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Customer Service Mortgage

Marietta, Georgia, United States
November 09, 2018

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Eric S. Goldstein

Kennesaw, GA 856-***-****

Operations Executive

Delivering organizational improvements that boost efficiency, productivity, and revenue.

Driven, accomplished leader experienced in identifying areas for improvement and implementing processes that motivate employees, captivate customers, and drive operational improvement. Analytical decision maker with broad industry experience and knowledge of best practices in key performance areas that inform solid business decisions and help encourage company-wide collaboration. Solid business manager with a track record of major achievements improving operational performance, reducing delinquency and losses, and increasing the bottom line.

Business Leadership


Loan Servicing

Strategic Planning


Contact Center Management

Team Building

Capital Planning

Customer Service

Risk Management


Loan Servicing Compliance


Project Management

Team Leadership

Accounts Receivable

Profit and Loss

Defaulted Loan Processes

Loss Mitigation

Professional Experience

ESG Consulting, Kennesaw, GA

Principal, 2014 Present

Improving operational efficiency and customer experience at management/consulting firm in new location, providing strategy operations review to companies offering financial services.

Improve operations for variety of clients, including rapidly growing mortgage lender. Implement best practices for loan servicing and call centers. Ensure compliance with regulatory servicing guidelines, including CFPB. Evaluate and review portfolios and agent work schedules, internal controls, finances, and strategies and provide suggestions for improvement.

Increased mortgage lender call center's right party contacts 11%.

Reduced prime mortgage lender's year-over-year delinquency 35 basis points.

Increased national mortgage lender collectors' hours worked in prime time by 6%.

Created collector call model for mortgage lender and increased agents qualifying for incentives by 7% while reducing complaints 4%.

Franklin Credit Management, Jersey City, NJ

Senior Vice President, Loan Servicing, 2012 2014

Improve operations and increase revenue at subprime/scratch-and-dent mortgage servicer.

Managed a large, multi-departmental team, implementing new objectives and service-based performance model. Cleared major foreclosure backlog with new call center strategies. Implemented changes to investor reporting and MIS controls that eliminated errors and moved reporting date for increased efficiency. Analyzed internal data collection, vendor relationships, and operational processes and metrics, restructuring servicing operation and putting new practices in place that improved all departments.

Brought organization into compliance with all new CFPB servicing regulations.

Increased servicing revenue 5% and accelerated time to revenue by 8 days within first 12 months at company.

Improved collections efficiency 10%.

Spearheaded foreclosure process redesign that created objective MIS and held foreclosure agents accountable.

PHH Mortgage, Mount Laurel, NJ

Vice President, Default Administration, 2011 2012

Bolstered investor scorecard results and implemented processes meeting aggressive investor performance metrics at top 10 mortgage servicer with portfolio totaling over $184 billion.

Accountable for investor criteria for performance in collections and domestic and international call centers. Led cross-functional team of 450 internal and external staff members. Improved operations through projects, initiatives, processes and strategies for organizational change, including projects concerning consent orders, servicing alignment, and the Attorney General national mortgage settlement. Redesigned and implemented systems in collections, call centers, dialer management controls, vendor management, and operations. Managed resources to maximize revenue.

Increased outbound collections calls more than 100% - and right party contacts more than 15% - without adding staff.

Achieved highest ranking ever on FNMA STAR servicer report card.

Created loss mitigation team that saved company more than $300K in compensatory penalties in first two months.

Met 100% compliance and regulatory requirements.

Genpact Mortgage Services, Wilkes-Barre, PA

Assistant Vice President, MERS Operations, 2010 2011

Direct MERS startup operations for new client at international BPO company.

Integral in operational efforts for large company competitor contract using cutting-edge MERS process for tracking loan ownership. Built 75-member team to support start-up operations, including effort to meet key performance goals on deadline. Provided MERS mail processing and identification processes training. Led 25-seat help desk call center for member calls and inquiries.

Completed major projects on time for launch, including functioning processes and team of capable employees, with all performance goals met.

Sallie Mae, Wilkes-Barre, PA

Director, Collections and Customer Service, 2009 2010

Oversaw staff expansion at PA site for nation's largest student lender, boasting student loan portfolio of $115 billion.

Provided operational and strategic management during expansion, overseeing cross-functional, 250+ member service team spanning three domestic and two offshore sites. Responsible for offshore vendors. Implemented organizational changes, including new collections call model, operational/performance metrics, and incentive program improvements.

Improved cash collections, from 5.08% of all collections to 9.20%.

Responsible for 10% reduction in complaints.

Increased right party contact rates 8%.

ESG Consulting, Olympia, WA

Founder, 2006 2009

Launched company to improve processes and management at financial service companies, with focus on operational efficiencies and overall customer experience.

Took on multiple clients, analyzing current operating processes and people management strategies and implementing improvements. Assessed loss mitigation policies and strategies. Completed operational redesign and implemented new employee training programs for national mortgage servicer.

Increased outbound collector call volume by 11% at commercial leasing company with reporting structure redesign.

Improved call quality by 15% for national mortgage servicer.

Served as expert witness in servicing-related litigation for subprime commercial auto lender.

Reduced loss on mitigated accounts by 8 basis points during first month of execution for mortgage lender.

ET Financial Services, Olympia, WA

Vice President, Operations, 2004 – 2006

Established systems, processes, controls and infrastructure to support business activities at startup outsourcing firm serving local community bankers.

Brought on as one of first employees to prepare company for launch and success under tight deadlines. Managed back office and customer operations. Selected technology for company operations, established best practices, and developed bank management information systems.

Implemented effective processes and controls that were recognized with Statement on Auditing Standards SAS 70 certification.

Extensive prior experience in leadership positions at large servicing firms, collections companies, and call centers, including Household Finance, The Money Store, and Cityscape.


Bachelor of Arts in Economics

Brandeis University, Waltham, MA


Contributing author to Mortgage Banking magazine.

Contributing author to Servicing Management magazine.

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