Timothy A. Hill
Vice President- Servicing Operational Excellence @Freedom Mortgage
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WORK HISTORY
Vice President- Servicing Operational Excellence @Freedom Mortgage
Cohoes, NY, US
Leadership & Recognition-2025 Excellence in Leadership Award recipient for outstanding cross-functional impact and team performance.ACH Department-Lead ACH operations, ensuring timely and accurate processing of setups, changes, and cancellations-Analyze ACH payments made, frequency, delinquency reasons and reasons for rejections. Credit Bureau Reporting-Oversee credit reporting and dispute resolution in compliance with regulatory standards-Cut QA cycle time from 2 weeks to 72 hours, boosting quality scores from 94% to 98%-Improved dispute resolution turnaround by 60% through process optimization and productivity tracking-Ensure mortgage loan reporting aligns with CDIA and CRRG guidelines-Create and implement daily, weekly and monthly reporting. Servicing Change Management-Manage implementation of servicing changes and projects within SLA-Introduced Change Item metrics (Project Health, Completion %, Weight) for better tracking and reporting-Create servicing wide SharePoint site to increase transparency with Change Items, as well as manage due dates and requirements more effectively-Reduced aged projects by 25%-Co-developed Servicing Business Continuity Plan.Technical Writing-Lead Technical Writing team to maintain accurate, up to date and compliant servicing procedures -Revamped procedures with enhanced content and visual structure for clarity and recertification-Create servicing wide SharePoint site to increase transparency with Procedures and Job Aids, as well as manage due dates and requirements more effectively. Servicing Oversight-Drive proactive issue identification and process improvement across servicing-Collaborate cross-functionally to resolve root causes of customer complaints-Publish quarterly newsletter to improve internal communication-Publish monthly organization charts for all of Servicing.Renovation Department-Ensure renovation loans meet agency guidelines and funds are distributed promptly.
EDUCATION
Wingate University
Business Administration, Management
SKILLS
ABOUT TIMOTHY A. HILL
20+ years in the mortgage industry and I strive to learn something new every day. Through all of the ups and downs within the mortgage industry I have found the below to be keys to success-A strong and informed team will always be the most effective way to get things accomplished quickly, efficiently and in compliance-Laws, policies, technology are all subject to change without notice, ability to adapt quickly and without disrupting the customer makes all the difference between success and failure-Providing the customer with a superior experience is always one of the most important goals and managing that expectation is always necessary-Individuals and teams always need to try to communicate more effectively. Communication improvement is never complete and is always a work in progress-Learning to keep employees engaged and informed can be challenging but is necessary. Along with your customers they are your most important asset and it is important they are treated as such.
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