Jamie Walters

Orlando, FL

904-***-****

adzzdn@r.postjobfree.com

Experience:

Mortgage Director Mortgage Servicing

Loss Mitigation Operations Call Center Management

Management Payroll Paralegal

SPOC FDCPA Customer Relationship Mgt

Technologies:

Encompass

Genesis

Microsoft Office

Professional Accomplishments

Oversee the quality & efficiency of up to 75 FTEs on remote teams

Successfully placed 60 permanent and temporary employees in open roles once their contracts expired

Contributed to the overall success of the Training Dept. by identifying ways to continuously improve the learning process by identifying key metrics and always improving and changing curriculum based on company needs

Assisted in the planning, directing and implementation of a high-volume Mortgage call center including creating key metrics for KPIs.

Skill Set

Demonstrated proficiency in basic computer applications, such as Microsoft Office software products, in addition to web conferencing technology (e.g. Teams,WebEx, GoToMeeting) and collaboration platforms (SharePoint)

Assist with operations problems, personnel issues and keeping staff informed of changes through emails and staff meetings

Effectively manage department work queues, ensuring they are up to date and systems of record are properly being documented to include all consumer contact, requests for activity from other business units and the next steps in loss mitigation and foreclosure process

Partners with Subject Matter Experts to create and revise departmental procedures through process mapping

Monitor vendor approval and use of third party vendors as outlined by the contract including annual reviews, monthly performance reporting and vendor site visits. Provide internal reporting and risk assessments as required

Professional History

Confidential, Palm Bay, FL – Remote December 2021-June 2023 Operations Manger

Digital Risk – Remote June 2020-January 2022

Loss Mitigation SPOC Manager (SME)

Freelance Mortgage Trainer – Contract February 2016-March 2021 Various Companies on Contracts

Consumer Attorney Services, Jacksonville, FL February 2013-August 2015 Loss Mitigation and Escalations Manager/Real Estate Paralegal Education

Bachelor of Science in Criminal Justice

Westfield State College

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