DS News

MP October 2023

DSNews delivers stories, ideas, links, companies, people, events, and videos impacting the mortgage default servicing industry.

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MortgagePoint » Your Trusted Source for Mortgage Banking and Servicing News 62 2 0 2 3 W O M E N I N H O U S I N G A W A R D S The Corporate Social Responsibility Award Jane Larkin VP, Default Servicing, Colonial Savings What are your proudest career achievements thus far? My proudest career achievements thus far have revolved around my passion for implementing customer solutions and im- proving the overall experience of our cus- tomers. Most recently, this occurred during the COVID-19 pandemic. Early on, we met as a team regularly to discuss technology and process enhancements to assist with the management of our borrowers' needs. Leadership quickly established open links for our customer-facing agents to be able to swiftly escalate and resolve questions as best we could. Each morning started with group huddles and collaboration to ensure each representative focused on Colonial's core values of Proficiency, Integrity, and Empathy, while also focusing on our unof- ficial motto: Families, Not Files. With a tremendous increase in cus- tomer needs, we acted quickly to cross- train team members from other areas of the business to assist and develop a systematic approach to meeting CARES Act requirements and other investor rules. While this was a challenging time, all team members gained confidence and worked steadfastly to manage our customers' needs and expectations. Are there any women who have served as career mentors for you, and what did you learn from them? On a personal level, my mother has been a powerful and influential person in my life. Mom is a first-generation American citizen from Japan. While I can go on and on about how wonderful, funny, and strong she is, I would say that two of the most significant things I've learned from her are the importance of having an open worldview and the satis- faction of resolving a problem and never giving up. With her guidance, I believe I am better able to relate with most people I engage with, and I will work tirelessly to improve processes, associate/leadership development, and teambuilding. On a professional level, JK Huey has been a great influence on me. I met JK earlier in my career, while at Indy- Mac Bank. I observed her strong, calm demeanor, as well as how she managed with professionalism and grace. Not only was she a great leader, but I was extremely impressed by her service to the mortgage community, serving as past President of the Texas Mortgage Bankers Association (1999), Five Star Lifetime Achievement Award recipient (Five Star Institute, 2014), Larry E. Temple Distin- guished Service Award (TMBA 2012), and Young Mortgage Banker of the Year (TMBA 1992). What is the most critical piece of advice you would give to women beginning their career in this industry? Advice I would offer women be- ginning their careers in this industry include: 1. Communicate with mindfulness, and 2. Take care of yourself—have a healthy lifestyle. The Laurie A. Maggiano Legacy Award Jodi Gaines Chief Client Officer & EVP, Insight One What are your proudest career achievements thus far? Three recognitions come to mind: first, founding CRFS at my kitchen table and growing the company to over 650 employees while providing best-in-class service. Second, receiving the Women in Housing 2023 Five Star Conference Laurie A Maggiano Legacy Award. Laurie is someone who I have always held in the highest regard and have aspired to be more like. I still think of her often and all that she accomplished in her career. Third, receiving the James L. Bopp Service Award from NYMBA. Jim was instrumental in the formation of the statewide MBA in 2014 and has served two times as the NYMBA President. Jim encouraged me to join NYMBA and help create the "Loan Servicing Committee," which I did with the help of Chip Nolan and Candace Archibald. The Loan Service Committee has blossomed into having over 20 very active members, all doing incredible work. My involvement with the NYMBA also lead to another of my greatest accomplishments, which was joining the executive board and being named as the NYMBA President from June 2022-October 5, 2023.

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