POLICY & COMPLIANCE TRACK: Unpacking the J.D. Power Servicer Survey (CLE 1.0)
Join this panel of representatives from companies with different business models, as they discuss their vision of a stellar customer experience, successes and challenges. Learn how they incorporate the findings of the J.D. Power Servicer Survey to improve performance. Sponsored by Bradley.
Speakers
Introductions
Aaron Chastain is a partner in the Birmingham office of Bradley Arant Boult Cummings LLP and a member of the firm’s Banking and Financial Services Practice Group. He represents a number of financial services companies, including mortgage originators and servicers, student lenders, money transmitters, and banks. Although his background is in litigation, he has developed a significant level of experience with state and federal laws governing financial services companies and often assists his clients with compliance and licensing issues.
Moderator
Bruce Gehrke currently leads the Lending Intelligence Practice at J.D. Power, developing and implementing client improvement strategies from a data analytical foundation. Previously, as the Chief Operating Officer at SBA Technologies, Inc. in New York, NY, he built enterprise sales operations for SaaS mobile and web-based business management applications and custom software development services. Gehrke holds a Bachelor of Arts degree in Economics from Princeton University.
Speakers
Amy Mulloy is VP, Real Estate Servicing & Support at Navy Federal Credit Union. In this role, she directs all servicing functions for performing loans in Navy Federal’s $100B+ mortgage and equity portfolio. She also oversees Mortgage Post Settlement operations and SCRA Servicing activities for all Navy Federal lending products. During her 20+ years with Navy Federal, Amy has held various leadership roles in real estate, including settlement services and corporate real estate. She earned her undergraduate degree in Business Administration from Old Dominion University and is a proud Certified Mortgage Banker (CMB). She currently serves on advisory boards for several mortgage industry organizations, collaborating with her peers to drive innovative solutions for the benefit of all.
Ramie Word serves as the Senior Vice President, Voice of the Customer at Mr. Cooper, where she currently oversees customer experience across the Origination and Servicing channels. Word started with Mr. Cooper over 20 years ago with a vast background in Performing and Default Servicing, including Customer Service & Loss Mitigation. She remains focused on Mr. Cooper’s 6 million+ customers including communication, digital experience, survey insights, and overall sentiment.
WYSIWYG Callout
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