Danielle Stuard
Victorville,CA
Summary
Results-driven professional with extensive experience in Mortgage Servicing and customer service, including adept handling of escalated calls. Proven ability to contribute to organizational success through process improvement, effective communication, and strategic problem-solving. Seeking a challenging role where expertise in operations, relationship management, and leadership can drive business growth and operational excellence. Known for exceptional public speaking, training, and detail-oriented approach to problem-solving.
Overview
18
18
years of professional experience
Work History
Senior Asset Manager
Sharestates
Great Neck, NY
04.2023 - 11.2023
- Communicated effectively with borrowers, lenders, and stakeholders to negotiate and execute loan resolutions, fostering positive outcomes for all parties involved.
- Managed a portfolio of loans in default, implementing strategic resolutions to mitigate risk and resolve defaults efficiently.
- Engaged delinquent borrowers to facilitate resolution, employing tactics such as reinstatement and loss mitigation to achieve positive outcomes.
- Maintained meticulous records, ensuring the system was up-to-date with all pertinent loan, borrower, and property information.
- Collaborated with external legal counsel to provide comprehensive visibility into foreclosure statuses, facilitating informed decision-making.
- Liaised with relevant parties, including customers, authorized representatives, and brokers, to gather necessary information for loan resolution processes.
- Set clear expectations with borrowers and stakeholders regarding loan statuses and communicated potentially difficult decisions with transparency and professionalism.
- Consistently achieved departmental production, quality, efficiency, and time-driven goals, contributing to overall organizational success.
- Reduced resolution timelines by implementing streamlined strategies, resulting in expedited resolution of non-performing loans (NPLs).
- Actively contributed to policy and procedure enhancements by identifying areas for improvement and suggesting practical changes.
- Performed additional duties as required and assigned, demonstrating flexibility and commitment to organizational objectives.
- Correspond with borrowers for updates on property-level status, including capital expenditure projects, leasing progress, construction status and overall performance.
Account Resolution Team Manager
Wells Fargo Home Mortgage
San Bernardino, CA
12.2011 - 03.2023
- Lead daily operations for a team of 15-22 Loan Servicing Specialists
- Motivated team members to consistently achieve or exceed performance expectations.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Handled escalated calls and inquiries, including complaints escalated from the Office of the President, employing effective communication and problem-solving skills to address customer concerns promptly and professionally.
- Prepared and deliver team member performance evaluations and determined promotional and merit increase criteria based upon corporate standards
- Acted as a leading department Subject Matter Expert (SME) in Bankruptcy and Foreclosure, providing expert guidance and support to team members.
- Conducted extensive data mining and research functions to identify areas for process enhancements and to pinpoint risks and gaps in current processes and procedures, leading to strategic improvements and increased efficiency.
Loan Servicing Team Lead
Wells Fargo Home Mortgage
San Bernardino, CA
11.2008 - 12.2011
- Negotiated and addressed customer needs as an escalated contact, demonstrating strong interpersonal skills and problem-solving abilities.
- Managed business operations and delegated team member call handling designations under management oversight, ensuring smooth workflow and adherence to performance metrics.
- Provided comprehensive reporting and analysis functions for team member performance, facilitating data-driven decision-making processes.
- Assisted in the implementation efforts and rollouts of training programs, contributing to the continuous development of team members' skills and knowledge.
- Facilitated Bankruptcy and Foreclosure new hire classes, ensuring new team members were equipped with the necessary knowledge and resources for success.
- Collaborated with Supervisors and Management Staff, providing support in coaching efforts to enhance team performance and productivity.
- Assisted in the coordination of User Acceptance Testing (UAT) for technology rollouts, ensuring seamless integration and functionality of new systems.
- Served as the liaison between customers and internal processors and attorneys, effectively managing communication channels and resolving issues promptly.
- Provided guidance and assistance to team members in issue resolution and troubleshooting, fostering a collaborative and supportive work environment.
