Nicole Evans

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

• Directs and oversees all retention and liquidation work-out matters and asset management on owned and serviced portfolios.
• Conducts annual performance reviews of default and asset management.
• Leads, coaches, and directs activities of all teams and team members supporting default servicing and asset management functions of the company.
• Manages escalation processes for default servicing and asset management functions to ensure effective and timely decision making.
• Provides oversight and guidance on of all functions including planning, coordinating, staffing, and reporting to support business goals and requirements.
• I personally handle default reporting for GSEs.
• Participates as a member of management in strategic planning and portfolio reviews.
• Advises line of business leaders on policy and procedure requirements.

• Independently conduct full comprehensive audits, evaluations of loan files and servicing activities.
• Produce and track summary reports for Participating Financial Institutions (PFIs) and MPF Banks active in MPF Program.
• Enforce repurchase of Mortgage loans that fail origination and servicing audit reviews based on Traditional, Government, Fannie Mae Guidelines.
• Track progress of Members performance and educate Members on servicing guidelines.
• Act as liaison/customer support between MPF Member Banks and Participating Financial Institutions.
• Provide guidance to ensure mortgage loans are serviced in accordance with company policies and procedures.
• Encourage teamwork, professionalism and high morale throughout department and bank.
• 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 programs.
• Created agenda materials and communications for team meetings.
• Escalated identified risk issues, challenges and trends to senior management, delivered risk-related documents for audit and regulatory exams.
• Consistently provided exceptional service to customers and stakeholders.
• Developed cost-savings, new solutions to existing problems through persistent research and innovation.

• Assisted in opening Mortgage Help Centers in 13 different states and operating them to full capacity.
• 80% travel to all 13 states for months at a time.
• Oversight of facilities (Mortgage Help Centers).
• Responsible for escalation and follow-up of urgent matters submitted by Servicers.
• Responsible for assisting 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.
• Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
• Established, enforced and updated policies keeping business agile and responsive to changing market conditions.
• Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
• Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
• Work directly with Non-Profits in each Mortgage Help Center to deliver retention and liquidation options to our Homeowners.

• Oversee Servicers direct input to Fannie Mae loss mitigation systems/processes at specific Servicer locations.
• Default Servicing with focus on loss mitigation.
• Evaluated Servicers operational compliance and/or operational strength.
• Created agenda materials and communications for team meetings.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
• Developed cost-savings and new solutions to existing problems through persistent research and innovation.
• Escalate identified risk issues, challenges and trends to senior management and delivered risk-related documents for audit and regulatory exams.
• Consistently provided exceptional service and attention to customers and stakeholders.
• Conducted 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 cleared up miscommunications by working with all parties to reach win-win solutions.

• Negotiating to reduce loss on Short Sales and/or Deed In Lieus.
• Provide Foreclosure Alternatives to homeowners that experience temporary and/or permanent hardships (Modifications, Forbearance Plans, Repayment Plans, Short Sales, DIL.
• Interacting directly with Investors (FNMA , Freddie Mac & Asset Loans) in resolution to loans in default.
• Negotiate with Realtors, Attorneys and third parties on best contract offer on property to determine if Investor will accept less than what is owed based on Fair Market value (Short Sales).
• Resolving delinquent accounts that are in foreclosure.
• Ordering Brokers Price Opinions and/or Appraisals to complete workouts to be submitted and decision by Investor.
• Working Retention Claims and reviewing Title for Deed In Lieu files to ensure there are no judgments or liens against property before submitting files to Investor for their decisions.
• Working up and recommending Special Forbearance, Modification or Repayment Plans.
• Experience in HSSN (FNMA) and Workout Prospector (Freddie Mac)

• Improved decision making by using current data on market conditions and individual financial situations.
• Performed cash and check balancing to verify all daily and monthly cash accounts for accuracy.
• Provided clients with budget management and financial guidance.
• Devised targeted solutions for various customers, including deposit, lending and investment services.
• Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
• Helped customers open and close accounts, apply for loans and make sound financial decisions.
• Expanded customer relationships by maintaining regular follow-up processes and rapport with each customer.
• Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
• Developed highly effective teams to support branch operations and cultivate customer satisfaction.

• Responsible for distributing less lethal and lethal ammunition to Federal Government, various military branches and Police Officers.
• Responsible for disturbing bulletproof vest, Bomb Suites and other Defense Equipment various departments.
• Filled orders for defense materials.
• Provided Secret Service with proper protection one would need in regards to armored cars and Air Force One.
• (Material)- Responsible for testing Defense Technology weapons on testing fields.
• Liaised 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.
• Set up and activated customer accounts.
• Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
• Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.

• Experience with Judicial and Non-Judicial states foreclosure.
• Prepared bidding Instructions for upcoming foreclosure sales.
• Interaction with foreclosure Attorneys in multiple states.
• Processed transfer of loans that reported BK filing during foreclosure process.
• Preparing files for Sheriff/Trustee Sales.
• Responsible for Deed In Lieu workouts, reinstatement and Judgment affidavits.
• Ordering Property Values.
• Responsible for completing foreclosure process based on state guidelines.
• Reviewed financial documents to verify accuracy or acquire necessary information.
• Assisted attorney in title search operations and checked all title issues in coordination with supervisor.
• Established appropriate current foreclosure statuses of assigned accounts and designed proper disposal codes.
• Compiled and reviewed litigation paperwork to facilitate foreclosure process.
• Researched discrepancies in foreclosure documents and loan agreements.
• Prepared charge of requests on loans resulting in deficiency balance.
• Acquired necessary data from various sources including lien information and credit bureau history.
• Monitored progress of defaulted loans in foreclosure courts across United States.
• Analyzed and designed strategies to minimize all losses via management of attorney and enhanced better foreclosure processes.
• Answered office phone calls and emails to direct customers and answer questions.