Deborah Fain
The Colony,TX
Summary
An ambitious business professional specializing in various operations for 30+ years in the Financial Industry. Valuable leadership skills in the management of call center environments and mortgage operations. Proven ability to ensure superior customer satisfaction and the development of process improvement. Effective communication and analytical skills as well as proficient in Microsoft Office. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
18
18
years of professional experience
Work History
Policies and Procedures Specialist I
Fay Servicing
11.2019 - Current
- Performed administrative duties for the Policies and Procedures team
- Maintained retention of 600+ company policies, procedures, and Investor Criteria in Process Unity System
- Worked directly with line of business to create/revise policies, procedures and job aids per state, federal and company regulations
- Proofread and published approved policies and procedures
- Provided active policies and procedures for State Exams/Audits
- Provided training for new hires.
Invoice Auditor
Fay Servicing
11.2016 - 11.2019
- Reviewed vendor's contracts and completed audits on 80 + vendor billing invoices daily for inaccuracies and over-billing
- Communicated with attorney firms and corporate vendors, initiated corrective action and established remediation steps to ensure proper billing
- Created Procedures for Invoice Processing and Auditing
- Conducted training of new hires in Invoice Processing and Auditing.
Unit Manager Litigation Support
JPMorgan Chase
05.2014 - 11.2015
- Managed 10+ team of Litigation Support Analysts to collaborate with legal counsel, provide supporting documentation for lawsuits filed against Chase and validate loan servicing operated within compliance of company and federal regulations
- Proficient in process management
- Analyzed collateral and court documents and performed detailed research of loan history
- Determined most effective resolution to legal cases
- Initiating settlements prior to required deadlines
- Provided effective and timely responses to escalated requests
- Coordinated with Bankruptcy to ensure loan servicing met required bankruptcy laws and regulatory compliance
- Organized team building events to encourage employee engagement.
List Management Supervisor
JPMorgan Chase
01.2013 - 05.2014
- Managed team of 10+ Loss Mitigation Underwriters responsible for obtaining financial documents and completing underwriting process of Short Sales and Deed in Lieu
- Maintained quality efficiency of non-retention loss mitigation workouts
- Exceeded productivity goals and reduced pipeline volumes by completing loan workouts in Equator timely
- Completed 100+ call monitoring and loan reviews monthly to ensure quality performance
- Provided employee coaching to improve productivity results.
Liquidations Supervisor
JPMorgan Chase
01.2010 - 01.2013
- Supervised team of 10+ analysts through liquidation process, by evaluating short sale/deed in lieu requests and monitoring operations from underwriting to final loan closing
- Reviewed short sale offers to determine if workout was in best interest of company while minimizing losses and remaining within all company and regulatory compliance
- Streamlined operations and decreased pipeline volumes by effectively increasing approval rate on portfolio of 800-1000 Chase and HAFA short sale files
- Reviewed BPO and Appraisals to verify condition of property, validate comparable sales and confirm accuracy of property value
- Approved short sales with maximum loss of 100K for bank owned and private investor-owned loans
- Performed denial process on incomplete files or insufficient offers.
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Special Servicing Supervisor
JPMorgan Chase / EMC Mortgage Corporation
08.2007 - 01.2010
- Managed servicing of 600+ Special Product Loans
- Developed Recovery Job Aid to ensure adequate servicing of charged off loans
- Executed employee incentive plan to offer employee recognition for achieving performance results
- Negotiated and monitored 200+ trial plans monthly and referred loans for modification process
- Trained employees on Affordability Payment Calculator and Making Home Affordable program
- Enhanced customer satisfaction by promptly addressing inquiries, resolving issues, and providing clear communication.
Customer Service Assistant Manager
EMC Mortgage Corporation
05.2006 - 07.2007
- Maintained staff of 8+ customer service agents providing exceptional servicing on Monthly Option ARM and Home Equity Line of Credit loans
- Created research position for Home Equity Line of Credit loans to validate and improve servicing process
- Oversaw performance of Monthly Option Arm loan servicing and to ensure proper payment application
- Developed procedural job aids for Home Equity and Monthly Option Arm loan servicing process
- Spearheaded Payment Deferment project on Special Product Loans.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Skills
- Leadership / Time Management/ Performance Management
- Loan Servicing / Pipeline Management / Research Expertise
- Training / Coaching / Development
- Interviewing and Staffing
- Quality Audit / Invoice Auditing
- Microsoft Office: Word, Excel, Power Point
- Problem Solving / Critical Thinking
- Proficient in EPRO, Davox, Equator, MSP, Early Resolution, LPS Desktop, Sharepoint, Gold, Lender Live, Process Unity, Snagit
City
TX
Zip
75056
Cell
214-728-1810
Education Training
- Brookhaven Community College – Dallas, Texas - Introduction to Business, Spanish I
- Risk Compliance
- Litigation Support
- FDCPA
- Dodd Frank
- Mortgage Banking Fair Lending
- Mortgage Compliance (HAFA, HAMP, RESPA, TILA and DOJ guidelines)
Street
The Colony
Timeline
Policies and Procedures Specialist I
Fay Servicing
11.2019 - Current
Invoice Auditor
Fay Servicing
11.2016 - 11.2019
Unit Manager Litigation Support
JPMorgan Chase
05.2014 - 11.2015
List Management Supervisor
JPMorgan Chase
01.2013 - 05.2014
Liquidations Supervisor
JPMorgan Chase
01.2010 - 01.2013
Special Servicing Supervisor
JPMorgan Chase / EMC Mortgage Corporation
08.2007 - 01.2010
Customer Service Assistant Manager
EMC Mortgage Corporation
05.2006 - 07.2007