SUSAN STEINER

***** ***** **** 904-***-****

Jacksonville, FL 32222 Snightjag@@yahoo.com

CAREER PROFILE

A top-performing management professional credited with combining client, team and business development expertise to deliver substantial customer service and efficiency in highly competitive business markets. Strong expertise in operational analysis as well as leveraging existing networks, and leading highly effective teams. Accomplished in process development and ability to build and maintain internal & external relationships.

Areas of Expertise

“Start Up” Management

Problem Solving/Critical Thinking

Default Mortgage Servicing

Client Relationships

Customer Service

Procedure Development

Inter-Department Coordination

Risk Management

Team Leadership & Mentoring

Cash Handling

Client Communication

Escalation Resolution

Timeline Management

Attention to Detail

Professional Experience

BLACK KNIGHT FINANCIAL SERVICES, Jacksonville, FL 01/2017 - Current

Business Analyst/Product Consultant

Analyzes operations to determine opportunities to automate processes and functions.

Serves as a liaison between the mortgage and home equity servicing community and the application development organization in order to define business solutions and collaborate with development to define the technical solutions to meet user and business needs.

Serves as an integral participant in the business process redesign and documentation for new or changing technology in an agile environment.

Provides documentation for new technology or changes to existing technology to meet business and technical requirements.

Researches business strategies and provide recommendations on best practices and changes in technology for mortgage and home equity servicing solutions.

Conducts a variety of test cases to confirm the solution will meet the expectations of clients and stakeholders.

Educates internal clients and the information technology organization on enhanced functionality and provides support as needed.

Conducts data mapping and analysis, translating regulatory requirements into the Black Knight Financial Services system.

JP MORGAN CHASE, Jacksonville, FL 06/2016 – 11/2016

Business Analyst/General Accounting

Performed loan analysis, to identify financial root cause or identify opportunities focused on cost recovery.

Interacted directly with investor liaison representatives within the department to explore solutions for increased financial recoveries.

Responsible for reviewing or interpreting investor or servicing guidelines and business policies and procedures in order to make recommendations to improve billbacks and recovery.

Worked special projects for other lines of business as assigned by upper management.

Completed assigned inventory for Loss Analysis within established SLA’s.

SELENE FINANCE LP, Jacksonville, FL 10/2013 –04/2016

Foreclosure Manager

Overseen up to 16 associates and a team lead in all aspects of foreclosure processing as well as cash application on delinquent mortgage accounts per the established company and client policies, standards and procedures.

Reviewed and executed POAs, deeds, assignment of mortgages, etc. that were required to proceed in the default process.

Coordinated with outsource vendors to implement timelines and ensured accuracy of data; worked closely with clients and attorney firms to resolve inquiries, issues, and escalated matters in a timely manner.

Provided monthly status reports to the client and investor.

Interpreted regulatory compliance changes and implemented processes and procedures to control risk.

Completed regular quality checks on associate’s daily work to minimize losses.

Monitored daily reports to ensure guideline were followed and timelines were being met and in compliance.

Completed annual performance reviews for each associate as well as resolved any personnel issues.

BANK OF AMERICA CORPORATION, Jacksonville, FL 08/ 2010 – 10/2013

Unit Manager I, Presale Foreclosure

Managed 3 teams responsible for the entire foreclosure processing lifecycle, including 3 team managers and 21 associates; mentored and supervised team managers.

Analyzed workflow, proposed and implemented operational improvements to reduce timelines and risk.

Site coordinator for FNMA and FHLMC postponement requests.

Co-managed three state transitions to the Jacksonville site from closed sites.

Part of the team leading ANFM Servicing Group Rules and Standards Implementation and a Statue of Limitations Project.

Represented the Jacksonville site at several offsite company-wide conferences and meetings for special projects.

Provided annual performance reviews to the team managers as well as allocated the yearly performance raises and bonuses for the managers and associates based on the departmental budget and their individual performance.

LENDER PROCESSING SERVICES, Jacksonville, FL 07/2005 – 08/2010

Manager—Financial Support (2007 - 2010)

Supervised and mentored 25 employees, including 2 supervisors and a team lead, who prepared bidding instructions; provided management support for department as necessary in the absence of other department managers.

Collaborated with clients and foreclosure attorneys to provide daily status updates and enhance processes & procedures.

Ensured compliance of bidding instructions complied with company, client and investor guidelines.

Developed team procedures to fulfill client requirement; implemented policies and procedures as agreed with individual clients.

Coordinated with attorneys to ensure efficient and timely foreclosure sales.

Resolved escalated issues and analyzed work flow to minimize risk and delays.

Supervisor—Financial Support (2005 - 2007)

Oversaw 22 associates who processed bidding instructions; ensured compliance of bidding instructions complied with company standards and legal team.

Assisted with creating team procedures to fulfill client requirements.

Coordinated with attorneys to ensure efficient and timely foreclosure sales.

Completed performance reviews on associates.

Technical Skills

Microsoft Word and Excel, LoanSphere (Process Management) Foreclosure; MSP; AS400/ISeries; iPortal; FHA Connection; FNMA VMS; EVARS; VALERI; FHLMC Vendorscape; Invoice Management

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