With over 22+ years of leadership in mortgage servicing operations, Sue brings a proven ability to transform complex challenges into strategic wins across global organizations. Known for operational excellence, innovation, and team empowerment, she has a consistent track record of reducing costs, improving processes, and leading with integrity at every level.

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As Vice President at PHH Mortgage Corporation (formerly Ocwen Financial), Sue led Escrow Administration, Cashiering, and Servicing Transfer Management across Forward and Reverse Residential portfolios in addition to Commercial - overseeing 200+ team members and a $12M budget supporting 1.4 million loans. Under her leadership, client satisfaction and performance scores reached all-time highs. Through bold process improvements and technology-driven initiatives, she generated over $6M in annual savings and cut borrower complaints by 65%. She also pioneered a customized loan boarding tool and renegotiated vendor contracts to achieve additional significant cost reductions.

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Previously, as Director of Default Document Execution and Lien Release, she oversaw a $20M P&L and led 250+ employees across the U.S., India, and the Philippines. Her transformation of lien release processes resulted in $3M in recovered funds, and she slashed document turnaround time by 82%. Known for building trust across internal and external stakeholders, she revitalized a high-risk department into a compliance model, earning zero audit findings under her guidance.

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Earlier in her career at HSBC Mortgage Services during the height of the 2008 recession, she played a critical role in crisis response and borrower support. She developed and led a new loan modification and forbearance team to proactively assist customers in mitigating default. She later transitioned to oversee 150+ collectors in a struggling call center operation, where she implemented a new coaching and call model that drove a 38% increase in cash collections within the first quarter. She also created capacity planning frameworks and a new compensation plan for 450+ collection agents to enhance efficiency and scalability during an intensely volatile period all while driving performance.

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In addition to her servicing experience, Sue spent six years in mortgage originations overseeing Quality & Compliance, Licensing, Loan Officer Training, and Processing & Closing operations. Her leadership led to a 4.41-day reduction in processing turnaround time and a 47% improvement in quality results.

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Fluent in Spanish, she brings cultural fluency and communication skills that strengthen borrower relationships and team dynamics alike. Her influence extended beyond the day-to-day operations, where she co-founded the Ocwen Women’s Affinity Group, growing it to 4,000 global members and creating an inclusive space for collaboration and mentorship.

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Sue holds an MBA from Barry University and a Bachelor of Arts in Psychology from the University of South Florida. She is a licensed Florida Mortgage Loan Originator and has served in several leadership and mentoring roles, including as past President of Toastmasters and a volunteer with Big Brothers Big Sisters of South Florida.