions

  Developed and implemented loss control strategies for the second mortgage population; created the HomEq Servicing underwriting tool (Mod Calc) and Decision Engine Analysis Loan Level (DEALL) to automate processes and enhance continuity.

  Spearheaded implementation of the HAMP/HAFA loan modification program; applied strong understanding of short sale, foreclosure and modification principles in navigating complex program requirements, and instituted risk controls to enhance financial outcomes for division.

  Effectively managed a high volume of customer, investor and 3rd party inquiries; fostered solid internal/external alliances to support aggressive business goals.

 

2000 to 2005: Wachovia / HomEq Servicing

Human Resources Training and Development Learning Generalist /Strategist

   Provided crucial instructional design, program development and training facilitation to enhance efficiencies, compliance and productivity results for multi-site operations training teams.

   Conducted in-depth gap analysis and training curriculum audits to identify operational needs and performance deficiencies; collaborated with internal business units and managers to formulate effective training programs, and introduced detailed instructions on meeting regulatory and investor compliance requirements.

 

1996 to 2000: The Money Store / Wachovia - Assistant Supervisor

   Instrumental in leading tactical recruiting, hiring and training strategies to drive retention, productivity and performance goals for Call Center Staff.

   Spearheaded development of standardized collections strategies to increase success rate; conducted ongoing training, mentoring and coaching to drive cohesion and continuity among staff performance, and leveraged leadership and communication talents to influence year over year growth.

 

Education / Professional Development

 

University of Phoenix, Main Campus, Sacramento, CA

   Master Business Administration

   Bachelor of Science, Business Management

 


Fundamentals of Training

Instructional Design for Trainers

Managing Human Resources Policies

Civil Treatment for Managers

Seminars/Training

Negotiation Skills

Business Writing

Career Power

Needs Analysis

Situational Leadership

Targeted Selection


 

Certified Instructor: Customer Service Excellence and Achieve Global on Stellar Service

 

Yyyyyy x. yyyyyy

6308 Ironbark Court | Citrus Heights, CA 9562xxx-xxx-xxxx | abc@xyz.com

 

 

 

(Date)

 

Mr. (Ms.)

(Company)

(Address 1)

(Address 2)

 

 

Dear Mr. _________________

 

It was a pleasure (speaking with you/meeting with you) on the (date for example, 19th of February or 3rd of July). I would like to take this opportunity to thank you for the time you spent with me, as well as to express my appreciation for the information you offered.

 

I am very interested in the (name of position) position, and I am convinced now, more than ever, that it is the right job for me. I feel my background and qualifications prepare me well for just the sort of challenges and responsibilities we discussed.

 

Again, thank you for considering my qualifications. I enjoyed our talk, and am available at any time to provide you with any more information you may need. I look forward to hearing your decision.

 

 

Sincerely,

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Yyyyyy x. yyyyyy

6308 Ironbark Court | Citrus Heights, CA 9562xxx-xxx-xxxx | abc@xyz.com

 

 

Name

Title

Company

Address 1

Address 2

City/State/Zip

Date Here

Dear <Name Here>,

 

 

I have enjoyed much success in my career as a Manager in the Mortgage Services Industry, and am ready for additional responsibilities and challenges. Please accept this letter and the attached resume as application for the position of <position here>. I am convinced after reading the description for this position on <location of job ad here>, that I am the ideal candidate for the job.

 

I have an excellent track record of leading tactical training and development, program implementation and compliance initiatives in the mortgage industry. Known as a trusted and reliable professional with an in-depth understanding of modification and collections processes, I am poised to make a direct and immediate impact to your organizations success. I have achieved great success in each position that I have held, and am ready to move into a more Senior Level role where my leadership, advanced communication and program development talents will be utilized to enhance business outcomes.

 

According to the job description for <position here>, you are seeking someone with the ability to <choose something from the job description here>. I am well versed in <specific here> and know that I could be an integral member of your team. I have successfully led high performance teams to success and my superior knowledge of client relations and business operations strategies will be a key to my success with your organization.

 

In addition, I have been consistently acknowledged by my employers for exceeding performance expectations. I have been consistent in my success, and even in these challenging economical times, I have been able to continue to drive growth and revenue results. I am very interested in pursuing a leadership position with your organization, and my ability to adapt to a changing market has been the cornerstone of my continued achievements.

 

Thank you for your time and consideration. Please contact me at your first convenience to speak further. If I do not hear from you within 10 days, I will contact you to arrange for an interview. Should you require any additional information, I can be contacted at the phone number listed above.

 

Best Regards,

 

 

 

 

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