Customer Service Data

Anthony J Francis

Lewisville, Texas *****

512-***-**** Cell

**********@*****.***

https://www.linkedin.com/in/tony-francis-966b7662/

https://us04web.zoom.us/j/769-***-****

Consumer lending and Loan servicing professional with extensive experience in Default Loan Servicing. Strong knowledge of servicing functions throughout the loan lifecycle for all loan types (FHA, VA, GSE, and RHS). Recognized for Data Management and Data Analytics, exhibiting the ability to transform data into business value via process improvement, with a focus on compliant and efficient productivity.

KEY EXPERTISE

Collections/Loss Mitigation

HUD, VA & GSE Guidelines.

Issue Management

Reporting

Customer Service

Acquisition Due Diligence

Compliance/Risk

Trending

Foreclosure/Bankruptcy

Workforce Management.

Process Improvement

Data Analytics

Sub Prime Default

Cash Processing

Development/Training

QC/QA

SYSTEMS/SOFTWARE

MetricStream

MSP/LPS

Access

Outlook

Vendorscape

Director

Excel

Lotus Notes

Genesys Dialer& WFM

MSP/Passport

Word

Argus

CCN Call Routing

MSP/BDE

PowerPoint

JIRA

Interactive Intelligence

FiServ/Latitude/On Demand

VBA

BITB

Professional Experience

Robert Half (Protiviti Consultant) Feb 2019 – Present

Business Risk and Controls Analyst

Issue Management

Review Issue/Gap with Business Owner/Compliance/Legal

Agile Triage

Assess Issue Severity

Assess Action Plan to remediate

Validate Closure documentation

TelePerformance(Humana) Sept 2018- Feb2019

Medicare AEP-OEP, AHIP Certified

Pharmacy/ WEB Trouble shooting/Forecast Analysis

SW Credit Services Feb 2018- Sept 2018

Commercial Collections

Retrieve/validate appropriate Invoices

Reconcile Debit/Credit

Work with Customer AP Departments to resolve

Utilized Livevox/Latitude/TLOxP

American Income – Alan Jennings Agency -Irving, TX Jul 2017 – Feb 2018

General Lines Agent - Life, Accident, Health and HMO, TID License 2238526

Analyzed client needs/budget to formulate appropriate plan protection)

Complete and submit all State regulated and Agency required artifacts.

Conducted/Completed Policy Owner Service Requests in assigned area

Bank of Oklahoma Financial- Tulsa/Irving May 2015 – June 2017

Operations/Collection/Loss Mitigation

Vendor oversight of outsourced Collection Function

Developed/Produced Vendor QA and KPI metric Reporting Developed/Produced Collection P&P’s

Developed Collection QA Function to test against CFPB/OCC/Agency guidelines.

Identified gaps/opportunities, re-drawing process flows, resulting in a 77% improvement(penetration rate and call compliance)

Stratified portfolio, developing a key data and risk based collection strategy enhancing operational performance

Developed/ Produced Collection training materials endorsed by Risk and Compliance department

Integral to a Fiserv to MSP Platform Conversion

Walter Investment Management Corp.(Greentree)- Irving, TX May 2013 – May 2015

(successor to MetLife Home Loans)

Business Intelligence/MSP Admin.

Business Intelligence/Technology Services/MSP Integration

MSP Administration (Groups, Indicators, Snapshots, Task. Task Routing)

Managed team responsible for: Bringing up the MSP platform

Report Design and Development, MSP VB.Net Script development

MSP Batch Transactions across all workstations

Performed gap assessments and assisted in business units in gathering/developing requirements

Performed current and desired state analysis

Reduced timeline from requirements to production while still following accepted SDLC

Conversion mapping from proprietary servicing system to MSP

Left position after being recruited by former First Horizon/MetLife Executive level staff at BOKF

MetLife Home Loans, FKA First Horizon- Irving, TX Mar 2009 – May 2013

(Successor to First Horizon)

Default Analytics

Develop/Produce Management, Operational and Exception Reporting

Responsible for Treasury IR2 Reporting

Developed and Produced New MICA monthly reporting

Identified and Waterfalled the IFR population

Responsible for Loss Mitigation Template Design and Build

Responsible for LPS/MSP Director VB.net Script Requirements, Design

Responsible for LPS/MSP Director Task Build and Task Routing

Recruited by and Moved to WIMC as a result of Portfolio Sale

First Horizon Home Loans- Irving, TX Mar 2008 – March 2009

Collections/Loss Mitigation

Implemented the Collection Department transition from Knoxville, TN to Irving

Hired and Trained Frontline, Lead and Supervisory Staff, Reinitiating and/or developing processes

Utilized I3 Dialer and Blue Pumpkin WFM

Initiated new process mapping of the Loss Mitigation workflow resulting in additional capacity

Migrate MSP enhancements into business line Process Flows

Recruited and Moved to MetLife as a result of Portfolio Sale

LAND AMERICA DEFAULT INSOURCING- Irving, TX

Foreclosure/Bankruptcy (Onsite at First Horizon) May 2007 – March 2008

Oversaw outsourcing function transition from First American to Land America which entailed

staffing, extensive training, process development, and reporting

Produced reporting to measure performance, productivity and efficiency.

Developed revenue tracking reporting.

Exceeded revenue goals by streamlining entire referral process

Moved back to First Horizon as a result of Collection operations returning to Texas

First Horizon Home Loans, Irving, TX

Sub Prime Default Nov 2005 – May 2007

Implemented processes keyed to high risk loan products.

Implemented training to elevate skip-tracing skills and collection tactics.

Reduced early payment defaults on the Sub-Prime portfolio by 58%

Reduced FNMA EA/TPR total delinquency by 21%, outperforming peer group by 4.97bps.

Reduced FNMA EA/TPR serious delinquency by 15%, outperforming peer group by 1.36bps.

Designed and built Delinquency Reports(forecasted telephony volumes/delinquency ratios

Developed equity analysis process for junior liens to include maximum bid amounts to limit loss exposure.

Moved to Land America upon Collections operation transferring to Tennessee

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