Colleen J. Nostrand

**** ** ***** **.

Ocklawaha, FL. 32179 ngzl84@r.postjobfree.com

Cell: 352-***-****

Work: 352-***-****

 Dedicated employee with 10 years of experience in Financial and Banking industry.

 Exceptional customer-service representative and leader; offered exceptional performance in customer care with high volume environments. Skilled in employee coaching, training, and development.

Areas of Expertise

 Operations Management

 Complaint Handling & Resolution

 Customer Service Management  Performance Management

 Microsoft Office Suite

 Organizational Skills  Teambuilding

 Training & Development

 Communication Skills

Professional Experience

TAYLOR, BEAN & WHITAKER — Ocala, FL 10/04 to Present

Default Business Analyst, 02/08 to present

• Prepared monthly reports for management by extracting and manipulating data from various software applications.

• Prepared requested Default Management files for review by state and government agencies.

• Achieved 100% resolution to borrower complaints through in depth research.

• Prepared REO proceeds and reports for submission to Investors.

• Responsible for sending out proper delinquent notices to borrowers per Investor guidelines.

• Processed subpoenas, violations and citations within deliverable time lines.

• Provided support to Executive Vice-President with administrative tasks and special projects.

Funder, 04/07 to 01/08

• Funded loans via wires and checks for loan closings.

• Communicated with closers and brokers to ensure resolution of funding issues.

• Prepared wire tape for submission to the bank.

• Compiled reports for daily reconciliation of loans funded.

• Processed daily bank statements.

• Trained new Funding Department associates.

Collections Supervisor, 05/06 to 03/07

• Directly supervised a staff of 8 Collectors; including recruiting and terminating, training and development, scheduling, time and attendance, and performance appraisals.

• Responsible for hiring, terminating, scheduling and coaching Collectors.

• Ensured customer service levels were maintained by monitoring employee’s phone calls for quality assurance and compliance; handled escalated collection issues.

• Compiled statistics and prepared monthly collections reports.

• Responsible for loading call campaigns into the dialer and assigning call campaigns to Collectors.

Claims/ Reporting Specialist, 06/05 to 04/06

• Reported status of delinquent loans to investors; including but not limited to Freddie Mac, VA, HUD and Rural Housing.

• Reconciled and submitted payment for property inspection and preservation invoices.

• Prepared Loss Claims for recovery of money lost during the foreclosure process.

Collector, 10/04 to 05/05

• Performed collections calls on 30, 60, and 90 day delinquent mortgages.

• Educated borrowers on mortgage modifications, partial claims and pre-foreclosure options.

• Educated new borrowers on payment options, late fee date and customer service assistance.

• Advised borrowers and set up repayment plans to assist borrower in bringing loan current.

HARDWOOD TRAILS — Ocala, FL. 07/04 to 10/04

Administrative Assistant, 07/04 to 10/04

• Maintained filing system; retrieved and filed information.

• Organized and prioritized a large volume of information and phone calls; took messages or fielded answers on all routine and non-routines questions.

• Preparing responses to Homeowner Association complaints.

• Scheduled and organized meetings, travel and office activities.

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AMERICAN EAGLE AIRLINES – Dallas/ Ft. Worth, TX. 02/04 to 06/04

Flight Attendant, 02/04 to 06/04

• Prepared passengers and aircraft for takeoff and landings according to procedures.

• Achieved compliance with FAA guidelines by maintaining and adhering to in-flight manual.

• Maintained passenger safety and comfort; directed and assisted passengers in the event of an emergency.

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SOUTHTRUST BANK – Ocala, FL. 07/01 to 10/03

Lead Teller, 07/01 to 10/03

• Supervised 3 tellers; including coaching and training.

• Generated teller scheduling to ensure customer service levels were met.

• Maintained the daily cash limit for the branch.

• Created and maintained monthly reports; branch cash levels and sales goals.

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MARION COUNTY CREDIT UNION – Ocala, FL. 09/98 to 06/01

Teller, 09/98 to 06/01

• Received and processed deposits, withdrawals, check cashing and issued personal money orders and cashier’s checks.

• Opened and closed accounts; complied with disclosure requirements, regulations and consumer privacy policies.

• Balanced drawer daily; ensured cash limits were maintained.

• Maintained and balanced vault cash.

Education and Technical Knowledge

VANGUARD HIGH SCHOOL — Ocala, FL. 08/94 to 05/98

Earned High School Diploma

TECHNICAL KNOWLEDGE

• Microsoft Excel, Word & PowerPoint

• FICS Mortgage Servicer and Commercial Servicer

• Cisco Dialer and WebView

• Solomon

• Check Factory

• SABRE

REFERENCES WILL BE FURNISHED UPON REQUEST.

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