Melanie Willie

• Prepare and evaluate all periodical bills for account receivables to be submitting to third party vendors.
• Monitor and reconcile all over age accounts.
• Organize all internal and external customer accounts and identify all collection issues and assist in appropriate resolution.
• Ensure that cash receipts are processed in compliance with financial policies and procedures.
• Monitor all outstanding balances and design various collection options to negotiate collections.
• Credit Adjustments.
• Prepare and analyze all financial reports and develop models for key indicators.
• Process credit card and ACH payments as they are received.
• Monitor all monthly activities and manage vendor invoicing and prepare appropriate financial reports.
• Maintains cash receipts and refers accounts for collection agencies.
• Manage all customer accounts and assist in collection of credit cards and cash.
• Email Accounts past due statements and request payment.
• Create excel spreadsheets and Macro's

**MASS LAYOFF**

• Worked with Title companies to ensure the recorded documents and final title policies are received and sent to the investor within 180 days
• Track incoming closed loan files via origination system
• Scan and file loan packages.
• Prepare and deliver closed loan files to designate investor on or before specified delivery date.
• Verify receipt of file with Investor and update system
• Prepare service package, including data entry to on board loan for servicing.

  • Works off a pipeline distributed from Mission control to place order Appraisals

Assigns FHA case #’s for all FHA Loans.
• Drop the FHA Case assignment in the
• Enter the AMC Name in the file so the Processor can send out the CD
• Requests FHA Transfers and Update Incoming Transfers
• Reviews all purchase contracts to ensure all the information is accurate and the purchase contract is fully ratified
• Request bid approvals on all Renovation loans
• Review HECM loans to ensure the HECM certification hasn’t expired prior to ordering Appraisal Report
• Review credit card authorization form for accuracy of Appraisal Fee amount, Borrower(s) name, billing address and loan #.
• Review and Respond to all incoming emails and requests from Loan Officers, Loan officer assistants, Market Leaders and /or Branch Managers
• Review the loan data screen to ensure the intent to proceed has been signed and dropped in the file prior to ordering the Appraisal
• Order the Appraisal /Final inspections  
• Transfer Outgoing Appraisals to another Lender

• Review borrower(s) current and previous housing history
• Review borrower(s) employment information
• Review borrower(s) asset documentation
• Review borrower(s) credit card info for accuracy for appraisal fee
• Review the purchase contract for errors
• Review the intent to proceed
• Review the appraisal report
• Examine and evaluate all individual loan documents
• Complete a thorough evaluation
• Review program guidelines
• Run updated, accurate loan application through the appropriate A.U.S system
• Request additional documentation as necessary
• Ensure that all conversations are documented
• Ensure conditions of the loan approval are reviewed and meet minimum required guidelines

• Responsible for having contractor to protect and preserve the Pre foreclosed properties
• Responsible for creating work orders for the Vendor to complete Property inspections and property condition checks to include full interior/exterior photos.
• Responsible for determining and documenting First Time Vacancy.
• Responsible for making sure Bids have been submitted to HUD for damages and are within the Allowable for repairs.
• Responsible for Monitoring all Damages at Property.
• Corresponding via email with our vendors to ensure work is being completed.
• Corresponding with the Loss Mitigation and Bankruptcy Departments as needed.
  Responsible for Monitoring violations and citations at the property 
• Responsible for ordering and managing property inspections and preservation needs
• Document each loan after reviewing the inspections report with my findings of the condition of the property
• Work with Hazard Claim Vendor to file claims, and repair damaged properties.
• Responsible for ensuring compliance with directives, both verbal and electronic, from regulatory agencies, CFPB, GSE’s, investors and insurers for Default Services functional work groups
• Review of various current reports and assistance with identification of new reports, including ensuring department SLAs are met.
• Establish and foster a work culture at all levels within the operation which is positive, collaborative, respectful, optimistic, and capable of driving long term operational sustainability.
• Serve as primary point of contact to internal and external parties for escalations related to one or more business functions in pre/post foreclosure areas to minimize reputation impact to Freedom Mortgage and ensure optimal resolution for business unit.
• Work with management to develop and implement new or revised processes and guidelines and realize process efficiencies and potential gaps created within Preservation department or with designated vendor.
• Assist with delegations of new case assignment, case resolution, and timely reimbursement for services rendered to vendor(s).
• Reviewing account history and putting together a chronological history of the preservation efforts.

• Assisted Homeowners with retention programs/options to prevent foreclosure.
• Reviewed financial profile to determine eligibility  for assistance.
• Post Mortgage and escrow payments.
• Answer inbound calls 
• Review payment history for discrepancies
• Review credit history for delinquent status and error reporting 
• Negotiate payment arrangements
• Resolved late stage delinquencies
• Coached direct reports to ensure service level agreements were met
• Demonstrated effective Management skills and ability to multi-task in a high paced environment
•  Developed Strong team morale which directly improved customer satisfaction
• Provided leadership and defined call center strategy
• Managed front end operations to ensure friendly and efficient interactions with every customer
• Assisted supervisor in the daily work allocation,
• Acted as a resource for team members including handling escalated calls
•  Managed a large team of diverse backgrounds
• Resolved problems involving service issues to retain loyal customers.
•  Trained new employees as well as current employees which improved productivity and call answer
  rate.
•  Identified training and development needs through observation, silent monitoring & performance
  metrics
•  Evaluated employees on an annual basis and set new goals for their growth.
  
