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MOVERS & SHAKERS CONTINUED FROM PAGE 43 Field Asset Services Exec Named as Finalist for Best CFO Award Don Neville, CFO of Field Asset Services (FAS), was selected as a finalist for the Austin Business Journal's 6th annual Best CFO Awards. During Neville's time at FAS, he has overseen significant process improvements within the accounting department. He leads the company with a strong financial and operating background, as well as 25 years' experience. Auction Services International Names New President Scott French has joined Auction Services International (ASI) as president. At ASI, he will partner with firm leaders to bring additional focus on strategic direction and business development. In the past, he held VP positions in the mortgage default divisions of two international financial firms and served in SVP positions with organizations focused on real estate sales and related services. Richard M. Squire & Associates Names New Managing Attorney Richard M. Squire & Associates appointed Kevin P. Diskin, Esq. as managing attorney. Diskin has more than 12 years of litigation and managerial experience in the default servicing space. His new role requires him to handle and oversee routine and non-routine default-related litigation. Diskin graduated from the University of Baltimore School of Law. Realty Pilot Strengthens Team with Three New Hires Realty Pilot expanded its business development and support team with three additional members. Doug Williamson was brought on as VP of business development, Brandon Gallegos is Realty Pilot's new director of client relations, and Leyla Alhosseini is the company's newest account executive. Williamson is a veteran of the mortgage servicing and default industries. With more than 25 years of executive responsibilities involving the disposition of tens of thousands of REO assets, he possesses experience spanning servicing operations, customer service, collections, foreclosure, bankruptcy, and REO asset management. Williamson has earned the Project Management Professional (PMP) and Six Sigma Green Belt certifications. Gallegos' role as client relations director calls for a focus on enhancing the system for current clients and users. With more than 14 years in mortgage servicing, Gallegos is a long-time industry professional with broad experience ranging from legal and senior asset manager positions to director roles for many of the top servicers and outsourcers. As account executive, Alhosseini focuses on new clients and business development. Alhosseini maintains a real estate brokerage in the San Francisco Bay area, Persica Properties, and prior to selling real estate, she worked in the technology sector as a sales engineer. South & Associates Adds Associate Attorney for Iowa Office South & Associates hired Katie McKain as associate attorney. McKain joined the firm's foreclosure department in the West Des Moines, Iowa, office, representing lenders' interests with a focus on residential, commercial, and multifamily foreclosures. McKain received her bachelor's degree from the University of Iowa and her Juris Doctor from Drake University Law School. Prospect Mortgage Announces COO Promotion Prospect Mortgage named veteran mortgage finance professional Amy Brandt as COO. Brandt has worked for Prospect since 2012, when she joined as president of correspondent lending and servicing. In her new role, Brandt will oversee Prospect's operations, including IT, operations, credit, capital markets, training, project management, analytics, post-closing/funding, and servicing. RealtyTrac Network Adds Three New Team Members RealtyTrac brought on three industry professionals to strengthen its growing RealtyTrac Network (RTN). Becky Sebring joins RTN as VP, Andrea Brockmeier was hired as senior graphic designer, and Brittney Marin has taken on the role of public relations manager. With more than 20 years' real estate experience, Sebring's main area of focus is in providing RTN brokers with a competitive advantage. She is tasked with creating and enhancing network services and programs, as well as spearheading new ways for broker members to leverage RealtyTrac's real estate and trends resources. Sebring previously worked as director of franchise services and education for Realty Executives International. Brockmeier joins RTN with more than 15 years' experience in graphic design and art directing. She is responsible for conceptualizing and implementing design solutions that suit RTN's marketing and branding strategies. She was previously an art director with First Team Real Estate. Marin works with RTN broker members to capitalize on market trends, increase brand exposure, and amplify their media resources. She serves as the liaison between RealtyTrac's internal public relations team and RTN to ensure brokers and the network receive maximum media coverage nationwide. Before joining RTN, Marin was press deputy for Los Angeles City Councilmember Bernard C. Parks. CONTINUED ON PAGE 47 44 CONTINUED FROM PAGE 43 adequately trained, maintain better communication, end improper fees and dual tracking, and appoint a single point of contact for loss mitigation efforts. (Ally has since unloaded most of its mortgage servicing rights to focus on other aspects of its operation.) According to J.D. Power's study, the stipulation for a single point of contact has had a major effect on customers. Overall satisfaction among those who had a single point of contact was 154 index points higher than those who worked with multiple representatives in the last year, the market research firm said. While those five servicers are the only ones so far that are required to abide by the terms of last year's settlement, Martin said the fact that they posted large gains in customer satisfaction scores is "telling." "The new policies governing communication, particularly the appointment of a single point of contact, might easily become the de facto standard for problem resolution across all mortgage servicers in the near future," he said. "While there isn't a silver bullet, mortgage servicers that focus on the voice of the customer and improve communication by being more proactive and using various methods to provide information to borrowers appear to be reaping the benefits through higher levels of satisfaction." As far as rankings go, Branch Banking & Trust Co. (BB&T) ranked highest in customer satisfaction for the fourth consecutive year, earning a score of 765; however, that total is down 38 points from 2012. Regions Mortgage sat just behind with a score of 764, while SunTrust Mortgage earned 762 points, taking third place. At the bottom were Ocwen (649) and Nationstar (610), both of which have spent 2013 actively expanding their servicing operations.

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