Evangeline "Robyn" Hart-Murray
Mortgage Professional
Mount Laurel,NJ
Summary
Dedicated and results-driven professional with over 20 years of expertise in mortgage banking and government-sponsored enterprises (GSE). Proven ability to develop and implement Risk and Control Matrices (RCM), manage client partnerships, and optimize mortgage operations. Skilled subject matter expert in Fannie Mae loan servicing and affordable housing programs. Self-motivated and detail-oriented, with a strong background in risk management, compliance, and regulatory affairs. Thrives both independently and within collaborative teams, delivering timely, mission-critical outcomes.
Overview
2023
2023
years of professional experience
3
3
Certifications
Work History
Business Control Analyst
Cenlar, FSB
9 2017 - 10.2022
- Managed the control environment and remediated issues to ensure compliance with regulatory requirements, significantly impacting Cenlar’s financial, operational, contractual obligations, and reputational standing
- Monitored controls to ensure adherence to company and business line policies and procedures
- Identified exceptions in business line processes to ensure compliance with all applicable policies and procedures
- Performed root-cause analyses of issues, identifying risk trends that may result in business process errors and mistakes
- Developed and implemented management action plans for corrective actions and controls
- Partnered with all business units to review and correct regulatory and compliance matters, including the Office of Comptroller of the Currency (OCC), Consumer Financial Protection Bureau (CFPB), investor guidelines, and client requirements
- Assisted in the timely remediation of business line risk and compliance issues, including internal and external audit observations and regulatory findings; tracked and escalated corrective action matters as necessary
- Collaborated with Quality Assurance, Quality Control, and Compliance teams to analyze root causes of testing results and suggested remediation activities
- Supported the business management team in maintaining policies, procedures, and internal controls
- Implemented regulatory change management plans in coordination with Risk, Compliance, Legal, and business areas
- Performed 'design of control' assessments and developed and executed test plans using internal audit methodology, standards, and adherence to applicable compliance laws, regulations, and guidelines
Portfolio Manager, Servicer Response Team
Fannie Mae
11.2009 - 05.2017
- Served as an asset manager for complex portfolio loans, acting as a liaison, advisor, and representative on sensitive and complex issues, providing expert advisory assistance in developing solutions
- Managed and monitored end-to-end servicing of Fannie Mae's mortgage loans, safeguarding corporate assets and mitigating operational and financial risk
- Identified opportunities for performance improvement, reporting accuracy, loan-level evaluation, and root cause analyses
- Developed and implemented improvement plans with internal and external stakeholders, substantially reducing servicers' default performance
- Supervised and managed assigned servicing portfolios to ensure optimal servicing performance and annual compliance results
- Developed corrective action plans to ensure adequate controls and created test plans to ensure controls worked as designed
- Analyzed servicer risk profiles and critical performance indicators, engaged lender management in discussions to identify key drivers, and recommended process improvements to increase productivity
- Facilitated timely resolution of customer inquiries, issues, and escalations, resulting in high satisfaction levels with internal and external stakeholders
- Formulated and implemented strategic initiatives to reduce serious delinquent mortgage loans (SDQ)
- Conducted monthly analyses of reports to servicers and engaged in regularly scheduled meetings to review metrics and discuss performance to goals
- Collaborated cross-functionally to define processes and root cause analyses to resolve internal and servicer-related issues
- Promoted and supported services in training and implementing Fannie Mae's essential servicing products and initiatives
- Resolved escalated servicers' Cash Disbursement Request (Form 571) claim questions and compliance issues related to default servicing activity
- Negotiated fees, postponed foreclosure sales, and placed files on hold in collaboration with servicers
- Remediated violations to the servicing guide and delegation of authority in collaboration with servicers
- Reviewed and updated workflow processes, design, and training to identify opportunities for improvement or streamlining
- Conducted monthly reviews and discussions of litigated loans with Fannie Mae's internal Loss Mitigation Unit and assigned servicer litigation units, leading to equitable resolutions of several thousand loans
- Participated in call monitoring of Collections and Single Point of Contact Specialists
Affordable Housing Administrative Agent
New Jersey Housing and Mortgage Finance Agency
09.2006 - 11.2009
- Administered and monitored affordable housing units subject to the Uniform Housing Affordability Controls (UHAC)
- Evaluated, reviewed, and certified eligible households that met the Council of Affordable Housing (COAH) requirements for rentals and resale units
- Analyzed, evaluated, and manually reviewed documents, including bank statements, W2s, tax returns, and other required documentation to determine eligibility
- Marketed and managed the resale of numerous Affordable Housing Units via the New Jersey Housing Resource Center Website
- Ensured compliance with Uniform Housing Affordability Controls, regulations, and policies in rental and resale units
- Acted as a point of contact for buyer(s) and seller(s) inquiries throughout the affordable housing resale process
- Communicated effectively with clients, real estate agents, and attorneys via phone and correspondence
- Prepared and furnished the proper restrictive documents for affordable units
Servicing Specialist
Fannie Mae
10.1992 - 10.2005
- Managed and monitored servicers’ performance to ensure optimal performance across the servicing spectrum and mitigate operational and financial risk
- Analyzed complex financial statement data and reports to identify opportunities for improvement
- Monitored internal reports to identify trends, exceptions, and opportunities to drive servicer performance through monthly engagements and quarterly Servicing Performance Reviews
- Collaborated cross-functionally within Fannie Mae to resolve escalations involving borrower complaints, servicer's lack of response to internal stakeholders, and various loan-level issues
- Communicated issues, recommendations, or best practices to Senior Management across the servicer organization to establish action plans and commitments to resolve deficiencies and improve operational efficiency
- Coordinated, prepared, and delivered multi-lender onsite training sessions in default management, loss mitigation, Fannie Mae applications, and technology
- Monitored servicers’ annual audited financial reports to ensure adherence to Fannie Mae’s eligibility requirements
- Managed general servicing functions, proposing solutions for servicing transfer, hazard insurance claims, partial releases, assumptions, loss mitigation, and other routine matters
- Performed default management reviews for seriously delinquent loans to ensure timely foreclosures and bankruptcies
Education
Associate of Applied (AAS) Degree -
Hudson County Community College
Jersey City, NJSkills
Performance/Process Consulting
Compliance/Risk Management
Risk Control Testing
Root Cause Analysis
Investor and Default Reporting
Vendor/Servicer Management and Oversight
Customer Relations Management
Proficiency with Microsoft Office Suite
Proficiency with SharePoint
Experience with Black Knight’s MSP
Certification
Licensed Real Estate Agent, 08/01/07
References
Available upon request
Professional Development
- H&R Block Academy Income Tax Course, 01/01/24
- Underwriting, Investor Reporting, General Servicing, Foreclosure Prevention, Bankruptcy Management, Reverse Mortgage, Mortgage Default Servicing Academy (Bankruptcy and Foreclosure Seminar) Dallas, TX, Principal of Real Estate, Real Estate Law, Real Estate Appraisal, Title Insurance
Timeline
Portfolio Manager, Servicer Response Team
Fannie Mae
11.2009 - 05.2017
Affordable Housing Administrative Agent
New Jersey Housing and Mortgage Finance Agency
09.2006 - 11.2009
Servicing Specialist
Fannie Mae
10.1992 - 10.2005
Business Control Analyst
Cenlar, FSB
9 2017 - 10.2022
Associate of Applied (AAS) Degree -
Hudson County Community College