Monica Kirk
Rocket Mortgage (formerly MrCooper Mortgage)
Lewisville,TX
18
years of professional experience
Results-driven Operations and Finance Leader with 18 years of experience in mortgage servicing and investor accounting. Led large operational teams, implementing controls and process improvements that enhanced compliance and reduced defects. Collaborated with cross-functional teams to drive data-driven reporting and automation initiatives, increasing efficiency and audit readiness.
Work History
Assistant Vice President, Operations
8 Years 5 Months- Led multiple mortgage servicing and loan modification operations while overseeing large onshore and offshore teams to maintain servicing quality, investor compliance, financial accuracy, and operational performance.
- Led organizations of more than 100 onshore and offshore employees, while also managing contractor teams supporting specialized operational initiatives.
- Oversaw custodial, escrow, and principal & interest reconciliations, helping ensure accurate accounting, financial integrity, and compliance with investor requirements.
- Partnered closely with Finance, Accounting, and Investor Accounting to resolve balancing issues, cash exceptions, reconciliation variances, and transaction discrepancies.
- Built stronger operational workflows that reduced manual effort, improved turnaround times, increased productivity, and enhanced customer and investor outcomes.
- Leveraged operational data, financial metrics, and performance reporting to identify trends, prioritize process improvements, and support executive decision-making.
- Partnered with FNMA, FHLMC, and private investors to resolve servicing issues, ensure adherence to investor guidelines, and improve operational performance.
- Strengthened quality review processes, reducing defects, improving audit readiness, and enhancing regulatory and investor compliance.
- Led AI and automation assessments with a third-party consulting partner to evaluate business processes, identify automation opportunities, and prioritize initiatives delivering the greatest operational and financial value.
Manager/Assistant Vice President, Investor Services
6 Years 10 Months- Led Investor Services teams responsible for post-modification accounting, reconciliations, investor reporting, and issue resolution while partnering with Finance, Accounting, Investor Reporting, and Compliance.
- Owned complex post-modification issues, including hard rejects, cash outages, investor reporting discrepancies, and loan-level balancing.
- Partnered with Investor Accounting to resolve reserve account discrepancies totaling millions of dollars while improving financial accuracy.
- Worked closely with Investor Reporting to resolve data mismatches between investor systems and the servicing platform following loan modifications.
- Designed review processes that helped reconcile and clear nearly $100 million from Corporate and Escrow general ledger accounts.
- Enhanced training within modification organization by identifying recurring issues and addressing root causes of operational errors.
- Led eight-month contractor initiative to review capitalized interest calculations, correcting systemic defects and ensuring accurate customer refunds and compliance controls.
Manager Centralized Modifications
8 Months- Developed review process for FHLMC loan modifications, collaborating with investor to enhance settlement accuracy.
- Established company's modification fraud review process, defining investigation procedures and escalation requirements.
- Worked with leadership, investigators, and operations teams to review suspected fraud and determine appropriate actions.
- Coordinated with leadership, investigators, and operations teams to assess suspected fraud and recommend appropriate actions.
Manager Pre-30 Day Collections
5 Months- Reviewed customer interactions to ensure compliance with servicing standards while providing coaching to improve performance.
- Supported frontline supervisors in resolving escalated customer issues and coached employees through complex situations to enhance service delivery.
- Reviewed customer interactions for compliance with servicing standards and coached team members to elevate performance.
Portfolio Resolution Specialist (Early-Stage to Default)
8 Months- Assisted customers in resolving mortgage payment issues, exploring delinquency solutions, and navigating loan modification options.
- Reviewed income and hardship documentation alongside financial information to assess eligibility for workout programs.
- Guided borrowers through modification process, ensuring complete documentation and compliance with investor guidelines.
Education
Bachelor of Science - Finance, Personal Financial Planning
- Cum Laude
- Minor: Personal Financial Planning
- Study Abroad: London, UK, Finance
Skills
Mortgage operations
Investor accounting
Finance risk management
Regulatory compliance
Financial Reporting
Performance analytics
Process Improvement
Operational Efficiency
Operations Leadership
Cross-Functional Leadership
Fraud Prevention
Team Development
Timeline
Assistant Vice President, Operations
Rocket Mortgage (formerly MrCooper Mortgage)
12.2017 - 05.2026Read More
Manager/Assistant Vice President, Investor Services
MrCooper Mortgage (formerly Nationstar Mortgage)
02.2011 - 12.2017Read More
Manager Centralized Modifications
Nationstar Mortgage
05.2010 - 01.2011Read More
Manager Pre-30 Day Collections
Nationstar Mortgage
12.2009 - 05.2010Read More
Portfolio Resolution Specialist (Early-Stage to Default)
Nationstar Mortgage
02.2008 - 10.2008Read More
Texas A&M University-Commerce
Bachelor of Science from Finance, Personal Financial Planning
Read More