Marie Gill
Default Servicing - Claims & Loss Analysis Supervisor
Laurel Springs,NJ
Summary
Accomplished in data analytics and operations management, I enhanced process efficiency and Investor and client satisfaction at Cenlar FSB through the identification and remediation of process gaps, leading to significant risk mitigation. My adept negotiation skills and project management prowess have consistently fostered team collaboration and organizational improvement, demonstrating a proven track record of strategic problem-solving and adaptability.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Claims & Loss Analysis Supervisor - GSE & VA
Cenlar, FSB
Ewing, NJ
7 2020 - Current
- Subject Matter Expert in Fannie Mae, Freddie Mac, and Third-Party Sale loan types. Near-expert status related to VA and USDA loan types.
- Multi loan-type and multi default-type pipeline oversight and management.
- Proven high-rate of process error and process gap identification and remediation through root-cause analysis (RCA) and extensive study of Federal, State, and Investor Servicing Guidelines, leading to mitigation of potential future risk and loss.
- Provided Inter-departmental recommendations for improved process and procedures through Management Action Plans (MAPs), development of updated Key Performance Indicators/Reports (KPI/KPR), and updates for Service Level Agreements (SLAs).
- 8+ years of experience in Loan Reconciliation and Claims analysis, with strong attention to detail and capable of managing several different projects. 4+ years of experience in completing full default loan reviews requiring extensive knowledge of Default timeline management, completing narratives on what occurred, and providing these details clearly and concisely to our Clients.
- Excellent skills within Investor, Client, and Vendor relations and negotiations - including both Demand & Bill Back reviews and rebuttals.
- Capable of analyzing, developing, and testing improved process-logic for systems such as Tableau, Oracle Hyperion, SharePoint, ICE/Black Knight Director 7 (MSP), LoanSphere BKFC (DDF forms), Microsoft Access, etc.
- End-to-End Mortgage Default Process knowledge combined with close study of and continual monitoring of regulatory agency standards.
- Improved Client satisfaction with timely and clear response to inquiries, addressing concerns, and finding effective solutions through updated reference materials and improved data-capture within established databases.
- Strong communication and logic-argument skills, including complex and sensitive subjects. Able to lead and communicate effectively with teams, inter-departmentally, as well as Client and Investor-facing.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity. Direct oversight of 2 different Loss Analysis teams as well as supportive work for front-end Claim filers.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence. Capable of learning from experiences and then moving forward in a more thoughtful, knowledgeable way.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, and technologies. Continually works inter-departmentally to help reduce process redundancies and to flag potential risk opportunities so they may be mitigated before further losses are incurred.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
Senior Claims Analyst
PHH Mortgage Corporation
Mount Laurel, New Jersey
12.2016 - 09.2019
- Supported team efficiency efforts by developing standardized templates for common claim types, expediting document preparation timeframes.
- Increased accuracy in claims assessment through thorough investigation and diligent documentation of claim details.
- Negotiated successful outcomes for clients by leveraging strong analytical skills and knowledge of insurance policies.
- Proven skills within account and expense balancing as well as analysis of large datasets using tools such as pivot tables and vlookup functions.
- Participated in developing, testing, and implementing a Microsoft Access Database created for bulk claim processing which significantly increased claim filing output for the department. This reduced Third Party Vendors for the company as a significant cost-saving measure. This bulk claim process assisted in recovering of over $20 million worth of expenses just in 2017.
- Worked closely with leadership on Investor negotiations by completing rebuttals, reconciliations, and loan research. This necessitated extensive review of Investor Guidelines as well as continued monitoring of new requirements.
- Worked with Management to locate areas of waste or redundancy in order to better improve and streamline processes.
- Responsible for filing both weekly and monthly pre-foreclosure bulk claims that were critical components of Investor contractual agreements.
- Utilized time management skills to maintain weekly pipeline updates, respond to Investor inquiries, and complete both department and Investor reports.
- Reviewed Key Performance Indicator Reports, assisted with several aspects of funds processing, and managed numerous vendor relations.
- Reliable and available to assist team members and able to work inter-departmentally or independently in order to achieve success.
- Able to process Fannie Mae, HUD, and VA Incoming Account wires, 3rd Party Sale proceeds, Private Short Sale wires and capable of creating Amortization Schedules.
REO Claims Analyst II
PHH Mortgage Corporation
Mount Laurel, New Jersey
07.2015 - 12.2016
- Monitored and managed 3 separate weekly pipelines to ensure claims were filed and paid within Investor contractual guidelines. This included loan reconciliation, filing spot-claims, obtaining necessary back-up documentation, expense reallocations, and general closeout procedures.
- Processed invoices and prevented controllable losses by filing time-sensitive claims to mitigate financial loss and to uphold the Investor's expectations and relationship.
- Assisted in a 3rd Party Claims Vendor transfer and training process. Also assisted in training new team members internally, distributed department mail, addressed code violations - including utility and lien payment processing, and incoming check logging and processing.
- Supported internal audit initiatives by providing detailed documentation of claims handling procedures as required for compliance purposes.
- Promoted to Senior Claims Specialist in less than a year and a half with the company.
Curative and HUD Specialist
Title Resource Group
Mount Laurel, New Jersey
01.2013 - 08.2013
- Reviewed and executed closing documents for home refinances to verify accuracy and completion.
- Assembled essential HUD document for home refinance and worked to resolve title curative issues through a multitude of means, including Borrower contact.
- Used online databases to find tax information and contact county tax offices in order to maintain updated records.
- Assisted Borrowers and Lenders both with understanding and executing the necessary documents.
Education
Bachelor of Arts - History
Rider University
Trenton, NJ 09.2008 - 05.2012
Skills
Regulatory Analysis
Operations & Project Management
Investor, Client, & Vendor Relations
Data Analytics & Integrity
Excel skills such as VLOOKUP, Index Match, Pivot, concatenate etc
Bank Reconciliation
Inventory Control & Oversight
Process Monitoring and Improvement
External & Internal Audit Reviews
Complex Problem-Solving
Positive Team Collaboration
Extensive Issue Research Ability
Excellent Written Communication
Regulatory Compliance Awareness
Insurance Industry Acumen
Claims Analysis Expert
Recognitions
- Q2 2024 Cenlar FSB True Blue Award Winner
- Lean Six-Sigma Yellow-Belt
- "Raise the Bar: Propel" Awarded September 2018
- "Raise the Bar: Propel" Awarded August 2016
- "Exceeded Expectations" in every yearly review with PHH Mortgage (2016 - 2019)