Customer Service In-Person
Resume:
To Whom It May Concern:
My name is Dan Winger and I have been directly and indirectly involved with the customer service phone and in-person facing positions my entire life. Prior to my time in the mortgage servicing industry, I spent over 21 years working and running restaurants. I have worked for small companies and large companies, contractors and temporary employers. Industries change and those of us who have experienced it, know that. As much as I have learned in my work experience, is as important as what I have learned about myself, which is I am not as concerned about my title, but rather if I am happy going to work every day. I pride myself on being self-motivated without any external need for a pat on the back or constant reassurance because I love what I do. I work hard because it is how I was raised, and what I am being hired to do. Regardless of my employer or my title, I have a proven track record of being able to develop and improve the abilities and standards of the people I work with. I lead by example. I’ve lived my whole life and applied the lessons of how you would like to be treated to my work and personal life. I think this core value is what separates me from other candidates.
I have worked with and taught specific staff members from various areas to create, update, and streamline company policies, processes, and procedures. I personally handled and ran a team which handled directly all customer, investor, judicial, or governmental inquiries and complaints, verbal and written. We acknowledged, researched, and responded, adhering to strict company, investor, and government regulations regarding how we responded and how long we had to respond. I have a track record of achieving goals consistently and creating success where there previously was none. I believe the best employees are those that are well rounded, understand the “why” behind what it is they do, and have a personal drive to succeed. I believe the best companies are those that can combine customer satisfaction and employee success while exceeding in satisfying business needs.
Finally, my resume has a lot of knowledge and experience, and many traits which are transferable to almost any position. What I hope is that I will find a home with a company which appreciates my experience but understands that I want to grow and learn no matter the role, so although I may start off at point A, I may end up at point B, even when it wasn’t in my wheelhouse to begin with.
Sincerely
Dan Winger
Accomplished, knowledgeable, and performance-focused professional with successful 10+ year career and key strengths in managing multi-faceted financial service departments, data analysis, risk mitigation, and strategic operations planning. Brings proven track record for success utilizing broad problem-solving strategies and tactical leadership to consistently achieve measureable success in meeting key financial targets, year-end metric goals, and optimal process performance. Developed strategic training curriculum, reporting, and metrics; proficient in working well with cross-functional teams across diverse disciplines; delivers innovative solutions. Effectively communicates with all levels of professionals; delivers a cohesive working environment; consistently exceeds goals.
CORE COMPETENCIES
Risk Analysis and Risk Management
Organizational and Team Leadership
Process Analysis and Improvement
Communication, Reporting, and Compliance
Complex Financial Analysis and Problem-solving
Training Program Development and Performance Measurement
AWARDS & ACCOMPLISHMENTS
Received Rising Star Award (1 of 2 in the entire company); sent on company trip for superior performance as both a rep and a manager; 2012 and 2015.
Hold record for most modifications closed in one month at 174% of goal, Ditech.
Highest modification closure percentage, for four consecutive years, Ditech, 2013 to 2016.
Achieved Employee of the Month and (3x) Top Quarterly bonus winner, 2012.
Reviewed and developed Quality Analysis review procedures for all of collections; score cards, requirements per investor, legal, and compliance, call scripts and definitions.
PROFESSIONAL EXPERIENCE
TruStage, Supervisor Production Support, Gilbert, AZ October, 2023 to Present
Manage a team of Business Analysts. Primary responsibility is triaging tickets ranging from system access issues to system defects, identifying workarounds or human errors. Coordination across multiple departments to ensure the right people are involved to efficiently correct the issue and meeting SLAs. Also responsible for all system access requests, along with new hires, terminations, various template and access level requests and PARs, periodic access reviews, for auditing purposes. Creating and implementing new training procedures, continual training, tracking, statistics, identifying trends in behavior and systems, process analysis and improvement.
Signify Health – Member Engagement Coordinator April, 2023 to October, 2023
Worked with customers to facilitate medical and health appointments. Coordinate between health care providers and the customer to meet the needs of the all the client, customer, and business. Track hourly reporting to find trends in areas for opportunity and success. Convey those trends to team members.
Shellpoint Mortgage Servicing, Manager Loss Mitigation, Tempe, AZ _ __November, 2019 to April, 2023
Co-managed a department of 100+ staff across 3 states and 4 cities, multiple direct report supervisors and more than 50+ line level staff. Responsible for mass hiring across all sites for loss mitigation, day-to-day operations, reporting, training, coaching, high level escalations, special projects, outreach, triage. The department handled everything from taking payments and escrow research to full loss mitigation service from the initial review with income and expenses to finalizing mod doc application. Develop, analyze, and validate company and departmental metrics and ensure they are met.
