Linda Cooper Email and Phone Number

• Managed a Unit of 4 Team Managers and 50-100 Associates Provides support, guidance, leadership, and motivation to promote maximum performance • Interviews, hires, and establishes colleague performance development plans; conducts colleague performance reviews• Develop and manage the attainment of compliant, timely and accurate service delivery, including processing functions, service call handling, procedures, and escalations to deliver a high-quality level of service• Responsibility for service quality results for team to ensure ongoing quality review, documentation and reporting is conducted. Ensure key quality results are provided to process leaders and vendor partners in a timely and clear manner• Acts as a direct operational liaison related to engagement issues, claims issues, process/workflow development and refinement, and implementation of best practices to meet expectations• Assist in definition and establishment of efficiency, accuracy, and service quality metrics for the team and vendor partners and drive teams to meet or exceed these metrics. Effectively communicates goals, monitors progress, motivates, and manages expectations of the team, internal partners and vendor partners Facilitates consensus among multiple teams and stakeholders to ensure work can progress in a timely manner and delivers expected results.• Leads process re-design efforts across major processes/businesses/functions.• Contributes to satisfactory results in audit reviews, compliance reviews, and regulatory examinations (internal/external), Compliance and Regulatory Agency reviews.• Leads process re-design efforts across major processes/businesses/functions.

o Develops project plans, meeting minutes, project reportso Collects and analyzes internal and external data sourceso Facilitates working sessions with various stakeholders to help drive innovation and process improvemento Enhances reporting and communications for stakeholder departmentso Tracks projects and updates project list on o Conducts benchmarking research on industry best practiceso Leads process redesign efforts across businesses and functionso Documents current and future state business processes (process flows)o Conducts process analysis in support of development of recommendations.o Builds KPI reporting and dashboard for ongoing process analysis and business as usual process monitoring.o Prepares and presents of findings and implementation plans to management.o Assist stakeholder department in the preparation of responses to employee innovation suggestions (Ideas In Action).o Assist on advanced, complex technical projects or business issues requiring state of the art technical or industry knowledgeo Follows-up and supports the business as needed.

• Managed a team of 25-30 Loss Agents that collected on potential charged off, charged off accounts and specialty collections including SCRA, Impound, MA, NH, WV, deceased, Cease and Desist accounts • Managed a portfolio of accounts over $200 million which includes 3rd party collections, attorney accounts, and accounts in litigations for potential settlements• E.O.B analysis for third party collections/billing when applicable• Oversaw the leadership and management of the firm’s collection functions.• Negotiated settlement of accounts and reasonable payment arrangements within corporate guidelines• Maintained the integrity of the company policies and procedures to adhere to the Fair Debt Collections Practice Act (FDCPA)• Directly responsible for building and maintaining relationships with the firm’s partners and clients to enhance the firm’s collections/recovery efforts.

Manages 3 or more teams of Mortgage Servicing Team Managers. Monitors workflow and operational efficiency in order to recommend changes and operational improvements. Primary focus is day to day operational execution with occasional contribution to broader planning within area of expertise. Responsible for the direction and training of subordinate team managers. Responds to complex customer, investor, or third party inquires. Oversees staffing, allocates and coordinates resources and handles personnel related issues. Fully knowledgeable of assigned functional area and has thorough understanding of entire servicing function.

Manage day to day operations of the call center area collections to ensure smooth work flow and to achieve predetermined goals. Coach, develop and supervise 20 to 25 employee’s collecting on 30 to charge off stage delinquency. Build an effective and strong team committed to delivering world class customer care and achieving organizational goals. Builds an effective staff through recruiting and hiring exceptional candidates, training, salary administration, performance appraisals, counseling and motivation of staff. Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management. Provides challenging goals, assignments and opportunities for further development. Ensure a culture of accountability, integrity and respect

Coach and supervise a centralized collection unit typically up to 20 Collectors and other clerical support staff. Types of accounts vary between minor/ major and early/late stage. Oversees the operation of computerized collection systems and the recording of all required information. Uses discretion to develop and implement policies and procedures to provide for more efficient collection processes. Addresses variable collection issues with potentially broader business impact. Utilizes In-depth knowledge of various skip- tracing tools. Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, staffing etc. Influences department accountability for volume, quality and timeliness for proven end results.