ROBERT JONES
Gilbert,Arizona
Summary
Successful Operations leader with 23 years of experience leading Performing and Default Mortgage Servicing Operations with a focus on GSE, HUD, and private servicing portfolios. Proven history of developing strategies to resolve operational challenges through continuous process improvement that drives strong business growth, increase client retention, and improve deliverables. Strong track record of identifying issues in business operations and implementing effective resolutions. Multiple successful implementations of new default programs, startup operations, and new technologies.
Overview
24
24
years of professional experience
Work History
Loss Mitigation Manager
Evergreen Home Loans
05.2023 - Current
- Managed Collections, Loss Mitigation and Claims functions.
- Created Passport queries to develop reporting to track and resolve past due activities.
- Resolved 110 aged Loss Mitigation closing issues in first 60 days
- Performed initial gap & needs analysis in first 30 days.
Loss Mitigation Manager
Cenlar FSB
10.2019 - 10.2022
- Implemented process improvements, and oversaw issue resolution for servicing deficiencies across FHA, VA, USDA, FNMA, FHLMC, and Private Investor portfolios
- Improved KPIs related to quality and timelines through enhanced reporting and process innovation
- Developed and implemented new streamline pandemic programs for FHA, VA, USDA, GSE & Private Investors
- Created client focused Special Servicing team to provide enhanced support and best in class portfolio management
- Developed and implemented Management Action Plans to address compliance and regulatory issues
Assistant Vice President of Default Services
The Money Source
10.2015 - 01.2019
- Developed and implemented strategy for Default Services including Collections, Loss Mitigation, Claims
- Supported the Foreclosure, Bankruptcy, Property Preservation, and REO departments
- Restructured Collections and Loss Mitigation departments across multiple sites to improve communication, expectations, compliance, and results
- Created monthly performance goals and feedback process
- Documented the Policy and Procedures, developed process to ensure “P&Ps” were maintained
- Increased Loss Mitigation production by 500+%, reduced delinquency, and increased customer satisfaction
- Eliminated past due claims and improved documentation and accuracy of claims
- Developed subservicing platform through a partnership with other senior leaders
- Boarded 3 private label subservicing clients between November 2017 and June 2018
Default Services Director
Green Tree Servicing
10.2011 - 10.2015
- Managed and oversaw Default Services Liquidation Department
- Implemented new Loss Mitigation servicing system for Liquidation workouts.
- Exceeded department goals month over month increasing closings by over 100%
- Became FNMA’s top STAR Servicer for liquidation efforts
- Created daily performance reports to better manage portfolio
- Restructured department into a production based environment.
Making Home Affordable Help Team Manager
Money Management International
09.2010 - 10.2011
- Developed and implemented data analysis process and team to provide daily reports from FNMA database
- Created new role to audit and control all outgoing correspondence from MHA Help department
- Identified, tracked, and resolved user generated database errors
- Implemented process improvements to streamline MHA help escalations process
- Reduced aged cases by 300%.
Vice President of Loan Resolution
Loan Resolution Corporation
12.2008 - 10.2010
- Directed all aspects of operations including: business development, client boarding, process improvements, technology development, training, and quality assurance
- Grew business by over 450% in first year through reorganization of resources, policy improvements, and development of new client relationships
- Oversaw organization as it grew from 8 employees to over 150
- Implemented Loss Mitigation call center through creation of IVR and implementation of new processes to provide better coverage and customer support
- Improved performance and service levels with the implementation of “LEADS” database
- Developed training department and quality assurance department to ensure highest possible level of service and compliance with state, federal, and client regulations
- Developed both company and client specific reporting to measure timeline management, portfolio management (workouts), and staff metrics and performance tracking
- Implemented processes for Making Home Affordable Modification Program, Making Home Affordable Foreclose Alternatives Plan and Fannie Mae Foreclosure Alternatives Plan.
Home Retention Contact Center Manager
Option One Mortgage
09.1999 - 06.2008
- Directed collection and loss mitigation call center operations for over 200 personnel distributed across multiple international locations
- Drove multiple continuous improvement initiatives to raise metrics across the board, including answer speed, number of monthly repayment plans, collected reinstatements, and abandonment rates
- Reduced staffing requirements by 15% by merging customer service, collections, and loss mitigation into one call center
- In an industry landmark move, established a loss mitigation call center in India
- Cut turnaround time from 15 to 3 days, reduced customer repeat calls, and improved customer service by designing a call center reinstatement process.
Education
High School Diploma -
Bellarmine Jefferson High School
Burbank, CABachelor of Science - Theology
Theos Bible College
Gilbert, AZ2025
Skills
- Executive Leadership
- Operations Management
- Project Management
- Business Strategy
- Control Testing
- Process Mapping
- Program Implementation
- Employee Development
- Vendor Management
- Continuous Improvement Initiatives
- Performance Management
- Regulatory Compliance
- Performing Servicing
- Collections
- Loss Mitigation
- Default Management
- Claims Management
Community Outreach
Local Food Bank Volunteer
January 2023 - Current
Feed my Starving Children
Midwest Food Bank
Philanthropy Committee Memeber
May 2023 - Current
Evergreen Home Loans
Timeline
Loss Mitigation Manager
Evergreen Home Loans
05.2023 - Current
Loss Mitigation Manager
Cenlar FSB
10.2019 - 10.2022
Assistant Vice President of Default Services
The Money Source
10.2015 - 01.2019
Default Services Director
Green Tree Servicing
10.2011 - 10.2015
Making Home Affordable Help Team Manager
Money Management International
09.2010 - 10.2011
Vice President of Loan Resolution
Loan Resolution Corporation
12.2008 - 10.2010
Home Retention Contact Center Manager
Option One Mortgage
09.1999 - 06.2008
High School Diploma -
Bellarmine Jefferson High School
Bachelor of Science - Theology
Theos Bible College
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