About CASE Files
The USFN CASE Files virtual four-part series continues with Series 4: Operations. Series 4 features four modules offering real-world applications and practical examples you can implement right away. Each 30-minute pre-recorded session is led by experienced USFN members providing a range of different, but balanced perspectives on the series topics. All modules can be viewed on-demand anytime and asynchronously. Find detailed information about each module below. Register today to access all four modules in the Operations series online and watch each session at your convenience.
Who Should Sign Up
CASE Files is developed especially for servicers and USFN members with mid-level industry experience (5-10 years) who are looking to dig into the nuances of their work. If you're cross-training from another team or department with less than 10 years of experience, you'll find value in CASE Files based on your interest areas and training needs.
Register Now for Access to All Four CASE Files Series!
SERIES 4 MODULE FEATURES
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Module 1: Client Systems & Maintenance
Speakers
Caren Castle, The Mortgage Law Firm, PC
Lois Vitti, Vitti Law Group, Inc.
Caren Castle, The Mortgage Law Firm, PC
Lois Vitti, Vitti Law Group, Inc.
Session Description
Whether you’re working on one client system platform or all of them simultaneously, it takes a lot to keep the records clean and up to date. This session discusses utilizing and maintaining online case management systems. So whether you’re on the firm side or servicer side, big or small, tech-savvy or not, join the conversation as we discuss the record system world we live in while identifying some of the pitfalls, opportunities, and best practices we should keep in mind.
Whether you’re working on one client system platform or all of them simultaneously, it takes a lot to keep the records clean and up to date. This session discusses utilizing and maintaining online case management systems. So whether you’re on the firm side or servicer side, big or small, tech-savvy or not, join the conversation as we discuss the record system world we live in while identifying some of the pitfalls, opportunities, and best practices we should keep in mind.
SESSION OUTLINE
- What a Client System Does
- System of record for notes and date milestones
- Document repository
- Communication portal
- Information/documentation request portal
- Invoicing platform
- Different from the mortgage servicing platform
- Maintenance Options
- Manual entry
- Employees data input from law firm case file to online client system
- Can connect working knowledge of the case file to update online record
- Can be more expensive
- Slower
- Human error comes into play
- Employees data input from law firm case file to online client system
- Automated entry
- Technology imports/exports between law firm case file to online client system
- Can lose nuance of case file knowledge to updating online record
- Sometimes results in square peg v. round hole situations
- Often cheaper
- Faster
- Technology errors come into play
- Technology imports/exports between law firm case file to online client system
- Hybrid entry
- Using a blend of manual entry and automated entry
- Can result in a tailored approach to best suit an individual firm’s strengths and weaknesses
- Likely increases accuracy
- Allows flexibility to connect working knowledge of staff to the online record
- Using a blend of manual entry and automated entry
- Manual entry
- Things to Keep in Mind
- The client system is often a main source of communication, so things like accuracy and promptness will shape how your company is perceived
- Be thorough but not too thorough
- When things need to be explained, be sure to share all the words that need shared, but remember it’s not a college essay exam or a Brief you’re writing
- Use of technology is a double-edged sword – relying on it too much or two little can spell disaster
- Understand client expectations
- If you don’t have a common understanding, being prompt and responsive won’t matter because things will be wrong
- No system is perfect
- No matter what, every system fails in some way so have a line of communication and relationship with someone for those 1% instances that fall outside of the norm
SPEAKER PROFILES
