Summary
Overview
Work History
Education
Skills
Affiliations
CORE LEADERSHIP CAPABILITIES
SELECT EXECUTIVE ACHIEVEMENTS
Timeline
Generic

LOVE CHAMBERS

Glen Allen,VA

Summary

Strategic, results-driven Vice President with more than 15 years of progressive leadership across foreclosure, default, and mortgage servicing operations. Deep expertise in regulatory compliance, risk governance, vendor oversight, and operational transformation within highly regulated, multi-jurisdictional environments. Trusted executive partner recognized for strengthening foreclosure controls, remediating audit and regulatory risk, and delivering scalable default strategies aligned with enterprise risk appetite.

Overview

17
17
years of professional experience

Work History

Vendor Management Leader – Servicing & Default

Citizens Bank
Glen Allen
02.2025 - Current
  • Executive oversight of servicing and default vendor ecosystem, including foreclosure firms, bankruptcy vendors, property preservation, title, breach letters, document custodians, and technology providers.
  • Led vendor onboarding, due diligence, contract review, and ongoing monitoring in alignment with enterprise third-party risk management standards.
  • Designed and enforced SOWs and SLAs with defined KPIs, escalation paths, and regulatory expectations.
  • Implemented vendor scorecards to drive performance, quality, compliance, customer impact, and cost transparency.
  • Partnered with Legal, Compliance, Risk, and Audit to assess contractual risk, recourse gaps, indemnification language, and regulatory obligations.
  • Directed vendor remediation plans for SLA breaches, audit findings, and operational control deficiencies.
  • Served as primary executive contact for audits, regulatory exams, and risk assessments; successfully closed high- and moderate-risk issues.
  • Delivered executive-ready reporting on vendor health, cost drivers, performance trends, and risk exposure.
  • Oversaw day-to-day activities of ten employees in vendor establishment, fostering inspiring atmosphere to optimize employee experiences.
  • Oversaw day-to-day activities of 10 employees in Vendor establishment, fostering inspiring atmosphere to optimize employee experiences.

Vice President, Mortgage Servicing Operations

Citizens Bank
Glen Allen
05.2021 - 02.2025
  • Provided executive leadership for post-closing and document custody operations supporting a national servicing portfolio.
  • Oversaw end-to-end collateral lifecycle, including trailing documents, exceptions management, custodian interfaces, and investor reporting.
  • Owned remediation and successful closure of high-risk audit and regulatory issues related to collateral custody and vendor controls.
  • Designed and implemented enhanced vendor governance frameworks, integrating SLAs, KPIs, escalation protocols, and contract alignment.
  • Partnered cross-functionally with Legal, Compliance, Risk, Audit, and Business leaders to ensure CFPB, HUD/FHA, GNMA, and state compliance.
  • Directed annual procedure reviews and process mapping initiatives to strengthen controls and audit readiness.
  • Implemented controls ensuring all loans were removed from MERS prior to foreclosure or bankruptcy initiation.
  • Built and developed high-performing, inclusive teams focused on accountability and continuous improvement.

Vice President – Foreclosure & Default Operations

Citizens Bank
Glen Allen, VA
12.2014 - 05.2021
  • Owned enterprise foreclosure strategy and execution across judicial and non-judicial jurisdictions for a large, multi-state servicing portfolio.
  • Provided executive oversight of foreclosure law firms, trustees, and default vendors, establishing robust governance and performance frameworks.
  • Served as senior point of accountability for foreclosure-related regulatory exams, consent orders, internal audits, and investor reviews.
  • Led resolution of high-risk issues through sustainable control enhancements and remediation strategies.
  • Partnered with Legal, Compliance, Risk, Bankruptcy, Loss Mitigation, Investor Reporting, and Technology to align execution with enterprise risk posture.
  • Managed high-risk escalations, including litigation-sensitive cases, regulatory complaints, and executive inquiries.
  • Delivered executive and board-level reporting on foreclosure volumes, cycle times, costs, vendor performance, and emerging regulatory risk.

Foreclosure Operations Leadership (Processor → AVP)

SunTrust Bank
Richmond, VA
03.2009 - 12.2014
  • Progressively advanced from processor to Assistant Vice President leading day-to-day foreclosure operations across multiple states.
  • Managed attorney and vendor performance, SLA enforcement, corrective actions, and contract compliance.
  • Supported CFPB, internal audit, and investor exam responses.
  • Drove process reengineering and risk control enhancements across default operations.
  • Improved portfolio pull-through ratio from 23.5% to 75.4% within six months through performance management and process optimization.

Education

Certified Mortgage Servicing Professional - CMSP

Lean Six Sigma - Yellow/Green Belt

John Marshall High School
Richmond, VA
06.1995

J. S. Reynolds Community College
Richmond, VA

Skills

  • MSP / Black Knight
  • LoanSphere
  • Encompass / Empower
  • Clarifire
  • ALS HELOC Platform
  • Default & Foreclosure Systems
  • Risk & Issue Management Tools
  • Advanced Excel, PowerPoint, SharePoint

Affiliations

Mortgage Bankers Association (MBA)

CORE LEADERSHIP CAPABILITIES

  • Foreclosure & Default Strategy
  • Regulatory & Investor Compliance (CFPB, HUD, FHA, VA, GSEs)
  • Risk Management, Audit & Exam Leadership
  • Vendor Governance & Attorney Oversight
  • SLA/KPI Framework Design
  • Bankruptcy & Loss Mitigation Alignment
  • Escalations, Litigation & Regulatory Response
  • Process Excellence & Transformation
  • Executive & Board Reporting
  • Talent Development & Succession Planning

SELECT EXECUTIVE ACHIEVEMENTS

  • Reduced aged foreclosure inventory and timeline exceptions by 50% through strengthened vendor governance and standardization.
  • Successfully remediated and closed high-severity audit and regulatory matters, restoring regulator confidence.
  • Implemented enterprise foreclosure scorecards and executive dashboards to improve transparency and decision-making.
  • Recognized as executive sponsor for complex, high-risk foreclosure escalations.
  • 80% of risk issues proactively self-identified.

Timeline

Vendor Management Leader – Servicing & Default

Citizens Bank
02.2025 - Current

Vice President, Mortgage Servicing Operations

Citizens Bank
05.2021 - 02.2025

Vice President – Foreclosure & Default Operations

Citizens Bank
12.2014 - 05.2021

Foreclosure Operations Leadership (Processor → AVP)

SunTrust Bank
03.2009 - 12.2014

Certified Mortgage Servicing Professional - CMSP

Lean Six Sigma - Yellow/Green Belt

John Marshall High School

J. S. Reynolds Community College