Megan Straub

• Developed strong relationships with clients.
• Reduced risk exposure through strategic asset allocation and diversification of investment portfolios.
• Perform loan servicing activities such as general loan maintenance, remitting incoming funds, tracking all loan balances draws and pay downs in excel.
• Handing incoming client inquiries and request, while providing exceptional customer service.
• Maintain accurate and up to date client records in our servicing system.
• Prepare and deliver reports on loan servicing status to the management team.

Manage a staff of 17

• Manage the business relationships between Finance of America and investors
• Manage the day-to-day operations for investor delivery
• Manage the day-to-day operations Scan and Collateral team
• Manage pipeline movement and addressed escalated issues
• Mentored staff to improve performance
• Serve as backup for all Post-Closing teams in Directors absence
• Cover for all team members when on PTO
• Completed daily file assignment
• Manage team shared mailbox
• Prepared and delivered monthly one-on-one performance evaluation with employees
• Develop and implement procedure guides
• On-board new Investors
• Handle delivery of electronic final docs to end investors
• Delivery all servicing documentation to sub servicers.
• Manage due diligence clearance and document delivery for all bulk trades and securitizations.

Manage a staff of 10

• Monitor Closers performance against established SLA’s
• Establish policies and procedures for improved workflows
• Worked closely with internal Compliance and Risk teams to audit vendors to minimize risk exposure to the company and develop company policies and procedures
• Draft and delivered coaching and corrective action documents
• Trained offshore initial Closing disclosure team
• Work closely with internal Post Closing team to reduce findings
• Manage the Wiring Desk to ensure files are disbursed properly
• Deliver monthly scorecards to 2 title vendors
• Update current closing process to better align with TRID requirements
• Update documented policy and producers and Checklist to be published to all areas

• Manage the business relationships between Ditech, title, settlement, mortgage closing, Closing Corp and flood vendors.
• Monitor vendor performance against established SLA’s
• Worked with the vendors to identify and implement best practices
• Developed and implemented vendor scorecards
• Manage 13 vendor mortgage closers, 2 team leads, with daily closing volume of 65 closings per day, approximately 50% of the daily company closing volume
• Conduct weekly calls with each of the vendors to provide updates and review challenges and opportunities
• Act as a liaison between Ditech and the vendors
• Handle title and closing escalations
• Establish policies and procedures for improved workflows
• Work closely with internal Compliance and Risk teams to audit vendors to minimize risk exposure to the company and develop company policies and procedures
• On-board new vendors

Managed staff of 3 staff members.

• Managed and supervised the day-to-day operations at call center
• Maintaining the call center employees and infrastructure and hiring the new agents for call center.
• Completing time assessments to ensure that organizational goals and targets are being met.
• Guided representatives through issues and deescalation tactics.
  Handled all escalated issues.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Managed staff of 15 funders

• Managed pipelines, and addressed escalated issues
• Prepared and delivered monthly one-on-one performance evaluation with employees
• Drafted and delivered coaching and corrective action documents and yearly performance reviews
• Mentored staff to improve performance
• Worked with new hires to get them through their ramp up period
• Attend weekly conference calls with title vendors to discuss files with issues that would delay disbursement
• Managed Staff time off requests