Donita White
Norfolk,VA
Summary
High-caliber, results-driven professional with experience in operations management and vendor management. Developed relationships in the industry through integrity, credibility and cultivating relationships with clients, vendors and colleagues. An experienced Leader in the mortgage industry with more than 9 years' experience in sub-serving loans in an ever-changing, complex environment. Concentrated focus in default management, loan resolutions and default timeline management An innovator proficient at identifying optimization opportunities and effectively implementing change Strong sense of urgency and extensive understanding of analyzing risk with the innate ability to effectively translate risk assessments, changes to processes and procedures seamlessly SUMMARY OF QUALIFICATIONS Flexible and adaptable to fast paced ever-changing environments requiring increased responsibilities and solid management. A skilled communicator with strong problem-solving knowledge and talent in organization needs analysis and process improvements. Vendor Management Compliance & Change Management Client Management Default Servicing Customer Service Management Strategic Planning & Implementation Team Re-Structure Risk & Assessment Management Complaint Handing & Resolution Budget & Forecasting Mergers & Acquisitions Metric and Procedure Control Mgmt. 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
32
32
years of professional experience
Work History
Exam Management Manager
LoanCare A ServiceLink Company
- 2019.02
- Established in 1991 LoanCare Servicing is a nationally recognized leader in full servicing to the mortgage industry
- LoanCare offers expertise and best practices in providing servicing solutions for our clients
- Present
- Oversee onshore and offshore teams responsible for fulfilling external audit request from clients, investors, insurers, state and federal regulatory agencies
- Manages the gathering of data for compliance and regulatory through a variety of methods including review of relevant documentation, analysis of administrative practices and extensive research
- Constant collaboration with internal LOB to ensure timely and accurate completion of audit responses
- Support oversight meetings as well as investor insurer, state and federal audits
- Reports directly to SVP Regulatory Affairs Officer with 3 direct reports and staff of 14 onshore and 12 offshore employees
- Directs the overall operations of the external audit department
- Revamped construction of the team that allowed a more organized approach in managing different types of examinations received
- Added layer of leadership to increase presence that would focus on the different elements within the team and standardized team processes and procedures
- Improved management of team workflows that allowed client SLA's to be met consistently
- Improved team metric reporting with custom dashboard to capture team productivity, exam trending and the management of client oversight and examinations
- Improved client relationships by establishing expectations and incorporating kickoff meetings to improve collaboration regarding client oversight reviews and regulatory examination's
- Improved team regulatory knowledge by instituting round table discussions to discuss best practices and industry standards| Page
- Essential Duties & Responsibilities
- Designs, establishes, and maintains an organizational structure and staffing to effectively accomplish the organization's goals and objectives, overseas recruitment, training, and evaluation team
- Assist LOB in conducting gap assessment of processes, polices and standard operating procedures to ensure regulatory procedures and workflows are met and risk is minimized
- Formulate internal and external reporting related to compliance and state requirements
- Resolves complex or operational escalated concerns; ensure appropriate escalation paths are followed
- Prepare internal tracking documents itemizing regulatory requirements and impacts on workflows across the business organization and update business units as needed
- Develops and Implements processes ensuring compliance with regulatory requirements
Claims Supervisor
2017.11 - 2019.02
- Manage day to day operations providing leadership, training and direct supervision of employees
- Analyses and reviews reconciled files for accuracy and completeness
- Prepares and maintains reports and records for controllable and non-controllable losses identified within default timelines
- Responsible for managing directions with substantial latitude and makes decisions involving risk associated with losses to the company and investors
- Reports directly to Claims Manager with 8 direct reports Improved team workflows within my first month by establishing effective employee scorecards incorporating time-studies for work processes increasing overall teams productivity by 40% which decreased over time salaries by 15% Implemented monthly metric reporting to capture trending analysis for controllable losses within default timelines Improved team by focusing on team roles, value of each role, communication, goal setting and celebrating successes and failures
- As a result, the team skill based knowledge improved by 80% allowing work to be distributed across the teams with 100% back up support for all functions Established monthly risk review report card for default operating teams to review missed opportunities within default waterfall process Created monthly financial metric report capturing consolidated loss report across all default lines of business Created staffing model to ensure adequate staffing levels were in place as workflow volumes changed