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Caren Castle California Managing Attorney The Mortgage Law Firm, PC Caren Castle is licensed to practice law in Colorado and California. Since 1982, her practice has been primarily within the mortgage banking industry, and exclusively since 1988. In addition to practicing law, she was an adjunct professor at the University of Colorado, Denver, teaching business law. Castle served on the Board of Directors for USFN and was the organization’s first female president. She has received USFN’s Member of the Year and The Founders Award. Ms. Castle is currently a member of the Advisory Counsel for Legal League 100 and served as the Counsel’s first chairperson. She was also the first chair of ALFN’s Women in Legal Leadership subgroup and currently serves as the vice-chair of ALFN’s IDEA subgroup. She has spoken extensively to mortgage attorneys, real estate professionals, housing counselors, and others on issues like foreclosures, the Federal Fair Debt Collection Practices Act, loss mitigation, compliance, bankruptcy, title, and other mortgage default servicing issues. In the past, Castle has participated on committees with the U.S. Department of the Treasury and the Mortgage Bankers Association, Women’s Chamber of Commerce, Colorado Mortgage Lenders Association, and California Mortgage Bankers Association. In 2011, she was named one of the influential women of the housing economy by Housing Wire and in that same year received an award as one of the top women in the mortgage banking and real estate services by Five Star. Most recently, in 2024 she received ALFN’s Industry Achievement Award. |
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Lois Vitti Owner Vitti Law Group, Inc. Lois M. Vitti, of the Pittsburgh-based Vitti Law Group, Inc., has over 25 years of experience in regulatory and litigation matters arising out of bankruptcy, commercial, real estate, securities and subrogation matters at all stages including mediation, conciliation, trials, and appeals. Vitti also advises corporations, drafts corporate documents, litigates disputes, and protects intellectual property rights. She speaks often at conferences, universities, and seminars in the areas of business leadership, foreclosure, bankruptcy, and litigation. She currently handles matters in Pennsylvania, New York, and New Jersey. |
Module 2: Referral Packages: Off to a Great Start
Speakers
John Kay, Hutchens Law Firm LLP
Lisa Lee, McCalla Raymer Leibert Pierce, LLC
Session Description
A complete, accurate, and timely referral is the key to meeting foreclosure deadlines. This session takes a deep dive into the components of a complete referral package. We will examine the necessary documents and data points. We will also review key information that must be conveyed between the servicer and law firm to prevent issues downstream. As the referral is the foundation of the foreclosure process, this session will give attendees the advantage when commencing a foreclosure action.
John Kay, Hutchens Law Firm LLP
Lisa Lee, McCalla Raymer Leibert Pierce, LLC
Session Description
A complete, accurate, and timely referral is the key to meeting foreclosure deadlines. This session takes a deep dive into the components of a complete referral package. We will examine the necessary documents and data points. We will also review key information that must be conveyed between the servicer and law firm to prevent issues downstream. As the referral is the foundation of the foreclosure process, this session will give attendees the advantage when commencing a foreclosure action.
SESSION OUTLINE
- Data is the Foundation
- Data Points Needed at the Outset
- Who: Borrowers/Mortgagors & SSN, Foreclosing Entity
- What: Loan# & Type, UPB, Original Balance, Property Type, Interest Rate
- Where: Property Address, Mailing Addresses
- When: Date of Mortgage, Date of Default, Date of Last Payment
- Why: Reason for Default
- Documents are the Framework
- In all states we need copies at a minimum. In original document states we need the original loan documents to proceed.
- Note
- Endorsements/Allonges
- Mortgage/Deed of Trust
- Assignments
- Demand Letter
- State Required Foreclosure Notification & Registration (e.g. NY 90 day MD NOI)
- FHA Face to Face
- Loan Modifications
- Last Monthly Statement
- Payoff
- In all states we need copies at a minimum. In original document states we need the original loan documents to proceed.
- What We Don’t Know Can Hurt Us
- When the borrower, their family, or their attorney reach out we need to share the details.
- Occupancy Status
- Death of Borrower
- Email Addresses
- Attorney for Borrower
- Successors in Interest
- Condition of Property
- When the borrower, their family, or their attorney reach out we need to share the details.
