Mark Louden
Gilbert,AZ
Summary
Mortgage servicing professional with a strong operational mindset and a track record of owning and elevating servicing performance. Experienced in defining standards, enforcing accountability, and ensuring alignment with investor, client, regulatory, and organizational requirements. Skilled in analyzing data, identifying trends, and driving root‑cause resolution to strengthen compliance posture, customer experience, and portfolio performance. Adept at managing external servicing partners, leading cross‑functional initiatives, and building scalable processes, policies, and reporting frameworks supporting organizational growth. Known for clear communication, independent judgment, and the ability to bring structure, consistency, and discipline.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Issues Management Analyst/Mortgage Supervisor
Cenlar
Tempe, AZ
04.2019 - Current
- Lead issue-resolution processes ensuring timely closure of borrower and client-impacting issues by identifying procedural gaps and drive corrective actions.
- Create Management Action Plans (MAP's) by managing risks, compliance with regulatory requirements, and meet client contractual obligations
- Produce client reports with volume metrics and trend analysis to highlight risks and improvement opportunities.
- Supervised 15 Customer Interaction agents; monitored calls, coached performance, and handled L1–L3 escalations.
- Resolved complex mortgage inquiries including escrow, taxes, and payment application.
Auto Injury Specialist
State Farm Insurance
Tempe, AZ
01.2017 - 01.2019
- Coordinated efforts to address and resolve disputed claims, focusing on bodily injury, property damage, workers’ compensation, and subrogation matters.
- Analyzed case details and facilitated negotiations to resolve auto injury claims effectively.
- Averaged 225 claims monthly, 7 minute call handle time, and exceeded unit performance standards.
Finance & Insurance Manager
Stark Automotive Group
Stoughton, WI
01.2016 - 01.2017
- Reviewed credit applications, secured lender approvals, and ensured accuracy of all contract documents.
- Implemented new menu system and updated compliance documentation.
- Developed financial strategies to maximize revenue and minimize risks across automotive operations - converted cash deals to finance.
Revenue Agent Supervisor / Bankruptcy Specialist / Revenue Agent
Wisconsin Department of Revenue
Madison, WI
2008 - 2016
- Managed a team of 18–22 staff, focusing on optimizing statewide tax and debt collection processes.
- Streamlined collection processes, resulting in a $3M increase in SDC collections from FY14 to FY15.
- Led initiatives to achieve a 99.8% call-answer rate, optimizing customer satisfaction and operational efficiency. Strategically maintained a 90% staff retention rate over three years, fostering a stable and motivated workforce.
- Implemented digital solutions to replace paper processes, contributing to substantial financial savings and improved operational workflows.
Education
Master of Science - Business Management
Cardinal Stritch University
Madison, WI02.2014
Bachelor of Science - Business Management
Cardinal Stritch University
Madison, WI02.2012
Paralegal Certificate - Bankruptcy Debtors & Creditors
Madison College
Madison01.2011
Skills
- Sub‑servicer management: Monitor SLAs, KPIs, call quality, compliance, and exception trends
- Contractual performance: Hold partners accountable for service levels, reporting standards, and remediation timelines
- Loan boarding & data integrity: Ensure accurate setup of new loans, data field validation, and resolving discrepancies impacting downstream processes
- Payment processing & escrow management: Manage payment applications, escrow analysis, tax/insurance disbursements, and shortage/surplus handling, HELOC payments/disbursements
- Default servicing fundamentals: Understand early‑stage delinquency, loss mitigation workflows, and regulatory timelines
- Customer experience management: Handle homeowner inquiries, complaints, and escalations with clarity & compliance
- Investor guideline adherence: Apply requirements from Fannie Mae, Freddie Mac, FHA, VA, USDA, and private investors
- Regulatory compliance: Work within OCC, CFPB, RESPA, TILA, FDCPA, and state‑level servicing rules
- Audit readiness & documentation: Maintain clean, traceable records for internal audits, investor reviews, and regulatory examinations
- Policy and procedure development: Write, update, and enforce servicing SOPs to ensure consistency
- Cross‑functional coordination: Work with Compliance, Risk, Controls, and Operations to align servicing outcomes and goals
- KPI and trend analysis: Identify patterns in delinquencies, call metrics, exceptions, and operational bottlenecks
- Root‑cause analysis: Diagnose recurring issues and driving corrective actions through completion
- Data literacy: Use servicing systems, reporting tools, and platforms to extract and interpret data into Power BI dashboards
- Process improvement/LEAN/Six Sigma/Agile: Streamline workflows, reducing defects, and building scalable frameworks
- Risk identification & mitigation: Identify compliance gaps, operational risks, and investor‑impacting issues early
- Change management: Assist with system enhancements, new initiatives, and servicing transitions
- Independent judgment: Make decisions to balance compliance, customer impact, and investor expectations
- Technology: Utilize AI workflows/Microsoft Suite/SharePoint/ICE platforms
Certification
- LEAN/Six Sigma: Green Belt
- AI Speed Learning
Timeline
Issues Management Analyst/Mortgage Supervisor
Cenlar
04.2019 - Current
Auto Injury Specialist
State Farm Insurance
01.2017 - 01.2019
Finance & Insurance Manager
Stark Automotive Group
01.2016 - 01.2017
Revenue Agent Supervisor / Bankruptcy Specialist / Revenue Agent
Wisconsin Department of Revenue
2008 - 2016
Master of Science - Business Management
Cardinal Stritch University
Bachelor of Science - Business Management
Cardinal Stritch University
Paralegal Certificate - Bankruptcy Debtors & Creditors
Madison College