Experienced management and staff who have achieved measured year-over-year portfolio growth in agency and non-agency products. A solid focus on customer service and complaint handling through proactive measures to contact borrowers with service transfer issues and daily monitoring of verbal complaints. Robust quality call monitoring with screen capture, speech analytics, and a minimum of 20 calls monitored per agent per month of customer-facing staff. A strong focus on internal controls, with three lines of defense, enterprise risk management oversight, and the use of systems automation to support each control function. A solid combination of board and senior management oversight of the operations through weekly, monthly, and quarterly meetings that are designed to elevate legal, regulatory, and audit risks to executives
