Diana Lopez
Jacksonville,FL
Summary
Dynamic and analytical financial servicing professional with over 20 years of experience in mortgage servicing, recognized for a deep understanding of regulatory processes and associated risks. Expertise in analyzing internal controls, developing risk assessments, and implementing management principles aligned with industry best practices. Proven track record in reviewing financial and operational data across various business units within Default Servicing, complemented by strong familiarity with diverse mortgage types. Committed to leveraging quality control acumen and extensive industry knowledge to serve as a reliable liaison and leader while continuously pursuing growth in a challenging role.
Overview
2027
2027
years of professional experience
Work History
Field Buyer I
Builders First Source
Jacksonville, FL
09.2023 - Current
- Facilitated product purchases by establishing communication with vendors and suppliers to acquire details regarding pricing, stock availability, and expected delivery schedules.
- Achieved effective evaluation of goods and services through detailed analysis of competitor pricing strategies. Drove research efforts to uncover market trends and optimized order tracking for improved efficiency.
- Managed resolution of material and service discrepancies at both departmental and vendor levels to maintain operational integrity.
- Facilitated returns and replacements of products to maintain inventory accuracy and support accounting processes.
- Addressed and mitigated customer service issues to enhance supplier relations and streamline field operations.
- Supported operational efficiency through sourcing specialty items, tracking freight and carrier details, and maintaining order status for prompt fulfillment.
- Managed comprehensive filing system for department, ensuring accurate documentation of vendor bids, quotes, and related correspondence.
Supervisor Loan Quality Assurance
Carrington Mortgage Holdings
Remote
05.2022 - 09.2023
- Achieved timely and accurate document procurement through effective oversight of quality assurance team activities. Improved operational efficiency by implementing process reviews and adjustments. Enhanced staff performance through regular feedback and tailored training initiatives.
- Ensured compliance with all applicable state and federal laws and regulations governing company operations.
- Achieved monthly performance objectives by effectively supervising loan servicing representatives. Enhanced team capabilities through targeted training and optimized workflow management.
- Analyzed and summarized monthly KPI data for management review, enhancing operational insights.
- Achieved enhanced team performance through regular one-on-one assessments, identifying strengths and opportunities for development. Recommended tailored training programs to foster skill advancement.
- Conducted assessments of workflow efficiencies and strategically adjusted work assignments to streamline operations.
- Conducted comprehensive reviews of business unit policies and procedures, recommending adjustments in response to identified exceptions and trends.
- Engaged with leadership teams, deployment leaders, and direct reports to strengthen organizational cohesion and support strategic initiatives.
- Oversaw workflow distribution among team to maintain high standards of document accuracy and adherence to deadlines.
- Executed validation tasks in issue management tool, ensuring all items assigned to the team were completed within established timelines.
- Performed detailed data analysis, focusing on accuracy verification before distribution to internal clients.
- Streamlined communication and coordination of ad-hoc requests from counterparty clients, ensuring prompt fulfillment.
- Designed and delivered tailored reports to address specific operational demands and enhance decision-making processes.
- Employed Excel and Visio for comprehensive data analysis reporting and effective process flow documentation.
- Resolved staff escalations effectively. Communicated critical concerns to management for further action.
- Conducted targeted reviews as needed to support decision-making processes of senior leadership.
Assistant Vice President, Portfolio Manager - Government Programs
SELENE FINANCE
Remote
11.2017 - 05.2022
- Facilitated successful transfers and acquisitions of GSE and government loans, including NPL and RPL loans. Achieved effective negotiations of transaction documents and agreements with legal teams, enhancing operational efficiency.
- Coordinated processing of repurchase and quality control requests from investors, ensuring compliance with established protocols.
- Served as primary liaison with Ginnie Mae, Fannie Mae, and Freddie Mac to uphold contractual commitments and adhere to regulatory requirements.
- Provided strategic guidance on contractual obligations and facilitated client communication for clarification.
- Engaged with clients and operational managers to effectively manage data requests, special projects, and address legal and servicing needs.
- Oversaw reporting and analytics functions to guarantee compliance with cash management requirements and timely completion of financial reporting.
- Achieved streamlined processes by identifying improvement opportunities. Collaborated with department and technology teams to document and validate enhancements with stakeholders. Drove successful delivery of improvements through effective stakeholder engagement.
- Conducted comprehensive research and developed documentation for policies, procedures, and training materials to enhance government program effectiveness.
Claims Manager
SELENE FINANCE
Remote
- Manages post foreclosure title and eviction processes to ensure timely FHA conveyance.
- Monitors all aged claims and provides updates to senior management on reasons for delay
- Manages CWCOT 2nd chance program on FHA loans.
- Tracks inventory and in-flow of claims on daily basis.
- Tracks losses discovered at the time of claim filing.
- Monitors team's daily/weekly production and claims inventory.
- Reviews denied claims and when needed, files supplemental claims to ensure maximum recovery of the funds.
- Develops and maintains department policies and procedures.
