Brittany Nelms
Jacksonville,FL
Summary
Proactive Mortgage Servicing professional offering over 9 years of extensive expertise in client relations, complaint management, and default servicing. Skilled in developing internal and external relationships to facilitate collaborative achievement of the organizational goals. Confident in ability to thrive in a fast-paced setting leveraging skills in research, attention to detail, and multitasking to enable team success. Committed to lifelong learning and going the extra mile to contribute to facilitate continuous improvement.
Overview
9
9
years of professional experience
Work History
Senior Portfolio Performance Specialist
Mr. Cooper (Formerly Flagstar Bank)
03.2025 - Current
- Analyzed existing policies and procedures related to client access management.
- Recommended changes in policies or procedures based upon analysis of results.
- Created training materials on effective access management strategies.
- Manage and monitor the investor escalation box, ensuring escalations are resolved in a timely manner.
Account Executive
Flagstar Bank
02.2024 - 03.2025
- Spearhead client relationship management through proactive monitoring, documentation oversight, and strategic performance optimization.
- Lead strategic client relationship initiatives and audits, while directing cross-functional teams to implement streamlined service solutions and maintain regulatory compliance.
- Collaborate with internal teams to resolve issues and implement compliant processes.
- Proactively monitored and managed access controls to ensure secure client access to internal systems.
- Collaborated with IT teams to troubleshoot and resolve client access management by regulating and updating provisions quarterly.
Associate Account Executive
Flagstar Bank
07.2022 - 02.2024
- Manage assigned accounts by providing timely responses and solutions.
- Collaborate with other departments within the organization to ensure seamless operations.
- Assist in managing day-to-day interactions with clients including oversight, monitoring and following up on complex client inquiries.
- Assist in oversight of client projects and deliverables.
- Monitor and report on outstanding items for both client and business partners while ensuring requirements are tracked and reportable.
- Coordinate and maintain weekly reports and distribute to clients.
Default Servicing Business Risk Analyst
Flagstar Bank
09.2021 - 07.2022
- Compiled and submitted regular reports to update senior management on operations and progress.
- Conducted investigations and took appropriate actions to resolve concerns.
- Used Excel pivot tables, charts and reports to break down and analyze information.
- Documented and reported on key risks and recommended mitigation strategies.
- Research and analyze inquiries from internal business partners to resolve issues efficiently and accurately.
Loan Administration Analyst
Flagstar Bank
07.2020 - 09.2021
- Research and analyze external inquiries and complaints, while resolving issues efficiently and accurately.
- Provide detailed written correspondence to borrowers and the Office of the President, offering suitable solutions within regulation guidelines.
- Analyze and track customer complaints and service trends to identify and correct systematic and nonsystematic issues.
- Collaborate with other default servicing teams and other internal teams to assist in overall performance development within default servicing.
- Cross-trained in other default departments to maximize operational knowledge.
Foreclosure Specialist II
Flagstar Bank
09.2019 - 07.2020
- Prepared payoff and reinstatement requests on loans, resulting in a deficiency balance.
- Handled cash operations and third-party funds using proper accounting procedures and documentation.
- Applied mathematical skills to calculate totals, check figures, and correct problems with quotes.
- Reviewed financial documents to verify accuracy, or acquire necessary information.
- Assessed data and information to check entries, calculations, and billing codes for accuracy.
- Provide quality assurance for payoff and reinstatement quotes.
- Reviewed vendor invoices against investor guidelines, identifying discrepancies.
- Processed incoming payments and invoices within bank guidelines.
- Tracked the timely receipt of invoices, monitored and identified late invoices, and contacted vendors to obtain the reason for late submission.
- Assisted in creating new job aids for future training and new hires.
Foreclosure Specialist II
LoanCare
02.2019 - 09.2019
- Tracked and maintained log of all outstanding Note and Assignment requests.
- Researched and contacted prior servicer to obtain updated Assignment of Note.
- Researched discrepancies in foreclosure documents and loan agreements
- Maintained current understanding of state and federal procedures to prevent any legal or compliance issues.
- Identified process gaps, determined solutions and implemented updates to drive efficiency improvements.
- Verified accuracy and integrity of supplied data against established standards.
- Uploaded documents to Loansphere and coordinated revisions.
- Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
- Completed document requests according to company standards.
- Assisted bid’s team with preparing bidding instruction packets.
Invoice Verification Auditor
ServiceLink
11.2016 - 12.2018
- Review, adjust, deny and approve invoices submitted by client's vendor in accordance with client and investor guidelines.
- Reviewed and provided comments on adequacy of documents attached and took necessary steps to correct any discrepancies.
- Maintained 96% accuracy when reviewing and reconciling invoices.
- Resolved vendor inquiries about invoices in timely manner through research.
Education
High School Diploma -
Nathan B. Forrest High School
Jacksonville, FLSkills
- Client relationship building
- Organization strategies
- Results oriented
- Process optimization
- Performance monitoring
- Account management
Technical Proficiencies
Microsoft Outlook, Excel including Vlookups, Word, PowerPoint,MSP, Citrix, AS400, Loansphere, Invoice Management, Salesforce, WebDirect
Timeline
Senior Portfolio Performance Specialist
Mr. Cooper (Formerly Flagstar Bank)
03.2025 - Current
Account Executive
Flagstar Bank
02.2024 - 03.2025
Associate Account Executive
Flagstar Bank
07.2022 - 02.2024
Default Servicing Business Risk Analyst
Flagstar Bank
09.2021 - 07.2022
Loan Administration Analyst
Flagstar Bank
07.2020 - 09.2021
Foreclosure Specialist II
Flagstar Bank
09.2019 - 07.2020
Foreclosure Specialist II
LoanCare
02.2019 - 09.2019
Invoice Verification Auditor
ServiceLink
11.2016 - 12.2018
High School Diploma -
Nathan B. Forrest High School
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