BUSINESS OPERATIONS TRACK: Emerging Trends in Borrower Communications

Senior Vice President, Head of Core Mortgage Servicing, Citizens Bank

Melanie L. Reid has been in the financial industry for 40 years working for Central Fidelity Bank, SunTrust Mortgage (aka Truist), and currently with Citizens Bank. Her roles have varied across Origination Operations, Post Closing Operations, and Servicing and Default Operations. Melanie joined Citizens Bank in 2013 as the Head of Core Mortgage Servicing and has also managed Equity Servicing and Construction Perm Administration. She is an active member of the Business Resource Groups at Citizens for WIN (Women’s Impact Network), Prism (Multicultural), and Pride (LBGTQ+), all of which are committed to ensuring colleagues and customers alike are valued, respected, and heard. Earlier in her career, she was a member of the SunTrust Mortgage Diversity council. Melanie is an active member of the MBA; is an Accredited Mortgage Professional (AMP) and Certified Mortgage Banker (CMB); and is a member of MBA Faculty.

Chief Operations Officer, LoanCare

Chief Strategy Officer, Stavvy

Angel Hernandez is Chief Strategy Officer for Stavvy, a Boston-based digital mortgage fintech. In his current role, Angel spearheads the company’s engagement with strategic industry partners, including investors and government agencies, supports the company’s M&A activities, and promotes Stavvy’s vision for innovation in mortgage operations with internal and external stakeholders. Angel joined Stavvy from the Housing Policy Council (HPC), where he served as the VP of Capital Markets Policy where he focused on systemic issues impacting mortgage securitization, the secondary market, systemic safety and soundness, and the adoption of technology and innovation in housing finance. Previous to that, Angel was Director, Mortgage-Backed Securities Program Policy and Strategic Planning at Ginnie Mae. Angel was responsible for the agency's policy framework, the implementation of securitization platform updates, addressing legislative and regulatory issues, and spearheading key strategic initiatives, including the agency’s COVID-19 strategic response as well as the Digital Mortgage program. Earlier in his career, Angel held positions in community relations, brand marketing, non-profit development, and sales management. Angel earned his JD and Securities Law Certificate at the Catholic University of America, Columbus School of Law.

Vice President, Messagepoint Inc.

Michael Scheevel, VP of Sales at Messagepoint Inc., has over 30 years of experience in the technology and customer critical communications solutions in the Financial Services industry including Mortgage Servicing, Banks, & Credit Unions. Passionate about introducing technology and business operational improvements to the Mortgage Servicing space, he focuses on process efficiencies, reduced risk, omni-channel communication delivery, the reduction of 3rd party vendor reliance, business user controls, and the use of AI to improve overall communication processes. He is highly committed to sharing the value of technology innovation to overcome legacy dependent processes.

Vice President, Servicing Relationship, Freddie Mac