Customer Service Loan Servicing
Resume:
Karyn Sanders
Mortgage Servicing
Denver, CO ****7
***********@*****.***
I am a dedicated professional fostering resilient business outcomes in complex environments through expertise in Risk, Compliance, Foreclosure, Bankruptcy, Loss Mitigation, Property Preservation and Vendor Management.
1. Staff Leadership: Lead, train, and supervise a team of loan servicing professionals, fostering a collaborative and high-performance culture.
2. Operational Excellence: Ensure that operational procedures are not only efficient but also risk adjusted to meet our commitment to effective customer service. 3. Process Design and Administration: Develop, implement, and administer system processes and procedures to enhance the accuracy and timeliness of loan servicing activities. 4. Risk Management: Administer and maintain policies, procedures, and risk assessments related to the loan servicing department, ensuring we me all regulatory requirements. 5. Compliance and Reporting: Ensure that all servicing activities comply with internal policies and external regulations and provide accurate and timely reporting to senior management. 6. Vendor Management: Develop and maintain strong relationships with key vendors and suppliers and serve as the primary point of contact related issues and inquiries. Communicate with vendors to ensure alignment with company goals and objectives.
7. Customer Service: Manage customer inquiries and issues related to loan servicing, ensuring that all interactions are handled professionally and resolved promptly. Handle disputes that can't be resolved. 8. Cross-Department Collaboration: Work closely with other bank departments to streamline processes, promote efficient workflows, and establish positive working relationships across the organization. 9. Performance Management: Set performance goals for the loan servicing team and monitor progress towards achieving these goals. Provide regular feedback and performance evaluations to staff. 10. Process Improvement: Identify opportunities for process improvements and implement changes to enhance department efficiency and service quality. Note: Excel, MS Office, Visio, Ace, PowerPoint, SQL, Yardi and Power BI. System knowledge Encompass, London Bridge, MSP and Sagent, LPS and BlackKnight. Authorized to work in the US for any employer
Work Experience
Manager Bankruptcy and Invoicing
Computershare-Denver, CO
August 2022 to August 2024
• Remain up to date and comply with all state and federal laws, regulations, investor, and insurer guidelines
• Investigated disputes and responded accordingly.
• Filing legal documents, handling bankruptcy correspondence, and communicating with courts, trustees, and attorneys
• File and track invoicing submitted with LPS/BlackKnight
• Improve operations and procedures.
• Created weekly, monthly and quarterly reports for Fannie Mae, Freddie Mac and Department.
• Managed department staff accordingly.
• Drafted responses for exceptions on foreclosure procedure errors.
• Chapter 7, 11, 13 bankruptcies to legal and counsel.
• Financial acquisitions audits to confirm accuracy of balances and prior servicer restitution of any unsolved balances.
• Determined cost effectiveness to attorney assign on filings, ie reaffirmation agreements, motion for relief of stay.
• Monitored payments and surrendered home on secured loans during the active bankruptcy.
• Cash room responsible for posting checks and updating system.
• Monitoring all invoices coming in to pay and determine guidelines on paying invoices through investor guidelines.
Senior Enterprise Third Party Risk
Civic Financial/PAC WEST-Redondo Beach, CA
April 2021 to August 2022
• Request and review required due diligence documentation from potential or existing third parties.
• Conduct financial analysis to determine third party’s viability, as required.
• Responsible for ensuring that third party records are established based on accurate information obtained.
• Communicate with the business units and other stakeholders regarding applications, contract expirations. Renewals; assist with relationship modifications or terminations and update third party tracking. .
• Document and manage third party incidents, including remediation plans and reporting.
• Conduct monitoring activities to ensure compliance with contractual obligations and defined performance standards; generate performance assessments to gauge if performing at acceptable levels and meeting contractual Service Level Agreements.
• Facilitate annual recertification-third parties based on established protocols and risk profiles.
• Escalate risk concerns to Third Party Risk Manager and make appropriate recommendations.
• Complete all necessary department reports accurately and within scheduled deadlines.
• Conduct secondary reviews of risk assessments and provide ongoing support to team members.
• Maintain any necessary databases, applications, etc. that support Manages project implementation to achieve project goals while controlling resources, risks, conflicts, timelines and costs.
• Identifies, secures, and coordinates the resources necessary for project success, including managing the budget and any outside resources on a daily basis
• Serves as a mentor and facilitates conflict resolution.
• Critical thinking and having decisive judgment to have the ability to do my job and work without or work with supervision.
• Fast paced environment.
Senior Compliance Specialist
Ag Resource-Denver, CO
August 2018 to May 2020
• Identify documents and areas of improvement and reports findings to Senior Management.
• Fund the loan according to the bank approval and the loan documents.
• Improved regulatory change management procedures, ensuring regulatory changes were efficiently integrated into company policies
• Reviewed and provided formal feedback on new gaming regulations, influencing the development of fair and responsible gaming practices.
• Developed compliance risk assessments for new products, contributing to a 15% growth in the product portfolio.
• Enhanced the compliance training curriculum.
• Proactively develops and maintains a good relationship with other lines of business within the bank and with external referral sources.
