TRACEY CUFF

Tampa Bay, FL

traceycuff@yahoo.com, 813-458-5511

 

SUMMARY:

Financial Services Professional with many years’ experience within the Mortgage Financial Servicing Arena. Experience includes, but not limited to - Residential and Commercial Prime/ Subprime Mortgage Servicing, Default Servicing and Corporate/ Enterprise Level Supplier Risk Management and Oversight; rated Highly Effective in the areas of Operational Standards, Governance, Risk and Compliance (GRC) Management, Reporting and Enhanced Due Diligence, Auditing and the development and facilitation of training, both onsite and offshore, globally.

 

CURRENT/DESIRED LOCATION:

Primary Location: Tampa Bay, FL, with remote/telecommute flexibility

 

EDUCATION:

2004 to                 Medaille College

2006                     Bachelor of Business Administration, Cum Laude (3.68/4.00)

 

1993 to                Ohio State University

1995                     Pursued Bachelor’s Degree, General Studies & Music/ Education

 

1992 to                Ashland University

1993                     Pursued Bachelor’s Degree, General Studies & Music/Education

 

CERTIFICATIONS:

2015                     Citigroup

Citi Lean Certification

 

TECHNICAL SKILLS:

·               Microsoft Office: Word, Excel, PowerPoint, Outlook

·               Computer Applications: Microsoft Office: Word, Excel, PowerPoint Outlook, Taleo, MortgageServ, MSP, LPS, LMS, DTE, Clear, Fieldglass, Kronos, CMS, CII, AS400, Iportal, Acorn, SharePoint, FileNet, DOD, Aacer, MERs, Equator, Novatus, PeopleSoft, CARDs- Safeguard Properties, MSI Servicing System, ValuNet-Appraisal Operation, eSourcing, CASP, CASP + (metric stream), iTPU

 

PROFESSIONAL EXPERIENCE:

05/2015 toCITIGROUP - Tampa, FL        

PresentVP, Operational Standards Governance

Enterprise Supply Chain (ESC), Third Party Utility (TPU), Supplier Risk Management

 

09/2014 toCITIGROUP - Tampa, FL        

5/2015VP, Supplier Risk Control Officer

Enterprise Supplier Risk Management Group (ESRM), Supplier Risk Management

 

The ESC (formerly ESRM), was established, by means of a re-organization to ensure Citi manages our supply chain in an efficient, effective and standardized manner through all stages of the supplier lifecycle. As part of the TPU Leadership team, my role transitioned into the VP Operational Standards Governance role as of May 2015, to provide operational support, process guidance/ advisory to the business and quality assurance.  ESC acts as the gatekeeper, leveraging the TPU (central utility).

 

Accomplishments:

Ø       2/2016 A Galaxy of Thanks from Project Manager/Colleague for my CRQ insight and contribution for the Gatekeeper Controls Pre-Contract Due Diligence Phase III Project.

Ø       1/2015 Received a “Highly Effective” Performance Rating for 2015 Managing Director thanked me for my excellent contributions

Ø       12/2015 A Galaxy of Thanks for Flawless Execution from Manager (SVP) for my successful efforts to go over and beyond my responsibilities, and delivering comprehensive, meaningful and well researched and documented product each time.

Ø       10/2015 Rave Award from Director of ESC TPU for Employee of Month, my leadership and training expertise provided to team in Chennai, India

Ø       9/2015 Rave Award from SVP in ESC TPU for outstanding contribution during Phase 2 of TPU implementation, providing high quality work and making a difference to the entre global team

Ø       9/2015 Awarded ESC TPU Employee of the Month for knowledge, excellence and commitment with supporting various procedures and risk assessments developed by colleagues within the ESC TPU; while also maintaining and developing BoW Activities during my travel to Chennai, India. Awarded for successfully launching the various processes, getting the ball rolling while faced with critical decisions and the complexity of the BoW Activities.

