Kelly McMenamin

• Developed and implemented the Quality Assurance program for the Customer Escalations Department of mortgage servicing
• Managed daily operations according to regulatory requirements
• Lead a team of 3 analysts to maximize productivity and professional growth
• Updated processes and presented training to analysts in accordance with rapidly evolving requirements
• Investigated escalated consumer and regulatory complaints, disseminating complex fact patterns into succinct research packages for executive and external audit use
• Generated and validated reporting on trends, deficits, performance scorecards

Oversight of mortgage servicer complaint handling for entire portfolio, including regulatory and high risk complaints with strict deadlines

● Validate a high volume of complaint responses for accuracy of research

● Investigation and root cause analysis to identify and report trends and process improvement opportunities

● Handled escalated customer complaint calls and correspondence

• Led strategic initiatives to enhance community engagement and promote inclusivity within the organization.
• Handled disputes and reports of violations of Code of Conduct
• Mediated two allegations of code of conduct violations related to sexual assault and discrimination

• Investigate and respond to high risk complaints
• Root cause analysis and error validation

• On Floor Supervisor, fielded escalated phone calls and correspondence, supporting 200,000 employees and executives in a high volume service center
• Processed benefit enrollments, adhering to a complex set of eligibility metrics

• Maintained relationships with vendors to enhance service delivery and reduce expenditures
• Established relationship with outsourced HR vendor and served as liaison with the company
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.