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Karen W. Dolan
5405 Binbranch Lane
McKinney, TX 75071 Cell 904-874-1684
• Proven success record in default servicing and investor relations
• Over 30 years experience in retail and mortgage banking
• Outstanding customer service and motivational skills
• Excellent team building and management skills
NTFN, Inc. Servicing/ Projects Manager
Plano, TX. September 2014 - Current
Responsibilities include management of all servicing aspects for in-
house portfolio, Vendor Management and Appraisals teams. Servicing
responsibilities include FHA and Conventional Collections, Customer
Service, Taxes, and Policies and Procedures. Recent projects include
Process Unity Vendor Cloud implementation for Vendor Management
and Comergence implementation for broker validation.
Newbold Advisors Consultant
Ft. Worth, TX May 2013 – December 2013
Responsibilities included remote working relationship with Newbold
client assisting with FHA, VA and RHS mortgage servicing validation
and testing for vendor management, compliance and regulatory
processes. Validation of over 2,500 FHA compliance test attributes
with significant focus on Claims, Foreclosure, Loss Mitigation and
Property Preservation testing.
Saxon Mortgage AVP Default Reporting
Fort Worth, TX and Invoicing
2008 to 2013
Responsible for FNMA, FHLMC, FHA, VA, USDA and MI default reporting for
portfolio of 250,000+ loans. Handled private and GSE investor relationships
for default processes. Hired and trained staff to establish the default
reporting process, breach/demand letter process, foreclosure review process,
default payment applications and manage the New Invoice procedures for
default. Lead project team to institute an automated demand letter process,
which reduced foreclosure delays, investor penalties and significantly reduced
monthly production costs. Created automated processes to ensure regulatory
notice compliance by investor requirements, including HAMP notices.
Managed print vendor conversion from Venture to Walz to further ensure
compliance and create cost savings for default mailing processes. Fully
trained on FiServ servicing system, and coordinated portfolio conversion from
the Fiserv platform to the MSP (Fidelity) servicing system. I also have over
20 years of experience working with the MSP system. As Saxon entered into
a wind-down process, responsibilities for the (FRB) Independent Foreclosure
Review process included file definition, build detail and testing as well as
related research for complete audit purposes.
Washington Mutual (WAMU) Department Manager
VP Default Reporting
Jacksonville, FL 2004 to 2008
Responsible for the default reporting of entire prime and sub-prime portfolio
of 4,500,000 conventional and government loans, including USDA, FHA, VA,
FHLMC and FNMA. Created matrix for reporting process which ensured
reporting accuracies and delivery, resulting in zero reporting penalties.
Developed in-house demand letter process to ensure investor timelines and
prevent foreclosure referral delays. Created matrix for private investor
reporting and provided customized reporting to 100+ private investors.
Primary point of contact for all private investor reporting. Complete
knowledge of MSP (Fidelity) servicing system.
• Achieved Tier One rating and recognition from FHLMC.
• Implemented staff meetings to provide information on group
performance and solicited feedback from the staff to improve
• Elite Club (performance excellence) 2004, 2005 and 2006
• Member Toastmasters
ABN AMRO Mortgage Supervisor
(Former Atlantic Mortgage & Investment Corp.) 1996 to 2004
Managed the operations of the Jacksonville Default Reporting and Foreclosure
Referral Unit for entire portfolio of 1,500,000 loans from 2002 through 2004.
Investor relationships with FHA, VA, USDA, FHLMC, FNMA and multiple
private investors. Supervisor for Collections and Default Cashier until 2002.
Employee of the Month, Champion Collector 1997.
• Automated Investor default reporting via e-mail
• Automated foreclosure referral process via New Image
Franklin Mortgage Capital Senior Collector
(Former Ryland Mortgage) 1992 to 1996
Collection department administrator and senior collector with experience in
both Customer Service and Special Service (payoff) areas. Outstanding
Performance award 1993, Collector of the Quarter recognition.
• Reorganization of Administration area
• Developed program for the collection of delinquent late fees resulting
in $250,000+ ancillary income in six month period
• Handling of special investor portfolio requiring specific collection and
Union Bank & Trust Customer Service
Montgomery, AL 1986 to 1991
Customer Service, Returns and Chargeback departments. In charge of
balancing various in-house and general ledger accounts. Reorganized
Chargeback department to one-person operation.
Colonial Bank Supervisor
Montgomery, AL 1979 to 1986
Assistant Cashier, supervised proof and data processing area, assistant
branch manager of Northern office and custodian of microfilm records.
Experience including 2 bank conversions, Mini Vips direct on-line processing,
daily balance process for in-house and general ledger accounts.
Troy State University, Montgomery Alabama
Jefferson Davis High School, Montgomery Alabama
Additional: MBA Collections and Customer Service Procedures, Supervisory
Skills – Auburn University Montgomery, DAVOX Predictive Dialer Collecting
References available upon request
Email address: firstname.lastname@example.org