Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Katrina Jordan
Open To Work

Katrina Jordan

Philadelphia

Work Preference

Desired Job Title

Homehealth Care AideProgram ManagerClient Success ManagerClient Relationship ManagerBehavioral Health Tech

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

On-SiteHybrid
Location: Philadelphia, PA
Open to relocation: Yes

Salary Range

$75000/yr - $200000/yr

Important To Me

Career advancementPersonal development programsWork from home optionPaid time off

Summary

A results-driven versatile Contract Management and Program Manager professional specializing in managing and/or resolving various types of legal issues to mitigate risk. Possesses a proven aptitude in the mortgage servicing industry, litigation case management, contract management, reviewing and auditing of legal documents (litigation pleadings, agreements, State Statutes, Fedetral regulations contracts and loan documents) with ability to cite, edit directly or address verbiage issues to lower exposure. A self-starter with excellent interpersonal and communication skills with all levels of an organization. A highly analytical and adaptable producer with the innate ability to solve complex problems in a fast-paced or deadline driven environment.

Overview

24
24
years of professional experience

Work History

Homehealth Care Aide

Help at Home
Philadelphia
01.2019 - Current
  • Responsible for helping patients maintain their personal health and hygiene in their place of residence.
  • Duties include shopping, preparing meals, handling mail/bills, and scheduling appointments.

Program Manager

Credentia LLC
Bala Cynwyd
01.2021 - 01.2024
  • Provide day-to-day supervision, guidance, and coaching to various internal departments to ensure each client is provided an exceptional customer experience.
  • Guide various internal departments with procedures and strategies that adheres to federal regulations, contracts, and compliance procedure
  • Manage contracts, develop weekly/monthly reports, annual reviews and daily goals.
  • Lead weekly/monthly meetings with clients, subsidiary partners, and internal departments.
  • Develop satisfaction goals, mitigation procedures, develop and oversee the implementation of new system updates/roll outs.
  • Work closely with Computer Engineering/IT to ensure the applications, system layout, system updates, and product developments coincide with the client requests, needs, federal regulation and contracts.
  • Assess products and services to ensure they are up to the specification set by clients.
  • Identify risks, develop mitigation procedure, and eliminate root causes
  • Adheres to all regulatory laws and compliance considerations
  • Develop a servicing policy and procedures for the company that is cost effective and aligns with business ethics
  • Review binding documents, financial statements, and monitor all trigger events to ensure compliance with test management, Evaluator procedures, Evaluator staffing, and test site agreements to meet goals of various State Department business plans and needs.
  • Prepare quarterly asset summaries/surveillance reporting and or other required deliverables for use by the client as needed.
  • Manage, monitor, and/or resolve complex issues that entails decision making and may include coordinating with various departments and leading projects for the best resolution
  • Develop and manage surveys to collect data of candidates, clients, test sites and Evaluators and contact to ensure client are satisfied, to stay apprised with changes, and ensure products and services are efficient
  • Assist in developing and conducting workshops and presentations for internal department and clients
  • Participate in Marketing campaigns and outreach to prospective State Departments clients to pitch services and products
  • Develop BRD’s for the onboarding of new clients and existing client entailing services/ products procedures, state regulations, department processes, system development, strategies and timelines required for each internal department’s implementation
  • Serve as Lead Project Manager and liaison for all departments simultaneously to ensure new client onboarding and/or existing client to develop strategy, hit timelines, and develop processes to ensure client’s goals are met with satisfaction

Client Success Manager

NEWMARK
Ambler
01.2019 - 01.2021
  • Manage outsourced servicing relationships with our retained investors and clients.
  • Manage accounts, including monthly reviews, annual certification and daily interaction.
  • Manage monthly boarding with investors, sub-servicers, and internal departments.
  • Ensure Annual recertification is conducted on all loans.
  • Review subordinations, payoffs, and escalated servicing issues.
  • Adheres to all regulatory laws and compliance considerations
  • Develop a Serving policy and procedures for the company
  • Review loan documents and financial statements and monitor all trigger events to ensure borrower compliance with loan requirements and timeliness in meeting milestones of the underwritten business plan.
  • Prepare quarterly asset summaries/surveillance reporting and or other required deliverables for use by the lender as needed.
  • Manages and/or escalates complex issues that will include some decision making.
  • Monitors portfolio specific reports and adheres to policies and procedures for processing open items or issues.
  • Works with all applicable functional business units to ensure compliance with loan document requirements and borrower requests on all servicing systems, to resolve problems and facilitate communication among borrower and lender.