• Communicate to all locations inquiries and/or problems as they arise, and oversee the implementation of corrective action.
• Develop Power Point Presentations for training.
• Working with all documents such as; AOI- Notes -Security Agreement -FSA -ACH- Notice to Buyers- UCC,-SOI and Crop inspections.
• Obtain and verify insurance, request and title searches for review upon receipt.
• UCC Terminations and Searches.
• Implement and maintain the policies, procedures and guidelines.
• Track progress of audit/exam exception items to ensure timely resolution.
• Managing accuracy and reporting.
• Daily agriculture tasks to ensure daily operations ran smoothly. REO - Compliance and Vendor Manager
PMH Financial- Stewart Services-Denver, CO
March 2011 to August 2018
• Perform special project work and departmental duties, as assigned.
• Investor guidelines.
• Identify and document areas that may need improvement.
• Resolve conflict and be diplomatic about situations.
• Perform in-depth review and analysis within quality control for Regulatory/TRID compliance.
• Identified legal documents/data discrepancies.
• Understanding of contact center security audits, security compliance and fraud incident management space
• Communicate within departments and with clients regarding audit results.
• Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly to senior stakeholders
• Evaluates the compliance risks, disclosures, and controls for new products and services and potential conflicts of interest.
• Plans, assigns, monitors, reviews, evaluates, and leads the work of others.
• Leading all aspects of vendor activities, including contracts, licenses, performance reviews, etc.
• Performing audits and finding discrepancies and inefficiencies (reduced costs by 5-25%.)
• Partner with an REO Outsource Management company to develop and implement an approved asset management strategy for assigned portfolio, including marketing plans and case preparation within portfolio assigned timeframes
• Coordinate the asset rehabilitation strategy with internal departments and manage the project timeline.
• Coordinate and manage the asset strategy and liquidation milestones.
• Work with internal and external stakeholders
• Coordinate the closing of escrow and coordination of all aspects involved with the closing process
• Confirm closing dates, location, documentation, and funds due at closing with buyers. Manager Mortgage Default Servicing and Compliance
Aurora Loan Services-Denver, CO
February 2004 to May 2010
• Manage P&L departments with focus on global productivity, pipeline, and quality standards.
• Review SOW’s, PCF (Process Change Forms), and project plans for approval.
• Analyzes and interprets laws, rules, policies, and procedures.
• Serves as a SME.
• Understands and communicates within the SLA guidelines.
• Oversee Mortgage Servicing functions including collection activities, default management, bankruptcy, foreclosure, pre-foreclosure matters, and customer service to ensure compliance with all required timelines.
• Coordinates execute and perform auditor/lead audit functions during internal audits to ensure compliance with applicable regulations guidelines and procedures.
• Serves as point person for communication with internal business partners such as Quality Control, Compliance, Internal Audits and Risk Management. Ensures compliance with regulatory, investor, insurer and guarantor guidelines through ongoing monitoring of investor changes and internal monitoring reporting.
• Corrective Action Plans for all servicing areas including Customer Service, Escrow, Collections, Loss Mitigation, Foreclosure, Bankruptcy and Claims.
• l operational performance combined with risk and relationship.
• Supervises department staff and supervisors to establish and monitors performance measurements and help with training goals, and provides professional mentoring
• To improve productivity and promote innovation and success.
• Encompass
Manager Mortgage Default Servicing
JP Morgan Chase-Columbus, OH
November 1997 to February 2004
• Vendor managing all Attorney communication within Default.
• Moving aged accounts to foreclosure sale, addressing low value properties timely, high balance reviews, lost liens to tax sale, prepare equity analysis with detail and accuracy, meeting FNMA timelines on each foreclosure file while closely monitoring attorneys and the overall quality performed on all daily job tasks
• Responsible for payment of delinquent taxes and ensuring proper payment has been received by taxing jurisdictions
• Work closely with attorneys on litigation and contested foreclosure matters
• Meet department standards set forth on maintaining percentage of past due activities, daily productivity, managing current and accurate late codes, using delay codes appropriately and clearing all Lenstar and alert messages daily, updating status changes in Fortracs.
• Complete legal follow ups and provide bidding instructions, verify foreclosure sales are complete and process repossessions as necessary.
• Effectively manage foreclosure files through foreclosure milestones.
• Ensure accurate and timely title curative handling.
• Strong analytical, planning, and organizational skills with the ability to multitask.
• Great knowledge of standard desktop applications used by the business unit.
• Daily updates to the internal systems to provide the most accurate preservation status.
• Deliver reports to the field vendor for Preservation or inspections order requests.
• Complete daily internal tasks created by other departments needing preservation services.
• Work closely with the field vendor to ensure timely services are being completed to protect the property.
• Review violations and contact the local city and/county to resolve the violation or liens.
• Actively manage timelines to ensure FHA Properties are being conveyed to HUD according to their strict requirements.
Education
Bachelor's in Business / Rec Administration
OKLAHOMA STATE UNIVERSITY - Stillwater, OK
August 1984 to May 1986
Associate in Business
NEO A&M College - Miami, OK
August 1982 to August 1984
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