Kathleen Dell
Tigard,OR
Summary
Detail-oriented Compliance Officer dedicated to improving policies and procedures in all business areas. Hardworking and driven with quality-focused and proactive approach. Bringing 20+ years of experience in Mortgage and Customer Service Escalation Management. I'm a critical thinker who efficiently organize vast amounts of data with performing internal audits, conducting investigative reporting and resolving escalations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude with a proven record. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Senior Bankruptcy Account Specialist/Escalations Specialist, Compliance
Mr.Cooper (formerly Seterus, Inc.)
03.2019 - 03.2020
- Answered over 50 employee escalations and research requests per day via telephone, email and web chat.
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Managed daily audits of FNMA, Freddie Mac, USAA and private label ensuring all client guidelines are followed.
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws for Bankruptcy, charge-offs and fees.
- Oversaw and monitored violation tracking system for accuracy, reducing fee and attorney issues.
- Escalate appropriate matters for review to legal department.
- Trained team on Cramdowns/rewriting terms of a loan per Bankruptcy court order.
Bankruptcy Subject Matter Expert
Seterus, Subsidiary Of IBM- Acquired By Mr. Cooper
09.2014 - 03.2019
- Bankruptcy Liaison for FNMA regarding all Bankruptcy loans, meeting weekly to discuss audit findings, follow-ups and resolution and finalize findings with Bankruptcy VP before presenting to FNMA. Reviewed audit documentation to determine risks and potential impact. Validate and documenting Risk Control Matrix, Draft Audit Reports.
- Bankruptcy Liaison with Consumer and Government Affairs Subpoena and Correspondence Management Team. Responsible for coordinating, processing and responding for all Bankruptcy related subpoenas and levies and escalated inquiries from regulatory agency offices and all client complaints received.
- Final Discharge Audit Team Lead effective with managing business objectives and team compliance trainings reducing corporate losses by more than 82% by creating job aids/procedures for Bankruptcy department with on job training and coaching and daily audits of loan adjustments.
- Maintained high-risk portfolio of 350+ cramdown accounts successfully completing 25-30 loan modifications a month while negotiating with attorneys to ensure client got best offer for loan restructure.
- Responsible for completing Discharge Review audit of loans while in Bankruptcy with Final Cure notice filing ensuring all pre-petition payments were posted per Proof of Claim filing and all post-petition payments were made and post-petition fee notices were filed per federal law and adjusted on loan in compliance with Bankruptcy court.
- Reviewed and rebutted indemnification submitted to clients from new servicer claims regarding lien risk/bankruptcy loan adjustment claims saving the client 3.1 million dollars over 2 years.
- Responsible for reviewing, researching, documenting and resolving all escalations from Bankruptcy Call Team and Managers.
- Daily review of Court systems Pacer and Aacer for Chapter 7, 11, 12 and 13 filings, loan modifications and/or cramdowns, stipulations and any contempt filings.
- Improved team productivity and efficiency through system training and support.
Floor Manager/Escalation Specialist/Administrative Specialist
HSBC, Acquired By Capital One (2012)
06.2008 - 12.2013
- Researched and dispositioned all Supervisor escalations as Liaison for Office of the President to resolve customer complaints quickly and professionally and to restore customer confidence and prevent loss of business
- Worked with the VP on Employee recruiting, interviewing and created new hire presentations and trainings.
- Created and implemented Floor Manager position/program for 6 month evaluation to reduce escalation callbacks, research and increase customer satisfaction in Tigard, With success of this program it was rolled out to all Capital One sites.
- Responsible for team of 12 Floor Mangers with daily escalations and research.
- Organized and implemented all training for 350 employees for Capital One acquisition.
- Training Supervisor for Customer Service and Supervisors regarding credit card and auto loan accounts for payment application, posting errors, late fee, interest charges and applications providing assurance on the effectiveness and efficiency of Capital One's governance, risk management, and internal control processes..
- As Floor Manager, responded to Customer Service and Collection department inquiries, research and escalation callbacks to address concerns and maintain customer satisfaction and loyalty.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Training Supervisor/Branch Manager
People's Community Credit Union
03.2003 - 09.2007
- Loan processor and closer for home, auto and credit card loans.
- Worked with VP to develop Compliance/BSA team and provide oversight to ensure team success at 6 branches with record keeping and reporting requirements, daily work balancing, approving checks, processing loans and branch operations for reporting to Credit Union Board.
- Assessed new employee skills and strengths to provide customized training. Created and maintained detailed training records and reports for management review for 6 Credit Union branches.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Responsible for forecasting, calculation and ordering money and auditing money for all 6 branches weekly.
- Updated employees with latest policies, procedures and compliance standards.
Education
Associate of Science - Medical Assisting
Fisher College
Attleboro, MA06.1993
Certificate - Paralegal Studies
Fisher College
Attleboro, MA06.1993
High School Diploma -
Bishop Feehan High School
Attleboro, MA06.1987
Skills
- Extensive knowledge of mortgage servicing and risk analysis
- Extensive knowledge of US Bankruptcy law with Chapter 7, 11 & 13
- Excellent proficiency with MS Office, Word and Excel
- Strong multitasker with high level of conflict resolution
- Effective communicator with attorneys, trustees and bankruptcy courts
- Preparing and filing legal documents and litigation support
- Consistently exceeded daily goals and met all client deliverables with prioritizing work tasks and projects, multitasking, and leadership skills
- Credit Approval and Denial
- Risk Management Expertise
Timeline
Senior Bankruptcy Account Specialist/Escalations Specialist, Compliance
Mr.Cooper (formerly Seterus, Inc.)
03.2019 - 03.2020
Bankruptcy Subject Matter Expert
Seterus, Subsidiary Of IBM- Acquired By Mr. Cooper
09.2014 - 03.2019
Floor Manager/Escalation Specialist/Administrative Specialist
HSBC, Acquired By Capital One (2012)
06.2008 - 12.2013
Training Supervisor/Branch Manager
People's Community Credit Union
03.2003 - 09.2007
Associate of Science - Medical Assisting
Fisher College
Certificate - Paralegal Studies
Fisher College
High School Diploma -
Bishop Feehan High School
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