Management Quality Assurance
Resume:
Therese Otto Pfullmann
Fort Worth, Texas
*********@*********.***
OBJECT I V E
Seeking a Management position utilizing my skills in organization, quality assurance and data
management.
MA NAGE ME N T EXPER I E NCE
Knowledgeable in FNMA, FHLMC, HUD, VA Mortgage Servicing and Default Reporting. I
am familiar with the foreclosure proceedings nationwide including new CFPB requirements. I
am able to develop and maintain successful working relationships with outside vendors. I am
excellent at operations and streamlining processes to create efficiencies. I am knowledgeable
on Microsoft Office Applications including advanced Excel; NDTS, MSP Alltel, LSP, Fiserv
Loan Serve, Lenstar, Black Knight aka LPS Desktop, Invoice Management, Eworkforce,
C larifier, CMS Vendorscape, FHLMC Goldworks, Service Loans and Midanet.
E D UCAT IO N
• University of Central Oklahoma, Edmond, OK 73034-5209
• Bachelor of Science Grad May 1998
Di rector of Foreclosure & Bank ruptcy - Residential Credit Services, I nc.
2012-2015
Directed all processes in India and Onshore to streamline quantity and quality of work
performed for the following departments: Foreclosure, Bankruptcy, Special Assets, and
Document Execution. Created procedures for and maintained the India offshore staff of 12+
i ndividuals. Visited India several times to conduct t raining and become familiar with the
culture. Managed Default Invoicing process and change implementation in Invoice
M anagement and Fiserv. Directed Foreclosure and Bankruptcy loan boarding and audits for
a ll Acquisitions and Service Releases. Partnered with other departments in the maintenance
of the investor and preferred attorney network. Conducted sampling and testing of 1099A end
of year forms.
D efault Reporting M anager - Saxon Mo r tgage 2011-
2012
Acted as Investor Liaison to all Investors. Manage Loan Operation functions by monitoring
monthly default reporting for FHLMC, FNMA, FHA, USDA, MGIC, VA, and all M I companies.
M anage staff of associates. Create controls to manage loan operations involved in Default
Reporting. Create processes to ensure adherence to investors’ strict reporting requirements.
Conduct ongoing reporting awareness session with Loss Mitigation areas to ensure accurate
default reporting codes. Responsible for Compensatory Fee Review for both FNMA and
F HLMC. Significantly reduced reporting errors for all investors especially SFDMS FNMA and
F HLMC resulting in improved Tier ratings. Familiar with Investor reporting tools and
websites
S upe rvisor-Fi rst American Loanstar T rustee Services
2006-2010
Supervised various departments including First Legal, Client Services, Subordinate Lien
Services, Sale Bid Approval and Document Control, which includes Assignment, Substitution
of Trustee and all Statutory Mailings. During my tenure at First American I have organized
each department supervised, I have created efficiencies and capacity for more volume.
Operations skills include ability to analyze, document and streamline processes. I have
i dentified areas of weakness and developed strategies to increase capacity and improve
t imelines. Identified areas for outsourcing and managed a group in India and the Dominican
Republic for various non-customer related tasks. Worked closely with IT in the development of
automation scripts for assignments, SOTs and statutory mailings. Knowledgeable on NDTS,
MSP Alltel, LSP, Fiserv, Lenstar, eworkfore, Clarifier and CMS Vendorscape.
F oreclosure Systems Analyst - E MC Mo rtgage Corporation
2005-2006
Partnered with LPS in creation and implementation of procedures to be used for monitoring
foreclosure proceedings in all states. Performed daily maintenance of foreclosure monitoring
systems, which include Alltel Director Portal (MSP) and NewTrak. (LPS Desktop) Analyzed
and maintained foreclosure automation, which included FC Referral, Conventional Bid,
J udgment Figures and Reinstatement scripts. Wrote bidding procedures to be used by the
outsource group utilizing EMC business strategies. Built and ran passport queries to be used
for quality assurance. Responsible for the creation and maintenance all procedures in each
department. Member of the Year End team which ensures all end of year reporting is
completed, including 1099-A.
F oreclosure Supervisor - E MC Mo rtgage Corporation 2003-
2005
Supervised 10 to 12 individuals with specific duties which include one or more of the following:
referral of files to designated counsel for all 50 states, monitoring the foreclosure process from
referral to sale, reviewing of files coming out of Bankruptcy and Loss mitigation, Completing
Equity analysis on junior liens and maintaining automated scripts used in the Foreclosure
Department. Created reports to ensure HUD and VA guidelines were met. Aided in the
i mplementation of NewTrak (LPS). Traveled to other Servicing organization for Due Diligence
on possible acquisitions.
Default M anagement S upervisor - M idland Mo rtgage, Oklahoma City, OK
1998-2002
Supervised four departments: Foreclosure, Invoice approval, Foreclosure Referral and
Documentations consisting of 17 employees. Monitored foreclosure proceedings for all 50 states.
Monitored influx of foreclosure referrals monthly. Tracked incoming and outgoing original
mortgage documents. Ensured all vendor invoices were current. Created reviewed and worked
control reports to ensure all HUD and VA default guidelines were met. Identified areas that
needed improvement to decrease the cost of mortgage servicing. Trained in Situational
Leadership and Management Strategies. Strong personnel management skills
Contact this candidate