Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robert "Pat" O'Neal, MBA

Fort Worth ,TX

Summary

Results-driven AVP with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing efficient operations.

Overview

10
10
years of professional experience

Work History

AVP, Client Delivery Team

Mr. Cooper
05.2020 - Current
  • Led performance enhancement culture by actively coaching and mentoring direct reports.
  • Helped add growth to company by striving for great relationships with current and prospective clients
  • Identified opportunities to improve business process flows and productivity.
  • Established performance goals for department and outlined processes for achievement.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Clarified roles, responsibilities and expectations of staff.
  • Interacted with team members across departments to research and resolve customer issues.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Verified basic needs are being met, providing navigation assistance for various benefits and available services.
  • Communicated business concepts and expected functional behavior to clients and other stakeholders.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.

AVP, Loss Mitigation and Special Servicing CDT

Mr Cooper
01.2017 - 05.2020
  • Managed up to six managers and 100+ call center agents
  • Led training sessions for our call center teams
  • Worked closely with workforce management and dialer teams to ensure an efficient and productive workforce
  • Reached out to borrowers to discuss current status and loan workout options.
  • Helped customers navigate options to maintain homeownership.
  • Discussed property liquidation options with customers.
  • Remained updated with latest information related to mortgage products and services being offered.

Manager - Special Servicing Loss Mitigation

Mr. Cooper
01.2014 - 01.2017
  • Managed numerous loss mitigation teams consisting of up to 20 direct reports/agents
  • Reached out to borrowers to discuss current status and loan workout options.
  • Helped customers navigate options to maintain homeownership.
  • Assessed customer's financial data to determine loan workout options.
  • Discussed property liquidation options with customers.
  • Assisted with short sales and deed in lieu processes.
  • Explained legal aspects of loan to borrower, as well as payment terms and clauses.
  • Trained

Education

MBA - Strategic Management

University of North Texas
Denton, TX
05.2017

BBA - Business Finance

Texas Tech University
Lubbock, TX
12.2008

Skills

  • Team Support
  • Group Activities
  • Client Rapport-Building
  • Team Goals
  • Corrective Actions
  • Performance Appraisal
  • Customer-Facing Communication
  • Best Practices and Standards
  • Strategy Development
  • New Hire Development
  • Complex Product Knowledge
  • Verbal and Writing Communication
  • Daily Client Contact

Timeline

AVP, Client Delivery Team

Mr. Cooper
05.2020 - Current

AVP, Loss Mitigation and Special Servicing CDT

Mr Cooper
01.2017 - 05.2020

Manager - Special Servicing Loss Mitigation

Mr. Cooper
01.2014 - 01.2017

MBA - Strategic Management

University of North Texas

BBA - Business Finance

Texas Tech University

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Robert "Pat" O'Neal, MBA