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Skills

  • Advanced knowledge of repayment terms and conditions
  • Loan management software proficiency Adobe Creative Suite
  • Data analysis to improve loan default rates
  • Customer satisfaction improvement strategies
  • Compliance with federal loan regulations
  • Team building
  • Team management
  • Adaptability to changes in federal loan policies
  • Conflict resolution techniques
  • Deferment and forbearance request processing

Work Experiences

  • Achieved a 81% reduction in loan defaults.
  • Anchor discussions with borrowers about income-driven repayment plans, assisting over 18 clients in reducing monthly payments by an average of $8.
  • Achieved recovery in several months.
  • Achieved a 75% reduction in processing time.
  • Collaborated with process auditors to ensure compliance with federal loan servicing standards, leading to no audit findings in 2016.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved results during one year.
  • Developed new loan prospects by making weekly cold calls to 2 people.
  • Achieved no audit findings in 2015.
  • Achieved a 76% resolution rate in the first interaction.

Summaries

  • Customer-oriented loan specialist.
  • Achieved a 59% reduction in default rates.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Within Miscellaneous, senior Student Loan Representative and outstanding performer in risk assessment and vendor management.
  • Accomplished this in 2017.
  • Customer-oriented loan specialist who improved repayment plan adherence by 19% through developing flexible, client-focused repayment strategies.
  • Adept at processing deferment and forbearance requests.
  • Achieved a 67% reduction in loan defaults.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Resolved product issue through consumer testing.
  • Supported the implementation of payment gateway integration, contributing to a 27% increase in on-time payments.
  • Collaborated with customer success to decrease operational costs by 78%, by identifying and recommending loan processing efficiencies.
  • Successfully implemented training programs for 4 team members, ensuring clear understanding of federal and state loan compliance standards.
  • Regularly reviewed and updated loan processing manuals, increasing team efficiency by 17% and decreasing training times for new hires.
  • Spearheaded procedural updates that reduced borrower delinquency on managed loan portfolios by 85% in 18 months.
  • Contributed to the success of compliance's loan servicing goals, facilitating the approval of 12 student loan applications in one year.
  • Managed a portfolio of over 3 loan accounts, negotiating repayment terms that reduced defaults by 49%.
  • Completed a comprehensive audit of loan accounts, identifying discrepancies that saved the institution over $16 in unreconciled funds.
  • Protected data integrity of borrower accounts, ensuring compliance with regulatory standards and internal audits, resulting in a 76% reduction of data errors.

Affiliations

  • Association of Information Technology Professionals
  • National Association of Social Workers
  • National Council of Administrative Managers for Education Institutions
  • Education Finance Council (EFC)
  • Society of Human Resource Management
  • National Association of Educational Procurement (NAEP)
  • Financial Aid Management User Groups
  • Association of Certified Student Loan Professionals (ACSLP)
  • Public Service Loan Forgiveness (PSLF) Administrators Network
  • Coalition of Higher Education Assistance Organizations (COHEAO)

Certifications

  • Certified Credit and Debt Specialist (CCDS)
  • Google Certified Professional Cloud Architect
  • Certified Student Loan Counselor (CSLC)
  • CompTIA Security+
  • First Aid/CPR Certified
  • Customer Service Excellence Certification
  • ServSafe
  • Certified Regulatory Compliance Manager (CRCM)
  • National Association of Credit Management (NACM) Certification
  • Certified Loan Officer (CLO)

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