Natalie Lockett
Reporting Analyst/Coordinator
Phoenix,AZ
Summary
Results-driven business professional with a proven track record in customer service, credit bureau reporting, mortgage servicing, and project management. Adept at optimizing processes, mitigating risk, and driving efficiency in high-volume, competitive environments. Seeking a challenging role to leverage expertise in bolstering the company’s mission and vision through decisive leadership, problem-solving, and a collaborative approach. Committed to delivering exceptional results and enhancing organizational performance.
Overview
13
13
years of professional experience
Work History
Credit Bureau Reporting Coordinator
Selene Finance LP (Pretium)
10.2022 - Current
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to for Director 7/MSP conversion.
- Revamped Credit Bureau Reporting (CBR) processes to be in alignment with MSP conversion and system limitations requirements
- Report all serviced loans accurately to credit bureaus in compliance with Consumer Data Industry Association (CDIA), Fair Credit Reporting Act (FCRA), and other regulatory credit agency guidelines on behalf of clients, investors, and insurers
- Script loan event exceptions to mitigate credit bureau reporting inaccuracies
- Investigate, analyze, research, and resolve direct and indirect credit bureau disputes in writing or via Automated Credit Dispute Verifications (ACDVs) in comparison to industry standards (Metro 2 Format ) for credit reporting, and in compliance with Selene’s own company policies for accurate credit reporting
- Submit updates and/or corrections to credit reporting agencies when required to resolve inaccuracies
- Manage MSP team task queues to ensure tasks are worked and closed within established guidelines
- Update loan events based on credit-related account activity changes (e.g., death, modifications, foreclosure, short sales, natural disasters, bankruptcy, assumptions, etc.)
- Audit loan populations to identify training gaps, reporting inaccuracies and servicing trends
- Report service industry issues to Black Knight, team, and senior leadership to minimize credit bureau reporting errors
- Conduct self-directed research to identify new methodologies and technologies to enhance process efficacy
- Monitor loan maintenance for loss mitigation, natural disaster, COVID-19, and Servicemembers Civil Relief Act (SCRA) workout options.
- Enter data, generate reports, and produce tracking documents
Reporting Analyst Senior
Rocket Mortgage (FKA Quicken Loans)
05.2020 - 03.2022
- Reported all serviced loans accurately to the credit bureaus in compliance with the Consumer Data Industry Association (CDIA), Fair Credit Reporting Act (FCRA), and other regulatory credit agency guidelines on behalf of clients, investors, and insurers
- Investigated, analyzed, researched, and resolved direct and indirect credit bureau disputes in writing or via Automated Credit Dispute Verifications (ACDVS) in comparison to industry standards (Metro 2 Format ) for credit reporting, in addition to Rocket Mortgage’s own company policies for accurate credit reporting
- Submitted updates and/or corrections to credit reporting agencies when required to resolve inaccuracies
- Opened/closed Luna work items for assumptions, repurchased loans, and invalid/redeemed foreclosures
- Managed MSP task queues for team to ensure tasks were worked and closed within the required guidelines
- Updated loan events based on credit-related account activity changes (e.g., death, modifications, foreclosure, short sales, natural disasters, bankruptcy, assumptions, etc.)
- Audited loan populations to identify training gaps, reporting inaccuracies and servicing trends
- Reported service industry issues to Black Knight, team, and senior leadership to minimize credit bureau reporting errors
- Monitored loan maintenance for loss mitigation, natural disaster, COVID-19, and Servicemembers Civil Relief Act (SCRA) workout options
- Facilitated continuous training to stay abreast of regulatory guidelines, policies, and procedures to minimize reporting errors and fraud/identity theft
- Collaborated with training team to update and/or create new-hire credit reporting overview materials.
- Continuously assessed current reporting techniques and developed improvements to boost accuracy
- Served as subject matter expert in credit bureau reporting, providing guidance and support to change management processes as required
Reporting Specialist/ Reporting Analyst
Rocket Mortgage (FKA Quicken Loans)
07.2018 - 05.2020
- Reported all serviced loans accurately to credit bureaus in compliance with Consumer Data Industry Association (CDIA), Fair Credit Reporting Act (FCRA), and other regulatory credit agency guidelines on behalf of clients, investors, and insurers.
Natural Disaster Single Point of Contact (SPOC)
Rocket Mortgage (FKA Quicken Loans)
10.2017 - 07.2018
- Furnished emergency resources for clients affected by natural disaster
- Managed insurance loss claim process for clients and third-parties
- Bolstered loss mitigation retention workout options to mitigate property non-retention
- Addressed internal client and third-party loss mitigation inquiries based on investor guidelines
- Resolved payment, escrow, payoff, and insurance claim research
- Maintained MSP task queue to complete required loan maintenance within required guidelines.
