Renea Hughes Email and Phone Number

• Reaching out to potential and existing clients.• Visiting client’s home/office/ business to assess client’s cleaning needs and gather additional information from the client to prepare cleaning service contract.• Creating cleaning service agreement contracts.• Created marketing material for promotions (business cards, flyers, social media)• Provide elite customer service for both potential and existing clients. Negotiating the terms of the cleaning service agreement contracts with clients.• Policy and Procedure development and implementation. • Handing out flyers and business to potential clients.• Networking with other business owners.• Managing the company’s finances.

• Maintenance, Reimbursements, & Check Reissues (June 2018- Present)o Creating P&P’s (processes and procedures) on that are relevant to various Maintenance, Reimbursements, & Check Reissues procedures.o Manage and train offshore staff of 20 plus on various Loan Servicing Processes for Maintenance, Reimbursements, & Check Reissues procedures.o Perform 100% QC audit check on all work performed by offshore staff and providing feedback. o Reviewing post-production data to confirm validation and reviewing of data files to perform QC check.o SAP- research for checks and ledgerso Identifying potential errors/issues and providing direction to offshore team on resolving errors/issues. o General ledger and GTA/MSP research functionso Perform loan maintenance and corrections when neededo SQL knowledge- utilized Access and System I-Navigator to retrieve loan data from GTA loan system and other databases.o Created reporting and daily tracking structure for Check Reissue process.• Billing (Dec. 2016- June 2018)o Support billing statement, letter, and year end reporting functions. Perform daily billing statement validation for HELOC and Regular Billing.o Perform daily and periodic billing statement processes for both GTA and MSP, including billing research, stock management, vendor invoice validation and volume validation, monitoring of enhanced controls and quality checks.o Key Risk Indicator reporting and Key Performance Indicator reportingo SQL knowledge- utilized Access and System I-Navigator to retrieve loan data from GTA loan system and other databases.o Working with print vendors and other Ditech teams to ensure compliance and accuracy of billing and year end statements, including governance, implementation, and execution activities. o Perform certain loan servicing activities such as quality checks and review of controls within the billing statement and letter team.

• Working knowledge of maintenance and reimbursement processes such as open loans, closed loans, sold loans, debit letters, suspense, repo- recovery, check reissues for all areas, credit balance refunds, PPFC’s, RC block refunds, Latitude reversals and postings, reallocations/maintenance on GTA, MSP, and Latitude the movement of funds on the cooperate ledgers, and journal entries. • Coordinate and send daily wire email to Cash Management to have funds moved from MSP clearing account to GTA clearing account (as part of the daily MSP processing). • Review and approve team checks (daily) and override check requests. • Manage GT LS Reimbursements LN mailbox and coordinate with uploaders to get requests uploaded to appropriate database for open, closed, check reissues, and write offs. • Working with Accounting and Exceptions team to clear outstanding funds from various ledgers. • Assign requests and ensure special projects are completed within SLA.• Collaborate with various departments such as Collections, Customer Service, Bankruptcy, ARM, and other groups to complete customer requests for reimbursements. • Perform daily ACH, wire, and check cutting activities as needed. • Upload, correct, and review team JE’s. • Work with supervisor to disburse and complete escalations. • Train new employees on reimbursement and maintenance procedures. Also provide training on utilizing internal resources such as GTA, MSP, Reimbursements/Closed Reimbursements/Check Reissues databases, Reimbursement Req VB, NIS, SAP, Ticket Processing, All Balancing, Payment Reversal, Reverse to Reg. Pay, and other programs needed to perform daily work functions. • Perform loan maintenance /corrections to reflect the original intent of how the payment was to be applied to the account.• Provide creative ideas and suggestions requests are being completed within SLA

• Work escalations and meet crucial deadlines to get customer requests completed within SLA.• Work with Collections, Customer Service, Bankruptcy, and other departments to complete client requests reimbursements and refunds.• Train new employees on completing requests and how to utilize internal resources. • Perform loan maintenance and corrections to reflect the original intent of how the payment was to be applied to the account.

• Meeting crucial deadlines to get customer requests completed within the Service Level Agreement (5 days) or expedited requests (24- 48 hours).• Work with Collections, Customer Service, Bankruptcy, and other departments to complete client requests for payment reallocations on their mortgage loan account. • Train new employees on completing request and how to utilize internal resources such as GTA, LS Maintenance/Support Database, Resolve Options, Ticket Processing, All Balancing, Reallocation Sheet, Reverse to Reg. Pay, and other programs needed to perform daily work functions. • Perform loan maintenance and corrections to reflect the original intent of how the payment was to be applied to the account.

• Gathering client documentation and processing/ researching client information. • Utilizing the web and internal resources to take each file from pre-approval to closing.• Inputting proper loan information into the system for processing and record keeping.• Preparing loan files for underwriting submissions and review.• Reviewing file documentation to ensure all documentation is complete and accurate.• Verifying client information and ensuring compliance with company policy. • Verifying loan documentation including income, credit, appraisal, title, insurance, legal, and financial documentation. • Ordering and coordinating loan documents. • Utilizing the following internal resources such as: computer applications and websites: MS Outlook, LPS, RESdirect, Banker’s Connection, Wisdom, OPS and other programs and websites. • Meeting crucial deadlines requested.• Performing any additional duties/activities assigned by management.

• Received inbound customer calls and provided resolutions to clients and financial advisors who experienced issues navigating and accessing the website. • Walked clients through troubleshooting web issues over the phone. • Set up internal research cases to resolve client web issues. • Followed up with clients/advisors to provide status updates on their research cases, continuous until resolution was found.• Utilized internal/external computer applications such as: SSD, Cola, Phase 3, Lotus Notes, CSI, Dashboard Agent, CTIOS, MIS Discovery, Word, Excel, and Aspect.• Ensured that clients/advisors needs were met and each person had a positive call experience.

• Directly supervise and coordinate activities of telemarketing staff.• Recruited, hired, and trained telemarketing staff. Organized work schedules.• Created a standard phone script to assist telemarketers with their calls. Monitored phone calls to ensure excellent customer service was being provided and for coaching opportunities.• Resolve complaints and answered questions, either among the staff or from customers• Pushed telemarketers to ensure that they met their daily sales goals/ call quota for the day.• Reported department progress to upper management.• Assisted with gathering and compiling new leads to bring in business and potential customers. Made outbound/inbound calls to potential customers and existing clients. Worked with clients to get through application process.

• Handled all of the communications for the company.• Answered phones and took messages.• Wrote letters and placed phone calls to clients for company events.• Filed and sorted company documents.