Ø       9/2015 Peer RAVE eThankyou award for reviewing the Corporate Responsibility Questionnaire (CRQ) and providing support throughout the Phase II Enhancements to Pre-contract Competitive Bid Process for NAM/Global RFx’s and Auctions project.

Ø       7/2015 Peer RAVE eThankyou award for assisting the reporting team with understanding various data elements, and procedures providing them information, which source to pull data from while connecting them with key process SMEs to develop and complete the monthly Governance Oversight Deck presented to senior level stakeholders.

Ø       12/2014 RAVE Award from SVP in ESRM for outstanding efforts and contributions to the Critical OSP Oversight Program and successful completion of the OSP Pilot.

 

Responsibilities:

·   Develop, maintain, and operationalize standardized Desktop and Operating Processes and Procedures, inclusive of supplier risk assessments for each TPU Activity in Book of Service.

·   Develop Process specific training materials for each TPU activity

·   Develop manual  interim and systemic BAU process management tools, support BRD Development from a  Process SME perspective, as applicable to document, store, and report on activities performed, including Supporting the development of Supplier relationship, Process activity, and TPU Performance scorecards

·   Develop, maintain and support global standards for TPU Quality Control Program to be carried out for each activity across all TPU Sites (inclusive of; Tampa, India, Costa Rica and Budapest) , including interim tools, performance scorecards, MIS

·   Develop and facilitate training for TPU  personal at various levels, both onshore and offshore across all sites

·   Support BRD development for new process, procedures, risk assessments, and tools development

·   Participate in PAT/UAT

·   Global travel to support the Training and Development of ESC TPU: Traveled to Chennai, India 7/21/15-8/21/15, fulfilled Senior Management responsibilities. Travel to other TPU sites to  include Budapest and Costa Rica

 

08/2013 toTHE JUDGE GROUP – Tampa, FL and Irving, TX        

09/2014VP, Supplier Risk Officer (Consultant at Citigroup)

Enterprise Supplier Risk Management Group (ESRM), Compliance, Due Diligence

 

In response to heightened expectations from regulators and in support of Citi’s Strategic Enhancement Program (StEP), the Citi’s Enterprise Supplier Risk Management (ESRM) Group, partnered with the Sector Supplier Risk Management Teams to Pilot a Critical Outsource Service Provider (OSP) Program to enhance its OSP governance and risk management practices.

 

Collaborated and partnered with Business Supplier Relationship Managers (BSRMs) and the Sector SRM teams to ensure appropriate risk mitigation activities were taken to address potential or existing risk; ensuring compliance with Citi’s SRM related policies and standards. Complete enhanced oversight and coordination of SRM requirements for an assigned set of suppliers and/or supplier relationships, as necessary.

 

Responsibilities:

·   Support strategic risk management program.

·   Analyze pilot population of Sector approved supplier relationships to undergo enhanced Due Diligence to kick off the OSP Pilot Program

·   Contribute to the development of the SRO Operating Procedures

·   Complete OSP Oversight Activities & Assess Compliance to Citi Supplier Selection and Management Policy (CSSMP). This Master Policy is utilized for the sourcing of products and services, and selection and ongoing management and oversight of Suppliers, including management of operational risks, associated with Supplier business relationships.

·   Gap Remediation Activities- provide analytical review of contract provisions and standardization requirements, analyze and ensure exit strategy is robust and complete. Analyze required assessments and resolve gaps with inconsistent or incorrect classifications of suppliers to ensure proper regulatory requirements (Assessments) are performed: i.e. TPISA, CoB.

·   Provide support to StEP projects:  4.1 Exit Strategy, 2.1 SRO Workbench, 4.5 SLA & Supplier Performance Monitoring, Escalation and Reporting etc.

