Mark Hays

Mark Hays Email and Phone Number

Director of Compliance; Regulatory Compliance | Process Improvement | Stakeholder Engagement | Quality Assurance @ AgAmerica
Mark Hays's Location
Greater Tampa Bay Area, United States, United States
Mark Hays's Contact Details

Mark Hays work email

Mark Hays personal email

n/a
About Mark Hays

As a dynamic and growth-focused professional, I have extensive experience in compliance and regulatory environments, ensuring adherence to legal standards and company policies. Over the past decade, I have led the creation and execution of quality assurance programs that elevate operational standards and meet stringent regulations, driving organizational growth and transformation.Being a forward-thinking leader, I have cultivated an inclusive and approachable compliance atmosphere while independently overseeing the QA program. I am known for my ability to build high-performing teams and comprehensive QA and compliance programs for the lending division by establishing critical oversight from scratch.I strive to provide value as a company resource and have consistently achieved recognition and promotional opportunities. My commitment to compliance, coupled with my ability to engage stakeholders and drive policy development, has resulted in significant contributions to the organization's success.A few of my career highlights include:Ensured organization-wide compliance with updated policies through coordination of yearly training sessions for 120 staff members at AgAmerica, LLC.Served as the Compliance Expert, offering guidance on federal regulations, such as BSA/AML, CDD/KYC, Reg B, SCRA, and ECOA as needed.Developed and executed policy monitoring processes, conducted employee training, and oversaw necessary remediation efforts as Director of Quality Assurance.Fostered a compliance-focused culture by establishing risk management strategies aligned with business objectives."Success is not final, failure is not fatal: It is the courage to continue that counts." - Winston Churchill

Mark Hays's Current Company Details
AgAmerica

Agamerica

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Director of Compliance; Regulatory Compliance | Process Improvement | Stakeholder Engagement | Quality Assurance
Mark Hays Work Experience Details
  • Agamerica
    Director Of Compliance
    Agamerica Mar 2024 - Present
    Lakeland, Florida, Us
    Mitigate risks within lending processes by overseeing the program and performing Quality Assurance (QA) tests of new loans while designing compliance frameworks for a high-growth organization. Optimize efficiency, transparency, and reporting of QA programs by formulating Salesforce applications. Execute necessary remediation and corrective actions by conducting formal risk assessments and ongoing testing of new loans. Participate in the risk management committee to locate emerging risks and recommend solutions.Highlights of accomplishments in this role include: Evaluated and rated inherent and residual risks by developing a tool in Excel to offer a clear overview of risk levels for each process.Established a formal customer complaint policy and conducted training sessions for all client-facing staff to ensure compliance.Collaborated with the ACA consulting group and the Chief Compliance Officer to ensure SEC compliance, revise the compliance manual and code of ethics, and administer regulatory filings for the lending division and the Fund, managing a $3.5B REIT for high-net-worth investors.Addressed potential reputational risk identified through an internal inquiry by drafting a policy for interest rates in compliance with the Servicemembers’ Civil Relief Act (SCRA).
  • Agamerica
    Director Of Quality Assurance
    Agamerica Nov 2021 - Mar 2024
    Lakeland, Florida, Us
    Introduced a QA program, performing in-depth analysis to understand business operations and recognize material items for testing. Executed loan assessment criteria and techniques and acted as a regulatory compliance specialist for federal regulations. Secured executive support for the Salesforce incorporation initiative, partnering with IT and co-president to deploy the platform. Enhanced operational visibility by leading the transition from Excel-based tracking to an integrated Salesforce system.Highlights of accomplishments in this role include: Monitored multiple QA evaluation domains, including loan data, credit analysis, financial assessment, due diligence processes, closing/post-closing, insurance policies, and portfolio oversight to maximize operational success.Built comprehensive QA and compliance programs for the lending division by establishing critical oversight from scratch.Analyzed 40% of quarterly loan transactions, spanning from $50K to $134M for regulatory compliance and data accuracy.Boosted compliance scores from 97% in 2022 to 99% in 2024 by integrating scoring systems and risk-weighted categories.
  • Usaa
    Senior, Business Risk And Controls Advisor
    Usaa Apr 2021 - Oct 2021
    San Antonio, Texas, Us
    Managed oversight of Process Risk and Control Inventory (PRCI) and Risk and Control Self-Assessment (RCSA) initiatives across 30 banking operations, coordinating closely with business unit leaders and second-line defense stakeholders. Built and rolled out a Quality Control (QC) review framework for RCSA to streamline evaluations. Cooperated with control governance and issue management partners to prioritize and address gaps identified through RCSA assessments.Highlights of accomplishments in this role include:Maximized operational effectiveness by 10% and identified control failures to mitigate risk across various banking processes.Developed a risk inventory and conducted thorough control stress tests for deposit accounts, credit cards, savings products, and consumer lending processes.Ranked 400+ deficiencies identified in the latest RCSA, ensuring comprehensive and timely resolution.Empowered executives to drive informed enhancements by enabling clear visibility into risk profiles across departments.
  • Usaa
    Manager, Quality, Risk, And Controls
    Usaa Jul 2017 - Apr 2021
    San Antonio, Texas, Us
    Protected corporate interests and promoted banking compliance through quality assurance and internal control measures, including establishing new disputes function to review and resolve 250 disputes monthly with a three-business-day turnaround time. Adhered to federal regulations and corporate governance across multiple products, such as Consumer Lending, Deposits, and Credit Cards, through meticulous evaluations and client service adjustments. Analyzed 120 evaluations monthly by supervising remote teams across four states while overseeing 14 quality assurance experts.Highlights of accomplishments in this role include:Formulated an internal audit program to measure the accuracy of quality assurance testing for 500+ evaluators.Facilitated the company's expansion from mid-sized to large-bank classification by sourcing and mentoring 50+ QA professionals.Directed a calibration team, authored guidelines, and maintained consistency in evaluations of internal and third-party QA teams.Improved alignment and reduced departmental friction by fostering engagement between contact centers and quality assurance.
  • Usaa
    Manager, Member Solutions
    Usaa Aug 2014 - Jul 2017
    San Antonio, Texas, Us
    Scrutinized Member Service Representative (MSR) interactions to gauge effectiveness, ensure member satisfaction, and pinpoint enhancement opportunities. Tracked individual performance for adherence to federal mandates and company protocols. Bolstered organizational risk mitigation by enhancing MSR competencies.Highlights of accomplishments in this role include:Formulated a collaborative environment to improve communication and performance by 3-5% throughout the contact center.Motivated a team of 16 MSRs to surpass client satisfaction targets, achieving top organizational performance and securing the Team of the Quarter award in 2016.Implemented a Quality Assurance initiative for the bank's sales and service call center, steering performance to exceed sales goals and key metrics, earning an Internal Leadership Excellence award in 2015.Spearheaded a new acquisitions team, overseeing new account creation calls and earning the Ambassador Leadership Award.

Mark Hays Education Details

  • Saint Leo University
    Saint Leo University
    Project Management
  • Saint Leo University
    Saint Leo University
    Business Administration Management

Frequently Asked Questions about Mark Hays

What company does Mark Hays work for?

Mark Hays works for Agamerica

What is Mark Hays's role at the current company?

Mark Hays's current role is Director of Compliance; Regulatory Compliance | Process Improvement | Stakeholder Engagement | Quality Assurance.

What is Mark Hays's email address?

Mark Hays's email address is ma****@****saa.com

What schools did Mark Hays attend?

Mark Hays attended Saint Leo University, Saint Leo University.

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