Kianna Lane - Business Process Servicing Manager (Servicing)
“I chose Freedom because I was looking for a place where I could grow and fully utilize my skillset.”
Kianna is the Business Process Servicing Manager in our Escrow Administration Department, managing the Flood, Hazard Insurance, Loss Drafts, and Disaster teams. Kianna and her teams are responsible for disaster coding on impacted loans to ensure that FEMA-designated disasters are properly reflected on Freedom’s servicing system so that customers receive special handling. Kianna makes sure that investors’ (like the FHA and VA) assets are properly protected through insurance and that we are doing the right things for our customers.
Kianna has her BA in Human Resource Management and her MBA. Her skills in leadership and team-building were utilized in previous roles as a human resource manager and then as a retail store manager. Growing up as a military child, Kianna moved around a lot which prepared her for making big adjustments in life. When she decided it was time for a change of atmosphere and industry, she packed up and moved with her two boys from Georgia to New Jersey.
“I started out in the mortgage industry working in the Call Center. It was a great way to learn the business. I quickly progressed through the ranks and took on projects that challenged me and helped me grow. When an opportunity arose at Freedom, I jumped at the chance.
I chose Freedom because I was looking for a place where I could grow and fully utilize my skillset. I knew during my interview that it was the right fit. I’ve been here now for two years and I wholeheartedly believe that Freedom values the work that we do every single day. They also value us as people. This was never more evident than how we were treated with care during the COVID 19 pandemic. Our health and wellbeing were of utmost importance. Our leadership has never missed a chance to thank us for continuing to work hard and adapt to such a huge change in our work environment. They see us as more than just employees.”
Kianna echoes that same message of value to her own team as well.
“What we do here every day is important, and when we do it well, I make sure we celebrate it. I let my team know that they are valued. When a member of my team faces difficulty, I want them to be honest with me about it. We are always encouraging each other, pushing each other to reach higher. Seeing their individual successes and wins keeps me motivated to bring my best each day.”
Outside of work, Kianna enjoys dancing and spending time with her boys, making new memories.