melissa hill

* Facilitate and Manage auto finance collections training for all stages of delinquency. * Manage a three week new hire full time classroom training curriculum to an average group of 15-20 new employees. * Mentor new trainers on curriculum, technique, classroom management, and measuring performance. * Develop objective based modules and facilitators guides to support classroom training. * Partner with management from the production floor to identify skill gaps and increase productivity. * Conducted refresher training sessions for existing employees on topics such as problem solving and negotiation skills, FDCPA adherence, opening and closing, avoiding escalated calls, increasing quality scores, etc.

* Support the design, development, and execution of various projects including Foreclosure Look Back Review, FHA 601 Claims, Portfolio Management, Servicing Acquisitions, SS/DIL Oversight Programs, QA, etc. * Lead site visits with potential clients, assist Business Development with RFP Responses, seek out new partnerships based on current opportunities within the industry, and oversee SOW to project completion * Manage end to end HAMP Team that includes Underwriters, Pre Closers, and Processors responsible for modification consideration based on MHA Guidelines * Perform audits within servicing organizations on behalf of the investor to measure effectiveness of business controls and identify risk based on compliance standards * Manage multiple projects to ensure profitability for Retreat while exceeding clients expectations by maintaining a daily focus on recruiting, resource alignment, P&L oversight, setting expectations, and strengthening client relationships at all levels

* Managed Collections and Loss Mitigation Solicitation Call Center for all Mortgage and Consumer loans 30+ days past due in the MGC portfolio * Introduced performance based collections and coaching which improved team median performance between 15-25% in all delinquency levels. * Decreased the number of abandon calls by more than 2000 the first month and within 60 days managed that number to an average of less than 3%. * Reduced Delinquency in the 30 and 60 day bucket the first month with improvements to the IVR and call routing script. * Managed queue productivity and worked with Managers to establish daily, weekly, and monthly goals tied to department metrics. * Projected delinquencies to maintain consistency with our staffing capacity plan and meet service level. * Established the Consumer Team with the conversion of a large auto portfolio. * Managed the servicer selection, contract negotiations, and conversion of 5000 Consumer Loans from an acquisition to a third party servicer.

Managed the Customer Relations Department which handled all MGC correspondence including research, response, and tracking. Total Responsibility in managing over 2000+ pieces of incoming correspondence per month including approximately 25 Presidential Escalations including inquiries from the OTS, Attorney General’s Office, Borrower Attorney’s, and correspondence addressed to Executive Management. Within the first 60 days managed to reduce our number of items in violation of RESPA guidelines by closing more than 100 open items aged up to 9 months old.. Designed and implemented a system to track every piece of mail by date received and managed timelines daily to ensure SLA’s were met Implemented compliance approved form letters for the most common inquiries in order to cut down response time and maintain consistency. Management conducted Quality Assurance reviews on all free form letters to ensure they met business standards.