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Skills

  • Relationship development
  • Complaint resolution
  • Client counseling
  • Cross-department collaboration
  • Debt solution management
  • Legal Risk Avoidance Strategies
  • Debt Review and Modification Proposals
  • Credit report pulling
  • Strategic problem-solving
  • Goal-Setting and Performance Accountability

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Looked for industry trends on social media and through online sources.
  • Assisted borrowers facing foreclosure.
  • Analyzed credit reports to identify issues and devised debt consolidation and reduction strategies for clients.
  • Consistently met or exceeded targets.
  • Addressed delinquent accounts over 18 months.
  • Achieved results within one year.
  • Achieved results in 2015.
  • Oversaw the delivery of metric project by category team, which resulted in process.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Boosted payment compliance by 45%.
  • Consistently overachieved monthly recovery targets.
  • Confident negotiator able to resolve escalated borrower issues and recover substantial past-due payments, achieving 74% growth in overall recoveries.
  • Achieved 37% growth in overall recoveries.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Mortgage Collector with 2 years of successful performance reporting and project management experience.
  • Strengths in team leadership and budget management backed up by Miscellaneous training.
  • Mortgage Collector with a goal-oriented, forward-thinking, and resilient mindset.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Consistently overachieved annual recovery targets.

Accomplishments

  • Facilitated 4 monthly borrower financial hardship cases, decreasing the risk of foreclosure by 60%.
  • Documented and resolved standard which led to framework.
  • Collaborated with third-party vendors to provide additional assistance to borrowers, leading to a 56% reduction in escalated collection cases.
  • Developed and implemented borrower education programs, resulting in reduced payment delinquency rates by 35%.
  • Collaborated with the legal department to resolve escalated defaults, reducing foreclosure rates by 53%.
  • Recovered 10 in overdue mortgage payments by leveraging advanced negotiation techniques and personalized repayment plan offers.
  • Partnered with external loss mitigation teams to review borrower cases, achieving a 17% reduction in non-performing loans.
  • Ensured compliance with regulatory standards, auditing 8 accounts for FDCPA and CFPB compliance, achieving a 70% error-free result.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully negotiated repayment plans that prevented foreclosure, keeping 51% of at-risk individuals in their homes.

Affiliations

  • Project Management Institute
  • Association for Supply Chain Management (APICS)
  • Association of Information Technology Professionals
  • Member of the Debt Buyers' Association (DBA) International
  • Officer, Collections and Accounts Receivable Professional Group Atlanta Chapter
  • Regular Attendee of Loan and Debt Servicing Legal Forums
  • American Marketing Association
  • Regular Contributor to the Mortgage Collection Professional Conference Roundtables 2021
  • American Medical Informatics Association
  • Association for Computing Machinery

Certifications

  • Certified Regulatory Compliance Manager (CRCM) – 2015
  • Certified Financial Counselor (CFC), Northwind
  • Negotiation and Mediation Certification - Meridian
  • Regulated Consumer Debt Recovery Certification - 2018
  • Consumer Financial Protection Bureau (CFPB) Compliance Certification - 2021
  • Cisco Certified Internetwork Expert (CCIE)
  • FHA Loss Mitigation Specialist Certification - Seattle
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Account Resolution Specialist (CARS) Certification - Beacon Labs

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