- Compiled daily reports for management, offering insights into on-site business performance and contributing to strategic decision-making processes.
- Delegated daily tasks to team members to optimize group productivity.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
Loan Servicing Specialist I-III
Wells Fargo Home Mortgage
San Bernardino , CA
08.2005 - 11.2008
- Handled routine and complex inquiries from customers, title companies and vendors each day.
- Provided financial counseling services to borrowers in need of assistance with budgeting or debt management.
- Reviewed loan documents to ensure accuracy and compliance with regulatory guidelines.
- Processed loan payments and maintained accurate records of all transactions.
- Conducted outbound calls to customers to discuss delinquent accounts, providing assistance and guidance on payment options and resolving inquiries.
- Analyzed customer financial situations to determine the most appropriate resolution strategies, adhering to company policies and regulatory requirements.
- Documented all customer interactions and account updates accurately in the system, ensuring data integrity and compliance with internal procedures.
- Collaborated with internal teams such as Loss Mitigation, Foreclosure, and Bankruptcy to facilitate account resolution and minimize losses for the organization.
- Participated in training sessions and continuous learning opportunities to stay updated on industry regulations and best practices in collections.
- Met or exceeded performance targets and metrics, including call volume, collection goals, and quality standards, contributing to team and departmental success.
Education
High School Diploma -
Charles H. Zupanic High School
Rialto, CA06-2002
Bachelor of Science - Human Services
Southern New Hampshire University
Hooksett, NHCertified Drug And Alcohol Counselor - Substance Abuse Counseling
California Consortium of Addiction Programs
Sacramento, CASkills
- Due Diligence
- Portfolio Management
- Operational Efficiency
- Statistical Analysis
- Report Preparation
- Risk Management
- Wealth Management
- Microsoft Excel
- Performance Coaching
- Performance Appraisal
- Meeting Facilitation
- Workforce Planning
- Staff Development
- Operational Excellence
- Process Improvement
- Employee Development
- Business Development
- Schedule Management
- Customer Service
- Staff Training
- Performance Tracking and Evaluation
- Negotiation
- Hiring and Training
- Excellent Communication
- Interpersonal Communication
- Active Listening
- Multitasking
- Work Planning and Prioritization
- Onboarding and Orientation
- Training and Development
- Relationship Building
- Client Management
- Customer Relations
- Business Writing
Technical Skills
- Microsoft Office
- Davox
- Aspect
- Idial
- Universal Softphone
- Avaya
- Genesys
- CPI/MSP/Black Knight/Fidelity/SHAW
- Early Resolutions (ER)
- Loan Image Viewer (LIV)
- Filenet
- Panther
- Public Access to Court Electronic Records (PACER)/ Aacer
- RECON
- ICMP
- Workforce Management
- Webstation
- Aspect
- Loan Closer
Affiliations
- Served as the Diversity & Inclusion Advocacy Outcomes Chair for the Inland Empire Chapter of Wells Fargo's Women's Team Member Network
- Mentor and facilitator of the Future Leaders Program
- Member of the BuildsSM program
- Member of the Wells Fargo Diversity and Inclusion Board
Accomplishments
- Recipient of Team Member of the Month Award
- Recipient of Team Manager of the Month Award
- Recognized with the Shared Success Award for Outstanding Teamwork & Partnership
References
References available upon request.
Timeline
Senior Asset Manager
Sharestates
04.2023 - 11.2023
Account Resolution Team Manager
Wells Fargo Home Mortgage
12.2011 - 03.2023
Loan Servicing Team Lead
Wells Fargo Home Mortgage
11.2008 - 12.2011
Loan Servicing Specialist I-III
Wells Fargo Home Mortgage
08.2005 - 11.2008
High School Diploma -
Charles H. Zupanic High School
Bachelor of Science - Human Services
Southern New Hampshire University
Certified Drug And Alcohol Counselor - Substance Abuse Counseling
California Consortium of Addiction Programs