- Data Points Needed at the Outset
SPEAKER PROFILES
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John Kay Managing Attorney, South Carolina Hutchens Law Firm LLP John Kay is the managing attorney for the South Carolina office of the Hutchens Law Firm. Kay focuses his practice in the areas of mortgage default servicing, real estate, and bankruptcy and is a frequent speaker at continuing legal education seminars on issues related to these areas. Kay has over 30 years of experience in representing mortgage lenders and servicers. He has been an active member of USFN for more than two decades and is a member of the USFN Education Committee, formerly serving as the Committee Chair. Kay has also served on the Advisory Committee for the United States Bankruptcy Court for the District of South Carolina. |
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Lisa Lee Chief Marketing Officer McCalla Raymer Leibert Pierce, LLC Lisa Lee has extensive experience in the default servicing industry, having begun her career at a servicing operation before law school. Her practice has focused exclusively on creditor’s rights in Pennsylvania and New Jersey since 1996. Lee is a frequent speaker at industry events, is a member of several industry committees and task forces, and currently serves as the President of the Board of Directors of the USFN, the leading industry organization. |
Module 3: How to Make a Scorecard Work for You
Speakers
Adam Diaz, Diaz Anselmo & Associates, P.A.
Laura O'Sullivan, McCabe, Weisberg & Conway, LLC
Session Description
This session discusses the pivotal role of scorecards in optimizing mortgage servicing operations and the relationship between the servicer and the law firm. It emphasizes the importance of clearly defined key performance indicators and the utilization of communication and response processes to ensure collaboration between all parties to reach common outcome goals. In this session, we will discuss challenges that come from an imbalance of data, state-specific nuances, holds, and setting realistic expectations that require adaptable standards to align with business needs and operational realities.
Adam Diaz, Diaz Anselmo & Associates, P.A.
Laura O'Sullivan, McCabe, Weisberg & Conway, LLC
Session Description
This session discusses the pivotal role of scorecards in optimizing mortgage servicing operations and the relationship between the servicer and the law firm. It emphasizes the importance of clearly defined key performance indicators and the utilization of communication and response processes to ensure collaboration between all parties to reach common outcome goals. In this session, we will discuss challenges that come from an imbalance of data, state-specific nuances, holds, and setting realistic expectations that require adaptable standards to align with business needs and operational realities.
SESSION OUTLINE
- Key Performance Indicators
- Milestones
- Common Delays
- Avoiding Delays
- Down Chain Effects of Delays
- Complete Referral Packages
- Document Revisions
- Communication
- Effective Scorecards
- Rebuttal Process
- Flexible Around State Nuances
- Communication and Monthly Status Calls
- Challenges
- State-specific Issues/One Size Fits All Scorecards
- Routine Delays
- Restarts
- Timing of Review Period
- Lack of Rebuttal Process
- Limited Sample Sizes
- Realistic Expectations and Goal Setting
- State-specific Issues/One Size Fits All Scorecards
- Milestones
SPEAKER PROFILES
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Adam Diaz Partner Diaz Anselmo & Associates, P.A. Adam Diaz is a Partner at Diaz Anselmo & Associates, P.A. in Ft. Lauderdale. He is AV Rated by Martindale-Hubbell which is the highest peer rating for Ethical Standards and Legal Ability and is barred in Florida, Illinois, Ohio, and Wisconsin. Diaz has concentrated his practice in the areas of mortgage foreclosure and real estate, bankruptcy, consumer protection actions, and commercial litigation. He is admitted in all Federal Courts in Florida as well as the United States Court of Appeals for the Eleventh Circuit. |
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Laura O'Sullivan President McCabe, Weisberg & Conway, LLC Laura O'Sullivan, President of McCabe, Weisberg & Conway, LLC, has practiced in the area of creditors’ rights for nearly 30 years. She currently focuses her practice through managing a law firm representing creditors in bankruptcy, foreclosure, eviction, loss mitigation, receivership, lender liability litigation, and REO settlements. |
Module 4: The Growing Trend Toward Automation
Speakers
Carie Anne Deal, McCabe, Weisberg & Conway, LLC
Jorge Rios-Jimenez, The Mortgage Law Firm, PC
Session Description
This session will discuss the trend toward automating many of our daily processes within the mortgage default spectrum. We will touch on how automation adds efficiency to the process, what tasks can be automated, and the limitations of automation. We will also take a look at how artificial intelligence and automation intersect and deviate. With automation on everyone’s minds, this is sure to be an informative and engaging session.
