Quality Assurance Management

* * * * * A P P H I R E S T R E E T A LT A L O M A C A 9 1 7 0 1

CELL PHONE 949-***-****

E - M A I L W E N DY L E E 8 2 3 @ YA H O O. C O M

W W W. L I N K E D I N . C O M / I N / W E N D Y A D A M S L O W E

WEN DY ( ADAMS ) LOWE

OBJECTIVE

To expand my knowledge in diverse fields through a challenging position which will also allow me

to contribute to an organization’s performance and company goals. Ideally, this prospect will

necessitate leadership, attention to detail, proactive solutions to challenges, creative thinking

and successful teambuilding with others.

SUMMARY

Throughout my years of increasing responsibility in the mortgage industry, I've learned to

creatively problem solve through a combination of practical experience and the ability to

network effectively with various levels of the organization: executives to associates. I was

fortunate to have gained such experience by accepting various positions that allowed me to

learn the intricacies of the industry, both from a micro and macro viewpoint. These positions

included time as a Loan counselor, Correspondence Specialist and Quality Assurance Specialist

prior to my role in management. During my time in management, I have created departments,

implemented processes, improved efficiencies and supervised groups ranging from 30 to 60

associates, including the management and development of Team Leaders.

EXPERIENCE

November 2008 - July 2010 NCCI (National Creditors Connection, Inc.)

Loss Mitigation Supervisor/Client Coordinator

• Manage multiple client-specific processes, ensuring quality while meeting established

timelines

• Support Clients (i.e., Citi Mortgage, Bank of America) using LPS MSP and Director, NACA,

Filenet, Citilink and DRI to process and audit Loan Modification documentation, ensuring

file completion and accuracy of income/expense calculation.

• Train, develop and coach new hires, existing associates and Team Leaders

• Originate and maintain Statements of Work/Service Level Agreements for new clients

and product lines

• Produce daily, weekly and monthly pipeline reports to numerous clients and executive

team

• Liaison to the Sales Team, Clients and IT department, serving to meet their needs and

assist to resolve all necessary issues

• Facilitate staff meetings, associate coaching and development, implement changes

based on company needs and obtain associate buy-in

• Prepare and communicate associate performance reviews and provide continuous

feedback

July 2003 – October 2008 Carrington Mortgage Services, LLC/New Century

Mortgage

Cash Management Supervisor

• Successfully implemented cash, invoice and outstanding recoverable functions from

corresponding business units to create the Cash Management Department

• Responsible for creating and updating policy and procedures and staffing projections

• Develop processes to ensure coding accuracy of disbursements and expenses

• Perform timely payment to vendors through MortgageServ and New Invoice/Invoice

Management systems

• Created and maintain Cash Management reports for all disbursements, payments,

outstanding recoverable items and unapplied funds

• Communicate with the functional business units to ensure approval of outstanding

invoices and unapplied funds on liquidated and paid off loans

• Coordinate flow of cash and daily disbursement amounts

Sr. Compliance Specialist

• Perform internal audit reviews of loan servicing operations

• Conduct business, operational and procedural reviews within the functional areas of

Loan Servicing

• Identify noncompliant and risk issues and their impact on the department, the division

and the company

• Recognize opportunities to enhance productivity and process improvement

• Define and recommend best practices and strategies to resolve issues

• Complete report of each review to determine scope, action items, severity of risk(s), and

timing of completion

• Analyze and present findings to executive team and major rating agencies

• Maintain and enhance database used to report reviews, results, and feedback

Collections Operations Supervisor

• Monitor the output and integrity of all Collection reporting

• Manage the workflow and responsibilities of the Collection Coordinators and Specialists

• Create, track and update current and new Collection reports through InformEnt and

Collections Database

• Perform associate performance reviews and coaching sessions

• Update current and implement new policies and procedures

• Maintain and update associate records

• Create Job Descriptions as needed for department growth

May 1997 – July 2003 Option One Mortgage Corporation

Asset Control Supervisor

• Develop and supervise Loan Counselors activities to ensure compliance with company

policies, FDCPA and all State Specific collection laws

• Provide leadership and continuous feedback to Team Leaders and associates

• Accountable for proper staffing, daily production and quality control to reduce

delinquency and increase associate performance

• Monitor and execute the daily call campaign strategies to maximize customer contact

and minimize delinquency

• Conduct call monitor reviews, provide feedback, coaching and manage dispute issues

• Track daily delinquency results and implement corrective action as needed.

• Perform associate performance reviews, implement disciplinary action as needed and

act as primary contact between staff and HR department, observing current

employment laws and policy updates

• Responsible for interviewing/hiring and training new associates

• Administer and facilitate training classes to increase associate performance

• Execute special projects (revised existing attendance policy in compliance with current

State laws, created collections training guide for mentor position)

• Maintain scores of 80 – 95% on Mercer and company associate satisfaction surveys

Asset Control Team Leader

Senior Quality Assurance Specialist

Senior Correspondence Specialist

Loan Counselor

1992 – 1997 California Federal Bank

Senior Loan Representative

Foreclosure Specialist

1989 – 1997 Los Angeles Turf Club (Santa Anita Race Track, Hollywood Park

Race Track, Fairplex)

Money Room Teller

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