Iwona Izdebski

• Oversee and mentor the team by delegating daily tasks and responsibilities, while proposing innovative procedures to improve operational efficiency
• Conduct training sessions, monitor quality and productivity, and analyze operational data to effectively resolve issues
• Identify and tackle complex problems and operational challenges impacting the wider department, ensuring compliance with established protocols
• Provide legal assistance to the Citi Legal team and manage legal inquiries and subpoenas
• Assist in the management and reporting of HRSS metrics, including Service Now Metrics
• Assess risks related to business decisions, prioritizing the firm's reputation and safeguarding Citigroup, its clients, and assets
• Collaborate with various HR functions, encompassing employee relations, organizational design and staffing, leadership development, performance management, compensation, and overall organizational effectiveness

• Address employee questions and oversee complex issues, ensuring prompt and effective resolutions
• Collaborate with management on process enhancement initiatives by pinpointing underlying problems and developing creative solutions to improve operational efficiency
• A vital team member, recognized opportunities for process optimization that enhanced team productivity
• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.

• Coordinated various aspects of real estate transactions such as inspections, appraisals, and financing arrangements, minimizing delays and challenges for clients.
• Built lasting relationships with clients through excellent communication, personalized service, and dedication to their needs.

• Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
• Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.

HSBC Mortgage Service, Brandon, FL 2000-2017
Loss Mitigation Specialist, 2012 – 2017

• Evaluated and structured assignments while reviewing the chain of title for mortgages and deeds of trust
• Verified all documents pertaining to changes in legal entities, ensuring proper imaging and filing of necessary documents for county office recording
• Offered team support by acting as a subject matter expert, spearheading special projects, training new employees within the unit, and providing daily guidance
• Successfully managed multiple competing priorities, balancing workload and ensuring consistent delivery of high-quality reviews.

• Conducted thorough evaluations for better compliance and risk mitigation.