Tessa Hayne Email & Phone Number

Denver, Colorado, United States

Greater Denver Area

Business Operations and Process Analyst (2012 - 2014)Contact Center Supervisor (2010-2012)Credit Analyst (2007-2010)DETAILED RESPONSIBILITIES FOR EACH POSITION ARE LISTED BELOW

 Created business intelligence tools that included the design of related spreadsheets and process road maps. Gathered and organized information to conceptualize and define business problems and processes in order to translate requirements for Business Integration Analysis projects.  Worked with senior leaders to gain an understanding of business drivers and project related issues. Provided tools and processes for reporting Key Performance Indicators (KPIs), and generated both custom and standard reports for executives, board members and other stakeholders. Collaborated with cross-functional teams from IT, Risk Management, Marketing, Branch Operations, Learning and Development, and Project Management groups in order to review project activities, prioritize work, communicate status, and escalate business-related issues.  Interviewed personnel and conducted on-site observations to determine challenges. Review systems and processes for improvement. Analyzed data to develop solutions to issues, and work with project stakeholders to ensure newly implemented systems/processes are functioning properly.  Provided project support with limited direction. Managed multiple projects with competing priorities, completed assigned tasks to ensure that projects were delivered on time and under budget. Exceled while working independently and as a key contributor to high performing teams. Created and maintained process flow documentation to track project metrics and identify areas for improvement. Designed and analyzed operational reports to enable efficient resource allocation through simplification, standardization and automation.

 Managed day-to-day contact center operations. Oversaw quality control by monitoring phone calls to ensure that quality standards were met, and resolved issues in a timely manner by applying sound negotiation and problem-solving skills.  Executed personnel actions including hiring, annual reviews, promotions and disciplinary actions. Facilitated departmental meetings; conducted training and provided coaching and encouragement to support the achievement of goals and objectives.  Maintained knowledge of all regulatory requirements, best practices, and internal procedures. Facilitated training and meetings to introduce staff to changes to contact center practices, and ensured that all Standard Operating Procedures (SOPs) were updated.

 Consulted with credit union lenders to refer them to the appropriate product for their client’s financial needs. Evaluated credit data and financial statements to determine the degree of risk that was involved in extending consumer loans. Maintained accurate files and electronic notes, documenting customer communication. Managed confidential records in accordance with corporate policies and federal regulations related to privacy. Conducted file reviews in preparation for audits. Demonstrated professionalism and courtesy when responding to telephone and email inquiries. Identified concerns and resolved issues whenever possible. Worked to enhance communication and improve customer service within the credit department.  Analyzed financial and supporting documents on incoming applications consistent with internal policies. Evaluated collateral values based on appraised market prices and approved or denied loans after examining financial status. Actively participated and communicated in the team-based work groups that made up the credit department. Contributed to major department projects and took an active role in cross-functional teams to assist in driving quality and process improvement initiatives.

 Conducted interviews with prospective borrowers to obtain information for loan applications and answer questions related to the loan process. Provided information regarding types of loans and credit options that were available, as well as the terms of those services. Ensured exceptional customer service by maintaining a thorough knowledge of lending programs and regulatory requirements. Demonstrated a commitment to professional ethics by complying with all Federal and State policies and adhering to HMDA requirements. Performed risk assessments and evaluated debt ratio, loan-to-value ratios, credit scores, property valuation, and other review factors. Balanced the need for loan-volume growth with the necessity of optimum underwriting quality in order to minimize risk while maximizing profitability.

 Compiled application information for mortgage loans; verifying that application data was accurate and complete, and ensuring that loan requests met requirements for the type and amount of mortgage, as well as assets, liabilities, and length of employment. Performed application reviews by gathering credit information, reviewing collateral valuations, tax returns, financial statements and all other supporting documentation. Utilized underwriting skills and automated scoring systems to assist with approving mortgage loan requests. Ensured eligibility of loan submittals by utilizing comprehensive knowledge of underwriting guidelines and restrictions for both conventional and government-insured loan programs for conforming and nonconforming mortgages. Restructured turned-down loans for approvals.