Carie Anne Deal, McCabe, Weisberg & Conway, LLC
Jorge Rios-Jimenez, The Mortgage Law Firm, PC
Session Description
This session will discuss the trend toward automating many of our daily processes within the mortgage default spectrum. We will touch on how automation adds efficiency to the process, what tasks can be automated, and the limitations of automation. We will also take a look at how artificial intelligence and automation intersect and deviate. With automation on everyone’s minds, this is sure to be an informative and engaging session.
SESSION OUTLINE
- Automation and Efficiency
- Increases output, leaves time for employees to focus on more tedious tasks
- Does it actually lower the number of FTE needed?
- Human error considerations
- What tasks are currently being automated?
- Referral
- Filing
- Redacting
- Anything else?
- What are the current limitations on automation?
- Do clients allow?
- Is a human review still necessary?
- What happens if it malfunctions?
- The split between AI and Automation
- The basic differences
- The basic similarities
- Examples of each
- The future intersection
SPEAKER PROFILES
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Carie Anne Deal Chief Operating Officer McCabe, Weisberg & Conway, LLC Carie Anne Deal is an industry expert with a 20+ year background in legal technology, specializing in process improvements, technology integration, and operations management. With a keen focus on optimizing operations and harnessing the power of emerging technologies, she continues to be a driving force in shaping the future of McCabe, Weisberg & Conway, LLC through her thought leadership and dedication to excellence. |
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Jorge Rios-Jimenez Director The Mortgage Law Firm, PC Jorge Rios-Jimenez is an experienced professional with 19 years of dedicated service in the legal field. Rios-Jimenez's expertise extends beyond this domain, encompassing various areas such as information technology, real estate title services, operations, process improvement, and the implementation of legal and compliance initiatives. As a go-to resource for mortgage servicers, he consistently provides valuable support and guidance in training and education. Through comprehensive knowledge of the industry, Rios-Jimenez has been instrumental in streamlining processes, ensuring compliance with regulatory requirements, and optimizing operational efficiency. |
Learn more about CASE Files Virtual Workshop Series
Click on the links below to learn more about each series, including session outlines and speaker bios.
Content Disclaimer
All content, presentations, handouts, emails, website content, mobile app content, etc. provided by USFN in its publications, in connection with USFN events and otherwise (“Content”) is for educational purposes only, and should not be considered legal advice or a legal opinion. Every matter is different and poses a unique set of facts and circumstances. Legal advice can only be provided after analysis of all the facts and circumstances of a particular matter. In addition, all Content is current only through the date it is provided, and may change after that date due to changes in the law, custom, industry standards or best practices. We suggest that you consult with your USFN local counsel if you wish to retain a firm to provide legal advice on a particular issue or matter. Please do not hesitate to contact USFN for contact information for our firms for that purpose.
All content, presentations, handouts, emails, website content, mobile app content, etc. provided by USFN in its publications, in connection with USFN events and otherwise (“Content”) is for educational purposes only, and should not be considered legal advice or a legal opinion. Every matter is different and poses a unique set of facts and circumstances. Legal advice can only be provided after analysis of all the facts and circumstances of a particular matter. In addition, all Content is current only through the date it is provided, and may change after that date due to changes in the law, custom, industry standards or best practices. We suggest that you consult with your USFN local counsel if you wish to retain a firm to provide legal advice on a particular issue or matter. Please do not hesitate to contact USFN for contact information for our firms for that purpose.
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