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Disaster Management Analysis : Vendor Risk Management

Satisfactory Essays

Continued to experience exceptionally strong REO key metric performance with most ratings in the strong "on plan" or "above plan" range. Many of these metrics have not hit these levels in the last 7 years. Positive performance was impacted by: lift from an unseasonably warm winter allowing homes to be placed on the market faster; robust new sales activity from an earlier Spring selling season; and strong portfolio and asset level sales strategies.
Successfully completed the third and final joint Business Continuity Plan testing with Common Securitization Solutions (CSS) as part of our Vendor Risk Management assessment. The test required CSS to redirect their east coast operations and servers to their west coast operations center, and …show more content…

Collaborated with the Cash, Sales and Corporate Marketing teams to ensure accurate ACH drafts and external communications were clear, transparent and effective after four unique fee/fee adjustment issues in the May billing cycle caused 32,944 defects across 300 Sellers.
Implemented new Technology Alert Notification process in conjunction with Customer and Operational Services leadership and Performance Management for system outages. This will allow for faster information sharing with critical business partners on application performance issues (Loan Product Advisor, Selling System, SAFE, etc.) and improve customer communication.
Coaching - "How Could It Be Better Approach". Weekly 1:1 coaching listening to recorded calls from CSAT, reviewing CSAT feedback with open dialog for self-improvement increasing customer satisfaction and experience. New coaching implemented carrying out Servicing CSAT "Go To Green" plan.
Resolved a Cash Gfee deletion resulting in $178k in refunds across 105 Cash Sellers.
A Cash Guarantee fee grid was inadvertently deleted which impacted customers and their need to get the correct pricing, impacting 105 cash sellers and resulting in a $178,000 refund when resolved. IT is continuing a root cause analysis on the issue
Developed a monthly query to identify loans delivered with the Investor Feature Identifier (IFI HO4) on condos with LTV >75%, saving $1.6M annually in delivery fees incorrectly waived.
Developed a monthly query to

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