1. Zachary Scruggs
3326 High Street, Denver CO 80205 / 303-718-4830 / zscruggs@gmail.com
FINANCIAL SERVICES AND OPERATIONS MANAGER
Award winning financial services manager with more than 10 years of diverse experience in the
Mortgage and Real Estate industry.
SKILLS
Excel – Expert Level Litigation and Foreclosure Scheduling
Micro Soft Office Suite – Advanced Level Recording of Real Estate Documents Multitasking
Reporting (Corporate and Operational) Title Insurance Examination Troubleshooting
CITRIX Processing and Underwriting Dispatching
Advanced Administrative Skills Indemnification and Releases Customer Service
Auditing and Research Analysis Property Plats and Maps Management
Photoshop and Illustrator Loss Mitigation and Default Servicing Training
Quality Assurance Title Claims and Endorsement Communication
PROFESSIONAL EXPERIANCE & ACHIEVEMENTS
URBAN SETTLEMENT SERVICES
CFPB Underwriting Department - Supervisor of Special Projects, 2014 to Present
• Led a team of 10 Loan Modification Underwriters from "new hire" status (first 90 days in production, 3 loans
per day) to "seasoned" status (over 90 days, producing 5 loans per day): 80% of the Underwriters on the team
produced 7-10 loans on average after reaching 120 days.
• Scored highest production scores 5 months in 2015 for the Team. Awarded Top Quality Awards for the team 3
months in 2015 with quality scores above 98%.
• Acted as a liaison with Training Department on creating a two week training course for new hires along with job
aid material to be utilized once in production that improved the quality of work from associates in the first 90
days by 5%.
• Coordinated with Logistics Department to ensure a smooth and secure onboarding transition for over 200 new
hired employees and provided troubleshooting for any issues they had accessing the CITRIX virtual desktop
systems.
• Utilized training and coaching techniques alongside constant research into changes in Policies and Procedures
set forth by the client under direction of the Consumer Financial Protection Bureau to raise the team's quality
from averaging 90% to over 97% in 3 months.
• Received Certificate of Recognition for going above and beyond to serve the client and ensure continuance of
business in the absence of fellow Supervisors in March of 2015. Urban Legends Award April 2015.
• Acted as Management member of the Employee Appreciation Committee.
Recording Department - Quality Assurance Specialist, 2013 to 2014
• Volunteered to use advanced knowledge of the Real Estate Documentation and Recording processes to assist in
reducing a backlog and formulated a documented procedure for the day to day operations and reinforcing the
clients confidence in the product.
• Created procedure for processing of documents rejected for recording by the counties and implemented training
and tracking policies for the associates assigned to the Rejections Team.
• Spearheaded the team assigned to troubleshoot lost, aged or otherwise unrecorded documents and brought a
backlog of over 8,000 documents of unknown status down by 50% in 60 days.
• Received special commendations from President of Urban for becoming an instrumental part of the recording
process based on liaison work with Realty Data, a vendor used for referring recordings with specialized needs to
Abstractors across the country.
Loss Mitigation Underwriting Department (Contracted through Intellisource)- Underwriter, 2012 to 2013
• Reviewed applications, income documentation, asset statements and taxes that led to decisions on approving
borrowers experiencing hardships due to the recent economic crisis for Loan Modification or referral to other
Default servicing options such as Deed in Lieu and Short Sale to avoid Foreclosure under guidance set forth by
the client under the direction of The Department of Justice.
• Raised individual quality score from averaging 93% to averaging 98% in 90 days.
2. Zachary Scruggs
3326 High Street, Denver CO 80205 / 303-718-4830 / zscruggs@gmail.com
• Coordinated on the "orphaned loan" project, special research project investigating loans aged in queues for
reasons of delay and ensured loans were escalated to the correct step process.
• Achieved Highest Production scores in department 8 months in a row.
NIELSEN TELEVISION RATINGS
Participant Research Department - Scheduler/Troubleshooter, 2009 to 2010
• Utilized excellent customer service skills when updating participant profiles, scheduling maintenance and
inquiring on equipment error notifications.
• Promoted from Scheduler to Troubleshooting Scheduler in 60 days due to ability to express an advanced
learning speed n a new industry.
• Examined system error logs and troubleshoot possible solutions and determined when dispatching a technician
would be needed.
CHICAGO TITLE OF COLORADO
Central Denver Title Plant - Customer Service Title Officer, 2006 to 2007
• Provided services to Realtors, Brokers and other producers of Title Business such as Ownership and
Encroachment Reports assisted Sales Representatives in bring future business to the company.
• Performed marketing research on demographic mailing lists and built strong relationships between the company
and industry professionals.
NORTH AMERICAN TITLE COMPANY OF COLORADO
Operations Department - Operations Title Officer / Underwriting Auditor, 2002 to 2006
• Acted as Operations Staff Supervisor, overseeing 5, 2-4 person teams providing a variety of operational
assistance such as Indemnification and Deed of Trust Releases consideration, Processing final title policies,
Corporate Reporting, Warehousing and the Document Center/Mail Room.
• Created a 60 page process manual for the Document Center and training presentations for Processors.
• Examined, Processed and Issued Litigation & Foreclosure Guarantees (Policies that guarantee the due process
for foreclosures and other litigations).High turnaround time and quality of work convinced a client providing a
small portion of their Foreclosure and Litigation orders to route all of their orders to North American increasing
the profitability by 150%.
• Investigated complaint on issues with final title policies and missing policy endorsements and ensured the
company's final product was in complete compliance with the commitment agreed to with Owners and Lenders.
• Reported to Underwriters, Corporate Reporting Entities and State Auditors on the day to day business
operations and audited reporting logs and corporate billing invoices to research lost policy information reducing
backlog of over 1500 missing items to less than 100 in 60 days.
• Acted as Interim Claims Analyst for the Legal Department& Interim Construction Disbursements Title Officer
for the Commercial Title Departments.
Operations Support Department - Print Puller / Document Center Technician, 2001 to 2002
• Assisted Title Examiners and Escrow Officers with microfilm research courier service monitoring, print
production and policy production.
EDUCATION
George Washington High School, Denver CO High School Diploma, 1991 to 1995
Carnegie Mellon University, Pittsburgh, PA Technical Theater Design & Production, 1995 to 1997
Metropolitan College of Denver, Denver CO Sciences and Histories, 2001
***References available upon request***
