Gianna Discipio

716-***-**** I ad47z6@r.postjobfree.com I Tonawanda, NY 14150

PROFESSIONAL SUMMARY

Enthusiastic, extroverted, & driven professional with a high level of expertise in banking operations,

customer service, strong communication &

problem-solving skills that has a desire to learn & grow with willingness to commit to continuous

improvement & take on new challenges.

EDUCATION

SUNY Buffalo State, Buffalo NY-B.A. in

Public Relations -December 2016

SUNY Niagara County Community College,

Sanborn, NY — A.S. in Communication Studies

-MAY 2014

WORK EXPERIENCE

M&T Bank, Buffalo NY- Banking Services Operations IV-Legal Document Processing June 2022-Present

Complies with legal orders while protecting customers' rights under exemption laws. Legal Research Account Management; Casework and Documentation;Compliance and Risk Management.

● Investigates debtors' relationships with the bank to determine account ownership and applicable exemptions.

● Analyzes accounts to identify potential legal holds based on court orders restraint & subpoenas.-Specific Paper types including: IRS Tax Levies, State Tax Levies, Writs, Labor Levy’s, Executions,Information Subpoena,Restraints, Levy Child Supports.

● Communication & filing: Communicating with attorneys and process servers to ensure proper filing and service of legal documents. This can involve confirming details, following up on delays, and ensuring adherence to court rules.

● Applies federal & state exemption laws to determine what assets cannot be seized.

● Prepares case files with relevant documents like screenshots and customer correspondence.

● Drafts customer letters explaining account restrictions and exemptions.

● Ensures adherence to M&T's risk management policies and regulations.

● Identifies and evaluates potential compliance risks to management.

● Maintains internal controls and addresses any audit findings.

● Applies exemption laws for all states M&T Bank operates in.exclamation

● Promotes diversity and inclusion in the workplace.

● Completes other tasks assigned by superiors.

● Ensuring M&T Bank complies with legal orders while protecting customers' rights under exemption laws

M&T Bank, Buffalo NY- Loss Mitigation Specialist

March 2021-May 2022

Helping delinquent borrowers find solutions to get their mortgages back on track, while protecting M&T's financial interests and complying with regulation.Delinquency Management;Communication;Loss Mitigation Expertise: Company Culture

● Gathers financial information from delinquent borrowers to assess their repayment capabilities depending on specific conventional & non-conventional loan types such as but not limited to: Fannie Mae,Freddie Mac;FHA; VA loans;USDA loans

● Evaluates borrowers' situations and identifies suitable solutions for resolving delinquencies.

● Negotiates and establishes repayment plans for borrowers facing mortgage hardships.

● Handles incoming calls from various bank departments and delinquent borrowers regarding mortgage loans.

● Informs both callers and borrowers of state-specific regulations governing mortgage communication.

● Understands the priority hierarchy for distributing losses among mortgage investors.

● Identifies essential documentation needed for implementing loss mitigation strategies.

● Contributes to a work environment that fosters diversity and reflects M&T Bank's brand values.

Capital Mitigation, West Seneca, NY — Collector

January 2018 - February 2021

High-Pressure Call Center Environment;Debt Collection & Resolution; Skip Tracing and Due Diligence;Compliance and Training;Performance and Customer Service:

● Managed a high volume workload, handling 150-250 calls daily (inbound and outbound).

● Worked in a fast-paced environment where efficiency and quick response were crucial.

● Collected on defaulted payday loans from various lenders like Availblue, Safeloans, etc.

● Negotiated repayment plans with borrowers over the phone via a third-party system.

● Utilized Accurint, a multi-system tool, to locate debtors and perform background checks.

● Employed skip tracing techniques to find borrowers who have relocated or hidden their assets.

● Ensured adherence to the Fair Debt Collection Practices Act (FDCPA) guidelines during interactions.

● Provided supervision and training to staff on FDCPA regulations and collection practices.

● Achieved monthly collection goals set by the company's bonus structure.

● Strived to deliver exceptional customer service by exceeding expectations and resolving issues efficiently.

Capital Mitigation,West Seneca, NY —Point Caller

JULY 2017 - JANUARY 2018

Performance and Call Volume Collection Techniques;Collection Techniques;Compliance and Customer Service;Compliance and Customer Service:

● Achieved monthly goals set by the company's bonus structure, indicating a focus on productivity.

● Handled a high volume of inbound and outbound calls (250-300 daily), requiring excellent time management and communication skills.

● Employed aggressive methods (likely within legal regulations) to contact customers, possibly including skip tracing techniques to locate debtors who have moved or hidden their assets.

● Strictly adhered to company policies and procedures, encompassing IT security, data privacy, client standards, and legal regulations.

● Strived to deliver exceptional customer service despite the demanding nature of the role, aiming to satisfy customers even in difficult situations

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