EDWIN PARKER KIRBY

West Melbourne, FL 32904 (407) 973-6111 edwinparkerkirby@yahoo.com

SR. LEVEL MORTGAGE EXECUTIVE

Dynamic, results-oriented, quality focused senior mortgage executive with 19 years of multifaceted and
progressively responsible expertise in diverse financial service and retail environments. Demonstrated
ability to foster team spirit, position staff for professional success, and unite employees in diverse
populations. Proven background in leading top-performing teams, enhancing productivity, exceeding
departmental goals, and supporting company vision.

AREAS OF EXPERTISE
Mortgage Call Centers Mortgage Operations Staff Leadership Quality Control Assurance
Productivity Improvements Program Implementation Cross-Departmental Communication
Customer Assistance Loan Modifications Loss Mitigation Collections Trend Analysis
Vendor Relations Policies & Procedures Presentations Team Facilitation Reporting
Troubleshooting
PROFESSIONAL EXPERIENCE
WINGSPAN PORTFOLIO ADVISORS, Melbourne, FL
2013-2014
Loan Modification Manager/AVP
Provided leadership for Customer Assistance Specialist Department, taking over low performing
team, coaching them into the top team for 2013, and receiving highest annual performance ratings.
Held key responsibility for auditing associates, pre-underwriting, escalations, vendor relations,
employee development, telephony, and quality assurance.
Proficient in policies regarding Regulation B, Regulation X, FDCPA and Department of Justice
guidelines, FHLMC, USDA, FHA, and VA.
Key Accomplishments:
Served as integral member of department that serviced high-profile JPMorgan Chase customers.
Instituted program that lowered Department of Justice fines by more than 90%.
Managed centralized, high-risk portfolio (Regulation B) through strict change management process,
ensuring all performance and cost benefit analysis metrics were achieved and leading to top-performing
and most profitable Regulation B Department throughout all of JPMorgan Chase.
Achieved record-setting metrics and nationally ranked in top quartile for company performance, while
maintaining top account per employee numbers in the company.
Slashed first lien Regulation B violations by more than 90% ($21 million down to $330,000).
Refined loan triaging process, increasing productivity by more than 50%.
Increased quality assurance scores from less than 90% to above 96% in 18 months through audit and
compliance oversight.

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JPMORGAN CHASE, Melbourne, FL
2008-2013
Loss Mitigation Manager/AVP
Created new Sub Prime Loss Mitigation Department to manage collections, loss mitigation and
relationship management.
Selected, trained, and coached a team of 25 phone representatives.
Proficient in loss mitigation, foreclosure, and collections, including all loan modification processes.
Key Accomplishments:
Selected to spearhead culture pilot that instituted quality scores and guidelines, resulting in a companywide implementation of a comprehensive customer satisfaction initiative.
Increased productivity by 25%, approved thousands of loan modifications, and served a leader for team
that helped save hundreds of homes from foreclosure.
Group named top relationship management team for FHLMC in October and November 2010, and top in
Chase private loans for March 2011.
Awarded Top Supervisor recognition in Chase relationship management in 2010.

EDWIN PARKER KIRBY, Page 2

WASHINGTON MUTUAL, Melbourne, FL
2004-2008
Mortgage Production Operations Manager/AVP
Led new Credit Line Management Department (CLM), creating guidelines and processes.
Facilitated Closing and Funding Department within home equity loan fulfillment center, as well as 7
sub-departments that included Retail, Team Support Specialists, Closing, Pre-Funding, Funding,
Resolutions, and Post-Funding Units.
Supervised back office operation that processed thousands of loans each month, with equity loans
and lines of credit for more than 40 states.
Coordinated bimonthly conference call with more than 700 Chase branches, developing topics,
introducing speakers, and facilitating questions and answers.
Served as driving force behind the success for 25 direct reports, building and developing highperformance teams through coaching, career-pathing, and cross training.
Crafted task-based measurement system to substantiate employee performance and verify
consistently improved monthly performance.
Key Accomplishments:
Dropped aged loans below 5% after implementation of modeling and measurements, with a 20% increase
in performance.
Liaised with international operations in India to streamline closing process, manage vendors, and cut
internal costs by more than 40%.
Achieved top honors in 2006, with recognition as most profitable site and highest quality ratings.
Department achieved 100% quality 4 times in 1 years.

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CHASE MANHATTAN MORTGAGE CORPORATION, Columbus, OH
1996-2004
Performance and Quality Management Supervisor, 2002-2004
Collections Supervisor, 1998-2004
Loan Counselor, (1996-1998)
Promoted to manage daily activities and associates in quality and call center operations of teams in
collections, bankruptcy, and foreclosure, providing quality assurance for inbound collections.
Promoted from within to guide scope of quality department, with key responsibility for monitoring and
grading telecommunications for collections, customer care, and home equity call centers
Supervised a team of 20 Quality Coaches and monitored and graded quality of 30 Loan Counselors and 2
Job Coaches (Assistant Supervisors).
Employed teleconference and videoconference tools to perform cross-site calibration of scoring criteria
with San Diego, CA; Cleveland, OH; and Monroe, LA markets.
Key Accomplishments:
Tasked with creating a F.O.R.E. (Focus on Recognizing Excellence) program for call center, successfully
increasing departmental morale and productivity.
Individually spearheaded the creation and production of performance evaluation criteria.
Successfully coached direct reports toward promotions, with 15 raised to supervisory positions, 2 to
Mortgage Officers, and one to Assistant Vice President.
Recognition throughout tenure included 57 Service Star Awards for Job Excellence (1996-2004),
Leadership Award (2003), Top Performing Collections Team based on monthly team statistics (1999,
2000, 2001), and Spot Award for above and beyond the call of duty (1998).

EDUCATION

The College of Wooster, Wooster, OH, Bachelor Arts, cum laude, Speech Communications
TECHNICAL SKILLS

Proficient in Microsoft Office, Project, Visio, Witness, CentreVu, Fortracs, Ivault, Crystal, Lotus Notes,
Cold, Adobe Acrobat, Access, and Horizon