Sunnie Phomsouvanh
Burleson
Summary
Business Support Analyst with over 10 years of professional experience in default mortgage servicing, loss mitigation, and financial operations. I have a proven ability to evaluate moderately complex and variable issues to develop strategic initiatives, improve operational KPIs, optimize processes, mitigate risks, and automate workflows. I am eager to contribute my problem-solving, analytical, and leadership skills, along with cross-functional collaboration, to your organization to drive success with accountability and client satisfaction.
Overview
14
14
years of professional experience
Work History
Business Support Analyst II – Loss Mitigation
Fay Servicing, LLC
Farmers Branch
05.2022 - 03.2025
- Coordinated with legal, finance, IT and compliance teams to translate complex business requirements into scalable system solutions to support default servicing operations with focus on loan documentation, process optimization, risk mitigation and workflow automation.
- Developed user acceptance testing (UAT) cases and data mapping for the Back In The Black (BITB) platform to streamline loss mitigation processes, boosting efficiency by 30%.
- Designed sampling methodologies and audit dashboards utilizing advanced analytics to identify trends and mitigate risks effectively, reducing compliance exceptions by 41%.
- Maintained ad-hoc deliverables for state and investor audit exams to comply with regulatory compliance.
Business Support Analyst I – Loss Mitigation
Fay Servicing, LLC
Farmers Branch
04.2021 - 05.2022
- Developed and implemented workflows to fix loan documentation and process flow for loss mitigation while managing and mentoring a high-performing team in reviewing complex borrower cases by assessing financial hardship and recommending loss mitigation solutions.
- Integrated predictive analytics model to prioritize high-risk files, achieving a 30% reduction in underwriting turnaround time.
- Leveraged technology to automate workflows, reducing loan documentation processing time by 20%.
- Coordinated with legal, finance, and technology teams to streamline workflows, reducing handoffs by 60%.
Team Lead Loss Mitigation Underwriter
Fay Servicing, LLC
Farmers Branch
10.2016 - 04.2021
- Lead team of junior underwriters to evaluate loans for eligibility under various loss mitigation options based on investor, regulatory, and internal guidelines.
- Recognized for outstanding leadership with multiple performance awards in leading a 9-member team managing 3,200+ modification and forbearance cases annually.
- Review and analyze borrower loss mitigation packages for foreclosure alternatives, identify deficiencies, and issue appropriate approval or adverse action notices in compliance with applicable laws and investor requirements.
- Collaborate with internal teams to gather documentation and resolve issues efficiently and maintain accurate and up-to-date records in internal systems, including investor approval workflows.
Transaction Management Specialist
Ambit Energy
Dallas
08.2016 - 10.2016
- Partnered with IT and data teams to improve accuracy for recurring transaction errors in multiple market jurisdictions and implemented corrective actions.
- Conducted root-cause analysis on 1,100+ multi-state transactions, implementing fixes that improved accuracy to 98%.
- Analyzed daily usage data in market transactions and implemented best practices, reducing transaction errors by 25%.
Team Lead – Investor Reporting Analyst
Nationstar Mortgage
Coppell
09.2014 - 08.2016
- Responsible for managing GSE investor inquiries, balancing, reconciling, billing and remitting funds while maintaining investor relations and correspondence.
- Led a high-performing team to exceed investor service targets consistently.
- Managed monthly modification exceptions reports for FHLMC and FNMA, reducing exceptions by 60%.
- Conducted data analysis and reconciled custodial accounts.
Foreclosure Prevention Specialist
Nationstar Mortgage
Coppell
05.2011 - 09.2014
- Communicated directly with homeowners, attorneys, and housing counselors to facilitate timely resolution to avoid foreclosure.
- Reviewed customer hardship packages for retention options with an average modification workout approval of 32 per month.
- Performed skip tracing and background research to locate non-responsive borrowers, reducing no-contact by 50%.
Education
Bachelor’s - Interdisciplinary Studies
University of Texas At Arlington
Arlington, TX05-2009
Skills
- Risk and Regulatory Compliance
- Workflow optimization
- SQL
- Multitasking and organization
- Business process improvement
- Effective communication
- CRM systems
- User acceptance testing
- Data analysis
- Problem solving
- Attention to detail
- Microsoft Office Suite
Websites
Timeline
Business Support Analyst II – Loss Mitigation
Fay Servicing, LLC
05.2022 - 03.2025
Business Support Analyst I – Loss Mitigation
Fay Servicing, LLC
04.2021 - 05.2022
Team Lead Loss Mitigation Underwriter
Fay Servicing, LLC
10.2016 - 04.2021
Transaction Management Specialist
Ambit Energy
08.2016 - 10.2016
Team Lead – Investor Reporting Analyst
Nationstar Mortgage
09.2014 - 08.2016
Foreclosure Prevention Specialist
Nationstar Mortgage
05.2011 - 09.2014
Bachelor’s - Interdisciplinary Studies
University of Texas At Arlington