David McCown

• Ownership of $200M+ Real Estate portfolio.
• Improved and maintained delinquency rates in all tiers below 5% with 30 days below 3%
• Oversight of Servicing Department and Construction Draws Department.
• Implemented a new servicing system of record that helped eliminate labor hours across both departments.
• Complied with established internal controls and policies.
• Coaching and Training staff in both Departments.
• Research, resolve and respond to escalations.
• Communicate construction draws denials to customers with unsatisfactory accounts
• Collaborate with business units to determine root cause(s) of complaints, determine appropriate resolve and future remediation to avoid repeat complaints and improve effectiveness.
• Liaison between business unit and in house council.
• Conduct live phone monitoring to increasing customer experience and company compliance.
• Ownership of the companies Real Estate Owned portfolio and short-term rentals.
• Drive construction project completion of inherited uncompleted projects
• Work directly with Contractors of various scope to complete projects.
• Prepare completed properties for marketing and sales
• Ensure Real Estate portfolio is 100 % fully insured
• Process monthly payments, yearly taxes and invoices
• Conduct Department Meetings and communications
• Performed banking, business administration and financial tasks to guarantee gold standard service for clients
• Developed strategic plans for day-to-day servicing operations
• Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports
• Support Chief Operation Officer with special projects and additional job duties

Customer Service Manager 07/2019 to 04/2022

• Manage and oversight of sixty-five Mortgage servicing professionals 80% of who I interviewed and hired. Maintained 91% retention over three years
• Coaching and developing of five Supervisors on the leadership team and their subordinates
• Collaborate with multiply departments to ensure effective and efficient processes, amended over fifty processes
• Work directly with training department to amend relevant and changing needs to deliver best in class servicing
• Oversight of staffing, hiring, recruiting, employee development and career pathing
• Collaboration with dual mortgage servicing sites
• Develop best customer service practices to increase customer experience
• Establish production and performance goals
• Employee engagement created/presented monthly employee recognition meetings
• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• • Service calibrations with outside vendors
• • Recommend, review and test process improvements
• • Report directly to Senior level leadership.
• Early Stage Collections Manager 05/2018 to 07/2019
• Manage three Early Stage Collections Supervisors and their teams of ten-twelve collection specialist
• Establish best practices of departmental key performance indicators to improve contacts by 60% and lower abandonment rates below 5%
• Directly impacted effectiveness and efficiencies within department
• Developed customer experience focused scorecard within Quality Assurance scope
• Deployed and coached supervisors on proven methodology and disciplines
• Successfully transitioned two teams from collections to Customer Service
• Identify and hire high potential and high performers fostering career growth
• Identified and developed individuals to promotions
• Collaborate with other departments for process improvement
• Assisted in implementation and deployment of new incentive program.

• Collections Manager (Greentree) 01/2012 to 10/2013
• S.P.O.C. Manager (Springleaf) 10/2013 to 10/2014
• Call Center (Nationstar) 10/2014 to 06/2016
• Reverse Mortgage Team Manager 6/2016 to 5/2018