Dianna Davenport
Virgina Beach,VA
Summary
Motivated manager with experience in employee development, team building, process improvement, customer service and analytic skills combined with 12 years of default servicing knowledge. Driven and ambitious to direct continuous business improvement with focus on compliance based processes and execution with an analytical and disciplined approach.
Overview
11
11
years of professional experience
Work History
Director of Default Compliance Integration
Flagstar Bank, FSB
Virginia Beach , VA
2021.07 - 2022.01
- Delivered subject matter expertise and suggested best practices for internal compliance and advised on quality control enhancements.
- Designed VISIO process flows to demonstrate loss mitigation process improvements and workflow
- Partnered with company's training department to develop training material that adhered to investor guidelines
VP, Loss Mitigation
LoanCare, LLC
Virginia Beah , VA
2021.01 - 2021.05
- Established support team to centralize ancillary functions to allow enhanced departmental and inter-departmental processes
- Hired and managed 12 onshore employees for newly formed support team to maximize productivity while training staff on best practices and protocols.
- Spearheaded efficiency gains by way of technology to increase production with less resources
- Independently, and by way of audit, recognize problems and perform root cause analysis for remediation
Collections Manager
LoanCare, LLC
Virginia Beach , VA
2019.04 - 2021.01
- Managed six direct reports between Collections, Default Reporting and Early Stage Default Support teams
- Assisted in building, development and management of COVID-19 control team
- Trained and mentored new employees on COVID-19 processes and control requirements
- Established MSP scripting and process automation to encourage continuous improvement and consistency for Call Center agents; developed specialized Call Center scripting to assist in increased call volume due to COVID-19
- Ensure staff produces consistency and accurately to achieve high quality standards
- Responsible for driving daily department operations as defined by departmental procedures and investor regulations
- Manage department efficiency, timeliness and completion of duties
- Collaborated with legal resources and compliance teams to manage default issues
- Improved procedural controls for collection and default reporting procedures
Loss Mitigation Manager
LoanCare, LLC
Virginia Beach , VA
2017.07 - 2019.04
- Managed five direct reports over two specialized areas within department
- Responsible for driving daily department operations as outlined within departmental procedures and investor regulations
- Manage department efficiency, timeliness and completion of duties
- Ensure staff produces consistency and accurately to achieve high quality standards
- Develop and maintain departmental policies and procedures
- Analyze trends, variances and problem situations and implement solutions
- Assisted in hiring and building loss mitigation team for new campus out of state
Loss Mitigation Supervisor
LoanCare, LLC
Virginia Beach , VA
2015.03 - 2017.07
- Managed daily operations of underwriting team of 10 direct reports
- Developed process improvements and system enhancements to improve overall effectiveness
- Performed reviews of loss mitigation transactions to ensure consistency, accuracy and quality
- Developed and maintained underwriting policies and procedures
- Performed staff development duties relating to performance evaluations, training and coaching
Loss Mitigation Team Lead
LoanCare, LLC
Virginia Beach , VA
2013.11 - 2015.03
- Responsible for monitoring loss mitigation underwriting pipeline
- Complied daily/weekly reports for senior management
- Performed quality assurance audits of Loss Mitigation Underwriters monthly
- Responsible for monitoring and reviewing loss mitigation appeal
- Provided support and guidance to all Loss Mitigation Underwriters
- Addressed loan level inquiries from borrowers, clients, investors, insurers, real estate agents, consumer credit counseling services and foreclosure attorneys timely
Loss Mitigation Specialist
LoanCare, LLC
Virginia Beach , VA
2011.04 - 2013.11
- Responsible for evaluating loss mitigation applications in accordance with agency guidelines for FNMA, FHLMC, FHA, USDA, VA and private investors
- Rendered decisions based on agency guidelines or client credit policy and communicated decision to each applicant, verbally and in written format
- Educated applicants about retention and liquidation options to mitigate losses to investor
- Managed pipeline under deadlines to achieve monthly goals while maintaining quality performance standards
Education
Bachelor of Science - Social Science
Liberty University
Lynchburg, VA2008
Associate of Arts - General Studies
Diablo Valley College
Pleasant Hill, CA2005
Skills
- Default Loan Servicing
- Collections
- Loss Mitigation
- Default Reporting
- Management
- Regulatory Compliance
- Process Improvement
- Critical Thinking
Timeline
Director of Default Compliance Integration
Flagstar Bank, FSB
2021.07 - 2022.01
VP, Loss Mitigation
LoanCare, LLC
2021.01 - 2021.05
Collections Manager
LoanCare, LLC
2019.04 - 2021.01
Loss Mitigation Manager
LoanCare, LLC
2017.07 - 2019.04
Loss Mitigation Supervisor
LoanCare, LLC
2015.03 - 2017.07
Loss Mitigation Team Lead
LoanCare, LLC
2013.11 - 2015.03
Loss Mitigation Specialist
LoanCare, LLC
2011.04 - 2013.11
Bachelor of Science - Social Science
Liberty University
Associate of Arts - General Studies
Diablo Valley College
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