Schanavia Williams
Afton
Summary
Results-driven policy expert with a strong focus on regulatory compliance and loan collection strategies. Proven ability to enhance customer satisfaction and streamline processes, ensuring efficient service delivery.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Supervisory Veterans Experience Division
VA Debt Management Center
Saint Paul
05.2009 - Current
- Provide clear and detailed explanations of VA policies and procedures related to the partial release of securities to servicers. Guide servicers through the step-by-step process for requesting and executing a partial release of securities. Inform services about the necessary documentation required to support a partial release request, including borrower’s consent, and other pertinent information. Review requests from servicers to determine if the proposed partial release meets VA guidelines and eligibility requirements. Respond promptly to inquiries from servicers related to partial release cases, providing accurate and helpful information. Monitor timelines to ensure that requests are processed within acceptable timeframes and communicate any delays to servicers. Address and resolve any issues or challenges that arise during the process. Generate regular reports on activities, including the number of requests, and average processing times, and provide these reports to management.
- Ensures accurate and timely responses to information requests and controlled correspondence pertaining to Loan collection. Log and track all incoming information requests and control correspondence to ensure timely handling. Categorize requests based on urgency and complexity and prioritize them accordingly to allocate resources efficiently. Conduct thorough research by gathering relevant information from various sources within the Loan collection Administration department, including databases, documents, and personnel. Analyze information to ensure it is accurate, complete, and relevant to the query or requested correspondence. Draft clear and concise responses to information requests and controlled correspondence based on gathered data and analysis. Ensure that all responses comply with VA policies, procedures, and regulatory requirements, as well as any confidentiality and privacy regulations. Make sure all responses are completed and dispatched within the stipulated deadlines to maintain efficiency and stakeholder trust. Communicate with requestors to clarify the specifics of their requests, if needed, and provide status updates on request handling. Coordinate with other departments and stakeholders within the organization to gather information and draft responses effectively. Train staff members on best practices for handling information requests and controlled correspondence, ensuring consistency and quality. Monitor the performance of the information request and correspondence management process, identifying any bottlenecks or inefficiencies. Utilize information management systems, databases, and other technology tools to log, track, and manage requests efficiently. Stay updated on new technologies and tools that can help streamline information request handling and improve response times.
- Researched and responded to inquiries regarding servicing on VA mortgage loan debts, ensuring all options were thoroughly explored.
- Ensures that loss mitigation options are considered and recommends viable options to servicers, including repayment plans, special forbearance, loan modifications, VA Purchases, short sales and deeds in lieu of foreclosure.
- Closely monitors results of Post Audit reviews so that actions necessary for the correction of any deficiencies are resolved in a timely manner to protect the interests of Veterans and VA.
- Ensures assessment and analysis have been processed for each loan collection account. Assess the financial situation of debtors who are struggling to make payments. Review loan data, payment histories, and other relevant information to determine the most appropriate strategies for each case. Recommend repayment plans or temporarily suspend to debt due to financial difficulties. Maintain detailed records of case including options considered and the outcomes. Conduct follow-up reviews to ensure services are implemented with the recommended strategies effectively and follow VA guidelines.
- Served as subject matter expert on home loan default collections policies and regulations, interpreting VA policies and clarifying ambiguities. Created training materials including manuals and presentations, ensuring effective communication and implementation of new policies across departments. Collaborated with compliance teams to address non-compliance issues and managed escalated cases in complex loan collections, advocating for veterans' fair treatment.
- Coordinate with relevant departments to schedule and prepare for audits. Ensure that the audit team is well-versed in VA policies and procedures, and audit objectives are clearly understood. Verify that all expenses claimed are justified and comply with VA guidelines. Ensure that all required supporting documents are included and appropriately filed. Identify discrepancies, non-compliance issues, and potential fraud during post-audits. Provide training and guidance on VA policies, procedures, and best practices to minimize future discrepancies. Recommend process improvements based on audit findings and trend analysis. Conduct random quality assurance checks on audits to ensure consistency and thoroughness. Schedule and conduct follow-up audits to ensure that previous audit issues have been addressed and rectified. Utilize audit management software and other tools to streamline the audit process and enhance efficiency.
- As VA first line Supervisors’ duties include actively hiring and promoting of employees. This requires collaboration with departments heads to create detailed job descriptions that outline the required skills, qualifications, and responsibilities for the various roles. Participation in the initial screening of resumes to shortlist candidates based on their experience, skills, and alignment with the job requirements. Serving on the interview panels to evaluate candidates with a structured and consistent question. Assess candidates’ technical skills, good fit and potential for growth. Utilizing behavioral interviewing techniques to understand candidate’s experiences that align with jobs requirements. Administering technical assessments. Collaborate with other hiring managers and HR to make informed decisions about the best candidates for position. Work with HR to extend job offers and negotiate terms of employment, ensuring alignment with organizational policies and expectations. Developing an effective onboarding program to help new hires integrate smoothly into organization.
- Ensuring equal opportunity for all VA employees in the selection of employees for training, promotions, awards and recognition, participation in teams and other career development opportunities.
