Experience

ServiceMac, LLC

• United States
• Financial Services
• 200 - 300 Employee

• Operations Manager Cash

  • Jul 2022 - Present

  Service Mac - (Vendor Homepoint Financial) Operations Manager – 7/11/2022 to current • Manage daily operations for Cash department, includes management of Loan Payoff funds processing, Wire and ACH transfer, Loan Modification posting, Liquidation posting, and claims funds posting. • Manage and provide leadership to onshore and offshore fully remote teams and ensures daily goals are met for service level agreement • Ongoing review and update of procedu • Effectively manages accounting reports to ensure all cash postings are reconciled and suspense funds are applied timely and unidentified funds are returned timely • Conducts staff meetings daily and conducts one on one performance discussions monthly to ensure department and staff goals are consistently met • Works well with staff and management and builds rapport and partnership with leaders in other departments to help understand and achieve goals Show less



Homepoint Financial Services

• Director - Cashiering/Payoffs

  • Jan 2021 - Jun 2023

  • Manage daily operations for payoff department which includes payoff loan quotes and payment of wires and certified funds to payoff mortgage loan accounts • Supervises and provides leadership to virtual(remote), domestic, and offshore teams and consistently meets daily SLA goals for wire payments and quotes • Conducts daily meetings, and monthly One on Ones with virtual staff to ensure on track to meet assigned goals • Works well and builds a rapport with other departments to achieve objectives • Effectively manages accounting reports to ensure account reconciliation of suspense funds and payment clearing account Show less



CoreLogic

• United States
• Information Services
• 700 & Above Employee

• Operations Manager

  • Jul 2013 - Aug 2019

  • Managed daily operations of payment activity cycles for a 6 million plus loan portfolio with average monthly payments of 400K • Supervised and provided leadership to virtual and domestic teams and offshore teams and met and exceeded assigned service level requirements • Conducted weekly team meetings and monthly One on Ones with staff and provided feedback on their progress to goals • Developed reporting and tracking for the accuracy and completion of processes within scope of duties for mass payment wires and manual payments, email inquiries and resolution, suspense cash reports, refunds/deposits to escrow and corporate accounts, and research of misapplied payments • Escalation point of contact for client inquiries as well as 3rd party complaint and questions regarding problem payments and resolution • Planned and implemented on going processes for loan acquisitions and loans being service release • Oversaw and tested several system conversions for update to various payment platforms • Provided mentoring, training, coaching and development, counseling, performance evaluations, and staff selection through interview and hire • Worked closely with global risk team to create and document processes for standard operating procedures Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• AVP, Unit Manager

  • Sep 2009 - Jun 2013

  • Managed daily operations for several processes within the Disbursement Services group which included Escrow Tax Payments, Mail Correspondence, and Document Scanning and Retention• Supervised and provided leadership to virtual and domestic teams as well as offshore teams and met and exceeded service level requirements• Conducted daily briefs with supervisors and monthly one on ones to assigned staff to provide feedback on progress to goals• Oversight included the completion and accuracy of property tax payments via wire and manual payment, internal mail sort and prep for delivery of mail both inbound and outbound, and document scanning of correspondence and property tax bills for automated payment• Site point of contact for Disbursement Services• Created and maintained monthly metric reporting for Senior Management• Provided mentoring, training, coaching and development, counseling, performance evaluations, and staff selection through interview and hire • Built and maintained relationships with outside vendors as well as internal customers Show less

• Team Manager

  • Sep 2004 - Sep 2009

  • Supervised daily operations by leading and facilitating workflow activities of staff• Conducted weekly team meetings and monthly One on Ones with staff and provided feedback on their progress to goals• Maintained quality and production to ensure maximum performance• Monitored payment activity cycles to ensure timeliness and accuracy of payments to meet service levels and avoid financial loss to the company• Held team meetings, trained, mentored staff, one on one monthly discussions and performance evaluations and provided leadership and support to keep team on track to meet performance goals• Built and maintained relationships with outside vendors as well as internal customers. Show less



Countrywide Home Loans

• Procurement Tech III

  • Apr 2002 - Sep 2004

  • Procurement of real estate taxes • Escrow payment and parcel research • Research and resolution of payments and 3rd party complaints and inquiry • Procurement of real estate taxes • Escrow payment and parcel research • Research and resolution of payments and 3rd party complaints and inquiry