·   Document and Report Results – provide enterprise level reports, presentations and executive summaries
 

04/2013 toOCWEN FINANCIAL CORPORATION (formerly Homeward Residential) - Coppell, TX        

8/2013Sr.  Supplier Manager   

09/2012 toSTAFFMARK - Coppell, TX        

4/2013Sr.  Supplier Performance Manager (Consultant at Homeward Residential)   

                             Corporate Supplier Oversight (CVO), Compliance, Due Diligence

 

Complete Supplier risk assessments, due diligence, ongoing oversight, and quality assurance activities on Ocwen’s third party Suppliers. Ensure business unit complies with pertinent laws, regulations, and internal compliance identifying, measuring, assessing, and reporting upon the health and risk of third party Suppliers to business relationship owners, as well as, compiling and analyzing the data into enterprise level reports, and correspondence for Executive and C-level Management policies as well as, external compliance requirements. Corporate Supplier Oversight key responsibilities are:

 

Accomplishments:

Ø       Managed budgeted projects up to, or in excess of $1m and successfully met established timeframes. Provided oversight of GSE Interim Contracts to ensure invoice remittance to collect applicable transfer fees per all contractual provisional obligations of $500K. Identified business relationship owner process GAPs for assigned Strategic Supplier-LDI SLAs created and submitted for SOW amendment.

 

Responsibilities:

·                        Perform Supplier risk assessments on potential third party Supplier relationships across the corporation; taking into consideration strategic, reputation, compliance, transaction, credit, and other risks the Supplier may pose to Ocwen.

·                        Conduct thorough due diligence activities by requiring Supplier completion of Due Diligence Package (DDP). DDP desk audit is completed by  reviewing information and documents collected from the Supplier specifically, but not limited to the review of financial performance, reputation reviews, business continuity plans/testing results, reports over internal controls (SSAE 16's, compliance reports), contract review, adequacy of insurance and SLA's. DDP Desk Audits are completed on new and existing Suppliers and utilized in preparation by Internal Auditor for onsite Supplier audits.

·                        Identifies, measures, and assesses risk associated with third party Supplier relationships, and as needed, liaises with the business unit to identify/establish mitigation approach.

·                        Validate and/or identify gaps within third party service provider contracts, SOWs, SLAs and policy and procedures that adequately or inadequately outline duties, obligations, and responsibilities of the parties involved.

·                        Conduct meetings with business units to review and assist with monitoring activities in line with business unit scorecards.

·                        Complete and Overlay Corporate Supplier risk scorecards to document results of Oversight and Quality Assurance procedures, clearly documenting and analyzing risk exceptions and where applicable, working with the business units to document appropriate action plan to remediate identified risk.

·                        Culminates and analyzes Supplier scorecards and risk exceptions from across the enterprise to create enterprise-level dashboard risk reporting for Senior Level Management.

·                        Ensure all contracts have undergone proper legal and compliance reviews.

·                        Maintain the Supplier database with reporting and imaging capabilities; capturing, categorizing, and risk rating Suppliers.

·                        Update Corporate Supplier Oversight policy, process, workflows, technologies, and procedures as needed.

·                        Create and reports upon Corporate Supplier Oversight elements including operating reports, risk concentration reports, and exception reports.

·                        Work with legal to stay current with regulatory requirements/ changes as well as industry best practices which would influence Corporate Supplier Oversight efforts.

 

02/2012 toAEROTEK (Consultant at Bank of America) - Tampa, FL

09/2012File Case Reviewer III                               

Audit Default Mortgage Servicing Loans, Collateral Documents, Foreclosure, Loss Mitigation

 

Responsibilities:

·                     Evaluate default mortgage servicing loans and files during the Claim Research process, to determine if all required loss mitigation activities were handled and documented in accordance with the requirements of HAMP, proprietary modification or other programs' requirements.

·                     Ensure that all required processes and procedures were followed; system of record notated, documentation available/imaged and appropriate borrower communication (verbal and written) was performed accordance to SD Directives/Internal Operating Procedures.

