Mark Nuzzo

Mortgage Servicing Supervisor Ii @Lima One Capital

Greenville, SC, US

Led the sole mortgage servicing team for a hard money lender focusing on real estate investments with a portfolio of $2+ billion, servicing primarily in “fix and flip” short-term loans and conventional long term rental loans. Comprised of 11 Portfolio Analysts, the team serviced 11K+ loans by responding to borrower inquiries and coordinate loan servicing activities.• Established the Servicing Department’s first Quality Assurance program by establishing call evaluation criteria, scoring standards, and call calibration standards to improve our daily customer interactions.• Doubled the size of the team in 8 months, lowering active portfolio averages from 1,400 loans to 900 loans per analyst, while the company was experiencing record growth from 4.5K total loans to of 8K total loans.• Developed a continuing education program that followed a bi-monthly training schedule, coordinating between partner departments, junior associates, and myself.• Improved customer survey scores from 77.3% to 96.5% in five months.