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Click here or scroll down to respond to this candidateCandidate's Name
Irving, TX, Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional SummaryDynamic, collaborative, and dedicated leader who has developed experience with implementing new hire training programs, providing exceptional guidance and leadership to staff, and managing multiple priorities simultaneously to ensure department success. Proven ability to provide an optimal client experience, uphold confidentiality and develop strong relationships with key stakeholders. Areas of ExpertiseRisk Management Research & Reporting Financial Analysis Process Improvement Customer Service Payment Processing Policies & Procedures Training & Development Escalation Management Regulatory Compliance Client Experience BrandingConflict Resolution Call Center Cross-Functional Team Leadership Microsoft Office Suite Account Management PrioritizationData Entry CRM Quality Client AdvisorEmployment HistoryCustomer Service Advisor (temp assignment) Bridgecrest Credit Company LLC Fort Worth, TX May 2024August 2024 Service a portfolio of multiple loans that are 30+ days delinquent, as governed by regulatory compliance, departmental and legal guidelines. Engage deeply in efforts of providing informed advise to mitigate the risk of repossession and assist on path to ownership through loan modifications, repayment plans, and extensions. Analyze the buyers income through review of documents which include, but are not limited to, financial statements, credit reports, and hardship to determine and recommend the most feasible and appropriate solution for the buyer. Process recoverable past due payments from customers, assists them with setting up recurring or single payments. Utilized Excel spreadsheets to keep track of target lists, reporting of the portfolio of accounts with arrangements, new loan acquisitions, and aging delinquent accounts, to confirm the details are accurate to make sure we made our quotas and to stay in compliance. Collaborated and discussed account servicing with Customers, management and other departments. Provided exceptional customer service by overseeing inbound and outbound calls, in-depth servicing, and researching history such as ACH transactions, disputes, posting errors, and submits corrections. Uphold superior client service daily by demonstrating outstanding service leadershipthis includes phone etiquette, timely complaint resolution, product knowledge, and fostering positive relations with clients. Account Manager(temp/remote) Reprise Financial Irving, TX January 2023 January 2024 Managed a portfolio of auto and consumer loans that are 60+ days delinquent, as governed by regulatory compliance, departmental and legal guidelines. Engage deeply in efforts to mitigate the risk of repossession through retention and non retention programs. Analyze and underwrite the buyers income through review of documents which include, but are not limited to, financial statements, tax returns, credit reports, and collateral appraisals to determine and recommend the most feasible and appropriate solution for the buyer. Process recoverable past due payments from customers, assists them with setting up recurring or single payments. Utilized Excel spreadsheets to keep track of the reporting of the portfolio of accounts with arrangements, new loan acquisitions, and aging delinquent accounts, to confirm the details are accurate to make sure we made our quotas and to stay in compliance. Perform skip-tracing manual and automated calling strategies to locate and contact delinquent buyers and secure collateral. Collaborated and discussed account servicing with Customers, Financial Institutions, Investors, and Banks. Provided exceptional customer service by overseeing inbound and outbound calls, in-depth servicing, and researching history such as ACH transactions, disputes, posting errors, and submits corrections. Sr Collector(Team Leader) Rushmore Loan Management Dallas, TX May 2020 Nov 2022 Oversees daily operations, ensuring compliance with departmental policies and procedures including all applicable government, investor, and client regulations; Facilitates technical application quality improvement through testing of agency applications. Co-leads initiatives with the Compliance and Operations team to revise and implement compliance regulation scripts for agents to elevate call flow simplicity and remain CFPB compliant. Anticipated training opportunities to provide cross-functional support to Escrow, Loss Mitigation, and Customer Service Investigates and verifies delinquent loans, new acquisitions loans, designated manual queue. Monitors CSAT(customer satisfaction) and perform call reviews to investigate, manage and resolve escalated loan issues Onboards, coaches, and leads agents to execute high productivity and performance metrics aligned with company policies; Validates and executes continuous improvement in all matters, including team development and quality assurance. Communicate a diverse audience including investors, production staff, and homeowners. Engage in efforts to prevent foreclosure through loan modifications, repayment plans, short sales, or Deed in Lieu. Candidate's Name
Irving, TX, 75063 PHONE NUMBER AVAILABLE EMAIL AVAILABLE Sr Account Resolutions Specialist Caliber Home Loans Inc. Irving, TX Feb 2015 April 2020 Implemented a new hire training program to coach and develop new hires leading to an increase in productivity and a decrease in errors; Led a team of 16+ specialists with the highest scores in customer service and collection revenue. Identified and coached agent error trends for the immediate correction and mitigation of further errors Engaged and enforced the collections of past due payments and recoverable amounts delinquent home lending customers; Serviced Bankruptcy Discharge Chapter 7, 11, and 13 loans and Government and Investor backed loans. Executed settlements on First liens, stand-alone second mortgages, and home equity line of credit accounts. Provided exceptional customer service by overseeing inbound and outbound calls, in-depth servicing, and researching escrow issues, including discrepancies and escrow inquiries. Developed and maintained exception reporting criteria based on federal and state mortgage law requirements. Engage in efforts to prevent foreclosure through loan modifications, repayment plans, short sales, or Deed in Lieu. Loan Counselor III Midland Mortgage Oklahoma City, OK Sept 2013 Feb 2015 Conducted training for new specialists and provided subject matter expertise guidance for projects, procedures, training documentation, and escalated matters as needed. Facilitated the implementation of thorough phone interview guidelines to explore options available to deliver current loans through streamlining mortgage assistance programs. Spearheaded the elevation of team metrics and development by coaching and training team members as company policies and standards evolved. Collaborated with underwriters and support departments to effectively complete the review process required for the completion of loan modification. Uphold superior client service daily by demonstrating outstanding service leadershipthis includes phone etiquette, timely complaint resolution, product knowledge, and fostering positive relations with clients. EducationNorthlake Community College, A.A.B Business Administration, Completion: Dec 2026 CertificationsFair Debt Collection Practices Act (FDCPA) and BSA/AML Certified Bankruptcy Discharged Chapter 7,11, and 13Technical SkillsProficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, PowerPoint, Suites, Microsoft Teams, OneNote etc.). Blacknight Director 6&7, Vision, Genesys, Integrated Operations System(IOS), Intraday Payment Calculator, Global Search Client, Pentagon, MSP, Loan Serve, Fiserv, Rserve, Webex, Alvaria, Citrix Workspace, Unified Agent Desktop, Lexis Nexis, CRM software and V-Lookup. |
