Sunshine Proctor

Responsible for implementing processes and procedures for the preservation department of a new company. Building a team and relationships between client and the field network

• Manage all incoming volume for preservation portfolio. Monitor work order timeframes, conveyance timeframes as well as all escalated issues
• Review of all potential losses and liabilities as presented by either client or investor/insurer
• Direct POC for Clients leadership
• Monitor performance of both internal team members as field network

Served as Department Head overseeing two separate business units. Consisting of team members located in office as well as remote and offshore.

Quality Control-Operations

• Responsible for review of all returned results from third party vendor for accuracy and compliance with client SLA and investor/insurer guidelines. Consistently met internal monthly KPI of 97% higher on internal audits with 98%-99% accuracy.
• Maintain both internal and external turn times for completion. Consistently met internal quarterly KPI of less than 3-day turn time average.
• Determination of payment to third party vendor and accurate invoicing to client based on client SLA and investor/insurer guidelines
• Review and processing of AP/AR reports for accuracy and submission to clients and vendors

High Risk and Compliance

• Focus on identifying areas of risk to reduce or eliminate company or client loss.
• Communicate with other business units, implement strategies to reduce identified risk and company loss.
• Formulate response, follow through to resolution, on all potential liabilities or losses as presented by client or investor/insurer.

Both departments required daily coordination of operations according to company objectives, effectively allocating resources to meet demands. Responsible for reviewing, identifying and prioritizing strategic initiatives, providing quarterly business unit reviews and presenting to highest senior level management. Provided oversight to third party vendors and offshore business partners. Additionally responsible for creating, documenting and implementing all departmental policies and procedures to ensure compliance with internal KPI's, client SLA's and investor/insurer servicing guidelines.

Managed a department consisting of 40+ team members located onsite at client site as well as home office.

• Client Management-responsible for direct client communication and overall company performance for largest clients mortgage default servicing portfolio. Fostered client/vendor relationship
• Provided immediate support to client on all escalated items
• Responsible for ensuring portfolio managed in adherence to investor/insurer guidelines as well as client SLA's
• Maintained clients default mortgage portfolio from confirmed vacancy to final disposition.
• Managed all liabilities and losses to resolution as presented by client and investor/insurer