Vanja Strikovic

17 years of experience in mortgage servicing and banking industry. The most current position includes complex analytics and statistical modeling on large data sets that identify current market sector trends and customer patterns. The examination and identification of data patterns ensures business questions resolutions and decision making improvement. Research and draft responses to high risk regulatory, escalated and presidential client complaints for all Bank lines of business (Banking, Lending, Servicing) and ensure responses comply with various investor and regulatory requirements. Work closely with lines of business to drive resolution of complaints and provide a necessary feedback about the root cause of the complaint. Reviewed and edited written responses to clients’ complaints, to ensure professionalism and accuracy of content. Conducted quality reviews on responses to track performance and monitor for trends, internal and external vendor errors, and process improvement opportunities. Monitored state and federal regulatory changes and remain abreast of regulatory and investor guidelines to prevent exposure of the bank to potential legal action. Identified opportunities to enhance the effectiveness of departmental policies and procedures. Maintained effective lines of communication at all levels, including clients, peers, and senior management. Enhanced the client experience by providing proactive mortgage servicing expertise. Leverage experience, communication techniques, and relationship management skills to ensure the highest level of service and client satisfaction. Handled setting up benefits for those who qualified under the Soldiers and Sailors Act (“SCRA”). Perform the testing for the SCRA workstation before and during production process. Prepared materials for the SCRA Audits and written the procedures.