The Quiet Years
BAYVIEW ASSET MANAGEMENT, LLC
As most people know, the Great Recession lasted far longer than anyone expected. Our parent company, Bayview Asset Management, was well-positioned to help during the massive increase in mortgage defaults. Bayview Loan Servicing was created to be an internal resource to handle defaulting customers from loans originated by Silver Hill and Interbay. They were a very small team, but extremely effective at helping mortgage holders modify their terms so that they could get back to affordable payments or facilitate an amicable sale of the property.
I was retained by the company to build a client relationship function because the loan servicing group was suddenly inundated with requests to service loans. I developed processes to facilitate negotiations, onboard loans, and ensure approvals and communications were done effectively. I also created the Reputation Management Council to monitor online comments and recorded calls so that we could analyze the causal factors behind complaints and address them immediately. (When someone gets behind on their payments they can be very frustrated and strike out in anger through many channels - even if you are working diligently to help them get back on their feet.) I also became the liaison between BLS and other default servicing companies, including representing our interests in Washington DC.
At this point in my career, much of my work became privileged information. When we became SEC Investment Advisors I was also cut off from speaking at conferences, maintaining my blog, publishing any new books, etc. As a senior executive in the company, our Legal team took a very conservative approach and feared that anything I said could be taken as advice or an indicator of the health of our company, industry, or the mortgage market in general. It took a great deal of negotiation with Compliance to get approval for the publication of my roles and select EX and CX accomplishments on LinkedIn:
FIRST VICE PRESIDENT
Led the teams focused on knowledge, performance, engagement, innovation, and digital transformation.
Employee Experience Results
Revised new hire curriculum in late 2018 improved call monitoring scores for new hires from 90.1% in Dec to 95.0% in Mar and outbound promises kept from 60.5% to 71.9%
HEAD OF HUMAN RESOURCE
Transformed HR by focusing on the employee experience.
Employee Experience Results
Created an analytics and insights program for leaders-including data covering unscheduled time off and voice of the employee pulse surveys segmented by org, site, season, vintage, training, performance, etc.
Customer Experience Results
VICE PRESIDENT HUMAN RESOURCE
Took ownership of key initiatives as the company reorganized following the securities market disruption.