Aziz Howard
Palm Coast,USA
Summary
Loan Servicing & Compliance Services Professional with over 10 years of experience managing high-performance teams in the financial sector. Proficient in client consultation, quality control, and compliance quality management, consistently enhancing service delivery and client satisfaction through meticulous process improvements and strategic direction. Skilled at leading foreclosure prevention initiatives, improving client retention rates, and ensuring adherence to stringent regulatory standards.
Overview
9
9
years of professional experience
Work History
Customer Resolution Supervisor
Freedom Mortgage
01.2023 - Current
- Conduct in-depth root cause analyses on High-Risk cases to identify & resolve customer issue(s).
- Work with other lines of business and collaborate across departments to ensure that all necessary steps are taken to resolve customer issues.
- Take full ownership of high-risk and escalated cases to resolve escalated issues, including notifying leadership of potential risks and ways to mitigate future issues.
- Answer inbound, make outbound calls, and respond to customer requests within established timelines to maintain service level expectations and deliver quality service to customers.
- Provide empathy and understanding to customers that call in with issues or complaints. Work to deescalate potential issues and prevent negative outcomes.
- Follow up with all necessary parties to close out calls and to ensure resolution.
- Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
- Maintain confidentiality of customer’s nonpublic information.
- Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
- Comply with all company policies and procedures.
- Maintain regular and punctual attendance.
Supervisor, SPOC Svcg
Freedom Mortgage
05.2021 - Current
- Guided Loss Mitigation Specialist Team, emphasizing continuous learning and development. Conducted daily briefings for team updates and query resolution.
- Provided real-time feedback through call observations.
- Managed departmental work queues effectively, ensuring prompt updates and precise documentation. Addressed performance gaps swiftly, driving departmental goals.
- Streamlined team workflows, enhancing productivity and SLA compliance.
- Mentored staff to elevate performance, achieving key operational targets.
- Implemented strategic changes to improve process efficiency and effectiveness.
- Monitored detailed reports to uphold high standards in client service delivery.
- Led initiatives for foreclosure prevention, increasing customer retention.
- Boosted client retention by leading foreclosure prevention initiatives.
Cashiering Analyst | Payoff | Special Loans
The Money Source Inc.
03.2020 - 05.2021
- Managed complex loan scenarios and conducted in-depth cash research.
- Maintained client relations and supported all cash teams.
- Processed payments and payoff transactions accurately and timely.
- Conducted daily cash balancing and reconciliation tasks.
- Analyzed cash transactions, ensuring accurate payment applications and compliance adherence. Streamlined payment processing, reducing errors and enhancing client satisfaction.
- Provided cross-training and support to team members, boosting overall department efficiency. Implemented innovative cash management strategies to optimize financial operations.
- Managed daily cash balancing with high precision, maintaining stringent financial controls. Enhanced financial accuracy by refining cash management protocols.
Loan Servicing Supervisor Cash | LS Exception | Special Loans
Ditech Financial LLC
10.2016 - 03.2020
- Supervised the team, ensuring optimal performance and productivity.
- Implemented strategic direction for Cash Management, surpassing investor and regulatory expectations. Analyzed team results, providing insightful reports to senior management.
- Enforced department metrics, driving quality and adherence to timelines.
- Managed offshore-Sight, maintaining high-quality control standards.
- Led a team to exceed cash management goals, enhancing investor compliance and efficiency. Analyzed department metrics to boost production standards and quality across teams.
- Mentored staff and improved team performance through strategic training and support. Implemented innovative solutions to optimize cash management and regulatory adherence.
- Managed daily operations with a keen focus on quality control and service level agreements. Streamlined loan servicing processes, enhancing operational efficiency and accuracy.
Education
Insurance claim adjuster -
Florida State College At Jacksonville
01.2022
AutoCAD-Certification - undefined
University of Southernmost Florida
01.2008
High School Diploma -
J Frank Dobie High School
Houston, TX01.2002
Skills
- Client Consultation Skillful
- Loss Mitigation Skillful
- Implementation Skillful
- Cash Management Skillful
- Quality Control Skillful
- Professional Presentation Skillful
- Meeting Facilitation Skillful
- MSP Maintenance Experienced
- Leadership & Team Management Skillful
- Compliance
- Research Experienced
- NSF Experienced
- Task Prioritization Skillful
- Report Preparation & Analysis Skillful
- Reports & Documentation Skillful
- Escrow reissue knowledge
- Customer Service Skillful
- Data Analysis Experienced
- Auditing & Review Skillful
- Information Management Skillful
- Reimbursements Skillful
- Problem Solving Skillful
- Negotiation Skillful
Timeline
Customer Resolution Supervisor
Freedom Mortgage
01.2023 - Current
Supervisor, SPOC Svcg
Freedom Mortgage
05.2021 - Current
Cashiering Analyst | Payoff | Special Loans
The Money Source Inc.
03.2020 - 05.2021
Loan Servicing Supervisor Cash | LS Exception | Special Loans
Ditech Financial LLC
10.2016 - 03.2020
AutoCAD-Certification - undefined
University of Southernmost Florida
Insurance claim adjuster -
Florida State College At Jacksonville
High School Diploma -
J Frank Dobie High School