- Essential Duties & Responsibilities Reviews and approves all analyzed and reconciled files for accuracy Compiles and prepares daily, weekly and monthly management reports in summary and detail outlining all loans where final claim proceeds were received and the results of loss analysis that are reflective of the company's exposure Identify trends, themes, tendencies that indicate emerging operational risks by relying on trends in relevant metrics, loss data and external events
- Effectively communicates learnings to business in order to drive necessary responses and action Proactively analyze various data sources to form an independent assessment/opinion of op risk Continuously monitor Key Operational Risks and related Key Risk Indicators and have an independent assessment of which Operational Risks for the function are material and whether the risks are being appropriately mitigated Participate in and lead Risk Reviews to proactively identify significant potential risks in the Business and develop specific recommendations for the Business to take action Identify changes in business strategy or relevant regulations that may lead to an increase in Op Risk Analyze themes in losses across Businesses/Geographies to understand how losses were incurred, determine lessons learned, identify root causes and use in developing recommendations for risk mitigation Acts as liaison between enterprise departments to facilitate the gathering of information that will allow proper response to losses Prepares and presents reports of risk management assessment, exposure, intervention and evaluation to appropriate business units
Consumer Solutions Supervisor
LoanCare
2010.10 - 2017.11
- Responsible for the overall performance of the Consumer Solutions Team ensuring performance standards are met or exceeding to include but are not limited to service levels, work flow completion, and work quality
- Provided leadership to team while providing growth opportunities within the department
- Responsible for managing metric/task review, employee interaction, mentoring and coaching
- Managed staff responsible for communicating, organizing, and enforcing department goals and expectations to staff
- Handled administrative functions related to Human Resources, e.g., scheduling time off request, performance reviews and disciplinary actions
- Reported directly to Consumer Solutions Manager with 26 direct reports Implemented payment escalation process that allowed immediate resolution to customers inquiries allowing one time resolutions to customers request Instituted email routing queues to allow email team to prioritize work and resources in a more streamlined approach
- This improved email response time by 50% which also improved customer satisfaction Project Manager for improving automation for payoff request
- Successfully managed scope of project from kickoff initiative to production
- This improved our delivery of payoff statements decreasing average days oath 24 to 48 hours upon request Worked with MSP to enhance payoff statement capabilities Improved complaint tracking and management for incoming complaints received from customer, state, agencies, BBB-Better Business Bureau by decreasing turn-around time to respond to complaints from 25 today to 12 to 15 days Established credit reporting metrics improving missed response times to credit bureaus agencies from 30%to 100% Established metric reporting that allowed team measurements and work controls to be managed and key performance indicators to be communicated to clients and lines of businesses
- Essential Duties & Responsibilities In charge of team responsible for responding to subpoena and executive complaints received by Consumer
- Affairs, Consumer Financial Protection Bureau (CFBP) and Better Business Bureau (BBB)
- Facilitates and maintain an effective corporate approach to manage of complaints and credit bureau reporting
- In control of action plans for executive complaints for investigations by internal and external agencies Implemented and monitored key controls and managed appropriate operational risks
- Regularly reviewed department workflows, reviewed team controls and implemented new processes and strategies affecting the department when needed Managed the relationship, contracts, loan servicing reporting file and credit reporting management to all the credit bureaus Quarterly review of policies and procedures, while recommending strategies and priorities for supporting
- SLA deliverables Managed department policies and procedures for work flow improvements, updates, development, testing, and quality assurance; manages reporting SharePoint repository containing team policies, metric reports, templates, and best practices
Customer Care Supervisor
Xerox Company
2007.01 - 2010.09
- Responsible for case assignments as well as individual quantity and quality produced by direct reports and any supplemental temporary employees
- Well diverse in Define Benefits and Pension Plans
- Managed DB/Pension Plan payout accounts for
- Boeing Company
- Managed team responsible for client escalations, participant's payments, POA and legal issues, benefit payment issues, and case audits
- Planed departmental/functional training budgets, forecast costs and delegate numbers as required by organizational planning and budgeting systems
- Assessed relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods
- Stayed informed as to relevant skill and qualifications levels required by staff for effective performance, and circulates requirements and applicable information to the organization as appropriate
- Duties included direct management and all related responsibilities for approximately 20-30employees and 15 temporary staff (e.g., performance management, time recording review/approval and development
- Recruited, managed and developed direct-reporting staff
- Managed monthly and weekly SLA (Service Level Agreement) for client
- Developed self, and maintain knowledge in relevant field at all times
- Produced organization strategy and plans to meet training and development needs, and managing training deliverables, measurement and follow-up as necessary was key.
