Lauren Rodwell
Thornton,CO
Summary
Dynamic operations specialist with extensive experience in the financial services sector, specializing in loss mitigation and exceptional customer service. Proven success in leading initiatives that drive cost reductions and enhance service efficiency while effectively managing partner relationships to resolve escalated issues. Committed to leveraging strategic insights and operational expertise to support a forward-thinking organization in achieving its goals. A proactive approach to problem-solving ensures continuous improvement and value creation within teams and processes.
Overview
19
19
years of professional experience
Work History
Senior Service Pipeline Specialist, Credit & Recovery
Sunrun Solar
Remote
05.2023 - 06.2025
- Promoted across multiple departments (Credit, Recovery, Field Services) based on performance.
- Managed pipeline of 150+ accounts
- Led cross-functional initiatives to reduce costs and increase service efficiency.
- Managed partner relationships, resolving escalated service issues to enhance collaboration.
- Reviewed and approved quotes, closed service tickets, and initiated insurance claims to streamline operations.
- Provided tech support solutions and implemented feedback loops, decreasing escalations through proactive measures.
Loss Mitigation Specialist (SPOC)
Supreme Lending
Remote
07.2020 - 01.2023
- Analyzed borrower financials and designed tailored mitigation strategies.
- Managed end-to-end loan workout process from application to resolution.
- End-to-end loan workout management: application through resolution.
- Developed comprehensive workout documentation to facilitate loan processing.
- Collaborated with investors (Fannie Mae, Freddie Mac, FHA, VA, USDA) to determine workout eligibility.
- Trained and shadowed team members, developed process improvements.
Customer Service Representative
Home Point Financial
Irving, TX (Remote)
08.2018 - 07.2020
- Resolved customer issues with knowledgeable and friendly service, fostering high satisfaction and loyalty.
- Managed 300+ daily calls to debtors, effectively discussing payment options and enhancing customer understanding.
- Educated borrowers on consequences of default and available retention options.
- Ensured compliance with FDCPA and investor guidelines.
- Maintained outstanding QA and adherence performance.
Mortgage Loan Processor
TexasLending.com
Dallas, TX
10.2017 - 06.2018
- Managed loan pipeline from application through underwriting, ensuring smooth progression.
- Reviewed mortgage applications for accuracy and completeness.
- Collected necessary documentation from clients for processing loans.
- Coordinated timely submission of documents and maintained clear communication with stakeholders.
- Communicated with lenders to resolve application issues promptly.
Loan Counselor, Escalations Specialist
Ocwen Loan Servicing
Addison, Texas
06.2012 - 10.2017
- Advised borrowers on loss mitigation options, collaborating with internal departments to facilitate effective solutions.
- Negotiated payment plans with customers, supporting debt recovery initiatives and fostering repayment commitment.
- Resolved high-level escalations related to loss mitigation and foreclosure disputes.
- Conducted root cause analysis to achieve one-call resolution, improving customer experience.
- Monitored account statuses and initiated timely follow-ups on delinquent accounts.
- Analyzed customer payment history to identify trends and mitigate risk factors.
- Oversaw daily collections and accounts receivable activities, implementing strategies that maximized recovery rates.
- Provided training and guidance to new agents for improved performance.
Office Manager & Benefits Specialist
Munderloh Financial Group
Irving, TX
09.2010 - 06.2012
- Coordinated events and marketing campaigns while processing employee benefits to enhance engagement.
- Streamlined client onboarding and office operations by managing paperwork and scheduling.
- Implemented administrative processes to enhance productivity and organization.
- Organized and maintained filing system for records and correspondence to improve information retrieval.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
Loss Mitigation Assistant
Litton Loan Servicing
Irving, TX
02.2011 - 09.2011
- Coordinated HAFA program documentation and lead referral process to ensure compliance.
- Managed client inquiries regarding loan servicing processes and documentation.
- Facilitated short sale document intake and qualification to streamline processing.
- Coordinated communication between departments to ensure efficient workflow.
- Assisted in preparing reports on loan status and client accounts.
Client Services Coordinator
CLA Estate Services
Frisco, TX
02.2006 - 02.2011
- Coordinated client inquiries and resolved issues promptly.
- Cultivated client relationships and organized service records to enhance client satisfaction.
- Developed and maintained client relationships through regular communication.
- Scheduled appointments and managed calendars for client meetings.
- Assisted call center operations and facilitated training for new hires to improve service delivery.
Education
High School Diploma -
Plano East Senior High
PlanoSkills
- Loan processing and servicing
- Loss mitigation and foreclosure avoidance
- Loan modification
- Investor guidelines and compliance
- Data entry
- Critical thinking
- Active listening
- Credit Risk Assessment
- Payment arrangements
- Financial counseling
- Loan Repayment Solutions
- Account Recovery Strategies
- Dispute Resolution
- Customer education
- CRM and servicing platforms
- Project and workflow coordination
- Cross-department collaboration
- Customer service and escalation resolution
- Account management
- Microsoft Office Suite
- Google Workspace
- Recordkeeping
- Business correspondence
- Regulatory compliance
- Analytical skills
- Effective communication
- Asset management
- Documentation control
- Residential mortgage lending regulations
Timeline
Senior Service Pipeline Specialist, Credit & Recovery
Sunrun Solar
05.2023 - 06.2025
Loss Mitigation Specialist (SPOC)
Supreme Lending
07.2020 - 01.2023
Customer Service Representative
Home Point Financial
08.2018 - 07.2020
Mortgage Loan Processor
TexasLending.com
10.2017 - 06.2018
Loan Counselor, Escalations Specialist
Ocwen Loan Servicing
06.2012 - 10.2017
Loss Mitigation Assistant
Litton Loan Servicing
02.2011 - 09.2011
Office Manager & Benefits Specialist
Munderloh Financial Group
09.2010 - 06.2012
Client Services Coordinator
CLA Estate Services
02.2006 - 02.2011
High School Diploma -
Plano East Senior High