PAMELA P. NAVE
Chapin,SC
Summary
Client Manager dedicated to assisting account executives and operational teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Skilled liaison to partner with clients in navigating the client facing webportals. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
16
16
years of professional experience
Work History
Project Manager
Kind Lending
Santa Ana, CA
04.2022 - 08.2022
- Identified plans and resources required to meet project goals and objectives.
- Fostered relationships with joint venture to promote positive working relationships.
- Provided management for internal personnel, contractors and vendors.
- Managed projects from procurement to completion.
- Developed and initiated projects and monitored performance.
- Modified and directed project plans to meet organizational needs.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Worked with internal partners to build/launch the PMO
Senior Client Manager
Milestone Consulting Group Inc
Ft. Lauderdale, FL
10.2019 - 04.2022
- Retained by CoreLogic to build client relationships and increasing revenue
- Doubled revenue in 4Q 2019 by process improving existing client, Shellpoint Mortgage Servicing
- Maintained growth 1Q 2020 seeing 61% increase over previous year
- Leveraged industry knowledge to assist existing clients with streamline process/product offerings
- Worked with Project Manager and Development team to build/refine/launch product offerings to meet client needs
- Reviewed existing platforms to assist Technology team with enhancements to expand system performance and meet industry standards
- Partnered with Operational Leaders to determine performance gaps and process improvement strategies
- Utilized reporting tools to strategically gather data and analytics to support client needs, proactively locate process challenges, identify pipeline trends and opportunities, and provide pertinent statistics to executive leadership
- Appointed as leader to streamline project with LoanCare to create a seamless collaboration between two independent business units to successfully meet client demands, increase revenue and reduce client churn on new business line
- On demand resource for Sales teams to provide historical insight for prospective clients
- Recruited and trained new Client Services personnel to support growth and additional product lines
- Owned all client leadership calls to maintain relationship, identify revenue potential and provide written documentation to all lines of business
- Experienced and privileged to support all clients, internal partners and offshore vendors regardless of time zones.
Senior Account Executive
Nationwide Title Clearing, Inc
Palm Harbor, FL
03.2016 - 09.2019
- Brought Bank of America and Capital One to NTC as new clients, resulting in over $10 million in revenue in the first two years
- Worked with dual technology teams to build the system-to-system integration for Bank of America
- Created work streams and reporting for Capital One lien release and collateral files
- Assumed leadership role with Fannie Mae Capital Markets to streamline reporting, audits and inventory of collateral files
- Expert in chain restoration, state and county-specific requirements, mortgage assignments, lost assignment affidavits, collateral review, and audits
- Excel in building client relationships and finding process improvements that create client confidence and increase revenue
- Extensive, nationwide travel to work with leadership and production teams to migrate systems and logic into real business opportunities within client environments.
Client Services Manager
CoreLogic, Inc
Columbia, SC
02.2014 - 02.2016
- Professional Honors: CoreLogic Excellence Award (CEA) recipient – pinnacle award to acknowledge employees who continually go above and beyond to drive strategic results, put clients first, and foster ownership, collaboration and a sense of community across the global organization
- Managed Tier 1 clients (e.g
- Bank of America, Capital One, JP Morgan Chase, CitiMortgage, and Cenlar)
- Established, maintained and enhanced relationships between CoreLogic and all clients
- Within a seven-month period, increased internal compliance scores from 67% to 98% by troubleshooting and eliminating process inefficiencies, resulting in increased client contract renewal
- Streamlined customer service protocol, reducing email traffic by 60%
- Developed automated reporting structures, reducing 20 hours weekly in manual efforts
- Page 2
- Identified system failures and processing challenges, preventing thousands of orders from missing compliance deadlines and client penalties
- Worked with sales team to meet deliverables and showcase untapped revenue opportunities
- Organized and executed plans to ensure mutual profitability and attain bottom-line goals
- Built a trust liaison relationship between—and acted as advisor to—CoreLogic and clients, creating opportunities for all parties
- Trained, mentored, and guided all members of client engagement team to excellence
- Developed process-improvement initiatives that successfully merged clients’ internal workflows and CoreLogic product lines
- Managed all project work from the initial client executive leadership meeting to final deliverables within operations
- Worked with operations leadership to identify and resolve process challenges
- Collaborated with multiple divisions and platforms within CoreLogic global organization to create customized resolutions to challenging client projects
- Consulted on RFP (Request for Proposal) presentations and negotiations
- Consulted on contract negotiations and pricing
- Participated in senior leadership budget development
- Developed the CRT (Critical Response Team) to strategically engage in product knowledge, issue resolution, and high-skill industry knowledge for superior client support
- Nationwide travel to engage executive client leadership.
Senior Customer Service Representative
CoreLogic/First American
Chapin, SC
06.2008 - 02.2014
- Established and maintained professional working relationship with all clients and served as liaison between client corporations and First American
- Tracked client orders to ensure accuracy and meet contractual deadlines
- Monitored dashboards and channeled problem cases internally for compliance
- Created and implemented different projects to meet client needs relative to systematic compatibility
- Processed client queries on specific cases, rush requests, product offerings, billings and system use and training
- Effectively communicated client issues to management when necessary for resolution
- Scheduled all conference calls and maintained accurate records for protocol justification
- Worked with all departments to track, maintain, and route client work
- Maintained and delivered accurate reports as requested by management
- Assisted sales team in meeting client needs and project expectations.
Critical Review Analyst
Netbank, Inc
Columbia, SC
07.2005 - 07.2007
- Reviewed and analyzed closing and underwriting documents to ensure investor eligibility requirements and prepare loans for shipping to investors
- Expert knowledge of requirements for Conventional, FHA, and VA loans
- Entered critical pooling and banking information into Loan Origination System (LOS) to ensure accurate securitization of collateral
- Prepared loans for funding or reconciliation under tight deadlines
- Boarded loans on servicing system accurately and timely
- Set-up problems identified during review within document tracking system for follow-up by liaisons.
Education
Psychology/Business Administration -
University of South Carolina
Columbia, SC1981
Skills
- Team Building
- Decision-Making
- Flexible and Adaptable
- Active Listening
- Analytical and Critical Thinking
- Excellent Communication
Timeline
Project Manager
Kind Lending
04.2022 - 08.2022
Senior Client Manager
Milestone Consulting Group Inc
10.2019 - 04.2022
Senior Account Executive
Nationwide Title Clearing, Inc
03.2016 - 09.2019
Client Services Manager
CoreLogic, Inc
02.2014 - 02.2016
Senior Customer Service Representative
CoreLogic/First American
06.2008 - 02.2014
Critical Review Analyst
Netbank, Inc
07.2005 - 07.2007
Psychology/Business Administration -
University of South Carolina
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