Spring Conference & Expo: Independent Mortgage Banks, Secondary Markets, Servicing and Technology

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Thursday, April 22, 2021

  • Servicing Solutions Track: Pandemic Lessons on Building a Resilient Servicing Operation

    Location: Breakouts


    Speaker(s)

    Teresa Blake, Principal, Financial Services Practice, KPMG LLP

    Marisol (Sol) Avila, Senior Director, US Operations, Altisource Portfolio Solutions, Inc.

    Melanie Reid, CMB, AMP, Senior Vice President and Mortgage Servicing Transfer & Post Closing Manager, Citizens Bank

    Shelley Leonard, Executive Vice President, Chief Product and Digital Officer, Black Knight

    Mike Rawls, Chief Executive Officer, Xome

    Servicing Solutions

    Mortgage servicers have met borrower needs under extreme scenarios like the health crisis and natural disasters by being flexible and resilient. Panelists share the successful strategies implemented during disaster recovery that have triggered longer-term changes in capacity management, remote work and organizational structures. Hear today’s biggest operational innovations in mortgage servicing.

    Speaker(s)

    Teresa Blake, Principal, Financial Services Practice, KPMG LLP

    Teresa is a Principal in KPMG’s Financial Services practice in Charlotte. She is also the lead of the firm’s Lending Transformation capability, which brings together system selection, implementation and transformation capabilities along with the firm’s capabilities in data & analytics, design thinking, cyber, risk, deal advisory, & program management.  She has more than 25 years of experience in transforming organizations and building the teams to design, build, and support them. Her focus is on bringing digital transformation to clients as they evolve from having a digital strategy to doing business in a digital world. As a mortgage banker, she believes in humanizing digital products, and focusing on simplifying the complex mortgage process by combining the right technology at the right time, with the right scale.  Teresa joined KPMG in late 2015. Prior to KPMG, she held senior leadership roles at Wipro Gallagher, Bank of America and Textron. 

    Marisol (Sol) Avila, Senior Director, US Operations, Altisource Portfolio Solutions, Inc.

    Sol started with Altisource as a Business Process Engineer for Global Operations supporting Product and Operation leaders. Sol played a critical role in optimizing operations across Field Services by creating process structure, coaching, and improving quality. As the Sr. Director of US Operations for Altisource, Sol leads the Field Services Center of Excellence in El Paso, Texas and is responsible for mobilizing the organization to achieve and exceed client expectations. The success of client delivery depends on the effective partnership and collaboration between the Vendor network and Operations team. In order to continue to strengthen this bond, Sol also oversees the Vendor Management Organization in addition to Altisource Field Services.

    Melanie Reid, CMB, AMP, Senior Vice President and Mortgage Servicing Transfer & Post Closing Manager, Citizens Bank

    Melanie L. Reid has been in the financial industry for over 30 years working for Central Fidelity Bank, SunTrust Mortgage and currently with Citizens Bank. Roles have included  Post-Closing and Origination Functions as an operations manager.  These roles include but are not limited to Post-Closing Conventional and Government Review Manager, Final Documents Manager, File Vault and Negotiable Collateral Manager.  Also, Consumer Direct Operations and Bond Housing Operations functions were areas managed during her career. Melanie joined Citizens Bank eight years ago has held positions of Investor Compliance, Head of Performing Mortgage Servicing and currently the Mortgage Servicing Transfer & Post Closing. Melanie is an active faculty member of the Mortgage Bankers Association and guest speaker for the National Association of Minority Mortgage Bankers of America (NAMMBA) Leadership Academy (NAMMBA).  Melanie’s credentials include an Accredited Mortgage Professional (AMP 2005) as well as a Certified Mortgage Banker (CMB 2006) designation. 

     

    Shelley Leonard, Executive Vice President, Chief Product and Digital Officer, Black Knight

    Shelley Leonard is the Chief Product and Digital Officer for Black Knight. In this role, Shelley is responsible for defining the digital strategy and user experience, working with each division within Black Knight to develop a comprehensive strategic roadmap. Additionally, Shelley oversees product strategy, system enhancements and roadmap initiatives for the Black Knight Servicing Technologies division.  In 2012, HousingWire named Shelley to its list of “Influential Women in Housing.” Shelley holds a bachelor’s degree in business administration from the University of Tulsa and an MBA degree from Jacksonville University.

    Mike Rawls, Chief Executive Officer, Xome

    Mike Rawls serves as Chief Executive Officer of Xome, a Mr. Cooper Group company. With more than 30 years of experience, Mike is a seasoned leader with expertise in various facets of the mortgage industry with a deep understanding for the complexities and challenges that mortgage lenders and servicers face. Today as CEO of Xome, he is hyper focused on delivering innovative and fully integrated technology that transforms the mortgage and real estate process for more than 200 of Xome’s clients. Prior to joining Xome in January 2020, Mike served as Executive Vice President of Mortgage Servicing for Mr. Cooper, where he held responsibility for one of the nation’s largest servicing portfolios and created a more seamless experience for customers. Previously, Mike has also served in several leadership positions including as President of Champion Mortgage and senior roles in Mr. Cooper’s origination channels, and at Banc One Financial Services and Household Financial Services. Mike received a B.A. in Business Management from Virginia Wesleyan College.

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