Call Center Recovery Manager

Littleton, Colorado 720-***-****

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

JAMIE DONOVAN

Profile A dynamic Professional offering a track record of success in managing call center 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 and financial goals. Consistently drive project success through effective management and communication. Excelled in managing teams to develop and improve processes while leading operations through periods of change. Exceptional interpersonal skills and an aptitude to foster and fortify partnerships with all levels of professionals from diverse backgrounds. Strong project management talents, capable of leading teams to complete projects within strict time and budget constraints. Experience Loan Servicing Manager

PIVOT SERVICING GROUP LITTLETON, COLORADO

2021-Present

Oversee all servicing operations. Specifically, oversight of loan boarding, escrow administration (property taxes, Hazard/ Flood homeowners insurance and mortgage insurance (LTV% requirements), cash posting and confirm daily reporting of reconciliation of postings, personally respond to customer escalations that couldn’t be resolved by Call Center Team Lead, tracking of correspondence received, ensure written requests are responded to within compliance, call center operations, KPI management, complaint tracking, oversee collection attempts made for payments and overall tracking and analytics of delinquency rates, including oversight of foreclosure referrals, foreclosure timeline adherence, foreclosure sale dates and management of REO portfolio, meet regularly with corporate council for the tracking and general oversight of complaints or inquiries received from BBB/ State Agencies / CFPB and other government agencies that oversee and regulate the banking/ financial industry. Oversee investor reporting thats includes review and confirmation of monthly remittances reports provided to investors and general accounting oversight. Ensure payments and appropriate credits are granted for servicing fees to ensure accuracy and projection of revenue. Coaching and development of staff and communicating current KPIs and tasks assigned. Active participation in interviewing, onboarding and succession planning for individual team members and reach out to personal mentor often for self development. Take time to plan and complete on-going education for self along with strategizing best areas of focus for on going training for the servicing team. If specific areas of needed education haven’t been developed yet, will work with peers and senior members of the Mortgage Servicing industry to create training. Structure, plan and lead developed classes. Track and document continuing education for the Servicing Department. Plan and conduct make-up sessions if needed. In addition, parter with Human Resources on occasion to address pending unemployment hearings along with leave of absence updates for employees. Draft and request review and feedback from H/R of annual employee performance reviews. Collection of previous years KPI information and calculate then compare to set expectations. Utilization of scoring model along with established pay rate matrix. Supports fair treatment of employees by using the specific job title, or department KPI logic when drafting annul reviews. Full understanding of the importance of avoiding appearance of arbitrary decisions made for employees who may or may not receive pay increases. Adhere to established procedure to avoid possible litigation resulting in loss or fines. Manage timely completion of on-going documentation and execution of disciplinary action for direct reports as needed. HIGHLIGHTS

Process Improvement:

Implement process improvement changes and updates. Examples include updating required escrow information for property tax and insurance that impact borrowers. This includes streamlining the process of disbursements along with accurate reporting for internal control monitoring and clients.

Knowledge of Regulatory Compliance:

Remaining current and compliant with changes and updates from government agencies such as the Consumer Financial Protection Bureau, Fannie Mae, and FHA/ VA. Apply updates and best practices to current procedures for highly regulated and monitored requirements established to retain servicing rights and eligibility to service mortgages. Risk Management:

On-going risk assessment for the organizations operations by reviewing and creating policy based on regulatory requirements and established servicing requirements. This includes constant collateral valuation oversight for all assets owned by the organization and clients. Ensure all areas of due diligence are completed and documented for clients. Confirm consistent reporting is produced and made available reflecting adherence to Service Level Agreements. Track, and conduct quality assurance for any exceptions to the agreements and communicate to executive management and the investor/ client. Provide stakeholders a summary of the explanations in a format that puts the the organization in the best light possible by highlighting positive information while assuring clients and other stakeholders the areas of improvement have been identified. Provide solutions that identify what practices need to be updated. Determine and communicate time frame for noticeable improvements depending on the scope of change. Practice a collaborative approach by soliciting input and encouraging client feedback before implementing the changes suggested. Diplomatic Communication:

Established style of communication that is transparent and honest. Maintain engagement by creating a platform for others to make suggestions and provide constructive criticism. Foster relationships that encourages openness and honesty. Ability to take criticism and demonstrate business maturity and self awareness when negative feedback is received. Always seeking input for self improvement and ways to create a more positive experience when interacting with Pivot Servicing for clients, employees and borrowers. Trust earned by a proven track record of fair, sound judgement skills and providing reliable, logical information regularly Commercial Portfolio Manager

MOUNTAIN STATES COMMERCIAL CREDIT ENGLEWOOD, COLORADO 2019-2021

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. HIGHLIGHTS

Contribute to company goals: This was achieved by generating additional fee revenue for the company.

Contract Review: Utilized research skills by reviewing contracts that assisted in locating Personal Liability and locate assets on delinquent accounts to prepare for litigation. Loss Mitigation/ Recovery Manager

SPECIALIZED LOAN SERVICING HIGHLANDS RANCH, COLORADO 2006-2019

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. HIGHLIGHTS

Employee Appraisal Feedback: Created and implemented best practices for Employee feed back on monthly and annual reviews.

Short Sales and Modifications: Educated and advised on approval process for Loss Mitigation workout options.

Additional Information

Legal research • Compliance • Lexis/Nexis knowledge • Learning and Development Arapahoe Community College General Education Diploma 1999

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