·                     Research/Audit files in their entirety, and provide a recommendation whether or not any errors, misrepresentations or other deficiencies that may be identified resulted in financial injury to the borrower or the mortgagee.

 

09/2011 toASSURANT SPECIALTY PROPERTY – Florence, SC

01/2012Operations Manager I 

Managed Multi-Client Loss Draft Claims Processing Teams and Check Reconciliation Team, Supplier Management

 

Accomplishments:

Ø       Successfully managed the  Integration of Assurant’s APA Inspection Company

 

Responsibilities:

·                  Provide Leadership to four direct management level associates (total team of 100+ associates), while building a strong team environment. Managed Loss Drafts and Check Reconciliation Department-consisting of 4 Unit managers and associates at various levels: Managed (Loss Drafts) - the repair process of properties that sustained damage relating to fire, mold, water, wind etc. Managed Reconciliation Dept.: the process of reconciling insurance returns and refund processing against servicing systems and client reports.

·                  Workflow Management- Maintaining Service Level Agreements (SLA’s) and associate KPI’s: Processing and phone SLA’s by nurturing ongoing relationships with the client to ensure their needs are met and contractual obligations are being fulfilled.

·                  Manage, develop and provide leadership to supervisory staff to ensure the delivery of efficient and effective levels of service.

·                  Hire new team members, as well as assess the short and long-term human resource needs of the organization: Timecard reconciliation, coaching and developing associates, completed mid and end of year reviews, merit increases, hiring, recommending discipline and terminations within my areas of responsibility

·                  Established working relationships with senior management, as well as developed and cultivated a strong working relationship with other functional areas within/ and outside the Center.

·                  Responsible for the development, implementation, documentation, and monitoring of an ongoing quality assurance program and ensure compliance with regulatory agency guidelines and standards. Managed Project implementations as well as participated in system testing, acquisitions, conversions and upgrades

 

07/2010 toQUANTUM SERVICING, A CLAYTON HOLDING COMPANY - Tampa, FL

09/2011Property Preservation Sr. Lead      

Residential & Commercial Mortgage Servicing, Loss Drafts, Hazard Claims, BPO, Supplier Management

 

Accomplishments:

Ø       Managed a Loss Draft Repair Exception: Mortgagor current on Post-petition BK Plan, BK Plan defaulted due to property destroyed by fire. Exception approved to allow mortgagor rebuild vs. standard procedure to refer loan to Foreclosure. Principle Balance $80K, Mortgagor self-contracted the rebuild of new property worth $150K. Insurance coverage for personal property applied to defaulted BK Post-Petition payments brought loan current per BK plan, while also securing $70K in equitable income to lien holder- should the mortgagor default in the future.

 

Responsibilities:

·                  Managed a portfolio of open or non-performing residential and commercial assets, mitigating loss situation and reducing potential losses to the bank

·                  Handled complex accounts by working with internal departments: Loss Mitigation, Foreclosure, Bankruptcy, REO/Property Preservation- through the disposition of property. For example Foreclosure, Short Sale and/or Charge Off providing data such as property damages, and value for review.

·                  Oversaw efforts of outsourced property preservation, hazard claims, BPO and loss draft Suppliers that protects and preserves bank real estate collateral in accordance with bank, investor, and insurer guidelines. Processed Loss Drafts and monitored Hazard Claims. Understand and adhered to specific claims and property preservation regulations and procedures for various mortgage types. Worked with both internal and external parties in creating solutions to minimize operational risk and expense to the bank and maximize claim recovery.

·                  Resolve High Risk issues pertaining to property maintenance by working with county and city municipalities. Negotiate with code officers and Community HOA’s to resolve code violations-deterring fines and liens regarding deferred property maintenance.

·                  Department spend analysis: Bids, inspections, invoice review and disputes.