- Provides coaching, training, and development to staff to ensure company and department goals and key performance indicators (KPIs) are met
- Measures and documents staff performance, attendance and compliance with job duties, expectations, regulations, guidelines, policies, and procedures.
Servicing Quality Control Auditor II
TIAA BANK
Jacksonville, FL
04.2013 - 11.2017
- Responsible for mapping default reporting for all investors, creating controls, monitor exception reports to ensure that correct delinquency reporting is being performed monthly.
- Oversee all aspects of work performed by employees to ensure functions are completed in accordance with regulations and in an accurate and timely manner
- Provide written performance statistics (e.g., production quality, timeliness, etc.) and other relevant performance information to employees minimally monthly
- Adhere to disciplinary action protocols in addressing personnel matters
- Identify and coordinate development of employees via remedial training, cross training, etc.
- Handle administrative tasks (e.g., time and attendance, work schedules, FMLA, etc.) for employees
- Establish annual performance objectives and complete performance appraisals for employees
- Assist in the recruitment of new employees via establishing hiring criteria and interview guides, interviewing candidates, and documenting all decisions
- Monitor inventory and other key performance metrics at departmental and employee level daily to ensure compliance with departmental standards.
- Oversee workflow, productivity, and employee performance. Identify and implement solutions to improve processes with emphasis on reducing risk and improving efficiency.
- Ensure loss mitigation workout underwriting solutions are conducted within all investor and insurer guidelines. Provide feedback to senior management on issues negatively impacting compliance with regulations. Handle any escalated issues and/or special requests from investors or insurers.
- Ensure proper quality control processes to prevent audit findings. Keep informed of portfolio changes or investor/insurer updates and take required action as appropriate.
Foreclosure Team Lead
HOMEWARD RESIDENTIAL
Jacksonville, FL
11.2003 - 04.2013
- Ensures foreclosure timelines are being met and are in compliance to key performance metrics.
- Manages exception reports on foreclosure loans and partners with internal and outsource vendors to resolve timely and accurately.
- Makes recommendations and participates in the development and implementation of process improvements as needed or identified.
- Participates in the development and maintenance of policies and procedures for the department.
- Utilizes reports and other performance tracking mechanisms to reinforce and ensure compliance with key performance metrics.
Bankruptcy Loss Mitigation Underwriter (Team Lead)
Loan Consultant Sr. II
- Underwrite and approve loss mitigation efforts to achieve the most effective resolution of non-performing loans.
- Oversee workflow, productivity, and employee performance.
- Identify and implement solutions to improve processes with emphasis on reducing risk and improving efficiency.
- Ensure loss mitigation workout underwriting solutions are conducted within all investor and insurer guidelines.
- Aggressively manage the caseload to ensure investor and insurer target goals are obtained. Utilize all available tools to solicit loans and achieve desired results.
- Ensure proper quality control processes to prevent audit findings.
- Keep informed of portfolio changes or investor/insurer updates and take required action as appropriate. Maintain all department productivity and quality standards.
- Responsible for the training of new team associates.
Prime Division
Direct Sales Processor
- Underwrite and approve loan submissions from Loan Officers through Desktop Underwriter Program (Fannie Mae) or Clues/Clout (Countrywide Prime Loan Guidelines) based on initial information and income documentation provided.
- Work with Title companies/Appraisers to clear up any issues, Loan Officer/borrowers in order to obtain the necessary information as needed to clear underwriting conditions.
- Perform detailed credit risk analysis, calculation of Debt-to-Income ratio, reserve calculation, LTV/CLTV to ensure the loan meets product guidelines.
Executive Liaison
ABN AMRO
01.2002 - 01.2003
Office Manager Sales Department
MAINCO
01.1998 - 01.2001
Manager Customer Service
TELESPHERE
01.1990 - 01.1997
Education
NAMP Certification -
Valencia Community College
Skills
- Quality Control
- Operational Risk/Loss Prevention
- Investigation & Evaluation
- Data Management
- Root Cause Analysis/recommendations
- Investor Guideline Compliance
- Oversight
Languages
Spanish
Native or Bilingual
Timeline
Field Buyer I
Builders First Source
09.2023 - Current
Supervisor Loan Quality Assurance
Carrington Mortgage Holdings
05.2022 - 09.2023
Assistant Vice President, Portfolio Manager - Government Programs
SELENE FINANCE
11.2017 - 05.2022
Servicing Quality Control Auditor II
TIAA BANK
04.2013 - 11.2017
Foreclosure Team Lead
HOMEWARD RESIDENTIAL
11.2003 - 04.2013
Executive Liaison
ABN AMRO
01.2002 - 01.2003
Office Manager Sales Department
MAINCO
01.1998 - 01.2001
Manager Customer Service
TELESPHERE
01.1990 - 01.1997
Prime Division
Direct Sales Processor
Claims Manager
SELENE FINANCE
Bankruptcy Loss Mitigation Underwriter (Team Lead)
Loan Consultant Sr. II
NAMP Certification -
Valencia Community College