Intellex Acquires Expert by Big Village

We're thrilled to announce that Intellex has acquired Expert by Big Village, effective March 22, 2024. This strategic move enhances our capabilities and strengthens our commitment to delivering exceptional solutions to our customers.

Stay tuned for more updates on how this acquisition will benefit our clients and experts.

For inquiries or more information, please contact us at


Expert Details

Mortgage and Consumer Loan Servicing

ID: 739201 California, USA

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Expert has 25 years of experience Consumer Servicing for Residential Mortgages, Auto, Credit Cards, Unsecured/Secured Lines of Credit. Expert has 10 years' experience in Strategic Planning and Execution transforming operations to increase efficiency and build high-performing teams. Restructuring operations to include people, process and technology.

Researching, negotiating, and executing technology, insurance and taxes contracts. Designing and executing process for end to end servicing of default portfolios to maximum return and minimize loss. Advance knowledge and expertise in Bankruptcy Regulations and operations for Chapter 7, 13, 11, 12 managing operations and implementing technology. Panel speaker for MBA and executive internal corporate panels.


Year Degree Subject Institution
Year: 1998 Degree: BS Subject: Legal Assistant Institution: Minnesota State University
Year: 1996 Degree: BA Subject: Political Science Institution: North Dakota State University

Work History

Years Employer Title Department
Years: 2020 to 2022 Employer: American Internet Mortgage, Inc Title: VP Loan Servicing Department: Mortgage Loan Servicing
Master Servicer Oversight of Primary Servicer and Management Mortgage Portfolio 37,000 customers and $7B in balances.
Monitoring servicer for compliance and performance
Working with partners to resolve escalated complaints against servicers
Working with Clients, Regulatory Agency and State Examiners to investigate and resolve issues/complaints
RFPs, Negotiated and Procured vendor contracts for building In-house Mortgage Servicing
Building Policy and Procedure manual for In-house servicing
Building staff capacity models, hiring, and budgeting
Building training materials for on boarding team members
Project Manager for Technology Development and Implementation
Years Employer Title Department
Years: 2019 to 2020 Employer: Golden 1 Credit Union Title: Senior Manager Member Care Department: Member Care
Leading functional re-organization to optimize team skills and subject matter expertise
Development and execution of employee engagement initiative driving empowerment and accountability
Collaborated with operations team to build strong KPIs increasing productivity by 75%
Identified, developed, and designed new technology platform to automate process flow and cycle time processing
Developed RFPs
Negotiating, On-boarded, and managing 3rd party technology vendor relationships
Negotiated contracts for vendors and operations – Legal and Technology
Identifying and developing robotics automation opportunities
Building high performing team to service performing and non-performing loans through customer service solutions for financial hardships.
Developing strategies for execution of financial product to assist distressed members through collections, bankruptcy, assumptions, subordinations and foreclosure.
Researching and analyzing trends in Federal and state regulatory changes to prepare operation and develop policy and procedures to adopt change.
Years Employer Title Department
Years: 2017 to 2019 Employer: American Financial Title: Vice President of Loss Mitigation Department: Loss Mitigation
Leading repossession and liquidation of auto portfolio
Leading customer service and payment channels, including on-line payments, cashiers, 3rd payer services.
Leading design, development, and execution of litigation strategy for bankruptcy portfolio.
Developed RFPs, Negotiated Contracts and Reviewed Vendor Performance.
On-boarding and managing 3rd party Collateral Insurance Vendor.
Collaborating with technology and 3rd party vendors to develop workflow, creating operational efficiency, and reducing FTE.
Recruiting and managing attorney network.
Years Employer Title Department
Years: 2013 to 2017 Employer: Wells Fargo Bank NA Title: Business Initiatives Manager 3, Vice President Department: Strategic Planning
Operations Management
Utilized Six Sigma lean methodology to review process and design for maximum efficiency and 0% defects in process.
Led procurement activities identifying best in class vendors, contract negotiation, statement of work development and execution of new technology to support multiple products.
Managed 150 vendors, developing strong performance and audit tracking measurements.
Managed budgets from 2MM-15MM, and consistently delivered on or under budget deliverables.
Identified, developed, and implemented new technology databases and SOR, built new technology for increased efficiency in process flow, regulatory requirements.
Identified and executed research to improve process, documented process improvement, and presenting findings to senior executives and legal.

Strategic Planning and Change Management
Led Design, Implementation program for business of technology solutions for bankruptcy operations.
Collaborated across departments to develop obtainable goals to drive business process focusing on compliance with regulatory requirements, operational efficiency, and cost reductions.
Developed RFPs, Negotiated SLAs and Reviewed Vendor Performance.
Developed communication strategy across organization and with external technology vendors and attorney network regarding regulatory changes, business requirements and reporting resulting ion 100% adoption rate.
Collaborated with Business Implementation Support, Technology Operations Groups targeting development opportunities and driving operational efficiencies. Managed project pipeline of 25+ monthly.
Conducted market research of technology and industry partner’s processes to manage regulatory requirements and developed tools to aid business in updating jurisdictional variation and requirements.
Selected as industry thought leader and Panel Speaker for Mortgage Bankers Associate delivering strategies on modifying technology and process for banking operations compliance with CFPB, OCC and FRBP.
Years Employer Title Department
Years: 2011 to 2013 Employer: Wells Fargo Bank NA Title: Loan Administration Manager 5, Vice President Department: Mortgage Loan Servicing
Master Servicer for residential mortgage portfolio for FNMA and Freddie MAC with $16B in assets. Managed 250+ vendors. Led responses to consumer complaints and violations.
Reported to Sr. Exec of Default Servicing. Managed 120+ managers and non-managers in multiple states as Operations Management
Applied cost benefit analysis and strategies to reduce costs of production servicing loans.
Managed 25MM Budget.
Improved pipeline management by process re-engineering increased loan throughput 150%.
Developed call scripting to improve cycle times and increase customer satisfaction.
Represented business in motion hearings, sanction court actions, answering subpoenas, mediation, arbitration and negotiating high dollar settlements.
Managed multi-site locations with remote operations and team members.
Managed multiple systems of record (4), applications (11), and utilized multiple research tools.

Strategic Planning and Change Management
Designed and executed roadmap for restructuring of 500+ team members across department and multiple sites to improve operational performance and develop centers of excellence.
Drove Market Research and participated in industry groups to identify and leverage best practice and technology.
Designed and executed new servicing platform resulting in reduction in FTE and improved automation.
Years Employer Title Department
Years: 1998 to 2011 Employer: Wells Fargo Bank NA Title: Bankruptcy Manager Department: Bankruptcy
Servicing Bankruptcy Assets for Direct and Indirect Auto Loans. Hiring Talent and building policy and procedure to reduce losses. Worked with Chapter 13 Trustees to build NDC and was on panel to provide feedback to PACER technology improvement. Managed multi-site operation. Expert witness for corporation for bankrupt cases. Designed and implemented bankruptcy operational software. Led initiatives to develop appellate strategy for multi-corporation cooperation to define bankruptcy law rulings and get clarity on Bankruptcy Rules.

Career Accomplishments

Associations / Societies
Association of Strategic Planning; Chapter 13 Trustee Association

Fields of Expertise

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