Profile

A dynamic Professional offering a track record of success in managing operations and special projects related to polices, procedure, process improvement and risk management. Demonstrated ability to turn around underperforming teams and projects, winning buy in and motivating team members to achieve business goals. Exceptional interpersonal skills and an aptitude to foster and fortify partnerships within all levels of professionals from diverse backgrounds.

Experience

Consumer Collections Manager WESTERRA CREDIT UNION DENVER, CO 2022 to Current Manage all aspects of collection activity to reduce delinquency and mitigate losses. Ensures procedures and daily functions are in compliance with governmental regulations and internal policies. Assists in the development of long-term unit goals and manage daily activity to meet goals and objectives. Implement business action plans for short-term results within the department. Hires, reviews, schedules, trains, and monitors work of the collection department. Develops staff for current and long-term department needs and opportunities.

Mortgage Loan Servicing Manager PIVOT SERVICING GROUP LITTLETON, CO 2021 to 2022 Oversee all servicing operations. Specifically, oversight of loan boarding, escrow administration (property taxes, Hazard/ Flood homeowners insurance and mortgage insurance including adherence to LTV% requirements), daily reporting of reconciled ledgers, personally respond to customer escalations, responsible for vendor oversight of the collection operations, tracking and analytics of delinquency rates, including oversight of entire foreclosure process, inquiries received from BBB/ State Agencies / CFPB and other regulatory agencies. Oversee investor reporting and payment operations for entire servicing operation. Coaching and development of staff, communicating current KPIs and tasks assigned. Strategizing focus for ongoing training for the servicing team as of on- going documentation and execution of disciplinary action for direct reports as needed. Commercial Portfolio Manager MOUNTAIN STATES COMMERCIAL CREDIT ENGLEWOOD, CO 2019 to 2021 Hold concurrent responsibility for the management and performance of all charged off business loans including the maintenance of customer relations and forging of new business relationships. Contribute to company goals by generating additional fee revenue for the company specifically by conducting regular contract reviews and identifying contracts that included personal liability addendums that allowed the creditor the ability to use any assets located to recover funds on delinquent accounts. Jamie Donovan

Littleton, Colorado 720-***-**** ad29sh@r.postjobfree.com Loss Mitigation/ Recovery Manager SPECIALIZED LOAN SERVICING HIGHLANDS RANCH, CO 2006 to 2019 Instructed and mentored Recovery Supervisors and about 15-20 Call Center Agents on company policies, procedures, and guidelines. Create strategic scheduling for dialer campaigns. Implemented process improvements which contributed to an increase in efficiency. Analyze and identify areas of risk and formulate new policies based on regular findings. Fostered strong relationships with different department heads as a source of information along with buy in for implementing changes. Employee Appraisal Feedback: Created and implemented best practices for Employee feedback on monthly and annual reviews. Short Sales and Modifications review and approval including contributing to the approval process for Loss Mitigation workout options within the Recovery Department.

Industry Expertise

FDCPA, FCRA, CFPB and RESPA compliance • Lexis/Nexis • eOscar Updates Additional Areas of knowledge

Learning and Development • Establishment of Department Policies and Process Improvement • Vendor Management • Change Management • Risk Management • Strong Verbal and Written Communication Skills Education

General Education Diploma Arapahoe Community College 1999 Professional references available upon request