- Provides positive and negative feedback to employees. By acknowledging achievements, recognizing improvements, celebrating teamwork and encouraging professional development. Addressing performance issues or corrective behaviors when needed. The process is done by setting expectations, given verbal and written warnings.
- Monitors the work of staff who are providing information, advice, and other stakeholders who write, email, telephone or visit a VA facility.
- Assured that the appropriate staff members were fully conversant with the laws and customs unique to a multiple state region.
- Develop and implement policies and procedures to improve efficiency and effectiveness of loan collection services. Implement an automated system to send reminders about payment due dates, changes in terms, and other important updates. Ensure multiple communication channels are available, including phone, email, and online chat support. Provide clear and accessible educational materials to help debtors understand their loan terms, rights, and responsibilities. Conduct regular surveys to gather feedback from debtors on their experience and areas for improvement. Train customer service representatives in the new communication protocols and best practices. Set up metrics to track communication effectiveness, such as response time and debtors’ satisfaction ratings. Streamline the loan debt modification request process to enhance efficiency and reduce the time to resolution. Create a centralized system for managing all loan debt modification documents and correspondence.
- Regular attended outreach hosted by VSO and SCO organization to represent the organization in industry conferences and networking events to stay updated on best practices and industry trends. Review the conference agenda to identify key sessions, workshops, and speakers relevant to organization's interests. Prepare business cards, company brochures, and other materials for distribution at the event. Summarize key learnings and insights in a report to share with team and leadership. Highlight actionable items and recommendations.
- Planned, organized, and directed operations of local payroll or DMC operations team, assessing impacts of proposed regulatory changes on DMC operations. Made data-driven decisions regarding internal controls to ensure accuracy of VA’s financial reporting data. Managed workflow and timekeeping for 105 employees, empowering VADMC organization to make informed choices regarding new phone center equipment.
- · Performing day-to-day, mid-term, and long-range planning of operational functions in support of VA's debt management program affecting Veterans, servicemembers, and their dependents worldwide. Using system such as e-performances, Calabrio, and outlook.
- · Solving issues arising from unique or exceptional situations that are not covered in existing policy or guidance and require judgement based on policy knowledge. Occurs on a monthly basis when doing fact findings and disputes between 105 VED employee’s agents for one-on-one follow ups and trainings.
- Plan and direct the activities of loan servicing for section staff. Plan, organize, and direct the loan collection servicing operations, ensuring all activities comply with organizational guidelines and regulatory requirements. Supervise and provide guidance to the servicing team, including recruitment, training, and ongoing performance evaluations. Identify areas for process improvements and implement changes to enhance loan collection services effectiveness and customer satisfaction. Monitor and manage loan collection servicing risks, implementing control measures to mitigate potential issues. Address escalated customer issues and complaints, ensuring timely and satisfactory resolution on Elevated lines. Prepare and analyze loan collection servicing reports, providing insights and recommendations to senior management. Collaborate with internal and external stakeholders, including financial institutions and regulatory bodies, to facilitate loan collection servicing operations. Develop and implement long-term strategies to achieve organizational goals in loan servicing.
Associate Business Analyst
Alions Science and Technology Contractor to the U.
Kansas City
08.2006 - 05.2009
- Analyzed business processes to identify areas for improvement and efficiency.
- Supported implementation of quality system by developing and enforcing quality assurance (QA) and quality control (QC) policies and procedures.
- Advised officials, managers, scientists, and engineers on scientific matters, enhancing project outcomes and stakeholder understanding.
- Served as expert in advanced scientific computing and various research fields, contributing to informed decision-making and strategic planning.
Education
Bachelor of Science - Biology
Missouri Western State College
Saint Joseph, MO05-2017
Skills
- Regulatory compliance
- Policy writing
- Collections management
- Budgeting and finance
- Quality assurance
- Data analysis
- Operation Monitoring
- Customer relationship management
- Stress Management
Certification
Professional Based Training and Certifications Conflict, Stress and Time Management training-2026 Financial Management Leadership Training 2026 VA Core Values training-2025
Prevention of Workplace Harassment/ NO FEAR-2025 Customer Interactions training-2025
Connecting with Veterans training-2025 Military Cultural Awareness training-2025
VA Privacy and Information Security Awareness training-2025 Annual Government Ethics Training -2026
Veterans Affairs Time and Attendances System (VATAS) Employee Role training-2026 CPR/Firs Aid-2026
Systematic Planning Process and Quality Assurance Training-2025 Data Quality Assessment-2025
Information and Security Awareness Training-2025
Prevention of Workplace Harassment/ NO FEAR-2025 Customer Interactions training-2025
Connecting with Veterans training-2025 Military Cultural Awareness training-2025
VA Privacy and Information Security Awareness training-2025 Annual Government Ethics Training -2026
Veterans Affairs Time and Attendances System (VATAS) Employee Role training-2026 CPR/Firs Aid-2026
Systematic Planning Process and Quality Assurance Training-2025 Data Quality Assessment-2025
Information and Security Awareness Training-2025
Timeline
Supervisory Veterans Experience Division
VA Debt Management Center
05.2009 - Current
Associate Business Analyst
Alions Science and Technology Contractor to the U.
08.2006 - 05.2009
Bachelor of Science - Biology
Missouri Western State College