Client Relationship Manager

BERKADIA COMMERCIAL MORTGAGE
Ambler
01.2016 - 01.2019
  • Monitors, administers or refers borrower requests to the appropriate Servicing functional business unit or outside party upon review of the applicable loan documents and service agreements.
  • Provides detailed referral requests, including applicable loan document and investor requirements on transactions requiring lender consent such as easements, partial releases, and condemnations.
  • Monitors and reviews loan specific trigger events to ensure appropriate action is taken to meet required deadlines.
  • Works with management on appropriate responses and decisions regarding risk assessment of loans including comprehensive reviews of construction draw requests, potential loan servicing transfers, including loan document and servicing agreement requirements.
  • Consults with direct report, manager and personnel within Berkadia, as necessary, and follow-up with borrower to ensure completion of requests and inquiries.
  • Manages and/or escalates complex issues that will include some decision making on the Client Relation Managers part.
  • Monitors portfolio specific reports and adhere to established Berkadia policies and procedures for processing open items or issues.
  • Confronts problem situations in conjunction with assessment of loan documents and investor guidelines.
  • Reviews written analysis of lease documents and enforce approval conditions.
  • Develops personal technical skills by completing appropriate training courses and satisfying the annual required training hour minimum.
  • Responds to all phone calls and emails within 24 hours of receipt.
  • Works with all applicable functional business units to ensure compliance with loan document requirements and borrower requests on all servicing systems.

Behavioral Health Tech

Warwick Family Services
Philadelphia
01.2014 - 01.2019
  • Provide one-on-one intervention to a child with emotional disturbances or autism at school, home or in a community-based program.
  • The BHT is responsible for implementing interventions for each child's treatment plan, collecting behavioral data and completing daily progress notes in order to assist the child in developing age appropriate behavioral interventions.

Contract Manager

OCWEN LOAN SERVICING, LLC
Ft. Washington
01.2010 - 01.2015
  • Oversaw litigation portfolio and facilitated resolution of contested loans comprised of: Foreclosures, bankruptcies, evictions, code violations issues, REO property preservation issues, personal injury cases, contract issues, tax and HOA matters, probate, title and lien release matters, and gap in title issues.
  • Conducted complete review of files and led monthly case management status conference calls with external vendors to ensure timely resolution.
  • Relationship manager or liaison for foreclosure counsel and litigation counsel
  • Prepared monthly investor reports and status updates for internal departments
  • Performed administrative task such as schedule conference meetings and agendas
  • Responsible for reviewing and approving outside counsel invoices and billing transactions
  • Collaborated with internal and external legal counsel and other departments to review analysis of cases and provided feedback, questions and guidance in relation to case strategies.
  • Regularly reviewed and assessed various types of contracts internal and external to assist counsel with litigation strategies and drafting pleadings that's in accordance with company policies and procedures.
  • Delivered formal recommendations to upper management of potential losses and to implement solutions including cash and non-cash settlements, loss mitigation agreements, class action suits, and other processes reducing expenses.
  • Requested and reviewed all updated contracts and documentation from investors, insurers, and agencies to ensure compliance.
  • Managed litigation proceedings on case portfolios by interacting with default counsel, attorney relationship managers, and appropriate departments.
  • Performed research and discovery responsibilities.
  • Reviewed Ombudsman responses to CFPB and regulatory complaints.
  • Coordinated and performed escalated research on litigated loans, with responsibilities including: Application of payments, proper foreclosure notification, compliance with confirmed plans, and discharge orders.
  • Monitored and regularly assisted management in performance evaluations of external vendors by reviewing litigation pleadings, proceedings, data, records, and timeframes.
  • Recognized and addressed any deviations from accepted company, legal and compliance practices.
  • Tracked status of pending litigation and provided continued oversight to completion.
  • Ability to perform and produce at a high level while working autonomously or without supervision.

