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75 Follow Us At: @DSNewsDaily Courtney Thompson SVP of Default Mortgage Servicing // Flagstar Bank Courtney ompson, J.D., is SVP of Default Mortgage Servicing, Flagstar Bank. She has 16 years' experience as a lawyer and has been with Flagstar for seven years. ompson says the most enriching part of her job is where law meets people, process, and technology. "Ultimately, we are responsible for consumers at risk of losing their homes," ompson says. "Every delinquent customer has a story, and most just want help from someone who has not just the knowledge and commitment to make the process work, but who has empathy for their plight." As a young lawyer, ompson learned quickly that in order to "ensure that you are always on equal (or better) footing in any room is to ensure that you are always the most prepared, and that you show up." Today, ompson is proud of her team at Flagstar, especially for how it came together to support customers during COVID-19. "In a year where the world has been upside down, we've been asked to show up for the people, processes and technology in a way we haven't seen in over a decade since the last recession," ompson says. Next year, ompson says mortgage professionals must ensure they are "keeping up with the rapidly changed regulatory requirements promulgated to and through the COVID-19 pandemic." ompson adds that mortgage professionals will also have to take on the implementation of the CFPB's regulation associated with the FDCPA and manage through the pipeline of CARES Act forbearance customers "to ensure that are able to avail themselves of the multitude of options available in a post-COVID world." JENNIFER WARREN Warren Greene Management and Consulting, LLC, Principal Jennifer Warren's passion for the legal industry started at the young age of three, when she would watch legal dramas such as Matlock, L.A. Law, and Law & Order with her father. Warren became employed with a law firm when she was just 20 years old, and for the next 20-plus years she worked to advance herself and her knowledge base within the field, culminating in her ultimate goal of owning her own business and utilizing the expansive knowledge and skills that she had developed to provide services and assistance to others. "Owning the company allows us the discretion to be selective with our partners and ensure that our respective values and goals are in line," Warren said. She said communication and collaboration will be essential to being on top of, and ahead of, the ever-changing challenges of the legal landscape. Warren predicts that cybersecurity and data protection will be a hot topic in 2020 with even more threats and increased scrutiny by regulators. "Poor data management can leave your company vulnerable to threats including phishing/hacked emails and data breaches, which bring along additional compliance risks", Warren said. "It is essential that mortgage professionals eliminate any potential risk and situate themselves in the best position for uninterrupted growth." When it comes to challenges, Warren said that her company works with their clients to evaluate and streamline their processes, policies, procedures, and case- management systems to help them achieve high performance and revenue-saving practices. NUMBER OF YEARS IN THE INDUSTRY: 23 Jennifer Warren Principal // Warren Greene Management and Consulting, LLC Jennifer Warren's passion for the legal industry started at the young age of three, when she would watch legal dramas like Matlock, LA Law, and Law & Order with her father. Warren became employed with a law firm when she was just 20 years old, and for the next 20-plus years, she worked to advance herself and her knowledge base within the field, culminating in her ultimate goal of owning her own business and utilizing the expansive knowledge and skills that she had developed to provide services and assistance to others. "Owning the company allows us the discretion to be selective with our partners and ensure that our respective values and goals are in line," Warren said. As the economic impact of the COVID-19 pandemic continues to bring uncertainty to our industry, there will be a potential default spike coming in the near future. "We have all learned from past experience that default spikes always lead to even greater regulatory scrutiny." Warren says that having an effective, updated, and proactive Quality Control and Compliance process in place will be essential in 2021. "It is essential that mortgage professionals eliminate any potential risk and situate themselves in the best position for uninterrupted growth." Warren said that her company works with their clients to evaluate and streamline their processes, policies, procedures, and case management systems to help them achieve high-performance and revenue-saving practices. Warren Greene is passionate about being able to assist their clients with their needs and provide them with an additional perspective on maximizing performance. Ann Thorn EVP, Chief Loan Administration Officer // Caliber Home Loans Ann orn has more than 30 years' experience in the areas of originations, servicing, and default and is regarded as one of the top operations executives in the mortgage industry. At Caliber, orn is responsible for all Production and Servicing Operations in Caliber's Retail, Wholesale, and Correspondent channels. She is responsible for the end-to- end customer experience and is an executive stakeholder for the company's transformation strategy, enhancing operations processes for the evolving digital landscape. orn began her career at Fleet Mortgage Corporation, which was later acquired by Washington Mutual and eventually by JPMorgan Chase. During the 21 years she spent there, she worked in the areas of foreclosure, bankruptcy, loss mitigation, claims, and other supplemental areas for prime, sub-prime, and home equity portfolios. More recently, worked with Bank of America as SVP of Consumer Operations starting in 2015. orn joined Caliber in 2019, working under CEO Sanjiv Das. "I commend her for being such a leading light who truly inspires people across the company to do the right thing," Das said in a report from DS News. orn has received a number of awards throughout her career, including the 2020 Lifetime Achievement Award at this year's Five Star Conference. "To my mentors and colleagues and my friend and my family thank you for all of your support. Obviously, this would not happen without all of you each and every day," orn said upon accepting the award.