Dawnn Walker
Mortgage Servicing/Loss Mitigation
Olympia Fields,IL
Summary
Talented Assistant Vice President with excellent employee development, customer service and analytics skills, coupled with more than 22 years of experience in the mortgage industry. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Assistant Vice President, Loss Mitigation
AHP Servicing, LLC.
Chicago, IL
07.2022 - 02.2023
- Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership.
- Created processes and procedures for default servicing, including all account management processes and loss mitigation for both retention and non-retention options.
- Worked with private investors to create loss mitigation waterfalls modeled after Fannie Mae, Freddie Mac, VA, USDA, GSE and other bank owned loans for servicing and preREO departments.
- Review, update, and write policy, procedures, and action steps related to system or regulatory changes and communicate with and/or train impacted staff.
- Participate in various project meetings and determine if process changes or loan servicing support will be needed to meet project goals.
- Developed and enhanced reporting, exception reporting, automated contact policy for regulatory compliance, assessing/revising business controls for maximum effectiveness.
- Work with managers interdepartmentally to develop and implement process enhancements and/or cost saving opportunities.
- Experience evaluating and implementing modifications, loan extensions, deferments and repayment plans.
- Received, drafted and responded to mortgage-related customer escalations, CEO-level and CFPB complaints.
- Developed strategies and training procedures to ensure company remained compliant with CFPB and all regulations.
- Managed company HAF program for all states and communicated with state agencies to facilitate borrower application process.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Assistant Vice President
Fay Servicing, LLC
Chicago, IL
07.2015 - 07.2022
- Oversee day-to-day operations for team of 6 specialty Account Managers who specialize in handling accounts that are in active bankruptcy, discharged Chapter 7 bankruptcy or accounts with deceased borrowers.
- Support VP by managing day-to-day activities, including resolving escalated issues.
- Ownership of team specialty related Procedures and Job Aides (BK Account Management, ND7 and Deceased Borrowers).
- Lead and develop team members.
- Run, review and distribute reports to management and team.
- Supervise and monitor collections, customer service, loss mitigation and/or foreclosure alternative functions related to the team.
- Develop call logic for automated dialing in dialer system.
- Respond to investor inquiries.
- Ensure compliance with service level agreements and all applicable federal, state and local regulations.
- Ensure staff completes tasks and/or responsibilities within set timelines.
- Provide timely, friendly, and effective service to customers in loss mitigation functions.
- Responsible for team's monthly production and ensuring timely implementation of loss mitigation strategies.
Specialist
Hillard Heintze
Chicago, IL
09.2007 - 07.2015
- Monitor social media sites (Facebook, Instagram, Twitter, etc.) for client specified threats
- Write high-level reports detailing findings of investigations
- Conduct database queries to identify subject and research subject utilizing various online resources
- Research court records utilizing onsite and online database queries
- Research subject by identifying their social media account(s) and reviewing for pertinent information
- Research and implement photo capture and cataloging software
- Maintain up-to-date database of slang terms and gang territories
- Create Microsoft Access database to document details for mortgage files
- Created and implemented document verification procedures to reverse verify original mortgage documents
- Researched property history and chain of title
- Created automated timekeeping system for the entire company using Microsoft Excel.
Education
Computer Information Systems
DeVry University
08.1998 - 04.2001
Skills
Black Knight/MSP/Director 7
undefinedCertification
MERS Certification
Timeline
MERS Certification
01-2023
Assistant Vice President, Loss Mitigation
AHP Servicing, LLC.
07.2022 - 02.2023
Assistant Vice President
Fay Servicing, LLC
07.2015 - 07.2022
Specialist
Hillard Heintze
09.2007 - 07.2015
Computer Information Systems
DeVry University
08.1998 - 04.2001
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