Jena Kurtz

• Led transformation of document intake and tracking process by implementing Unqork-based automation, enabling intelligent document classification via standardized naming conventions and auto-routing to appropriate folders. Reduced manual check-in time from 3.5 hours per review to minutes across 100,000+ annual documents, significantly improving operational efficiency and strengthening governance controls.
• Delivered enterprise cloud migration initiative by transitioning all sellers and servicers from FTP to Box, aligning with corporate strategy and enabling secure, scalable document management.
• Directed end-to-end UAT execution for system migration, including reconciliation and validation of thousands of documents. Identified, documented, and resolved anomalies with detailed root-cause analysis, including naming conventions and file structure improvements.
• Developed and standardized operational framework by creating job aids, standard operating procedures, document request templates, and communication materials for both CAG and Review teams, improving consistency and onboarding efficiency.
• Facilitated training and change adoption through live demonstrations and hands-on sessions for internal teams and external customers, accelerating user proficiency in Box and Unqork platforms.
• Provided cross-functional support and issue resolution, serving as a key point of contact for troubleshooting, user onboarding, and system-related inquiries across internal teams and external stakeholders.
• Managed access governance and compliance by coordinating IAG processes to ensure appropriate user roles and permissions within Unqork and Box environments.
• Oversaw system performance and enhancements, identifying production defects, prioritizing improvements, conducting testing, and approving critical releases to production, ensuring system stability and continuous improvement.
• Designed and implemented a Power Automate solution to streamline 15 internal and external communication templates, eliminating manual drafting and review. Reduced email preparation time from 15–20 minutes to a single click, automatically populating required data to drive significant efficiency gains, improved communication accuracy, and consistent, standardized messaging across the department.

• Created "real time" transactional survey to increase customer satisfaction and provide training opportunities to employees; increased response rate to 13% from historical response rate of 5%
• Assists in training customer's on how to register and navigate Servicing Management Default Underwriter to prepare for retirement of Home Saver Solutions Network and successfully assisted servicer in closing out 20 aged Modifications
• Led cross-functional teams to streamline loan processing workflows, enhancing overall efficiency.
• Created 5 Standard Work processes in order to standardized review processes and increase customer Service; Customer Satisfaction scores average around 95%

Supported Expense Reimbursement Operations and Digital Products team with multitudes of activities to help them achieve their strategic as well as tactical goals.

• Provided training and coaching of subject matter related questions to servicing partners
• Created project plans of all activities that needed to be performed to ensure teams were on task
• Provided high level status updates in bi-weekly calls to Servicer, CDT and Executive Management
• Acted as Project Lead for Change Management processes, successfully completing 53 changes by handling end to end processing and coordination, and secured approvals at weekly quorum meetings
• Served as SCRUM Master in Digital Products space for Decisions Ready Solutions on all applications; reduced turn time of enhancements by 50%
• Assisted in simplifying processes in Operations by performing comparison analysis of Expense Reimbursement models between Fannie Mae and Freddie; presented recommendations to leadership
• Provided Strategy support for Servicing Journeys through Simplification of Servicing, Delinquent Loan Strategy and Servicing North Star initiatives

• Issued technical support and training to external and internal partners on File Transfer Portal
• Assisted in on-boarding, planning, testing and shakeout of Business to Business bi-directional transfer process between Fannie Mae and vendors
• Acted as Subject Matter Expert assisting in multiple control activities by developing project plans, testing and reporting; facilitated training across department
• Managed audit remediation of Short Sales by crafting formal communication to external partners, performing retroactive reviews and audits, issued reimbursement claims, tracking and reporting; hosted calls to discuss project requirements and findings; provides regular status updates and reporting to executive management and legal
• Conducted monthly performance audits of 571 claims and Borrower Response Packages to ensure compliance with policy; evaluated if collection activities or additional training required
• Effectively managed more than 40 client relationships

• Managed various Loss Mitigation functions including Partial Release, Litigation, Foreclosure Rescission's and Training
• Supervised compliance activities in Loss Mitigation; coordinated audits with Internal Audit, SOX, Operational Risk and Regulatory Affairs
• Trained team members to apply due diligence procedures and regulatory mandates
• Received Internal Audit rating of Satisfactory and no SOX deficiencies in 2012 and 2013
• Identified problem areas with loan portfolios; analyzed risks and suggested appropriate solutions
• Managed writing and documentation of all processes and procedures Loss Mitigation
• Partnered with Business Transformation Office to provide subject matter expertise on system enhancements to ensure proper controls in DARTS.
  

• Conducted monthly scorecard reviews; addressed performance issues
• Facilitated training to internal and external business partners of Loss Mitigation workout types and initiatives
• Monitored Delegation of Authority Exception management and remediation
• Assisted in coordination of documentation for 2010 National Servicing Organization Loss Mitigation Internal Audit
• Created productivity and turn time reporting for department by implementing Clarifier Scorecard and reporting
• Assisted in 2011 fast track implementation of reporting for Delegation of Authority Exceptions, Adverse Action Notifications and STAR
• Trained new team members on all products including Forbearance, Modification, Short Sales and Deed in Lieu
• Audited and documented all processes and procedures for Loss Mitigation to ensure departmental compliance

• Managed team of 12 negotiators responsible for Short Sales
• Monitored quality and production of cases in pipeline; inbound and outbound phone calls to realtors, borrowers, investors, mortgage insurance carriers
• Handled escalated phone calls and emails
• Conducted monthly performance reviews of employees up to and including any promotional or termination recommendations
• Developed training materials to enhance onboarding process for new team members.

• Managed timely production of quality, upgraded credit products compiled by Account Managers for Credit's Internal and External customer base
• Ensured departmental compliance with applicable federal law, divisional policies, standard operating procedures
• Provided reports to divisional senior management regarding operations
• Strived for continuous improvement of quality production for services rendered
• Supervised 49 processors and responsible for hiring, planning, training, and performance appraising
• Assisted divisional executives in special project work
• Managed Costa Rica team and responsible for training and development
• Supervised automation project of one item credit supplements

• Managed unit responsible for production and delivery of appraisal products
• Monitored appraisal orders and phone calls to ensure production and operational goals were met and maintained
• Handled escalated customer phone calls and emails as needed; answered customer inquiries pertaining to company policy
• Conducted yearly performance reviews of employees up to and including any promotional or termination recommendations
• Possesses strong knowledge of appraisal industry to include technical appraisal issues, processes, and products
• Involved creating functional requirements of new system, CMS, Collateral Management System, acting as Subject matter expert and eventually automating 50% of processes

• Evaluated and certified required documentation for prime and sub-prime loans
• Cleared over 100 conditions in accurate and timely manner, and in accordance with company guidelines and standard operating procedures
• Evaluated appraisal, title and credit policies for accuracy and fraud
• Assisted branch personnel with underwriting issues
• Updated loan origination and tracking systems to ensure data accuracy and completeness
• Achieved certification in Mortgage Lending/Fraud Prevention, Full Spectrum Lending Products and Pricing, CAPES, Calculating Income, Basic Pricing, Compliance and Disclosures, Principals of Underwriting, Appraisal and Title