Mortgage Servicing Manager

Frederick Gatlin

*** ****** **** *********, ** **063

817-***-**** Home or 214-***-**** Mobile

Email: **********@*****.***

PROVEN MORTGAGE operations manager with experience managing multi-site domestic and international loan servicing operation centers. Immediately contributes to process improvement, people and procedures development as well as customer satisfaction. Experience includes high volume loan production revenue centers, loan administration and default management. Candidate possesses exemplary communication skills as well as the ability to react quickly to competitive environments.

Summary of Qualifications

Proven success in managing Large Multifaceted Loan Servicing operations.

Creates Strategic Business plans that have immediate impact, generating highly profitable results.

Project Management

Process Improvement Utilizing Six Sigma Methodologies

Portfolio Process Management

Associate Engagement and People Development

Vendor Outsourcing Selection, BPO, Negotiation & Management

Excellent Presentation & Communication Skills

PROFESSIONAL EXPERIENCE

LPS Default Solutions, A Division of Lender Processing Solutions Inc. Dallas, TX

2008 – Present

Bankruptcy/Foreclosure/ Loss Mitigation Relations Manager

Manage daily activities of client accounts and address concerns regarding Bankruptcy, Foreclosure and Loss Mitigation. Oversight and management of all client relationship initiatives with client base of direct reports. Facilitate weekly operational calls to discuss unresolved items and client/attorney performance. Assist in operational aspect of new client implementations by developing and maintaining procedures. Submit weekly report to management that includes volume of active issues, contact summary and any high priority issues for each client.

Key Accomplishments

· Recommended periodic reports and records for client management review which lead to a reduce in process cycle time by 50%

· Directed an enterprise initiative to improve resolution response time, which lead to an increase in our customer satisfaction index by 22% from 2007 client survey results.

· Identified opportunities through work flow design sessions to eliminate waste and reduce both FTE and improve the recovery rate in various client operations.

Inzura Vendor Management Services, An Accredited Home Lenders Company Irving, TX

2005 – 2007

VP/Senior Manager, Title Curative and Vendor Operations

Managed daily operations of Title Curative, Tax Certification, Reconciliation Departments and offshore business process outsourcer. Procured real property tax payoffs and ensure appropriate instructions accompany disbursements prior to economic loss date. Coordinated meeting between business unit owners and business process outsourcer by facilitating regular conference calls; maintain meeting records and follow-up with responsible parties concerning status updates and expected resolutions of agenda items. Managed the transition of core business functions to the off-shore business process outsource vendor.

Key Accomplishments

§ Adjusted initial staffing model and launched BPO partnership reducing required FTE by 50% resulting in cost savings of over $2 million in labor cost.

§ Implemented reconciliation and risk prevention processes to minimize lost exposure.

§ Established realistic expectation for key performance indicators to measure departmental performance track loss time, eliminate barriers and improve operational efficiency.

Saxon Mortgage Services Inc

2004 – 2005

Assistant Vice President, Loan Administration

Ensured company compliance with all regulations, specifically but not limited to the federal flood, hazard, tax and PMI. Established Sarbanes Oxley controls and conducted applicable testing. Facilitated meetings with vendors to support the partnership and resolve outstanding concerns. Ensure Interest on escrow credited appropriately. Ensure appropriate credit/debits regarding general ledger accounts. Establish departmental policy and procedure guidelines. Monitored department expenses to ensured budgetary guidelines were met. Collaborated with call center management discussing problems, strategies and implementation of new policies to minimize call volume impact to the organization. Utilize data mining tools to generate reporting to complete portfolio audits for all loan administration components. Created and maintained escrow analysis procedures. Established internal KPI’s and SLA’s for outsource vendors.

Key Accomplishments

§ Implemented and executed business-to-business collection process yielding $157K and reduced cost of servicing related to taxes by ninety-seven cents.

§ Identified process gaps, coordinated process improvements and developed controls to minimize risk and potential organizational exposure.

§ Developed robust task tracking report methodology which led to an overall cycle time improvement by 3 days which ultimately led to increase customer satisfaction.

First Horizon Home Loans

2001 – 2004

Escrow Supervisor

Managed daily operations of Escrow, Tax, New Loan Set-up Departments and outsource vendors. Maintained departmental Operational Excellent Reports. Conducted daily group huddles to discuss prior day’s productivity and today’s agenda. Presented servicing models and processes to retail branches. Facilitated meetings with vendors to support the partnership and resolve outstanding concerns. Respond to qualified written requests. Worked closely with multiple internal departments to resolve complex issues. Maintained all matrices and ensure compliance with all RESPA and regulatory guidelines.

Transamerica Real Estate Services

1998 – 2001

Claims/Recovery Manager

Supervised and managed a team of 30 claims processor and Recovery Specialist. Researched real estate tax penalty reimbursement requests from various lenders. Maintained and update record on taxing agencies nationwide. Employed aggressive strategies to recovery erroneous tax payments from third parties.

EDUCATION

Bachelor of Arts, History

Southeastern Louisiana University, Hammond, Louisiana

December, 1997

COMMUNITY

Mansfield Youth Recreational Activity Volunteer

REFERENCES

Available Upon Request

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