AMY FOSTON

I have successfully lead a two year project where a 3 party overseas company was going to be managing some Retail Banking Customer Service calls. This was one of the most challenging projects I have ran in the 8 years of being a PM. Some of the challenges were due to 14 hour time difference, language barrier and training not being in person. Even with those large challenges, I managed to keep this project running ahead of scheduled implementation date. I successfully onboarded 50 new hires, all network access, systems, building access badges, payroll to name a few points. Training was for 2 weeks and accommodated overseas managers to visit the USA office for better understanding of systems and processes I was training them on.

The result's after implementation proved to Increased Customer Satisfaction by decreasing hold times for customer calls. This was the results of a customer survey sent out to >100 Bank Customers Exceeded goals through effective task prioritization and great work ethic along with positivity and building confidence in those new hires that they can do the job and do it well!

Since 2013 I have successfully started and completed 225 projects. These projects range from Federal and State Legislations, Regulatory Agencies such as OCC, CFPB, Service Member, Private investor, FNMA, FHLMC, FHA/VA guidelines to name a couple. Normally these changes have very tight Mandatory Implementation dates that must be met or the bank becomes not compliant. Not being compliant could lead the bank to hefty fines, negative publicity and possible restrictions of running the bank. From clear communications with bank executive partners, logical suggestions on process changes, throuroluy researching the actual law changes and utilizing support like the banks legal council's and risk partners to opine on legislation changes when there is a fork in the road due to interpretation of the laws, I've gained much respect and trust from across all the banking business units executive units. This is proven from the countless recognitions given to me from the banks Spotlight Program, Emails sent to my managers and thank cards sent to my office.

I have yet to have a negative review in the 8years of being in this role and that's what makes me proud to do what I do!

• During the National Housing Marking Crashing period, I took the role of a Short Sale Negotiator for the Banks Mortgage Servicing Department. I dove right into the position so that I could contribute to helping Americans who were in severally bad positions with loosing their homes. Default world was pretty small until the crash and the banks were not equipped initially to handle such large volumes of delinquencies all at once.
• During my years as a Short Sale Specialist I successfully: Negotiates well over 500 short sales. I brought comfort to the distraught customers not understanding options and requirements during one of the most scariest times of their lives. I was recognized well over 100 times directly from customers stating that I always took time to explain the processes to their understanding, always return phones calls by next day. They left knowing all that I had told them,even though most pushed into that positions, they had made the best choice and could now focus on the new starts in life.
• I contribute most of my last year and half of the position to standing up Loss Mitigations teams and processed. Largely assisted in creating over 200 policies and procedures for the default business units. I assisted in the creation of over 50 automation of manual processes. With those automation put into place, the inaccuracy of borrower specific information decreased from 80% down to 25%. I was given a unique Corp Bank award for those success items.

As a Loan Closer for 1st and 2nd Mortgage at The Bank of Hawaii I successfully closed nearly 300 new loans. It was a very high pace positions that required extreme amount of attentions to detail. Must have the ability to pivot from one loan to another, especially on the days of closing and there issues to resolve. I enjoy working under pressure and keeping the calmness within all parties involved. I did not have one negative closing and gain a great list of repeat customers. I was rewarded more from the customers walking away to their new homes happy and satisfied. There were 3 levels of monetary bonuses available, 3 being the highest paid monthly bonus on closed loans. I was on level 3 bonus by the 3rd month of employee and remained their until my last day. My work ethic, clear communication skills and the skill to quickly resolving any issues that arose, gained me great respectable relationships between underwriters, loan office, investors and customers.

As a Loan Processor,for 1st and 2nd Mortgages, I was the point persons between a customer and the underwriter. I successfully processed well over 500 new loans. It was a very high pace positions that required extreme amount of attentions to detail. Must have the ability to pivot from one loan to another, especially on the days of closing and there issues to resolve. I enjoy working under pressure and keeping the calmness within all parties involved. I did not have one negative closing and gain a great list of repeat customers. I was rewarded more from the customers walking away to their new homes happy and satisfied. There were 5 levels of monetary bonuses available, 5 being the highest paid monthly bonus on closed loans. I was a top bonus earning employee for 6 month in a row out of nearly 100 employees. My work ethic, clear communication skills and the skill to quickly resolving any issues that arose, gained me great respectable relationships between underwriters, loan office and customers.