Summary
Overview
Work History
Education
Skills
Affiliation
References
Certification
Timeline
Generic

DIANE BOYD

Portsmouth,VA

Summary

I am a focused leader with superior project management skills, able to keep a diverse group of strong leaders on track. My goal is to utilize my education and experience to investigate and resolve complex workforce issues, ensuring internal and regulatory compliance, while growing professionally within a teamwork-focused organization.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Acquisitions & Loan Boarding Coordinator

ServiceMac
Indian Land, SC
03.2021 - 09.2024
  • Received, reviewed, and processed client new loan files before proceeding with boarding so that loans are available for handling and visibility across all departments within the company
  • Communicated with clients via email or telephone as needed if a boarding file error was identified which prevented loans from being successfully boarded in order to update and move forward with boarding
  • Supported team members when volume became high or as needed to ensure timely, judicious, and accurate loan processing
  • Proactively communicated with leadership as needed to discuss trends, opportunities, or issues that may affect other departments or client pertaining to loan boarding
  • Processed Welcome Letters for new loans to ensure company-maintained expectations according to RESPA guidelines and to prevent potential monetary risk associate with delayed processed of welcome letters
  • Assessed control tower daily to monitor welcome letters that were not distributed and to ensure if probable cause, issues were identified, and leadership was notified accordingly
  • Communicated across various departments and vendor as new welcome letters were required for client specific needs in order to ensure timelines were met after date of loan boarding.

QWR/Social Media Manager

LoanCare
Virginia Beach, VA
12.2016 - 03.2021
  • Received, Researched, and Resolved Qualified Written Responses (QWR) in a timely manner to avoid financial losses to the company
  • Managed all company complaints including but not limited to BBB, CFPB, Borrower, DOJ, Social Media, Attorney General, and third-party
  • Managed a team of 10+ employees, ensuring high productivity and quality standards were met.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Trained new employees on company policies, job duties, and performance expectations.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Researched social media systems most beneficial to the company and presented them to the executive team which resulted in increasing productivity and customer satisfaction
  • Coordinated with internal departments to maximize operational efficiency across production and administrative areas
  • Created training manual for all employees to use as reference guide
  • Realigned workflows with changing business demands by evaluating processes and employee strengths.

Customer Relationship Manager II

Bank of America
Norfolk, Virginia
12.2011 - 01.2015
  • Educated delinquent and imminent default borrowers by providing detailed explanations of all available options up to and including liquidation, modifications, repayment plans
  • Processed outbound and received inbound calls while meeting quality control guidelines fielding an average of 50+ calls per day
  • Initiated and launched a client intranet that led to a reduction in risk
  • Updated necessary reporting to be reviewed by management regarding portfolio base
  • Received, addressed, and recorded necessary borrower concerns to prevent escalations.

Client Relations Specialist

LoanCare Servicing Center
Virginia Beach, Virginia
12.2006 - 12.2011
  • Managed a portfolio of 40+ lenders
  • Monitored and mastered each individual client portfolio to manage delinquency, trends, and opportunities for positive change for overall performance
  • Processed payment reversals, research request, and payment applications to ensure borrower payments were applied appropriately on a loan level basis to prevent erroneous credit reporting on borrower's account that would become a risk
  • Corresponded with various departments within the company to resolve issues or discuss areas of improvement needed to better manage the client's portfolio
  • Received inbound and made outbound calls to clients frequently to discuss portfolio, in addition to scheduling weekly or monthly calls to discuss trends or verify clients place in market to prepare for increased volume or if changes in process were necessary for their client base
  • Organized internal visits from clients to view workshop and also speak with each management team face-to-face to discuss individual process or to address trends or concerns within the portfolio
  • Processed monthly reports using the reporting system passport to provide clients with manual reports tailored to their needs
  • Assisted in preparation for audits by rating agencies.

Education

Associate of Science - Psychology

Tidewater Community College
Norfolk, VA
06-2026

High School Diploma -

Churchland High School
Portsmouth, VA
06.2004

Skills

  • Social media management
  • Team development
  • Strategy development
  • Research proficiency
  • Problem Solving
  • Organizational skills
  • Solution Oriented
  • Multitasking
  • Decision-making
  • Troubleshooting
  • Team building

Affiliation

Member of Women Who Lead

References

Furnished Upon Request

Certification

  • Life Coach Certification

Timeline

Acquisitions & Loan Boarding Coordinator

ServiceMac
03.2021 - 09.2024

QWR/Social Media Manager

LoanCare
12.2016 - 03.2021

Customer Relationship Manager II

Bank of America
12.2011 - 01.2015

Client Relations Specialist

LoanCare Servicing Center
12.2006 - 12.2011

Associate of Science - Psychology

Tidewater Community College

High School Diploma -

Churchland High School
  • Life Coach Certification

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DIANE BOYD