Jonathan Heidenreich
Pittsburgh
Summary
Dedicated and proactive servicing professional, and educator, with a proven track record of managing high-volume loan portfolios, mitigating default risks, and enhancing borrower experience while achieving the highest return for investors. Recognized for significant growth in Servicing expertise and fostering high levels of cross-departmental communication to increase DQ loan resolutions. Committed to delivering results through adept communication, strong negotiation, data-driven analysis, and a supportive, collaborative approach within senior-level team roles.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Asset Resolution Specialist
Kiavi Lending
Remote
01.2023 - Current
- Manages a complex portfolio of over 150 defaulted loans, implementing strategic loss mitigation and workout plans to bring accounts current and satisfy the loans.
- Analyzes financial impact and implementation of loss mitigation options, including short sales, reinstatements, and deeds in lieu, to maximize investor returns.
- Collaborates closely with investors and internal departments (Foreclosure, SOS, Borrower Advocacy, REO) to negotiate strategies and provide proactive documentation support.
- Communicates complex technical guidelines while guiding borrowers through difficult resolution decisions.
- Sets clear borrower expectations and maintains strict timelines throughout delinquency, maintaining a rigorous outreach cadence of every 3 days or fewer.
- Prepares and presents monthly company-wide sync reports on delinquency trends, market insights, and asset resolution performance figures utilizing Tableau and system-of-record data.
- Trains new staff on resolution protocols and best practices for client interactions.
- Maintains detailed records of all interactions and resolutions for future reference and analysis purposes
Default Prevention Specialist
Kiavi Lending
Remote
2023 - 2024
- Maintained proactive outreach to a high-volume loan pipeline to prevent delinquency and facilitate loan satisfaction- consistently resolving all bounce payments month over month.
- Identified at-risk borrowers through cross-team collaboration, determining optimal intervention approaches to ensure mutual success for the firm and borrower.
- Partnered with compliance teams to develop and refine default prevention policies and techniques.
- Resolved escalated mortgage inquiries and processes payoffs with meticulous documentation in the system of record.
- Maintained accurate documentation of outreach activities and client interactions for compliance purposes.
- Provided strategic recommendations based on research to optimize prevention initiatives within the organization.
Senior Customer Care Specialist
Kiavi Lending
Remote
2022 - 2023
- Acted as the primary point of contact for borrowers, resolving inquiries related to monthly payments, modifications, and refinances.
- Processed complex transactions including loan activity updates, proof of insurance, and borrower bank information changes.
- Assisted Post-Closing and pilot program teams to ensure accurate loan data and seamless customer transitions.
- Collaborated with cross-functional teams to streamline issue resolution processes.
- Trained new team members on customer service protocols and best practices.
- Provided borrowers with detailed information on company products, services and materials.
- Responded to customer inquiries via phone, email and web-based platforms with a 100% response rate
Doc Drawer Specialist
Kiavi Lending
Remote
12.2021 - 2022
- Coordinated the closing process to ensure that all documents all terms of the loan are correct
- Fostered relationships with closing agents, brokers, borrowers, and team members during the process of lending
- Conducted thorough reviews of all closing conditions and requirements involving, but not limited to, accurate reconciliation of fund disbursement, op-point communication to all settlement agents, and timely coordination of 3rd party documents (hazard insurance, flood insurance, and title commitments)
- Verified quality insurance on final title policies
- Communicated with applicants, attorneys, closing agents, and vendors to answer questions and resolve issues
- Prepared all loan-closing documents and ensured that all closing details maintained compliance with state and federal regulations
- Created process documentation and workplays to standardize workflows and reduce errors
Substitute Teacher (English)
Mt. Lebanon School District
Pittsburgh, PA
01.2016 - 2020
- Assumed the classroom management responsibilities of the absent educator, maintaining established standards and expectations.
- Faithfully implemented lesson plans while adapting whenever necessary (in such cases as the plans were were not thorough or lacked required materials).
- Collaborated with teachers to provide consistent support during planned activities and assessments.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
Education
Bachelor of Arts - Secondary English Education
Point Park University
Pittsburgh, PA2015
Skills
- Conflict resolution and De-escalation
- Team building
- Time management
- Large volume multitasking
- Self motivation
- Public speaking
- Excellent communication
- Pedagogy
Certification
- PA teaching Certificate, 2015- Present
Timeline
Asset Resolution Specialist
Kiavi Lending
01.2023 - Current
Doc Drawer Specialist
Kiavi Lending
12.2021 - 2022
Substitute Teacher (English)
Mt. Lebanon School District
01.2016 - 2020
Default Prevention Specialist
Kiavi Lending
2023 - 2024
Senior Customer Care Specialist
Kiavi Lending
2022 - 2023
Bachelor of Arts - Secondary English Education
Point Park University