Lauren Ward
Ocean
Summary
Servicing Department Manager at Advisors Mortgage Group LLC with strong expertise in mortgage loan servicing and compliance. Demonstrated success in process improvement and team leadership, resulting in enhanced operational efficiency and increased employee engagement. Proficient in audit and reconciliation, ensuring data accuracy and promoting a culture of excellence in customer service.
Overview
11
11
years of professional experience
Work History
Servicing Department Manager
Advisors Mortgage Group LLC
Ocean
01.2024 - Current
- Lead servicing operations for an active loan portfolio while ensuring full compliance with investor, regulatory, and internal policy requirements.
- Manage daily, weekly, and monthly servicing workflows in alignment with internal policies and investor guidelines.
- Review, revise, and implement servicing policies and procedures to improve efficiency and compliance.
- Approve and oversee new servicing processes; train and coach team members on updated procedures.
- Monitor loan data entry within the FICS Mortgage Servicer system, ensuring accuracy of classifications, codes, and registrations.
- Oversee payment processing, confirming correct application of principal, interest, fees, and paydowns.
- Manage delinquent accounts, provide repayment solutions, and escalate accounts to legal when necessary.
- Prepare and deliver required monthly reporting to management, shareholders, credit reporting agencies, and investors.
- Run and review investor reporting, verify disbursements, and reconcile general ledger balances.
- Conduct daily, weekly, and monthly audits per investor guidelines, including reconciliation, loan edits, delinquency, and foreclosure tracking.
- Review and implement updated investor requirements as issued.
- Oversee tax and insurance disbursements and provide servicing support for online borrower accounts.
- Analyze and track escrow balances, ensuring accuracy and borrower understanding.
- Collaborate closely with executive leadership, loan officers, post-closing, accounting, underwriting, and processing teams.
Interim Servicing Specialist
Advisors Mortgage Group LLC
Ocean
10.2020 - Current
- Track newly closed loans from shipping through investor purchase.
- Prepare and send mortgage insurance and homeowner insurance letters to update mortgagee transfers.
- Notify borrowers of loan sales and investor changes.
- Disburse tax payments and insurance premiums accurately and on schedule.
- Maintain close communication with loan officers and investors during loan transfers.
- Review and adhere to all servicing guides, including government and investor requirements.
- Verify first payment (IEAD) data and ensure accurate borrower communication via goodbye letters.
- Perform expert data verification and entry with strong attention to detail.
- Maintain strict adherence to loan closing timelines and communication schedules.
Internal Inventory Associate
Dean’s Natural Food Market
Ocean
12.2018 - 10.2020
- Updated daily inventory based on delivery invoices.
- Entered new products into POS systems and adjusted pricing as needed.
- Coordinated with warehouse teams regarding discontinued items, pricing updates, and missing deliveries.
- Prepared inventory for control counts and verification.
- Scheduled community donations for excess or short-dated inventory.
Certified Yoga Instructor
Younique Yoga
08.2018 - 03.2020
- Designed and instructed energetic power vinyasa and restorative yoga classes.
- Led classes in high-temperature environments with a focus on safety and mindfulness.
- Provided hands-on adjustments and individualized student support.
- Maintained a clean, welcoming studio environment.
- Utilized POS systems for attendance tracking and payment processing.
- CPR trained (certification expired).
Front End Manager
Dean’s Natural Food Market
Ocean
03.2015 - 12.2018
- Served as main keyholding manager responsible for opening and closing front-end operations.
- Hired, trained, and supervised front-end associates, including instruction on AML awareness and counterfeit detection.
- Managed scheduling, training rotations, and cross-departmental coverage.
- Oversaw customer service operations, returns, refunds, and exchanges in compliance with company policy.
- Maintained floor, parking lot, café, and restroom safety and cleanliness.
- Managed supply ordering, inventory storage, and front-end operations.
- Tracked customer loyalty program enrollments and completed accurate data entry.
Education
BBA - Business Administration
Westwood
Denver, CO02-2014
Skills
- Mortgage loan servicing
- Investor relations and compliance
- Workflow management
- Time management
- Process improvement
- Training and development
- Employee engagement
- Operations management
- Staff development
- Systems and software expertise
- Team leadership
- Coaching and mentoring
- FICS mortgage servicer system
- Escrow management and analysis
- Delinquency oversight and loss mitigation
- Audit and reconciliation
- Team leadership and training
- Policy development and procedures
- Customer service excellence
- Data accuracy and reporting
Cover Letter
Dear Hiring Manager, I am writing to express my interest in a Mortgage Servicing or Mortgage Operations role within your organization. With over five years of progressive experience in mortgage loan servicing and current leadership responsibilities as a Servicing Department Manager, I bring a strong commitment to compliance, operational excellence, and borrower-focused service. In my current role at Advisors Mortgage Group LLC, I oversee daily servicing operations, manage investor reporting and audits, and lead a servicing team through evolving regulatory and investor requirements. I have extensive experience working with the FICS Mortgage Servicer system, escrow analysis, delinquency management, tax and insurance disbursements, and cross-functional collaboration with executive leadership, loan officers, accounting, and post-closing teams. My approach combines detailed operational oversight with hands-on coaching to ensure accuracy, compliance, and exceptional service standards. I am particularly recognized for my ability to implement updated procedures, train teams on new processes, and ensure adherence to internal policies and investor guidelines. My background reflects a strong balance of technical servicing knowledge, leadership capability, and a dedication to continuous improvement. I would welcome the opportunity to contribute my experience and professionalism to your organization and to support the continued success of your mortgage servicing operations. Thank you for your time and consideration., Sincerely, Lauren Ward
Timeline
Servicing Department Manager
Advisors Mortgage Group LLC
01.2024 - Current
Interim Servicing Specialist
Advisors Mortgage Group LLC
10.2020 - Current
Internal Inventory Associate
Dean’s Natural Food Market
12.2018 - 10.2020
Certified Yoga Instructor
Younique Yoga
08.2018 - 03.2020
Front End Manager
Dean’s Natural Food Market
03.2015 - 12.2018
BBA - Business Administration
Westwood