Monica Hadley
Gilbert,AZ
Summary
Accomplished Default Mortgage Operations Leader with progressive industry background. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Director
EVERGREEN HOME LOANS
08.2023 - Current
- Oversee the loss mitigation, foreclosure, bankruptcy, real estate owned, invoice management, and property preservation areas with two managers, 1 supervisor, and 15 overseas and onshore staff
- Negotiated contracts with vendors for reduced costs and improved service quality
- Recruited, hired, and trained all personnel, offshore teams, and default vendors, establishing key internal functions and defining role scopes to optimize default operations
- Implemented new loss mitigation calculator, workflow, and document processing strategy successfully
- Developed a robust GNMA buyout and re-pool process with secondary markets, investor reporting, and accounting department
Vice President
SERVBANK / THE MONEY SOURCE INC
10.2021 - 06.2023
- Led bankruptcy, foreclosure, and default support units while overseeing 50+ employees, two managers, and one assistant vice president
- Systems administrator for the third-party communication software, LoanSphere BK/FC
- Ensured servicer SCRA compliance with daily searches through the vendor, Quandis
- Identified and assisted in the resolution of the company's individual and public assistance FEMA gap, resulting in accurate FEMA/disaster designation coding and compliance
- Completed a successful Rebrand Project with default vendors
- Led the company's Bank Copy process project from the servicer side, including imaging invoices, and documents copies
- Submitted business plans for BOT scripts to improve production and increase quality
- Developed and motivated a high-performance team committed to delivering high productivity and minimizing loss
- Identify process and procedure change needs and implementations changes to improve efficiency and quality
- Managed third-party vendor performance against KPIs and SLAs through daily reporting, performance calls, and monthly scorecards
- Managed the document team responsible for the review and execution of all servicer documents related to foreclosure, bankruptcy, litigation, easement/partial releases, and probate
- Monitored financial risk through capacity planning reviews, system efficiency gains, preventative and detective reporting, and overtime usage
- Administered department and vendor targets
- Managed action plans, determined root cause, and executed rededications
Senior Director
HOME POINT FINANCIAL CORPORATION
01.2020 - 04.2021
- Led bankruptcy, foreclosure, and default vendor/attorney oversight units while overseeing 150+ vendors, 25+ employees, one director, and two leads in the home loans servicing division
- Managed third-party vendor performance against KPIs and SLAs through daily reporting, performance calls, and monthly scorecards
- Onboarded overseas bankruptcy outsource vendor; created monthly quality control and oversight reports
- Led teams that implemented new title ordering and three auction vendors
- Collaborated with the Vendor Management to complete 150+ annual contract renewals for default vendors
- Managed and delivered process improvements like bid automation and document sweep uploads
- Monitored financial risk through capacity planning reviews, system efficiency gains, preventative and detective reporting, and monitoring overtime usage
- Administered department and vendor targets
- Responsible for foreclosure monthly compliance audits responses; 100% average 2020-2021
Vice President
CARRINGTON MORTGAGE SERVICES, LLC
09.2015 - 07.2019
- Oversight of the TX branch default servicing division, which included one director, 45+ employees, two supervisors, and four managers who engaged in the functions of litigation, third party oversight, probate, title clearing, witness and mediations, settlements, and conventional timeline management
- Setup satellite offices in TX and IN; activities included transition plans, process flow maps, hiring, facility coordination, and knowledge transfers from CA office
- Measured third party performance against KPIs and SLAs through daily reporting, performance calls, and monthly scorecards; resulting 38% overall improvement in 2018
- Headed the revision and execution project of the Legal Servicing Agreement for 200+ vendors
- Initiated and developed the first Foreclosure Vendor Remediation and Action Plan operational model
- Managed all aspects of standing up the contested and litigation department for default
- Led the company's first foreclosure processing team of government-sponsored enterprises (GSE), reverse loans, and commercial loans
- Monitored and managed budget through capacity planning reviews, system efficiency gains, preventative and detective reporting, and overtime usage
- Oversaw the administration and execution of targets, compensation plans, and KPIs; which increased efficiency and the drive for growth
- Managed the department's semi-annual Risk Assessment Management Plan database
- Implemented new title ordering vendor project, including SOW, phased rollout, risk controls, and data analytics
- Managed the completion of monthly department compliance audits
Default Operations Manager
CAPITAL ONE
07.2009 - 07.2015
- Led bankruptcy, loss mitigation, legal document review, title, and foreclosure units while overseeing 50+ employees and three managers in the home loans division
