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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Baskins Road East Apt 42 Rock Hill, SC PHONE NUMBER AVAILABLEEMAIL AVAILABLETo become a great asset for the company while utilizing my leadership skills in a production driven atmosphere.EXPERIENCE2020 2022SPOC MANAGER I, ServiceMac Mortgage servicing COMPANY, Fort Mill, SCPerform welcome calls on all newly assigned files.Counsel and motivate delinquent customers through telephone contact to return missing documents or items as needed, using professionalism, tact all while maintaining excellent Customer Service skills.Provide thorough, detailed, and accurate account updates in the system of record for each call made.Meet daily the established performance standards such as (Package Completion rates, Meeting ASA requirements, Repayment plan, Trial Plan Success, timely completion of Customer follow up on decisions) through Inbound and Outbound telephone contact with Customers.Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service.Obtain thorough knowledge of the Companys Standard Operating Procedures, Investor loss mitigation options, as well as State and Federal legal requirements (FDCPA & CFPB) regarding collections procedures, bankruptcies, foreclosures, and repossessions while keeping abreast of current requirements and changing legislation.Regularly update SPOC Manager on status of accounts and special situations.Always maintain client/customer focus by taking ownership of all inquiries and proactively following through to resolution.2019 2020ACCOUNTS PAYABLE SPECIALIST, ROBERT HALF/ARAUCO, ROCK HILL, SCPosted Purchase Orders (PO's) and direct invoices in SAP.Processed weekly Raw Materials/Consignments.Processed freight list bills and managed railroad invoices for all Mill locations.Worked with Logistics to resolve pricing variances on freight billsSent out freight remittance details on a weekly basis.Worked on GRIR reports log to reduce aging over 60 days.Audited journals to ensure accuracy before posting.2017-2019Repair Administrator, Reverse Mortgage Solutions, Charlotte, NCReceived and processed emails, faxes, and incoming mail daily and returned telephone calls daily.Setup Repair Modules as new loans are required.Mediated conflicts between borrowers and contractors.Processed, printed, and mailed required letters to meet required guidelines.Ensured documents were uploaded into the system2014-2017Financial Crimes Online Fraud Specialist, WELLS FARGO, Charlotte, NCAccountable for assisting clients with online banking compromises.Blocked cards and accounts that are used fraudulently, as well as processing replacement cards and/or establishing new accounts to secure the customer.Hot-filed and deleted email addresses, phone numbers, devices, and payees that is associated with known fraud.Responsible for identifying suspicious login attempts, and successful unauthorized sign-on to customer profiles.Responsible for educating customers on how to protect their accounts and providing tips regarding common fraud scams.Responsible for determining if customers are involved in scams and referring them to Loss Prevention if necessary.2013-2014Online Researcher II, STAFFMARK/CORELOGIC, Charlotte, NCFollowed established company guidelines on responding to requests for information and/or services and responds to all communications in a professional manner.Recruited and secure vendor agreements with new abstractors across all counties and recording jurisdictions in the United States to expand our coverage depth, and coached abstractors on order requirements and fulfillment guidelines or all types of field research requests. Provide feedback on search errors and initiate corrective action as appropriate.Communicated with abstractors daily via outbound and inbound telephone calls and email to verify that they have received all assigned orders and obtain ETAs for their completion.Utilized multiple software applications to perform various tasks necessary to manage order inventory.Coordinated with internal departments as needed to resolve abstractor inquiries.Escalated inquiries or requests as needed to the appropriate department or level of management for immediate action.Handled other miscellaneous tasks as required.2011-2013Case Management Process Support/Underwriter, BANK OF AMERICA, Charlotte, NCPerformed coaching duties as a Subject Matter Expert (SME) to assist while traveling to additional sites to train newly hired Process Support Associates in the FHA segment. Managed 15 associates.Knowledgeable of loan modification process by specific investor segment, as well as loans in default, imminent default, short sale, Deed in Lieu and Foreclosure.Ensured that documents were received from customer in a timely manner to complete the workout option suitable to the customer's needs.Communicated within a team environment to coach associates to proficiency to ensure files are being handled with quality in a timely manner. Calculated income.Performed analysis of trends found on loans in caseload to ensure that they are actively being worked within the Loss Mitigation process while analyzing quality defects.2007-2011Mortgage Loss Mitigation HAT Specialist/Private Collector Lead, CITIGROUP/CITIFINANCIAL, Fort Mill, SCVerified loan documentations and updated financial information.Resolved problems regarding documentation issues, preventing any foreclosures from happening to a mortgage account holder by setting up loan modifications, special forbearance's, extensions, or any other type of repayment plans.Handled complex customer escalations via telephone and email.Demonstrated interpersonal effectiveness to build and maintain relationships with customers.Collected payments towards retail accounts that were 1-96 days delinquent.Coached 10-15 team members to proficiency.Operated with limited supervision.Set up payment plans towards accounts that fell in a hardship status preventing any charge offs from existing.Handled escalated calls.Completed analyses of Quality scores.EDUCATION1998-2002HIGH SCHOOL DIPLOMA, COLLEGE-PREP STUDIES, CHESTER SENIOR HIGH SCHOOLReceived a four-year High School Diploma. Graduated with a 4.2 GPASKILLSNegotiation & Leadership skills experiencedCompliance Management experiencedProblem Solving & Due Diligence experiencedClient Relationship Management experiencedSAP experience ORACLE experiencedACTIVITIESWell-traveledWell-ReadCookingHikingAll Aquatic activities |
