Management Customer Service

EDWARD B. HIRSH

**** ******* ***** ******: 267-***-****

Yardley, PA 19067 Email: *******@*******.***

Energetic, results driven executive with over 20 years’ experience in the operations and risk management. Unique and outstanding combination of in-depth operations expertise and extensive business acumen. Consistent record of innovation and accomplishment in both operational and strategic management roles. Proven ability as a change leader with a proactive, collaborative and entrepreneurial work ethic delivering bottom-line results in dynamic business environments. Articulate, hands-on mentor who fosters a highly-motivated, positive work environment encouraging teamwork, ownership, accountability and accomplishment recognition. Creative thought leader focused on the customer, return on investment, competitive advantage, risk management, client/vendor management, driving continuous improvement, and aligning technology with business objectives.

AREAS OF EXPERTISE

Strategic Partnership Development

Vendor Management/Outsourcing Strategy

Strategic Planning

Budget - Portfolio - Project - Risk Management

Change Management / Process Optimization

Customer Service/Operations Management

Organizational Development

Communication and Presentation Skills

Risk Management and Assessment

PROFESSIONAL EXPERIENCE

Cenlar FSB, Ewing, NJ 2015 – 2019

Vice-President of Process Improvement/HELOC Operations

Responsible for overseeing the daily operations of both the second mortgage and Home Equity Line of Credit (HELOC) business units, to include performing and non-performing assets, which included 20 full-time employees across 5 functional units.

Partnered with new and existing clients to develop and implement borrower facing strategies designed to support a high-quality customer experience, borrower retention and the remediation of projected and realized losses.

Developed, maintained and managed operational and control procedures across the HELOC business unit to include, fraud identification and resolution, loss analysis and remediation, new loan/servicing transfer implementations and post boarding quality control and borrower communication and dispute resolution.

Established workforce management program to ensure employee production maximization and performance, accuracy of volume metrics to support staffing model considerations and identification of opportunities for technology support to eliminate manual interventions and drive cost reductions.

Served a project sponsor and leader for re-design and re-deployment of customer facing web-site, which resulted in increased borrower enrollment and utilization, enhanced multi-channel communication, reduction of inbound calls and processing tasks.

Partnered with the Internal Audit division to define operational risks and establish future audit guidelines through participation in risk and control assessment process, audit committee meetings, and regulation and requirement review and validation exercises.

Participated in high-level discussions with regulatory, GSE and state agencies, prospective and actual clients, and internal and external senior level executives in regards to operational and control environments and performance, observations, findings and remediation plans, contractual negotiations and disputes, and sales and marketing presentations.

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First Key Mortgage LLC, Rye Brook, NY 2014 – 2015

Vice-President of Servicing Oversight

Managed, directed and supported servicing oversight team of 5 employees in conducting pre-relationship due diligence activities for potential new sub-servicing vendors, as well as on-site audits of existing vendors.

Established oversight audit plan in support of contractual, regulatory and other requirements to ensure sub-servicer performance in accordance service level agreements and defined requirements.

Partnered with sub-servicers and internal stakeholders to define strategic direction, implement operational and control parameters and establish standards and reporting to ensure the highest levels of performance achievement.

PwC (PricewaterhouseCoopers LLP), Philadelphia, PA 2011 – 2014

Senior Manager

Led and managed the execution of multiple Law Firm assessments for financial institutions, focused on operational, IT, and loan file processing activities and their compliance with servicer requirements, laws and regulations and supervisory guidance.

Assisted financial institutions in defining audit requirements and conducting operational and loan file reviews of law firms, sub-servicers, and other vendors based upon recent regulatory guidance and/or contractual requirements.

Led engagement with sub-servicing provider to assess current state policies and procedures against National Mortgage Standards (NMS), CFPB requirements, investor and GSE guidelines and contractual agreements, with a specific focus on default operations.

Assisted mortgage lenders in developing and implementing vendor management programs that are responsive to law firm oversight responsibilities.

Managed the development and implementation of third-party management oversight and compliance programs as recently required via various regulatory directives for several financial institutions.

RMG (Risk Management Group), Brooklyn, NY 2008 - 2011

Managing Director of Servicer Oversight

Led multiple project teams in performing loan servicing audits of major mortgage servicing organizations on behalf of investors and bond insurers in order to evaluate current operational abilities and performance related to pooling and servicing agreement triggers and standards.

Managed servicer oversight on behalf of the FDIC for several failed banks, which included current portfolio assessment and reporting, new servicer due diligence, pre-transfer account management, post transfer account monitoring and on-going portfolio performance reporting.

Provided strategic recommendations and project plans to current clients based on audit performance, which may include servicing transfer, incentive implementation, procedural enhancements and loss mitigation deal parameter expansion.

Established monitoring and re-assessment guidelines to ensure servicer/sub-servicer remediation of issues and/or enhancements identified during initial and/or on-going servicer/sub-servicer audits.

Managed multiple teams in conducting loan level file audits to identify servicing gaps and/or errors to support investor/bondholder claims for monetary reimbursement.

Performed new servicer identification due diligence to provide clients with special servicer alternatives when a transferring of assets must be completed.

Prepared and authored mortgage servicer evaluation audit reports at the completion of each client engagement outlining servicer strengths and weaknesses, future client strategies, and key procedural capabilities.