- Facilitated three successful bank transfers from Chevy Chase Bank, ING, and Bank of America; completed system data mapping, loan-level triage, exception reporting, and assignments
- Proved vital in developing the first set of attorney third-party oversight audit standards; traveled to vendors to perform audits to the new standards
- Represented as an expert witness in litigation and foreclosure cases in TX, FL, NM, and NJ
- Managed on-site title clearing vendor, LPS Title
- Prepared the foreclosure team for the 2012 OCC Foreclosure Review Audit
- Led the process engineering team that developed the 2013 OCC Foreclosure Prevention Checklist for 50-states that resulted in IT system data scripting, a paperless living file review, and loan-level data storage
- Systems administrator for the third-party communication software called Process Management (NKA: LoanSphere BK/FC)
- Served on the acquisition due diligence team; traveled to banks to review for purchase
- Helped stand up the company's first GNMA/FHA default servicing processing
- Responsible for the documentation and compliance of department business controls and risks
Assistant Vice President
BEAL BANK / MGC MORTGAGE, INC
07.2008 - 07.2009
- Oversaw multiple departments with 25-40 employees; including bankruptcy, pre-foreclosure, title, foreclosure, default support, property preservation, mortgage insurance claims, valuations, serviced by others, and third-party oversight
- Managed all aspects involved in standing up a new default department, including interviewing employees, writing desktop procedures, and completing system software testing
- Completed successful service transfers of 10,000 foreclosure and bankruptcy loans from the FDIC and small business banking; oversaw data mapping, loan-level triage, exception reporting, workflow software creation, and transfer of claims/assignment of mortgage transfers
- Launched process to implement a third-party communication tool for the foreclosure and bankruptcy departments called DRI Management Systems
Assistant Vice President
GOLDMAN SACHS / AVELO MORTGAGE, LLC
03.2007 - 07.2008
- Managed the bankruptcy, bankruptcy loss mitigation, pre-foreclosure, onsite support vendors, demand letters, title ordering and curative, foreclosure, and equity analysis departments; 10-15 employees per department
- Directed the bankruptcy department setup, creating policies and guidelines, testing systems/software, and facilitating capacity planning
- Approved statements of work and hired/managed vendors for bankruptcy processing, including AACER, LPS Title, NewTrack, RealQuest, and LexisNexis/Banko
- Managed bulk service transfers for 100,000 loans from previous servicers; ensuring all triage, transfer of claims, and assignments completed within 60 days of transfer
- Served on the Goldman Sachs' acquisition due diligence team; traveled to banks and servicers to review loan files for loan purchases
- Oversaw the implementation and administration of the third-party communication software, NewTrack (NKA: LoanSphere BK/FC), including data mapping, system testing, and data transfer functions
Senior Operations Manager
CITIGROUP
11.1999 - 02.2007
- Managed on-site First American Support vendor, foreclosure, project management, equity analysis, and pre-foreclosure departments, including 25 employees, 40+ vendor staff, 100+ offshore staff, and three managers
- Contributed to all phases of software launch for FISERV's MortgageServ (NKA: Sagent), including test scripts
- Assisted in the BETA testing and data mapping for third-party communication tool called VendorScape
- Responsible for adherents to department's Sarbanes Oxley audit requirements
- Completed monthly compliance audits for default units
- Led the foreclosure end of the year 1099 project: including tested, quality checks, and vendor relations
Education
Bachelor of Business Administration - Human Resource Management
Strayer University
Alexandria, VA01.2016
Associate of Applied Science -
Rio Salado College
Tempe, AZ01.2004
Certification
- Loan Servicing Basics, 6/2024
- Becoming a Coaching Leader, 3/2024
- Disney's Approach to Employee Engagement, 11/2022
- Disney's Approach to Leadership Excellence, 7/2022
- Six Sigma, 1/2023
- Business Process Management, 1/2023
- Certificate in Organizational Leadership, 1/2003
Timeline
Director
EVERGREEN HOME LOANS
08.2023 - Current
Vice President
SERVBANK / THE MONEY SOURCE INC
10.2021 - 06.2023
Senior Director
HOME POINT FINANCIAL CORPORATION
01.2020 - 04.2021
Vice President
CARRINGTON MORTGAGE SERVICES, LLC
09.2015 - 07.2019
Default Operations Manager
CAPITAL ONE
07.2009 - 07.2015
Assistant Vice President
BEAL BANK / MGC MORTGAGE, INC
07.2008 - 07.2009
Assistant Vice President
GOLDMAN SACHS / AVELO MORTGAGE, LLC
03.2007 - 07.2008
Senior Operations Manager
CITIGROUP
11.1999 - 02.2007
Associate of Applied Science -
Rio Salado College
- Loan Servicing Basics, 6/2024
- Becoming a Coaching Leader, 3/2024
- Disney's Approach to Employee Engagement, 11/2022
- Disney's Approach to Leadership Excellence, 7/2022
- Six Sigma, 1/2023
- Business Process Management, 1/2023
- Certificate in Organizational Leadership, 1/2003
Bachelor of Business Administration - Human Resource Management
Strayer University
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