Ashley Reynolds

• Oversee compliance with investor guidelines and servicing requirements
• Establish and maintain accurate data in servicing system to ensure all loans report accurately
• Complete bank reconciliations for investor bank accounts
• Monitor the outstanding reconciling items for agency-owned custodial bank accounts
• Manage cash flow within investor reporting, including principal and interest advances
• Research and resolve inquiries received from investors, servicing partners, credit bureaus and clients
• Maintain strong relationships with internal and external partners
• Work with Capital Markets to inform individual deal needs and requirements from a servicing perspective
• Update and maintain key transfer documents and tools including, but not limited to, servicing questionnaire, transfer instructions, transfer database and process documentation
• Monitor industry issues and communicate to the team and senior leadership as appropriate.

· Assist with escalated orders and exceptions by conducting research and communicating with all parties involved

· Maintain strong relationships with internal and external partners regarding loan structure activities

· Obtain documentation necessary from contractors, title companies, investors, or clients

· Communicate effectively with all parties involved on updates and necessary items

· Collaborate with internal and external partners to ensure all loan structure functions are in compliance with investor, state, and regulatory guidelines

· Maintain internal software by uploading and reviewing various data necessary

· Mitigate risk by ensuring the proper actions needed on a loan are updated timely and accurately to prevent actions that can lead to compliance and/or client experience issues

· Identify patterns and trends for areas of opportunity on the team

• Managed the cataloging, documentation, and storage of manual letters written to clients. Completed manual letters in accordance with best practices and standards set by regulatory, investor and company guidelines.
• Audit client billing statements to ensure accuracy and compliance
• Researched and assist with written client communication
• Collaborated with other business areas to ensure proper communication is going out the clients.

• Generated detailed reports summarizing key performance indicators related to outbound calling efforts.
• Implemented strategies designed to improve overall efficiency of outbound dialing operations.
• Ensured compliance with state regulations regarding telemarketing practices while making calls.

• Conducted root cause analysis to determine the source of process problems and improve the overall quality of products.
• Reviewed work instructions and production strategies to verify compliance with established standards.
• Determined correct procedures for inspection and review to standardized audit processes.
• Identified issues of non-compliance and elevated reports to senior personnel.
• Assisted in the development of Quality Management Systems, contributing to a more structured approach to maintaining product excellence.

• Review prior data and analytics according to established metric's and work with field management to enhance levels of productivity
• Coordinate and manage investigations, report findings recommend corrective action to be taken as warranted
• Insure strict adherence to operational model
• Implemented process improvements that increased productivity while maintaining high quality standards.
• Recommended changes in working conditions and equipment to increase business unit and team efficiency.

• Professionally and promptly address customer inquires via phone and email including tracking/tracing pickup requests, process instruction and rate quotes.
• Research issues using available resources.
• Maintained clear and detailed records and documentation for each customer interaction.
• Communicate with internal parties as necessary regarding changes or needs to specific shipments