Manager Mortgage Servicing or Manager Mortgage Default Servicing

ERLA CARTER-SHAW 6253 NE 43rd Lane Road Silver Springs, Florida 34488 352-236-3577 [email protected] EXECUTIVE LEVEL: VP Default, Mortgage Loan Servicing, VP Mortgage Servicing Highly accomplished mortgage leader and adept administration and operations manager with expertise in driving critical servicing improvements, building key vendor and regulatory relationships and facilitating business development. Excellent problem solver able to streamline operations and manage technical advances to meet demanding requirements in mortgage industry. Liability Management Operational Audits Cross-Functional Team Leadership Profit Growth Strategic Planning Loan Administration Delinquency Management Technical Improvements Reporting Compliance Cost Avoidance Training & Development Key Business Development Continuous Process Improvements Vendor Relationships Servicing Operations Revenue Gain PROFESSIONAL SYNOPSIS TAYLOR, BEAN & WHITAKER, Ocala, Florida 2000-Present Major mortgage organization servicing conventional, FHA, VA, Rural Housing and MBS loans. Portfolio of $82B. Executive Vice President, Loan Administration/Post Closing Oversee operations and business development for Loan Administration, Post Closing and Default Departments with $80B portfolio of conventional, FHA, VA, Rural Housing and MBS loans. Direct all tactical planning and relationship building with key investors. Serve as leader and liaison to resolve issues, ensure regulatory compliance and develop staff. Proactively create training

and mentored 15+ managers to ensure crossdevelopment of staff in Servicing Operations and Quality Assurance and build effective operations. Manage outsourcing relationships and vendors for various services including areas of taxes, insurance, property inspections, foreclosure and bankruptcy. Plan and implement budget for Servicing Operations. Chair numerous in-house committees. Productivity Improvements Spearheaded improved servicing productivity and efficiency by 85% through innovative business plan development and implementation to attract and build vendor relationships and outsourcing. Streamlined operations and developed training and coaching programs for tri-state servicing team of 425 employees - increased productivity by 20% and employee morale by 80%. Forged servicing production increase by average of 150% annually from 2004-2009. Business Development Planned and managed start-up of 2 additional Servicing/Default Operation Sites in Cincinnati and Salt Lake City - improved customer relations and call times by 50%. Identified and established key business relationships with Fannie Mae, Freddie Mac and Ginnie Mae - created improvements in accuracy, efficient reporting and compliance that resulted in no audit findings for 2 years with 2 largest investors. Defined and implemented numerous technical and IT improvements including conversion to: VA VALERI Default reporting system, Cisco Phone System and Outbound Dialer, LenderPlaced Insurance to ZSterling and bankruptcy and foreclosure teams to LenStar. HSBC BANK USA, New York, New York 1969-2000 Mortgage loan servicing organization with $9.7B portfolio of construction and home equity loans. Formerly known as Republic National Bank. Associate Director Managed delinquency for $9.7B mortgage and

home equity portfolio. Served as liaison between customers and regulatory agencies including Federal National Mortgage Association (Fannie Mae) and Federal Home Loan Mortgage Corporation to develop foreclosure alternatives. Led and mentored 16 employees and constructed loans, payment processing and interest accrual. Directed restructuring of Servicing/Collection Department. Slashed delinquency numbers and maintained