Cory Bartley

• Manage end-to-end client boarding processes including daily pipelines, repurchases, EPDs, escrow refunds, interim funds, and securities entity validation.
• Coordinate with sellers and prior servicers to ensure clean data, funds and documents transfers.
• Lead all post-boarding corrections: payment history reviews, purchase validations, check recoveries, interim payment reconciliation, and misapplication prevention.
• Investigate and resolve boarding disputes including escrow discrepancies and delinquency claims.
• Validate escrow wiring instructions and ensure proper allocation to correct custodial accounts.
• Coordinate data for securitization audits and investor portfolio integrity.
• Host daily and weekly calls with VPs, Directors, CFOs, and external clients to review on-boarding performance and action items.
• Designed and implemented automated client-specific boarding pipelines for multiple large institutional investors.
• Created investor-specific operational playbooks for dispute resolution and REO release procedures.
• Managed high-profile investor portfolios through complex transitional boarding cycles.
• Led an initiative to optimize the streamline modification process by identifying its impact on MHA program eligibility; collaborated with executive leadership (VP, SVP, CCO) to revise borrower communication letters, ensuring compliance and long-term benefit preservation for both borrower and servicer.

Previous Roles at SPS:

• Business Development / Client Relations Analyst - Managed and Resolved high-level investor inquiries through interdepartmental coordination.
• Call Center Supervisor - Led 11-person team; coached staff, managed SRM compliance, delivered performance feedback.
• Escalated Hardship Team Coach - Trained staff on handling sensitive borrower cases; reviewed recorded calls and implemented process improvements.
• Escalated Hardship Agent - Specialized in FEMA/COVID relief, urgent borrower assistance, and sensitive account resolution.
• MHA SPOC - Managed over 300 borrower accounts weekly: top-tier resolution, loss mitigation and retention performance.

• Trained supervisors in effective coaching and SMART performance models.
• Developed QA frameworks to elevate service delivery and agent consistency.