Cascade Financial, Supervisor, Chandler, AZ November, 2018 to October, 2019
Responsible for full spectrum of collections early to late stage through charge-offs, foreclosure, and recovery; including inspections, valuations, breach letters, settlements, voluntary surrenders, deferrals, and reinstatements. Primary contact for investor regarding all late stage and loss mit efforts. Communicate on strategy and operation messages. Responsible for all loss mitigation supervision including FHA, VA, USDA, and Freddie, as well as Chattel and Land Homes. Help identify gaps, create procedures, and implement collections and loss mitigation P&P. Planning, scheduling, leading, and evaluating effective staff meetings in support of strong communication and department effectiveness. Handling complex collection, fraud, or other activities to protect the Companies best interests while finding feasible resolutions for all parties involved. Performing additional duties as assigned by management.
myCUmortgage (Subsidiary of Wright-Patt Credit Union) Loss Mitigation Consultant, Beavercreek, OH_
July, 2018 to Sept, 2018
myCUmortgage is a rising servicer including their own originated loans. Currently still in and aggressive development and expansion phase, there is not a phase of loss mitigation and default services that we are not continually working and improving upon. Process Gap Analysis, P&P development and implementation, assist and create training materials and walkthroughs as well as practical application for all loss mitigation, collections, and customer service. Contribute to process development and training tools for all Default Servicing positions with direct and indirect contact with loss mit. Creation, implementation, and practical application of full mod processes from Intake and Processing through Underwriting and Final mod completion; and everything in between: Investor relations, customer care, QA, P&P, retention, collections, etc.
TMS (The Money Source), Senior Loss Mitigation Specialist, Tempe, AZ October, 2017 to June, 2018
Project management and business unit support, use Default Management Reporting System (DMRS) to report for Fannie Mae, Process Gap Analysis, P&P development and implementation, assist and create training materials and walkthroughs as well as practical application for all loss mitigation, collections, and customer service. QA creation, development, practical application, and training.
Default Services Director, Loss Mitigation, Ditech, Tempe, AZ March 2016 to April 3,2017
Supervisor, Modifications, Loss Mitigation, Ditech, Tempe, AZ May 2013 to March 2016
LM Rep Modifications, Loss Mitigation, Ditech, Tempe, AZ Feb 2012 to May, 2013
Late Stage Collector, Collections, Ditech (formerly Green Tree), Rapid City, SD Feb,2010 to Feb, 2012
Received multiple internal promotions due to success in work performance and process management across loan servicing, processing, modifications, and underwriting. Directed a team of 48+ staff, 5 functional teams and 4 team managers; oversaw the loss mitigation group imaging 10,000+ documents and 50-100+ modifications daily; leads escalations group to handle 400+ litigated accounts and 200+ accounts on conversion assistance; leads system triage to manage 800+ open tickets daily. Effectively manages operations; identifies and analyzes production gaps; provides long-term solutions. Accurately reviews and processes final documents; ensures strict compliance with regulations, guidelines, investors, and policy; consistently meets and exceeds corporate goals and deadlines. Experienced and effective leader in Customer Service, Collections, Default Services, Processor, Underwriting, Short Sales, Modifications, Deed in Lieu, Training, Human Resources, Compliance, QA, Auditing, Policy and Procedure creation, Invoice Processing, and Project Management, loan boarding and de-boarding. Worked in two separate call centers the entire time all directly or indirectly related to customer satisfaction, employee success, and business needs: all in perfect harmony.
Beverage/Training Manager, TGIFriday’s, Rapid City, SD 2008 to 2010
Recruited to provide leadership and process management; created highly effective training materials; successfully developed and facilitated new-hire orientation and new menu implementation training. Oversaw all operations management, including employee supervision, purchasing, and inventory. Strategically led public relations, marketing, and promotions to deliver optimal revenue.
Achieved recognition as 2nd Best Bar in sales, nationwide.
Lead the store and team to hold highest sales record, February 2009.
Associate Manager, Applebee’s, Rapid City, SD/Sioux City, IA 2006 to 2008
Received rapid internal promotion to new location due to excellent performance and customer service leadership. Actively managed all daily operations; developed strategic staff schedule and reporting; coordinated all employee files, hiring, training, and performance.
General Manager (contract), Sawtooth Saloon, Piedmont, SD 2006
Effectively managed all day-to-day business operations, including the restaurant, off-sale liquor and beer, campground, and concert venue. Directly accountable for all staff members, including hiring, training, scheduling, and performance metrics; oversaw all money handling procedures; compiled and analyzed complex daily reports to provide continuous improvements; met all service goals.
EDUCATION
Associate degree, Business Management, National American University, Rapid City, SD
ADDITIONAL QUALIFICATIONS
Proficient with Microsoft Office Suite, MS Outlook – quick to learn new software.
Highly adaptable to rapidly changing technology and fast paced environments; efficiently plans and executes projects.
Actively analyzes risk and demonstrates strong knowledge and understanding of procedure and application systems.
REFERENCES
Jason Braxton
Shellpoint
VP of Loss Mitigation
Brian Hamm
Cascade Financial
Director of Client Management and Portfolio Acquisitions
Fred Lenz
Shellpoint
Loss Mitigation Supervisor
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