Julie Halliday

Responsible for working with compliance, global risk, clients and fulfillment leadership to review, analyze and evaluate current processes to reduce risk through audits, workflow, reporting, automation and technology. Oversight of risk for Fulfillment operations, Secondary Marketing and Co-Issue.

• Enhanced risk identification processes for early detection and mitigation of potential threats utilizing company risk appetite matrix.
• Developed strong relationships with internal stakeholders, promoting a culture of risk awareness and accountability.
• Complete the business risk - Identify Fraud questionnaire. Update all fraud risks into the register and link all corresponding controls.
• Overall management and reporting of risks, timely attestations and update ACE accordingly
• Responsible for training all First Line of Defense and operational staff on policies and standards of the Enterprise Risk Management (ERM) framework
• Develop organization wide scenarios, considering macroeconomic and financial market shocks, to develop stress testing relevant to the business model.

Led two departments Post Closing and First line of Defense which involved managing 1 Post closing director, 3 Supervisors and 42 associates as well as 1 FLOD Director, 2 Supervisors and 24 associates. Oversight of all post-closing activities including mailroom, trailing documents, closed loan reviews and corrective action to procure mortgage. Facilitated First Line of Defense audit team, complaint management, client audits, call monitoring, HMDA and document change requests (DCR)

• Hired and managed first line of defense and post closing associates and leaders to maximize productivity while training staff on best practices, procedures and protocols
• .Demonstrated proficient leadership skills to motivate employees and build competent teams through growth initiatives as well as downsizing.
• Part of team to launch 4 new fulfillment clients on different point of sale platforms in 2 years. Launched due diligence platform and trained off shore resources to optimize cost per loan.
• Represent Specialized Loan Services Fulfillment at Quarterly Governance Compliance Committee
• Voting member of the Change Advisory Board (CAB), Loan Committee, and Correspondence Committee
• Responsible for completing Business Impact Analysis, Disaster Recovery Plan for CLS Fulfillment, perform desktop stress exercises and serve as Business Continuity Champion
• Created Quality Analyst role on largest BPO platform resulting in reduced cures and quality defects month over month in 2022 and 2023
• Collaborated with senior management to develop strategic quality initiatives and long term goals.
• Identified opportunities to improve business process flows, productivity and quality through documentation, system enhancements and automation. Reduced management action plans from 33 to 0.
• Established drivers and performance goals for department and provided methods for reaching milestones and service level objectives through performance scorecards.
• Mitigated regulatory and fraud risks by overseeing adherence to policies and procedures and loan processing guidelines.
• Established and maintained strong relationships with clients, vendors, senior operational leaders, compliance, legal and global risk.
• Tracked key business risks and established risk management procedures and controls within Archer Control Environment.

Data scientist specializing in recording and analyzing data related to sports.

• Maintained accurate records of player performance data at live sporting events and games
• Completed audits of statistics using play-by-play data
• Relayed minute by minute statistics to live broadcasters and journalists
• Collaborated with NFL to ensure player statistics are accurate relating to milestone in contracts

Responsible for comprehensive and targeted process improvements as determined by client needs, departmental needs and identified areas of opportunity. Provide operational oversight of assigned first line of defense employees and internal and external compliance relationships.

• Identify negative trends associated within key areas of quality review and work directly with Operations managers to provide solutions
• Monitor data compare report for fee tolerances and ensure appropriate change in circumstance is completed
• Modified standard full script reviews on predetermined sample size and introduced dynamic script to review a larger sample addressing targeted issues
• Developed call monitoring scorecard, methodology, weighting and defect reporting
• Established weekly cadence with large BPO client to discuss root cause and opportunities. Process improvements resulted in material defect rates going from 32.81% in 2017 to 1.68% YTD 2019
• Participated in introduction of disclosure specialist role and development of cure dashboard. Immediate improvement achieved in TRID cures from $111K in August 2018 to $7K in January 2019
• Restructured complaint management process, workflow and cadence in October 2017. SLA defect rate improved from 70% defect rate in September 2017 to 0% by December and sustained.

Managed 3 supervisors, 20 escalation and quality specialists, and over 60 team associates across 4 sites and all business sources. Primarily responsible for escalations, high net worth client reviews, third party tasks, document uploads to the system, subordination queue and the HMDA cancellation desk. Participated on calls with the clients to provide input on service, defects and performance

• Created centralized HMDA defect desk to validate correct information before loan was withdrawn or declined. Decrease in defects from over 50% to less than 5%
• Hosted weekly pipeline call with client to discuss status of Ultra high net worth loans. Team reviewed and discussed over 7K loans
• Developed third party task desk protocols, TA Best Practices document, Disposition document and TA task template
• Coordinated negative survey review process across all business channels for consistency of overturns impacting compensation and to identify coaching opportunities and increase service levels
• Implemented condition cleared audit to determine if loan processor cleared condition within designated rules of engagement. Team reviewed 2200 conditions monthly and identified 4-6% defects.
• Collaborated with Operational control and governance team to review findings from Opus as well as client exams
• Engaged with off shore resources on PHH's portfolio channel to implement process improvements, reduce aged pipeline, improve consumer ratings and eliminate defects

Led 5 Operation Supervisors and 120 employees in the areas of retail and construction lending. Responsibilities included launching new clients, hiring and development of associates, performance management, and meeting production and quality goals.

• Responsible for ensuring investor and credit guidelines and policies were met
• Monitored daily workflow and work load distribution for large private label relationship while adhering to client specific SLA's for service, quality and production
• Managed corporate client service level agreements for customer satisfaction, funded loans, aged inventory, answer rates and compliance defects
• Worked collaboratively with all levels of management to ensure effective implementation of initiatives, identify deficiencies, opportunities for improvement and directives to eliminate regulatory risks.
• Represented the company during PHH Construction Lending litigations as a subject matter witness

• Supervised and directed a team of 10-15 loan processors and assistants through daily workflow and pipeline management
• Handled escalated customer issues and provided service recovery
• Coached and developed team players to ensure company objectives met
• Interviewed and recommended potential candidates for hire to maintain staffing levels
• Reviewed and cleared underwriting conditions to ensure documents met investor guidelines
• Completed due diligence on builder files by analyzing credit, references and budget to render approval

• Analyzed borrower's need and income documentation to obtain lending approval
• Responsible for managing relationship between borrower and financial advisor
• Prepared budgets for disbursement process and recommend builder approval
• Managed pipeline of over 100 loans while maintaining 97% customer satisfaction
• Won construction team player of quarter, top closing producer and nominated for team player of the year in 2001

• Originated and reviewed loan applications to promote efficiency and accuracy
• Mentored other sales consultants and provided feedback on application quality
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

• Efficiently processed mortgage loan from application to closing.
• Worked on team to develop Microsoft excel spreadsheet to calculate borrowers income analysis
• Provided Desktop underwriting and income analysis training for new hires
• World class service award 1998,1999