Brittany Nicol Medlock has over 10 years of experience in banking and mortgage loan servicing at Bank of America, including roles as an Operations Consultant and multiple manager roles. She has extensive knowledge of loan servicing, regulations, and systems such as iSeries/AS400, Siebel, and SalesForce. Medlock has strong leadership, communication, and problem-solving skills and experience developing training programs and managing teams. She holds a Bachelor's degree in Business Management and Administration from the University of Texas at Arlington.

1. Brittany Nicol Medlock
7373 Valley View Lane Apt # 1101
Dallas, Texas
214.562.6182 / b.medlock@live.com
Skills Profile
• Excellent verbal, written communication and interpersonal skills.
• Extensive loan level knowledge working as an Operations Consultant handling Executive Escalations for the
Office of the President resolving default loan issues at every stage.
• Knowledge of iSeries/AS400, Siebel, SalesForce, Excel, Word and Power Point, DMM.
• Excellent leadership skills as well as the ability to coach and develop employees to perform towards specific
goals.
• Strong attention to detail to loan documents and account transaction history.
• Excellent time management and project management skills.
• Proven ability to oversee task concurrently in an efficient and effective manner.
• Ability to quickly learn new areas of a business by applying solid foundation and understanding of internal
controls and general business practices.
Experience
Bank of America, Addison, Texas
Officer, Operations Consultant – Enterprise Customer Care Resolution Advocate
October 2013-Current
 Respond to Executive correspondence on behalf of the Executive Offices.
 Ensure cases from Regulatory Agencies (CFPB, OCC, BBB and Attorney General) are handled
promptly and accurately.
 Mitigate risk of exposure for the company by providing proposed resolutions explaining the company’s
findings or solution.
 Knowledge of risk management processes for default and non-default home loans.
 Knowledge of Regulatory risk management including experience with regulatory examination of our
internal policies and procedures.
 Coordinate efforts between multiple lines of business to resolve high complex issues related to
mortgage servicing and originations.
 Provide written resolutions and recommendations for effected parties when applicable.

2. Brittany Nicol Medlock
7373 Valley View Lane Apt # 1101
Dallas, Texas
214.562.6182 / b.medlock@live.com
 Interpret regulatory laws and guidelines and apply to policy and procedures.
 Able to absorb changes to complicated regulations, rules and guidelines in real time production
situations while simultaneously implementing and adhering to the same changes.
 Ensure that other lines of business remain in compliance with regulatory laws.
 Develop training materials for peer training/shadowing for new associates.
 Compliance and Risk auditing ensuring regulatory compliance is met.
 Excellent organizational, analytical, oral and written communication skills.
 Manage data and analyze reporting.
 Develop and implement reporting metrics.
 Proven ability to successfully develop and implement internal audit work programs to improve quality
assurance.
 Often shadowed by our executive leadership team when requested.
Bank of America, Fort Worth, Texas
Officer, Case Management Team Manager I
May 2013-October 2013
 Specialize in loan servicing SFO, GSE, Non GSE, Subprime, HFI & HELOC.
 Manage a team of Customer Relationship Managers who focus on Bankruptcy, Litigation and State
Mediation Accounts.
 Working knowledge of foreclosure process pre-sale and post-sale.
 Communicate all business priorities to the team and explain clearly how to execute.
 Monitor team and individual performance while proactively provide coaching and training opportunities
when needed.
 Manage team performance including associate development, compensation decisions and talent
planning.
 Produce activity reports, and productivity performance trackers for senior level management.
 Facilitate training for new Foreclosure Single Point of Contact (SPOC) associates.
 Responsible for completing Quality Monitoring audits & Case Review audits on a monthly basis to
provide coaching and feedback to ensure adherence to department and business guidelines.

3. Brittany Nicol Medlock
7373 Valley View Lane Apt # 1101
Dallas, Texas
214.562.6182 / b.medlock@live.com
Bank of America, Fort Worth, Texas
Officer, Mortgage Servicing Team Manager
February 2010-May 2013
 Specialize in loan servicing SFO, GSE, Non GSE, Subprime, HFI & HELOC.
 Manage a team of Senior Collectors servicing foreclosure loans Single Point of Contact (SPOC).
 Working knowledge of foreclosure process pre-sale and post-sale.
 Communicate all business priorities to the team and explain clearly how to execute.
 Monitor team and individual performance while pro actively provide coaching and training opportunities
when needed.
 Manage team performance including associate development, compensation decisions and talent
planning.
 Produce activity reports, and productivity performance trackers for senior level management.
 Facilitate training for new Foreclosure Single Point of Contact (SPOC) associates.
 Responsible for completing Quality Monitoring audits & Case Review audits on a monthly basis to
provide coaching and feedback to ensure adherence to department and business guidelines.
Bank of America, Fort Worth, Texas
Account Manager
November 2007-February 2010
 Promoted from Collection associate to OJT manager then promoted to Team Manager.
 Developed huddle communications for new hire Collection associates in OJT.

4. Brittany Nicol Medlock
7373 Valley View Lane Apt # 1101
Dallas, Texas
214.562.6182 / b.medlock@live.com
 Revenue and asset recovery.
 Resolve high complex issues related to loan servicing including providing financial advice to
consumers and helping develop customized budgets.
Education
University of Texas at Arlington
Bachelor of Arts Interdisciplinary Studies Focusing on
Business Management & Administration; December 2009
Six Sigma Courses; currently enrolled
SOLICITED PROJECTS
 Co- Leader for the Fort Worth Mentoring Program
 Leader for the Fort Worth Canned Food Drive
 SME Assistance for New Hire Training End to End Project
 Peer Shadow for newly hired Team Managers
 Interviews candidates for Collector position
 Developed and implemented a second look quality audit process for Customer Advocates within the
Enterprise Customer Care Resolution (ECCR) division.
 Selected for corporate travel to multiple sites to train new hires and peers.
SELF-INITIATED PROJECTS
 Direct Report Teach Backs- Initiated huddle teach backs for the associates on my team. Each associate
was assigned a specific Policy & Procedure that they struggled with the prior month on the Quality
Monitoring scorecard. This allowed the individual associate to not only teach themselves but their peers as
well.