Jennifer Alley

Mortgage Servicing Unit Manager with 5+ years of experience in Home Loans Operations and HELOC Fraud. Consistently challenging core processes while identifying, developing and implementing key controls and process improvements to align with line of business expectations. Successful Leader for 25% of Payment Exceptions Staff within Cash Remittance Greensboro Operations; Lead by example 2 teams of 20+ to ensure the execution of all quality, policy and procedure guidelines for our customers.

• I am currently accountable for the management, coaching, developing and motivation of 20+ mortgage specialist associates and 2 team managers with a concentration on providing exceptional customer service by ensuring accurate, timely and efficient problem resolution.
• Manage Team Managers for Improvement and Success
• SME for HELOC Fraud and iSeries Returns processes
• Lead several projects and implemented strategies which mitigated over $400MM in losses for HELOC portfolio
• Key contributor for several process enhancements and improvements (BC/BO block Strategy, Restitution Check Process, Rebooking Lien Release restructure and SIAI)
• Self identified several audit issues within the BAU processes - Implemented controls to remedy gaps
• Successfully attained 100% World Class results for Associate Satisfaction & Engagement
• Successfully implemented management routines which resulted in a significant decrease in the overall process and associate defects
• Contributor to the creation, review and approval of 25+ desktop and program procedures to ensure compliance with internal audit
• Key participant in strategic and financial planning to mitigate losses and maximize profits
• Building, deepening and sustaining relationships with various business partners (Legal, Compliance, Risk, Process and Procedural)
• Monitored Private Bank client’s operating performance and financial condition
• Managed credit quality and data integrity of assigned portfolios
• Evaluated Private Bank client’s covenant compliance and proactively identifying compliance issues. Team with Underwriter to remedy any compliance violations
• Identified reporting exceptions and made recommendations to mitigate credit risks and remedy the exceptions
• Compiled and completed World Financial Investment Marketing and Corporate Investment Comparative Analysis/Studies
• Managed Attorney’s productivity and performance on a large portfolio of litigation accounts
• Managed complex relationships, with emphasis on commercial credit analysis, credit action, and documentation review.
• Restructured loans based on customer’s credit stability and ability to repay debts over short term repayment plans.
• Worked closely with credit review on targeted market trends to secure Bank of America’s financial interest
• Performed global marketing investment banking research
• Acquired financial information designed to support proposed mergers and acquisitions
• Generated ratings reports designed to determine investment worthiness
• Performed audit to ensure Attorneys are abiding by BOA Policy and Procedures and contract guidelines