Sarah Hackler
Rockport
Summary
Dynamic professional with extensive experience at LoanCare, excelling in quality assurance and process improvement. Proven ability to enhance team collaboration and efficiency, while effectively analyzing data to drive operational success. Skilled in Microsoft Applications and adept at communicating complex concepts clearly, fostering a productive work environment.
Overview
15
15
years of professional experience
Work History
Special Products Administrator II
LoanCare
12.2024 - Current
- Review and evaluate requests related to special products for compliance and accuracy.
- Monitor SCRA deferments, fee reclassification, waivers, and interest rate cap reductions for loans in collaboration with legal teams.
- Complete and present quality control results for offshore vendor and onshore team.
- Assign workflows to team members, monitoring progress and completion.
- Facilitate training for new staff on policies and procedures related to special products.
- Provide support to team members and offshore vendor.
- Coordinate communication between departments to improve workflow and collaboration.
- Facilitate meetings to discuss project updates and address operational challenges.
- Assist Business Transformation with policy and procedure updates.
- Assist with letter mapping updates.
Special Loans Administrator I
LoanCare
11.2022 - 12.2024
- Provide support to team members and offshore vendor.
- Review and evaluate requests regarding Special Products.
- Complete and present quality control results for offshore vendor and onshore team.
- Process escalation requests with internal and external clients.
Customer Service Experience Specialist II
LoanCare
08.2020 - 11.2022
- Led task team, managing escalated tasks and callbacks to homeowners from LOB.
- Updated task team policies and procedures, developing new tasks and delivering training.
- Created reports for management review of workload and coaching opportunities.
- Assisted homeowners with inquiries and resolved complex account issues by collaborating with other departments.
Stay of Execution Officer
City of Aurora
11.2010 - 05.2019
- Established guidelines for Stay of Executions, ensuring legal compliance and effective case management.
- Converted fines to community service work program based on eligibility; prepared monthly activity reports and trained Court Case Management employees on new software and system upgrades.
- Interviewed defendants, gathering financial data; determined eligibility for payments of fines, probation, and court ordered classes.
- Presented informative sessions to judicial and attorney staff, enhancing understanding of case management processes.
Education
Loan Administration CMS-MBA -
Certificate
04-2025
High School Diploma -
Bear Creek High School
Lakewood, CO06-2002
Skills
- Quality assurance and controls for Special Products processes
- Process improvement
- Root cause analysis
- Data analysis
- Efficiency improvements
- Microsoft Applications
- Time Management
- Quick to learn and grasp new skills
- Team collaboration
- Team player
- Communicate effectively
Timeline
Special Products Administrator II
LoanCare
12.2024 - Current
Special Loans Administrator I
LoanCare
11.2022 - 12.2024
Customer Service Experience Specialist II
LoanCare
08.2020 - 11.2022
Stay of Execution Officer
City of Aurora
11.2010 - 05.2019
Loan Administration CMS-MBA -
Certificate
High School Diploma -
Bear Creek High School