·                  Supported the establishment of the Property Preservation Department-Developed Process and Procedures. Provided critical feedback regarding any process deficiencies which could result in operational loss to the bank

·                  Maintained / managed changing regulations and service bulletins put forth by investors and insurers as well as current trends in the industry to keep the team informed and in compliance with regulatory standards.

·                  Perform other related assignments / projects as requested by management.

·                  Completed Department QC ensuring team work completed within compliance.

·                  Monitored BPO’s and ordered BPO’s for Foreclosure and Loss Mitigation review.

·                  Trained and coached all new associates.

10/2006 toHSBC MORTGAGE SERVICES - Brandon, FL

07/2010Property Preservation Sr. Lead                               

Sub-Prime Default Mortgage Servicing, Supplier Management

 

Accomplishments:

Ø       Negotiated potential and existing liens assessed to properties for deferred maintenance issues with local municipalities- successfully dissolved a $150K, assessed lien.

 

Responsibilities:

·                  Resolved High-Risk issues pertaining to property maintenance: negotiation with code officers to resolve code violations-deterring fines and liens regarding deferred property maintenance

·                  Analyzed and produced reporting and performed spend analysis: Bids, inspections, invoice review and disputes

·                  Partnered with internal departments, Loss Mitigation, Foreclosure and Bankruptcy- through the disposition of the property (Foreclosure, Short Sale and/or Charge off)

·                  Performed Departmental QA/QC

·                  Developed Process and Procedures: Lead departmental/cross departmental presentations, trained new associates

 

05/2005 toTIMBERLINK SETTLEMENT SERVICES, A HSBC BANK COMPANY - Williamsville, NY

10/2006Appraisal Operations Lead                                                

Originations Mortgage Servicing, Appraisal Operations Supplier Management

 

Accomplishments:

Ø       Successfully resolved an escalated value issue, securing funding on a $2m property.

 

Responsibilities:

·                  Managed Supplier Workflow: Appraisal Companies throughout the country. Monitor SLA Compliance and Workflow management consisting of assigning work based on quality and turn times.

·                  Resolved value disputes, Appraisal errors and discrepancies with Appraisal Company and client loan processors.

·                  Managed Team Workflow Reports: Work assigned by region and volume.

·                  Obtained Daily status updates on Appraisal orders and handles escalated issues.

·                  Trained New associates

·                  Developed; and published internal appraisal operations department processing policies and procedures encompassing system (ValuNet), SLA and Appraisal Specific Guidelines (Appraisal Type: Full URAR, EXT Drive by. etc.).

 

02/2003 toBANK OF AMERICA - Getzville, NY

05/2005Loan Specialist                                                                 

Back-end Mortgage Servicing

 

Responsibilities:

·                  Processed Modifications on DSI Loans: fixed and adjustable rate mortgages- in Special Loans Department. Completed assigned tasks, and resolved escalated issues. Completed Amortization Schedules for DSI loans. Adjusted rate on

·                  Solder and Sailor loans.

·                  Processed Payoffs in Payoff Department.

·                  Cross Trained in New Loan Boarding reviewing and resolving new loan discrepancies regarding Interest and Escrow at closing and new loan boarding.

·                  Audited adjustable rate loans, for rate adjustments.

·                  Processed –reinstatement checks on loans in Foreclosure

·                  Completed collateral document audits

·                  Front Desk Receptionist: 1000+ associates, operating switchboard/inbound calls

 

11/97 to 06/01 toM&T BANK - Amherst, NY

06/02 to 02/03Proof Operator                                      

Reconciliation Branch Transactions

 

Responsibilities:

·                  Processed daily Branch deposits and withdrawals.

·                  Batch Reconciliation and balancing.

·                  Fast paced, High Volume processing role.

 

06/2001 toTRANSUNION SETTLEMENT SOLUTIONS - Williamsville, NY

06/2002Appraisal Operations Support Staff

Managed Supplier Workflow, Appraisal Operations

 

Responsibilities:

·                  Processed Appraisal orders and updated status reports. Maintained office equipment

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