MKTG 1960 Professionalism in Business

Mentor Interview
You are to interview an individual employed in the career field you are majoring in or
might like to work in (if you have not declared a major). You will need 2030 minutes
to conduct the interview. It is preferred that the interview be conducted at their place of
business, so you can observe their work environment. If this is not possible, they can
describe their work environment.
At minimum, you will ask the following questions. You might ask more questions,
depending on the individual you are interviewing, their position, and what information
they are willing to provide.
1. Interview date, time, and location. 11/2/201 11:00 AM. 11/04/2015 12:16 pm In
the Jordan River Conference Room. SPS corporate office location off of 3900 S.
2. Interviewee name, company, position/title, phone number and email address.
Lindsay Lachance Select Portfolio Servicing, Supervisor SPOC team.
Lindsay.lachance@spservicing.com 801-318-8286
3. How long have you worked for your current employer about Can you describe the
path you took to reach your current position (education and previous work
experience)?
She has worked for the company for almost 7 years . She has been in her current
position as a MHA/Affirmation Single Point of Contact (SPOC) Supervisor for
about 3 months now, but before she was a late stage collections supervisor for about
4 years and before that she was an affirmation agent for 1 year and a loan servicing
rep for 2 years.
4. What are your major duties?
Managing her team to make sure they are compliant with new changes in regulation,
taking escalated calls. Making sure her team is adhering to their schedules, mitigating
loss by submitting right workouts and meeting the contact deadlines required by
MHA program. Making sure everyones affirmations are complete and thorough
before any foreclosure. Auditing the exception reports for out of standard SPOC work
to find out why they fell out of standard. Coaching violations. Interviewing new hires.
Sending out SPOC assignments, callback requests, and distributes. Updating
schedules and updating AUX time for each agents out of adherence of their schedule.
5. Can you describe your typical workday?

First she sends out everyones SPOC assignments and splits the assignments for the
team members that are not in the office. Then starts updating the prior days AUX and
schedule adjustments. Then I audit failed calls before I go to the SPOC supervisor
team huddle to go over call stat goals and go over our goals for the day or if there is
special assignments that need to be finished. Then she typically goes to break, after
her first break she audits failed calls if there is any and then she coaches the agents.
Each day is different though because we have many department meetings to go over
changes in the organization especially because of the move to the new location.
6. What aspects of your job do you enjoy the most? Why?
She enjoys helping agents get the most out of their job duties, mainly because it helps
her get a better paycheck the better her team does and its satisfying helping others
succeed.
7. What job duties do you enjoy the least? Why?
Firing agents or writing agents up because I always feel like I could do better,
however it isnt always my fault and thats is a difficult thing.
8. On average, how many hours do you work per week?
Anywhere from 40 to 50 hours a week on average, near the end of month it feels like
its more though.
9. Is travel required for your position? If so, how often, where and for what
purposes?
She has never had to travel but other supervisors have had to travel to different states
to go to court for certain situations to explain conversations they had with clients.
Most commonly its traveling between offices for meetings with investors or higher
management.
10. What percent of your time is spent working alone? With others?
Almost 70 to 80 % of her time is spent with others. Like her team and other
management. While around 20% to 30 % is working on audits and busy work.
11. Describe the working relationships you must develop within your company (Other
employees, departments, etc. you work with)?
The working relationships she has is with the collateral departments and the
underwriting departments so she can assist in escalated or confusing situations.
Management is constant relationship for updates and special campaigns that are
needed to be completed.

12. Describe the working relationships you must develop outside of your company
(Customers, suppliers, vendors, partnerships, etc.)?
When corporate visitors or investors come in office we have to maintain a
professional attitude and appearance because they have a really big impact on how
our business runs. Like regulators that come and audit the company. She doesnt have
much one on one time unless its one of our current investors asking for clarification
on a process or if they are Y jacking with agents or listening to her agents calls.
13. Describe your most successful project.
Her most successful project was being ahead of the transition from Loss Mitigation to
the SPOC team. She diagnosed a lot of the errors that first occurred with the SPOC
assignment report and made sure it was functioning successfully. Her team (my team)
was the first to transition to the SPOC team, so she was in charge of making the
transition for the first teams successful and ironed out and issues that arose so other
teams transitioning over did so smoothly.
14. Describe a project that didnt go as planned and what you learn from it.
She was ahead of the SPOC transition and when it first happened the reporting was
off for a long time which caused a lot of confusion between the first teams switching
over. So initially the successful transition was a rocky one but she learned that she
could delegate more effectively to other supervisors.
15. What personality traits/characteristics do you believe someone must have to be
successful in your position?
Patience is super important, dealing with escalated calls or difficult agents takes a lot
of patience. Time- Management and prioritizing time is also key so you can meet
important deadlines, deadlines are huge in this industry because it could mean
thousands of dollars. Good leadership and motivation skills. Having a positive
attitude. Integrity is big because you will have a lot of stressful situations that can
test you to your core. Having Intensity and a go getter attitude.
**Observe and describe their work environment, or have the interviewee describe it,
if this is a telephone interview.
The Work environment is a very intense environment, lots of meetings with investors
and clients going on. Conference room is used a lot, we had to move a couple of
times and schedule different times to finish the interview because of the
Thank the interviewee sincerely

Ask for a business card.

Type your answers to the interview questions, attach the business card to the report (if
one was provided), and include the report in your homework portfolio.
**This assignment must be included in your ePortfolio.