Jay Gibson

Work History

Stavvy

11.2021 - 03.2023

Working across business lines to assist with onboarding for new clients looking to utilize Stavvy's RON (Remote Online Notarizations) platform
Advising and assisting customers, paying attention to special needs or wants and training new clients to use the Stavvy's Platform based on their business.
Diagnose/Triage/Reproduce issue reported by clients.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions in conjunction with the Engineering Team.

LoanCare/ServiceLink

08.2019 - 09.2021

Supervised daily operation of Loss Mitigation Closing department
Maintaining compliance with state and federal regulatory loss mitigation requirements, including but not limited to, CFPB’s January 2014 Regulation X revision.
Ensured implementation of department procedures to accommodate Investor and/or Insurer changes and updates.
Monitoring staff workload volumes to ensure proper coverage of all loan within .
Identifying trends and developing process improvements and system enhancements to improve department’s effectiveness, performing duties related to staff development such as performance evaluations, disciplining employees, and training.
Providing monthly summary to Manager on departmental performance objectives.
Compiling data and generating ad-hoc reporting for Management, providing responses to monthly Quality Control/Compliance audits.
Responsible for requesting, creating/preparing, updating/revising, reviewing, testing, finalizing/approving, conducting training and maintaining departments policies and procedures.

LoanCare/ServiceLink

05.2017 - 07.2019

Assisted Single Point of Contact Supervisor with overseeing, coaching, and developing a team of representatives to ensure LoanCare customers were receiving highest quality of customer service.
Conferred with customers by phone, email, and fax, ail in order to provide information about Loss Mitigation Applications, files pending/decisions underwriting review and workout options.
Maintained robust and detailed knowledge base of all Loss Mitigation workout options available and effectively communicate those options to borrowers.
Facilitated in resolving customer issues by clarifying customers request, determining cause of request, selecting, and explaining best solution to solve any issues, expediting correction or adjustment, following up to ensure resolution.
Ensured compliance with departmental policies, procedures, and all applicable government, investor, and client regulations.
Assist with training, and development of new team members.
Assist with inbound calls when call volume is high.

LoanCare/ServiceLink

04.2012 - 04.2017

Single Point of Contact for Municipal Employees Credit Union from October 2016-April 2017
Managed and served as focal point of specific portfolio of MECU accounts that include that bi-weekly and 30+ delinquent loans, advised and assisted loan counselors on how to understand and handle bi-weekly loans. Interim
Team Lead for Flagstar Bank from January 2016-September 2016
Directed team activities, establishing task priorities, assisted FSB loan counselors with all of their job functions including scheduling and tracking work assignments, providing guidance, and training and when necessary second voicing and taking escalated supervisor calls.
Maintained effective lines of communication between both LoanCare and Flagstar bank collaborated with FSB Loss Mitigation and Foreclosure departments when necessary to meet customer and company requirements.
Single Point of Contact for Embrace Home Loans
Managed and served as focal point of specific portfolio of Embrace loans ranging from 30-120+ days’ delinquent.
Established effective manual dialing campaign and was instrumental in helping to drive down delinquency by 6%.
Also managed portfolio of Embrace Loss Mitigation loans, tasked with securing initial post modification payment.
Provided counseling, helped train and mentored new and existing loan counselors.