Project Supervisor
Cardinal Health
2005.05 - 2007.01
- Managed and developed positive business relationships with customer personnel involved in or directly relevant to marketing strategies and program set-up with major pharmaceutical companies
- In charge of a staff of 45 project analyst in control of task and program management
- Managed recruitment cycle for many programs to ensure delivery of optimal services and client satisfaction through networking programs for new and existing drug products
- Recruited and supervised teams of recruiters responsible for program enrollment, presentations and community events
- Performed as the primary driver to expedite and ensure resolution of project issues managing and tracking progress throughout the duration of projects
- Managed accounts, printing and distribution, enrollment, and program evaluations
- Created and executed project work plans and revised as appropriate to meet changing needs and requirements
- Identified resources needed and assigned individual responsibilities
- Managed day-to-day operations aspects of a project and scope
- Effectively applied methodology and enforces project standards while preparing engagement reviews and quality assurance polices
- Minimized our exposure and risk on project
- Guided teams throughout project life cycle, applying advanced communication, training, and mentoring skills
- Expertly directed the planning and execution of multiple global projects and programs, leading both local and virtual teams
- Implement standardized project management methodologies, cost controls, and best practices
- Managed daily operations, prioritized resources, and developed creative solutions to broad issues.
Logistics Lead/Officer
Bank of America
1986.10 - 2005.02
- Designed and developed training programs based on both the organizations and individual needs
- Successful in preparing programs that were satisfactory to all relevant parties in the organization
- Supported client services by implementing and managing projects and personnel in a timely and efficient way ensuring high-quality delivery to meet client expectations
- Managed the project lifecycle, using proven techniques and tools to achieve milestones to deliver results
- Supervised daily activities of projects, such as event planning, hotel venue, budget planning, printing and documentation
- Managed vendor relationships through consistent networking, sales presentations and on-site representation
- Communicated with key internal services delivery personal to manage project deliverable
- Worked directly with Bank of America President Office managing credit training and logistics preparation for Bank of America Officers.
Education
ASSOCIATE OF ARTS - Business Administration/Banking and Finance
Fayetteville Community College
1995
ASSOCIATE OF ARTS - Business Administration
Phillips Jr. College
1991
Skills
- TECHNICAL SKILLS
- LPS, Foreclosure, Loss Mitigation, Claims HUD, FHLMC, FNMA, VA, MSP, One Note, SharePoint, Project Management Tools,
- Default Freddie and Fannie Systems, Accelerate HMO's (Pension, DB, Retirement, Employee Retirement, Non Contributory
- Retirement Plans) Logistical Training and Development, Email Correspondence Tools
- Operational Efficiency
- Critical Thinking
- Manage Operations
- Customer Relationship Management
- Performance Monitoring and Evaluation
- Operations Oversight
- Team Recruiting and Onboarding
- Organizational Structuring
Affiliations
LoanCare Women Initiative CouncilVice President MBA
Timeline
Claims Supervisor
2017.11 - 2019.02
Consumer Solutions Supervisor
LoanCare
2010.10 - 2017.11
Customer Care Supervisor
Xerox Company
2007.01 - 2010.09
Project Supervisor
Cardinal Health
2005.05 - 2007.01
Logistics Lead/Officer
Bank of America
1986.10 - 2005.02
Exam Management Manager
LoanCare A ServiceLink Company
- 2019.02
ASSOCIATE OF ARTS - Business Administration/Banking and Finance
Fayetteville Community College
ASSOCIATE OF ARTS - Business Administration
Phillips Jr. College
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