Client Advocate
Rocket Mortgage (FKA Quicken Loans)
09.2015 - 10.2017
- Resolved servicing inquiries related to mortgage statements, payoffs, payments, escrow, mortgage insurance (MI), and private mortgage insurance (PMI)
- Protected the integrity and perception of Quicken Loans with each client interaction
- Identified process improvements to work more efficiently and productively
- Managed internal client inquiries via calls and emails
- Consistently exceeded ISM Assurance evaluations with 95% or greater by championing the client experience
- Bolstered Quicken Loans volunteer initiative as Volunteer Captain
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns
- Educated clients on available technology, resources, guiding them through processes to achieve desired outcomes more efficiently
- Managed escalated cases effectively by working closely with cross-functional teams, leading to successful resolutions and satisfied clients
4G LTE Data Project Lead
OnStar and AT&T partnership
11.2014 - 08.2015
- Collaborated on marketing, sales, training, and process implementation strategies as project lead for internal Global Connected Consumer (GCC) and 4G LTE carrier partnership with AT&T
- Managed AT&T data refund claims process in compliance with partnership agreement guidelines
- Identified internal/external system defects related to customer experience in data lifecycle
- Collaborated with cross-functional teams to ensure seamless integration of the AT&T project components
- Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary
- Ensured compliance with industry standards and regulations, maintaining project integrity and client trust
- Maintained open communication by presenting regular updates on project status to AT&T
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
Finance/Revenue Management, Compliance Reporting Analyst
Aerotek Contract /General Motors (GM) OnStar
11.2011 - 08.2015
- Analyzed, tracked, and monitored revenue outflow via spreadsheets and various reporting tools to proactively mitigate revenue loss/leakage and fraud
- Prepared weekly, monthly, quarterly, and annual reports to evaluate the overall exposure to revenue loss/leakage and fraud claims
- Supported General Motors’ Internal Controls/Process Risk Management (PRM) by conducting internal audits for high-risk areas to identify processes gaps, security breaches, potential financial loss/exposure, regulatory compliance, turnover of key personnel, system/technology changes, and significant procedural changes with vital business activities
- Validated process modifications and imposed action plans as required
- Enforced Call Center compliance by monitoring behavior trends within various workgroups and report fraudulent activity to senior leadership
- Conducted internal investigations and audits to validate reported advisor fraud claims
- Steered training initiatives for new technology deployment, new trends, process implementation, workarounds, and fraud awareness
- Investigated subscriber/non-subscriber credit card dispute cases from various workgroups with appropriate follow-through to champion the overall customer experience
- Participated in multiple test cases to support pre-launch validation of the Global Advisor Application (GAA) and Billing Revenue Management (BRM) in 2012
- Collaborated on the 4G LTE carrier partnership pre-launch strategy with the internal Global Connected Consumer (GCC) team and AT&T from 2013-2014; Assisted in the development of marketing, sales, training, and process implementation for the 2014 Retail Data Sales launch for 2015 Gen10, WI-FI equipped vehicles.
- Improved decision-making processes, providing senior management with detailed analysis and actionable insights
- Maintained database systems to track and analyze operational data
- Evaluated customer needs and feedback to drive product and service improvements
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
Education
Master of Arts - Business Management
University of Phoenix
SouthfieldSkills
- AACER
- e-OSCAR
- LexisNexis
- LUNA
- Microsoft Office Suite
- PACER
- Passport SQL
- Power BI
- Sagent
- Critical Thinking
- Credit Bureau Reporting Regulatory Compliance
- Customer Service Champion
- Data Accuracy, Integrity and Security
- Detail-Oriented
- Fraud Investigations
- Problem-Solving
- Process Improvements
- Reporting and Documentation
- Relationship Building
- Root Cause Analysis
- Time Management
Timeline
Credit Bureau Reporting Coordinator
Selene Finance LP (Pretium)
10.2022 - Current
Reporting Analyst Senior
Rocket Mortgage (FKA Quicken Loans)
05.2020 - 03.2022
Reporting Specialist/ Reporting Analyst
Rocket Mortgage (FKA Quicken Loans)
07.2018 - 05.2020
Natural Disaster Single Point of Contact (SPOC)
Rocket Mortgage (FKA Quicken Loans)
10.2017 - 07.2018
Client Advocate
Rocket Mortgage (FKA Quicken Loans)
09.2015 - 10.2017
4G LTE Data Project Lead
OnStar and AT&T partnership
11.2014 - 08.2015
Finance/Revenue Management, Compliance Reporting Analyst
Aerotek Contract /General Motors (GM) OnStar
11.2011 - 08.2015
Master of Arts - Business Management
University of Phoenix
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