Mark Hays
Director of Quality Assurance at AgAmerica Lending- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Deposits Compliance Certificate
American Bankers Association -
Foundational Compliance School
American Bankers Association -
Operational Risk Management Certificate
American Bankers Association -
USAA Leadership & Manager Development Training
USAA
Experience
-
AgAmerica
-
United States
-
Financial Services
-
100 - 200 Employee
-
Director of Quality Assurance
-
Nov 2021 - Present
AgAmerica Lending is the largest, non-bank agricultural lender in the United States, offering a spectrum of agricultural loan solutions that supports long-term production and success for farmers, ranchers, and landowners. We differentiate from other agricultural lenders in that we provide dedicated relationship managers who understand the demands of the farming industry and who provide responsive communication throughout the loan process. We work to create customized loan packages that meet the needs and flexibility of your operation, with the goal in creating a long-term relationship that positions your farm for financial success. Show less
-
-
-
USAA
-
United States
-
Financial Services
-
700 & Above Employee
-
Business Risk and Controls Advisor, Senior
-
Apr 2021 - Oct 2021
Supervises Process Risk and Control Inventory (PRCI) and Risk and Control Self-Assessment (RCSA) efforts for 30 Bank experiences. Collaborates with Experience Owners, as well as second line of defense partners to evaluate control effectiveness, identify control failures, and mitigate risk exposure. Analyzes risk assessment data and coordinates remediation of high priority action items.•Designed and implemented Quality Control (QC) review process for RCSA to ensure consistency of risk/control ratings and expedite review by second line of defense partners.•Analyzed and prioritized remediation of over 400 gaps from most recent RCSA; collaborated with partners in Control Governance and Issue Management. Show less
-
-
Manager of Quality, Risk, and Controls
-
Jul 2017 - Apr 2021
Directs strategic initiatives to safeguard corporate interests and banking compliance by overseeing quality assurance and internal control measures. Evaluates key stakeholder engagements to measure compliance and mitigate risk. Ensures compliance with regulations and corporate governance through detailed evaluations and client service calibrations. Directly supervises remote teams across 4 states with 14 QA experts and analyzes 120 evaluations per month.•Built/launched enterprise Audit-the-Auditor program supporting 500 evaluators; established standardized approach to QA, assessment accuracy, and 3rd party vendor performance.•Recruited, hired, onboarded, and trained 50 QA specialists to accommodate high volume and organizational pivot from medium to large-bank status.•Developed and presented audit and compliance metrics to SVP leaders during strategic business meetings; identified action items and business solutions to advance operations.•Mentored top talent helping 12 high performing employees promote to QA leader roles. Show less
-
-
Manager, Member Solutions
-
Aug 2014 - Jul 2017
Reviewed, analyzed, and evaluated Member Service Representative (MSR) customer engagements to assess performance, score customer satisfaction, and identify improvements. Measured individual activities to ensure compliance with financial service regulations and corporate policies. Strengthened company risk management capabilities by hardening first line of defense through MSR development.•Supervised and inspired 16 MSRs to exceed CSAT goals and lead organization in performance. Recognized with Team of the Quarter award.•Orchestrated QA program for bank sales and service contact center; piloted performance to beat sales objectives and top performance metrics...Earned Leadership Ambassador Award. Show less
-
-
Senior Specialist, Member Solutions
-
Apr 2010 - Aug 2014
•Partnered with executive resolutions team; coached junior MSRs to handle customer inquiries and deliver corporate leading 95% compliance rating.
-
-
-
The Coca-Cola Company
-
United States
-
Food and Beverage Services
-
700 & Above Employee
-
Contact Center Lead
-
Jun 2008 - Apr 2010
•Led call center operations and 45-person workforce; oversaw 40 agent calls per day and delivered B2B client escalation solutions. •Led call center operations and 45-person workforce; oversaw 40 agent calls per day and delivered B2B client escalation solutions.
-
-
Education
-
Saint Leo University
Master of Business Administration (MBA), Project Management -
Saint Leo University
Bachelor of Arts (BA), Business Administration Management
Community
