BILL R. LANE4329 3 R D STREET LANE NW HICKORY, NORTH CAROLINA 28601

828 -514 -1421 B L A N E 4 3 2 9 @ G M A I L . C O M

OBJECTIVETo obtain a position with a progressive organization where I can effectively utilize my management and leadership skills to make a positive contribution to the organization, along with advancing personal career objectives.

WORK EXPERIENCE – BANK OF AMERICA November 2013 – December 2015 –Vice President - Senior

Group Operations ManagerDefault Relationship Manager

Designated as single point of contact with state Attorney Generals (AG) offices, Congressional offices and other elected officials within DE, PA,NJ,CT, NH, ME, RI and VT.

Managed Client Coverage Model team responsible for executive level complaint resolution.

Relationship Management - Represented Bank of America at numerous state Attorney General sponsored events and other client facing outreach functions.

Portfolio management and primary owner of issues & trends impacting multiple cases in the mortgage default portfolio within my defined geographic region. Project Management.

Managed Enterprise Estate Unit Task Force – Significantly reducing backlog of client claims

Manage Third Party relationships through outreach and maintaining service standards

Partner with other lines of business across enterprise to effectively resolve issues which could potentially create business and/or reputational risk for Bank of America.

Identify and define core portfolio and relationship issues for default related issues. Oversee, communicate and negotiate remediation actions, eliminating risk to the Bank.

Partner with Market Presidents and Local Market Delivery Managers to manage complaint resolution, improve client satisfaction and manage risk.

June 2009 – November 2013 -Vice President – Southeast Region Manager – LandSafe Appraisal Services – Bank of America

Responsible for multiple District Teams over a multistate area, meeting and exceeding line of business expectations. Successfully managed 150 +/- appraisal and review appraisal associates.

Managed internal Review Team ensuring regulatory compliance and reducing risk to the Bank.

Vendor Management – Sourcing of appraisal products, establishing structured fee schedules, product pricing and negotiation of fees paid

for complex real estate services. Managed risk, quality and service level agreements with internal and

external real estate service providers. Managed several review teams and preformed quality audits as required.

Reviewed and approved appraisal products for jumbo and super jumbo mortgage loans.

Provide solutions for settling complex executive escalations, customer service concerns, client escalations and value issue resolutions through appropriate channels and resources

Develop and maintain executive level, branch level and associate level relationships.

Lead major projects with significant business impact, such as Self-identified Audit Issue projects related to production and vendor performance objectives and quality.

Create and execute development plans for direct and indirect associates to meet and or exceed corporate expectations. Established operating policy for internal associates managed through strategic and tactical planning meetings and weekly conference calls with leadership team.

Ensure appropriate staffing levels, identifying opportunities for additional resources where supportable.

August 2005 – June 2009 District Manager - LandSafe Appraisal Services - Bank of America

Assist with the integration of the BAC Home Focus management team with LandSafe Business Model

Manage Staff and Review Appraisers in NC, SC, VA, DC, MD and GA. Responsible for Appraiser and Reviewer production, service and

quality. Managed fee appraiser relationships and quality. Resolve and approve value reconsiderations and jumbo appraisals. Managed escalated customer service and value dispute issues to

resolution.

WORK EXPERIENCE – OTHER COMPANIES

July 1997 - August 2005 RELS Valuation / Wells Fargo

Area Appraisal Manager Manage Staff Appraiser teams in NC, SC, GA and VA. Hiring, training

and managing performance expectations. Responsible for P&L with annual budgets in excess of $5,000,000. Responsible for Fee Panel management and maintenance within

designated area - establishing fee plans, adherence to quality standards, and service level agreements.

Created and maintained executive level and branch level client

relationships

July 1994 - July 1997 First American Appraisal Services Charlotte, North CarolinaArea Appraisal Manager, Chief Appraiser

Managed Staff Appraiser Group in NC, SC, GA and VA. Managed regional office, including management of administrative

staff. Managed service level agreements and set quality expectations with

staff and fee panel. Resolved and approved all value reconsiderations. Responsible for client retention and relationship management.

October 1990 - July 1994 First American Appraisal Services Charlotte, North Carolina Staff Appraiser

1985 - October 1990 Lane, Hennessee and Associates Morganton, North CarolinaOwner Broker Real Estate Brokerage Services

EXTRACURRICULAR ACTIVITIES

NC Certified Residential Appraiser – A 743

Created and distributed quarterly Valuations Wrap Up newsletter for all LandSafe production associatesDeveloped Real Estate Appraisal Training Decks for Mortgage Loan Officers