Ruth Whaley Email & Phone Number

Tucson, Arizona Area

Tucson, Arizona Area

*Responsible for interviewing, hiring, and training new employees for a fast paced, member focused environment.*Responsible for overseeing the Real Estate Owned and Real Estate Servicing department. *Created and reviewed various productivity reports daily and monthly to evaluate employees performance.*Audited employee calls and work to ensure adherence to policies/procedure, compliance with Federal and state regulatory requirements, and investor guidelines. *Performed Vendor management audits to ensure the company was receiving the best services and prices.*Provided monthly feedback and on-going communication with various departments to improve overall efficiency and promote services across the platform. *Researched and provided resolution for escalated member calls and issues as needed. *Audited members escrow accounts to ensure property taxes, flood, and private mortgage insurance where paid accurately and on time.*Reviewed and approved loan modification requests from members.*Developed and implemented procedures as well as continually updated outdated procedures.

*Was the single point of contact for all delinquent Mortgage and Business loans.*Worked with members to prevent and reduce delinquency and default. Determined appropriate workouts such as modifications, Short Sale, Deed in Lieu of Foreclosure and/or liquidation strategies.*Processes loans through the entire foreclosure process. Maintained and monitored the pipeline. *Once loans reached statutory delinquency researched property and compared with loan to make the suggestion of foreclosure.*Prepared research of properties and presented at Loan Committee consisting of the companies CEO and Vice Presidents to make the final determination for foreclosure.*Effectively communicated with foreclosure attorneys regarding legal aspects of foreclosure. Prepared all documentation to provide attorney to begin foreclosure.*Monitored dates and deadlines of Trustee sale and made suggestions whether attendance to the sale was necessary. *Completed property walk through when property went back to the Credit Union. Assessed property to make suggestion whether repairs should be completed.*Worked with vendor/agents for necessary repair completion. Monitored and liquidated REO Properties. Processed utility, preservation, and vendor invoices.*Extensive knowledge of the foreclosure, bankruptcy, judgement process.

*Team Lead for 18+ collectors, reviewed call report logs and tracked goals and progress of 18+ representatives, helped them to succeed and tracked progress.*Provided coaching, 1:1 reviews, and guidance regarding the product collectors produce (phone conversations with members to collect total amount due, resolve other account related issues, and skip trace to find members / vehicles).*Provide guidance and leadership for management and staff. Lead and mentor staff to develop and reinforce skills, improve processes and procedures, and increase overall effectiveness through call and queue reviews.*Tracks, monitors, and measures employee performance according to department standards, which included early stage, late stage, repossession, and bankruptcy team. Provided feedback monthly.*Undertakes special projects related to departmental activities and performs other duties as assigned.*Maintain process and procedure documentation for the Loss Mitigation team, create process and procedure documentation where it doesn’t currently exist.*Handled the response to and resolution of escalated calls and coached the employee when necessary.*Helped set monthly goals while creating monthly incentive plans to motivate the team.*Collected on first mortgage member accounts, provided excellent member service and educated of optional mortgage assistant provided.*Analyzed loss mitigation strategies for delinquent real estate and made recommendations in monthly meetings whether the loan should go to committee for review of foreclosure.*Collected on business accounts and worked with the business lending department to find an optimal solution for the member in bringing the loan current.*Provided monthly reporting such as negative balance and trustee payment reconciliations to the finance department.*Posted repossession proceeds weekly.