Thea Hughes

Dallas, TX, ***** 972-***-**** adtvr6@r.postjobfree.com

BUSINESS OPERATIONS & ANALYSIS COMPLIANCE MANAGEMENT PEOPLE OPERATIONS RISK ASSESSMENT Professional Summary

Proactive, organized, and passionate senior-level professional with 10+ years of managing multiple complex processes such as risk assessment and financial reporting. Detail-oriented and forward-thinking professional with a proven track record of developing high- performing teams, adapting to learning environments, and executing compliance with company policies. Areas of Expertise

Interpersonal Communication Research & Reporting Data Analysis Financial Management Process Improvement Client Administration Cross-Functional Collaboration Loan Servicing Performance Appraisal Recruiting Training & Development Employment History

Sr Collector, Collections Rushmore Loan Management Dallas, TX May 2020 – November 2022 Contacts delinquent mortgage customers to collect past due payments and recoverable amounts; Supervises daily operations, ensuring compliance with departmental policies and procedures including all applicable government, investor, and client regulations

• Exceeds monthly quality scores and ensures adherence by reviewing and updating the client's financials and identifying potential opportunities for Loss Mitigation workouts to resolve the account's delinquency

• Pursues training opportunities to provide support to Escrow, Loss Mitigation, and Customer Service

• Skip trace delinquent loans in Collections, new acquisitions loans, FHA manual list, and designated manual queue, as well as service calls from Rushmore’s vendor Fairfax; Monitors and reviews loans scheduled for auto termination of PMI

• Onboards and mentors new employees to maintain high productivity and performance metrics per company policies; Ensures continuous improvement in all matters, including team development and quality assurance Team Leader & Training Support, Collections Caliber Home Loans Inc. Irving, TX February 2015 – April 2020 Implemented a new hire training program to coach and develop new hires leading to an increase in productivity and a decrease in errors; Lead a team of 16 specialists with the highest scores in customer service and collection revenue

• Identified and coached agent error trends for the immediate correction and mitigation of further errors

• Contacted delinquent home lending customers to collect past due payments and recoverable amounts; Serviced Bankruptcy Discharge Chapter 7, 11, and 13 loans and Government and Investor backed loans

• Executed settlements on First liens, stand-alone second mortgages, and home equity line of credit accounts

• Provided exceptional customer service by overseeing inbound and outbound calls, in-depth servicing, and researching escrow issues, including discrepancies and escrow inquiries Account Resolutions Specialist, Collections Midland Mortgage Oklahoma City, OK September 2013 – February 2015 Conducted training for new specialists and provided subject matter expertise guidance for projects, procedures, training documentation, and escalated matters as needed

• Performed phone interviews to explore options available to deliver current loans through streamlining mortgage assistance programs

• Collaborated with underwriters and support departments to effectively complete the review process required for the completion of loan modification

• Improved and implemented processes and procedures for Loss Mitigation per investor guidelines with an emphasis on Quality Control, Quality Assurance, and Loss Mitigation Solicitation Certifications

Fair Debt Collection Practices Act (FDCPA) Certified Bankruptcy Discharged Chapter 7,11, and 13

Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Blacknight, Loan Serve, Fiserv, Rserve, Webx, Alvaria, Citrix Workspace, Unified Agent Desktop