•  Assists homeowners with Home Retention Options to avoid Foreclosure.
  
• Review financial profile to determine eligibility for assistance
  
•  Accept and Post Mortgage and Escrow Payments.
  
•  Answer inbound calls
  
•  Review Payment History for discrepancies
  
• Review credit History for delinquent status and error reporting
  
• Negotiate payment arrangements
  
•  Resolve Late Stage Delinquencies
  
•  Perform other projects or special assignments, as requested

• Implement effective HR policies to ensure all practices complies with labor and employment regulations.
• Increased employee retention above 90% by rigorously maintaining a positive work environment.
• Develop targeted outreach recruitment programs to recruit more minorities and meet affirmative action requirements.
• Invited 10+ motivational speakers and industry experts to give lectures and speeches to employees on new industry standards and how to build confidence and morale in the workplace.
• Updated 100+ employee records and job assignments daily.
• Relayed important messages from management to employees quickly via word of mouth, memos and bulletin notices.
• creates an employee file that includes all pertinent information, including contact numbers, professional, educational history, current job title and salary information.
• She updates that file anytime a modification, such as a promotion, salary increase or change in work location, occurs in the worker's status.
• Drafts all department correspondence, such as employee handbooks and interoffice memorandums.
• Conducted new hire orientation.
• Coordinates all business travel arrangements for human resources staff members.
• Collects and maintains any contracts the department has with external service providers.
• Oversee current employee satisfaction and productivity, ensuring that the workplace is always running efficiently.
• Preparing or updating employment records related to hiring, transferring, promoting and terminating.
• Explaining human resources policies, procedures, laws and standards to new and existing employees.
• Ensuring new hire paperwork is completed and processed.
• Informing job applicants of job duties, responsibilities, benefits, schedules, working conditions, promotion opportunities.
• Addressing any employment relations issues, such as work complaints and harassment allegations.
• Overseeing hiring process, which includes coordinating job posts, reviewing resumes, and performing reference checks.
• Processing all personnel action forms and ensuring proper approval.
• Conducting training sessions.
• Maintaining records of employee participation in all training and development programs.
• Conducting safety inspections and Maintaining accident records.
• Participating in administrative staff meetings.
• Developing, revising, and recommending personnel policies and procedures.
• Maintaining department records and reports.
• Investigate discrepancies and resolve emergent payroll issues.
• Maintain employee confidentiality in compliance with applicable employment and privacy laws.
• Work independently with strict timetables and balance several projects simultaneously.
• Process verification of employment and partial unemployment reports.
• Ensures compliance with all security, safety, and environmental regulations and policies at all times.
• This includes properly addressing issues through action or reporting issues and concerns through the appropriate chain of command.
• Gather, verify, and process information to assist with accurate and prompt payment to employees and government agencies.
• Prepare weekly, monthly and quarterly payroll-related reports.
• Run system reports, complete employee status change paperwork, and reconcile payroll records.

• Delivered friendly assistance with new hires throughout the interviewing and hiring process.
• Assisted with the on-boarding process of 200 new hires in 2001.
• Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping. 
• Maintained and scheduled complex calendars.
• Answered and directed 80 outbound and inbound phone calls per day.
• Managed employee exit interviews and paperwork.
• Provided backup payroll, if needed.
• Recruited and screened qualified potential employees.
• Prepared monthly, weekly and daily logs using Microsoft Excel and Office.
• Assisted with meetings and presentations within company.
• Researched and resolved issues regarding the integrity of data flow into databases.
• Managed annual external audit.
• Reviewed files, records and other documents to obtain information and respond to requests.
• Developed a set of metrics derived from raw company data to track improvements in organizational efficiency.
• Completed and mailed bills, contracts, policies, invoices and checks.

• Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
• Assisted customers promptly and politely, in person and via telephone.
• Checked all guests in and out
• Made accommodations and travel arrangements for visitors.
• Reported maintenance problems to the appropriate personnel.
• Kept reception area clean and neat to give visitors a positive impression of the company.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate management instruction.
• Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Increased customer service ratings through personable service.
• Developed long-lasting relationships with outside vendors, including florists and restaurants, so that guests could secure valuable deals on services and meals.
• Offered appropriate reservation options based on expected attendees when coordinating events.
• Implemented end-of-month audits of the resort to upper management as required.
• Made sure that guest complaints were handled in the most effective manner possible and that complimentary services were offered to maintain high guest satisfaction rates.
• Verified that personal and payment information on guest accounts was accurate and complete.
• Comply with all hotel policies and procedures