Senior Document Auditor

OCWEN LOAN SERVICING, LLC
Ft. Washington
01.2011 - 01.2012
  • Reviewed and audited various legal Mortgage and Foreclosure documents drafted by outside legal counsel for accuracy prior to approval
  • Approved, rejected, and returned documents for revision or directly edited before final determination.
  • Corresponded with firms through email and phone to ensure adherence to up-to-date contractual foreclosure procedures to resolve or mitigate risk.
  • Evaluated contractual agreements with investors to ensure verbiage is accurate and for legal signature authority.
  • Regularly collaborated with legal counsel regarding legality of verbiage and certain document templates per state standards before execution.
  • Trained and prepared new associates for document signing examination.
  • Selected as liaison for internal tracking system issues and recommended system enhancements.
  • Served as senior audit manager for internal compliance examination of all team documents to reach quality and compliance goals and management of performance evaluations.

Senior Service Specialist

Independence BlueCross
Philadelphia
01.2005 - 01.2011
  • Answer inbound calls of members, providers, brokers and agents.
  • Take escalated calls for my counterparts.
  • Train current and new employees.
  • Complete projects assigned by the manager.
  • Handled and researched appeals issued by providers.
  • Work as a liaison between appeals unit and providers to inform of dispute results.
  • Work as a liaison between providers and the local Blue Cross to explain processing of claims.
  • Research billing, enrollment and claim issues.
  • Process special handling request of ID cards for the department.
  • Process and forward mail.

Foreclosure Specialist

GMAC Mortgage LLC
Horsham
01.2002 - 01.2005
  • Processed mortgage files.
  • Monitored the foreclosure proceedings to ensure outside counsel followed state regulations and investor timelines.
  • Monitored outside counsel reports assigned to various cases to guarantee documents are filed and processed timely.
  • Audited files to stay in compliance.
  • Responsible for paying attorney fees per contracted allowable.
  • Completed daily reports.
  • Drafted reinstatement figures and prepared judgment figures.
  • Handled a caseload of 560 mortgage files.

Education

Bachelor’s Degree - Criminal Justice

ALVERNIA UNIVERSITY
Reading, Pennsylvania

Master’s Degree - Conflict Resolution

CALIFORNIA UNIVERSITY OF PENNSYLVANIA
California, Pennsylvania

Skills

  • CounselLink
  • LexisNexis
  • Black Knight
  • Fiserv
  • Sharepoint
  • McCracken
  • Strategy
  • Loanview
  • CNA 365
  • BBS
  • EMMA
  • DMS
  • SIFMA
  • Teams
  • Microsoft Office Suite

Timeline

Program Manager

Credentia LLC
01.2021 - 01.2024

Homehealth Care Aide

Help at Home
01.2019 - Current

Client Success Manager

NEWMARK
01.2019 - 01.2021

Client Relationship Manager

BERKADIA COMMERCIAL MORTGAGE
01.2016 - 01.2019

Behavioral Health Tech

Warwick Family Services
01.2014 - 01.2019

Senior Document Auditor

OCWEN LOAN SERVICING, LLC
01.2011 - 01.2012

Contract Manager

OCWEN LOAN SERVICING, LLC
01.2010 - 01.2015

Senior Service Specialist

Independence BlueCross
01.2005 - 01.2011

Foreclosure Specialist

GMAC Mortgage LLC
01.2002 - 01.2005

Bachelor’s Degree - Criminal Justice

ALVERNIA UNIVERSITY

Master’s Degree - Conflict Resolution

CALIFORNIA UNIVERSITY OF PENNSYLVANIA
Katrina Jordan