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Skills

  • Workday operation
  • Business operations
  • Risk Assessment
  • Audit Compliance
  • Troubleshooting skills
  • Customer account recovery
  • Client relations management
  • Process improvement
  • Relationship development
  • Change Management

Work Experiences

  • Devised strategies to grow and expand existing customer sales, resulting in an increase in annual sales of 9%.
  • Updated loan files to meet current standards after reviewing them.
  • Set new records for delinquency ratios and sales recovery percentages.
  • Instructed new employees in the use of machinery, standard operating procedures, and company policies in order to foster a supportive, performance-oriented environment.
  • Checked the quality of procedure components to see if they were within tolerances and if any were unacceptable.
  • Achieved consistent results in 2015.
  • Used standard programs to complete initiative tasks, resulting in process.
  • Mentored new Collections Team Lead, Mortgages by relaying information on company procedures, safety requirements, and performance reporting, as well as providing constructive feedback after job tasks were completed.
  • Achieved results within a year.
  • Held meetings with employees to assess performance and devise improvement strategies.

Summaries

  • Team player with a track record of adhering to organizational policies and procedures.
  • Collections Team Lead, Mortgage is a multi-talented Collections Team Lead, Mortgage who is consistently rewarded for planning and operational improvements.
  • Lifts 8 pounds safely.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Supportive Team Lead with 8 years of experience leading production teams of process.
  • Excellent communication and analytical skills.
  • Mortgage Loan Officer with a strong understanding of Adobe Creative Suite and modern mortgages.
  • Successfully assembled process and category products in high-volume environments.
  • Capable of stepping into any role and delivering consistent, high-quality results.
  • Proven leader who excels in the workplace in terms of focus and productivity.

Accomplishments

  • Managed high-risk portfolios efficiently, executing recovery actions for delinquent loans totaling 15 while adhering to regulatory standards.
  • Collaborated with senior management on risk reviews and implemented new strategies, reducing the department's charge-off rate by 17%.
  • Resolved product issue through consumer testing.
  • Created and maintained daily financial reports for senior management, improving decision-making on escalated accounts and reducing charge-off rates.
  • Introduced process automations during the default servicing process, driving a 32% increase in collections efficiency.
  • Oversaw collections for a portfolio of over 14 mortgage holders, improving overall loan performance and reducing delinquency rates.
  • Led a monthly collections performance review meeting, providing actionable insights that improved month-over-month recovery rates by 69%.
  • Developed customized repayment plans for distressed borrowers that resulted in a 38% increase in customer retention rate.
  • Worked with external vendors to enhance collections data accuracy, reducing the occurrence of misreported delinquencies by 64%.
  • Facilitated continuous training programs focused on debt negotiation, leading to a 37% increase in successful recovery of high-risk loans.

Affiliations

  • American Society of Safety Professionals
  • Society of Women Engineers
  • National Conference of Bankruptcy Judges (NCBJ) - Presenter on Mortgage Debt Recovery
  • Association for Supply Chain Management (APICS)
  • International Compliance Association - Certified in Financial Crime Prevention
  • Lions Club
  • Finance, Credit & International Business Association (FCIB) - Participation in global financial management events
  • Employee Training and Development Group - Led workshops on Revenue Collection Optimization
  • Jaycees
  • International Association of Administrative Professionals

Certifications

  • Certified Mortgage Fraud Investigator (CMFI)
  • Predictive Analytics Specialist Certification Jira
  • Certified Credit & Recovery Professional (CCRP)
  • SHRM Certified Professional (SHRM-CP)
  • Credit and Collections Compliance Certification (CCCC)
  • Six Sigma Green Belt - Ironclad Systems
  • Certified Consumer Collections Specialist (CCCS)
  • Certified Supervisory Manager (CSM)
  • Certified Public Accountant
  • Certified Mortgage Servicing Specialist (CMSS)

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