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REEMATT LLC, Yardley, Pennsylvania 2006 – 2008

Independent Contractor

Provided consulting services to multiple clients in the areas of default operations, to include collections, loss mitigation, foreclosure, bankruptcy, and REO processing.

Assisted in the due diligence process for new venture assessment.

Reviewed and interviewed potential vendor relationships, including law firms to ensure the proper strategic alliances were developed and proper reporting and tracking mechanisms were established.

Developed sales and marketing materials to assist clients in expanding their business scope and enhance existing relationships.

Performed mortgage servicer audits on behalf of investors, lien holders and risk management groups.

Mortgage Lenders Network, Horsham, Pennsylvania 2004 – 2006

Vice-President of Default Operations

Responsible for overseeing the daily operations of multiple default units, which include 35 full-time employees, across 5 functional units, and total asset management in excess of $200 million dollars.

Responsible for yearly budget forecasting and overall budget management in excess of $5 million dollars.

Worked directly with IT staff to establish risk management models and reporting that allowed for the strategic resolution of accounts based on expected rate of return, future loss projections, and strategic positioning.

Directed, established, implemented and analyzed policies, procedures, and workflows to ensure operational risks were mitigated, technological advances were explored and implemented, detailed training was provided to employees, and low cost, high performance opportunities were realized.

Developed allowable cost structures within all functional areas to ensure cost-benefit analytics were applied to all transactions and state specific compliance standards were met.

Managed the performance and compliance of extensive vendor network consisting of 100+ relationships to include contract negotiation, performance reporting (scorecards), internal auditing, selection process, and financial review.

Responsible for the trending, reporting, and presentation of key performance and risk indicators to senior management, outside ratings agencies, government officials, and investors.

Responsible for the evaluation and project management for new operating technologies to include demonstration, cross functional support, cost benefits analysis, risk assessment, and final implementation.

Partnered with the Internal Audit division to define operational risks and establish future audit guidelines.

Utilized the following technologies: Microsoft Suite (Word, Excel, Access, Outlook, PowerPoint)

Fidelity/Alltel Servicing System (MSP), LPS Desktop, Lenstar, Passport (Ad-Hoc Reporting), Crystal, I-Clear & New Invoice (Automated Payable/Receivables), Main One (In house reporting database), Internet

Fairbanks Capital Corporation, Hatboro, Pennsylvania 2000 – 2004

Fairbanks Capital Corporation purchased ContiMortgage in 2000.

Vice-President of Default Operations

Responsible for the daily operations oversight for the default unit, which included 300 employees, across 6 functional units, 3 servicing centers, and total assets managed in excess of $25 billion dollars.

Implemented automated billing system which enhanced loans servicing controls, ensured fees and costs compliance with state guidelines, and through trending analysis identified areas for lower costs opportunities.

Responsible for yearly budget forecasting and overall budget management in excess of $20 mil.

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Direct, establish, implement, and analyze current policies and workflows to ensure operational risks were mitigated, technological advances were explored and implemented, detailed training was provided to employees, and low cost, high performance opportunities were realized.

Established key performance and risk metrics that proactively identified high risk, high loss assets to allow for priority handling and resolution.

Developed pre-foreclosure loan review group which performed a risk assessment on each loan based on pre-defined risk factors in an effort to mitigate future losses, enhance future returns, and ensure state regulatory compliance.

Participated in new loan servicing audits and due diligence project, to identify operational risks, areas of performance deficiency, and future performance modeling for the purposes of risk management, issue identification and prioritization, and resource allocation.

Oversee the management and performance of extensive vendor network consisting of 100+ relationships to include contract negotiation, performance reporting, internal auditing, selection process, and financial review

Responsible for the trending, reporting, and presentation of key performance and risk indicators to senior management, outside ratings agencies, government officials, and investors.

Utilized the following technologies: Microsoft Suite (Word, Excel, Access, Outlook, PowerPoint)

Fidelity/Alltel Servicing System (MSP), Lenstar, Passport (Ad-Hoc Reporting), Crystal, I-Clear & New Invoice (Automated Payable/Receivables), Main One (In house reporting database), Internet

ContiMortgage Corporation, Hatboro, Pennsylvania 1996 – 2000

Foreclosure/Bankruptcy Operations Manager

Responsible for overseeing the daily operations of the default units, which included 50 plus employees, across 2 functional units, and total asset management in excess of $1 billion dollars.

Implemented a new loan servicing system that streamlined internal and external processes, while reducing overall department operating expenses.

Developed internal performance and loss tracking reports to allow for a proactive and educated decision making process.

Established monthly performance achievement metrics and corresponding bonus compensation plans.

Oversee the management and performance of extensive vendor network consisting of 100+ relationships to include contract negotiation, performance reporting, internal auditing, selection process, and financial review.

Utilized the following technologies: Microsoft Suite (Word, Excel, Access, Outlook, PowerPoint)

Fidelity/Alltel Servicing System (MSP), Lenstar, Passport (Ad-Hoc Reporting), Crystal, I-Clear & New Invoice (Automated Payable/Receivables)

GMAC Mortgage, Horsham, Pennsylvania 1995 – 1996

Foreclosure/Bankruptcy Supervisor

EDUCATION

Kutztown University, Kutztown, Pennsylvania 1992

Bachelor Business Administration - Management

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