* Managed, trained and monitored a team of 15 phone representatives to maximize quality results. * Ensured quality team performance of approximately 200 customer calls per day. * Resolved escalated customer service/collection calls. * Maintained daily/weekly internal business reports on an individual and team basis. * Analyzed data from reports to establish monthly and quarterly team and departmental goals.

* Conducted monthly team meetings to review center performance and establish goals for ongoing performance improvement. * Created, documented and maintained tracking and reporting of QWR’s and Executive escalations. * Reviewed and signed off on all QWR and Executive escalation letters prior to the response and assisted with escalated customer issues. * Identified compliance issues that required follow-up or investigation. * Worked with servicing department leaders to review trends and drive corrective actions to reduce complaints. * Conducted interviews, compiled new hire training packets and monitored new hire development within the team. * Provided employee training on compliance related topics, policies, or procedures. * Disseminated written policies and procedures related to compliance activities. * Monitored daily, monthly, and annual productivity of associates. * Delivered positive reinforcing feedback and coaching to improve quality of written customer response.

* Managed and trained a team of 14 phone representatives on new government or company modifications and updated policies. * Monitored calls daily to ensure compliance with Quality Assurance guidelines, measured success in their collection efforts and devised solutions to cure delinquencies. * Maintained constant contact with foreclosure attorneys to prevent or move forward with sale dates along with resolving escalated modification, short sale, collection and foreclosure calls. * Supervised a separate collections team that handles NACA forbearance requests. * Maintained and created daily/weekly internal business reports and analyzed data to establish monthly/quarterly team and departmental goals. * Provided action plans to guide and monitor each individual agent to obtain daily/monthly goals.

* Met with customers to compile due diligence material (customer application, credit reports, and customer financials) for loans according to underwritten mortgage guidelines. * Educated, counseled and sold life insurance policies to be financed within the new or refinanced mortgage terms. * Handled all levels of mortgage collections and processed foreclosures within state guidelines. * Processed loan payments and reconciled accounts within client database.

* Coordinated employee benefits as Human Resources liaison. * Maintained and updated employee benefits database. * Answered the emergency line when pharmacists or HR representatives called to correct/update employee insurance information.

* Nationstar Mortgage (NYSE:NSM) offers servicing, origination, and real estate services to financial institutions and consumers. We are one of the largest servicers in the United States, with a residential mortgage servicing portfolio of over $390 billion in unpaid principal balance as of March 31, 2015. Nationstar's integrated loan origination business mitigates servicing portfolio run-off and improves credit performance for loan investors. Visit NationstarHoldings.com or NationstarMtg.com for more information about Nationstar and how we can serve all your mortgage needs. NMLS #2119This site is not authorized by the New York State Department of Financial Services. No mortgage loan applications for properties located in the state of New York will be accepted through this site