Nicole Evans

Manages the day-to-day operations of loan servicing department, including:

• Staff supervision: Oversee the staff, provide direct support, and coordinate coverage.
• Compliance: Ensure compliance with bank policies and regulatory requirements.
• Efficiency: Work to improve procedures and maximize operational efficiency.
• Special projects: Take on Special projects within the department.
• Customer service: Support other departments to resolve complex customer service issues.
• Reporting: Oversee the accuracy and timeliness of vendor reporting.
• Participate in projects as needed.

• Evaluated loan requests and documents to verify accuracy and completeness.
• Independently conduct full comprehensive audits and enforce repurchase of Mortgage loans that fail origination and servicing audit reviews based on Traditional, Government, Fannie Mae Guidelines.
• Produce and track Summary reports for Participating Financial Institutions (PFIs) and MPF Banks active in MPF Program.
• Act as liaison/customer support between MPF Member Banks and Participating Financial Institutions.
• Improved Operations by working with team members and customers to find workable Solutions.
• Escalated identified risk issues, challenges and trends to senior management, delivered risk-related documents for audit and regulatory exams.
• Submission of expense reimbursement via LoanSphere Invoicing.

• Assisted in opening Mortgage Help Centers in 13 States and operating them to full capacity.
• 80% travel to all 13 states for months at a time.
• Oversight of facilities (Mortgage Help Centers).
• Escalating and follow-up of urgent matters submitted by Servicers.
• Assisted Servicers in working to keep delinquency down.
• Decision non delegated loans that require investor approval through FNMA HSSN system.
• Spearheaded reinventions of various departments to maximize productivity.
• Established, enforced and updated policies keeping business agile and responsive to changing market conditions.

• Oversee Servicers direct input to Fannie Mae loss mitigation systems/processes at specific Servicer locations.
• Default Servicing with focus on Loss Mitigation.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Developed cost-savings and new solutions to existing problems through persistent research and innovation.
• Conduct outreach to local community leaders and progressive organizations and assisted with local and regional on-site events.
• Improved operations by working with team members and customers to find workable solutions.
• Performed site evaluations, customer surveys and team audits as part of quality assurance program.
• Achieved mutual agreements and clear up miscommunications by working with all parties to reach win-win solutions.

• Negotiating to reduce loss on Short Sale and/or Deed in Lieu.
• Provide Foreclosure Alternatives to homeowners that experience temporary or permanent hardships (Modifications, Forbearance Plans, Repayment Plans or Liquidation Options).
• Working with Vendors/third party throughout the Loan Servicing Process.
• Generated reports detailing findings and recommendations.
• Developed effective improvement plans in alignment with goals and specifications.

• Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
• Promoted financial products by maintaining excellent service offering knowledge.
• Networked to increase client base and encourage existing clients to expand financial portfolios.
• Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
• Reconciled customer accounts and balanced daily transactions.

• Responsible for distributing less lethal and lethal ammunition to Federal Government, various military branches and Police Officers.
• Responsible for distributing bulletproof vest, Bomb Suites and other Defense Equipment for various departments.
• Filled orders for defense materials.
• (Material)-Responsible for testing Defense Technology weapons on testing fields.
• Liaison between customers and retail buyers to expedite orders and meet customer demands.
• Prevented key account losses by researching discrepancies for corrective action.
• Delivered high level of service and support to each customer, paving way for future business opportunities.
• Setup and activate customer accounts.
• Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
• Greeted customers to facilitate services, determine service needs and accurately input orders into company systems.

• Work Judicial and Non-Judicial foreclosure states.
• Prepared bidding instructions for upcoming foreclosure sales.
• Processed transfer of loans that reported BK filing during the foreclosure process.
• Preparing files for Sheriff/Trustee Sales.
• Established appropriate current foreclosure statuses of assigned accounts and designed proper disposal codes.
• Responsible for saving charge-offs.
• Responsible for Deed in Lieu workouts, reinstatement and judgement affidavits.
• Responsible for meeting Foreclosure Timelines.
• Acquired necessary data from various sources including lien information and credit bureau history.
• Reviewed Title Search/Reports.