Customer Service Manager

TYERENCE E. BROWN

*** **** ******, **** * ( Lodi, NJ 07644

Cellular: 917-***-**** ( E-Mail: ***.*.*****@*****.***

( Loss Mitigation ( Loan Servicing ( Foreclosure/Recovery

Specialist Specialist Specialist

Results-oriented and top-performing professional with more than seventeen

years' experience enhancing an organization's profitability and market

share via my managerial experience in operations and customer service.

Demonstrated ability to effectively handle highly confidential personal and

financial information in a timely manner. Reputation for dependability and

professionalism in streamlining an enterprise's processes to increase

productivity and enhance efficiency. Expert interpersonal skills with a

proven track record of building rapport as a motivator, team-player and a

manager who improves the employee-employer relationship.

( Relationship Management ( Project Management ( Operations Management

? New Business Development ( Regulatory ? Analytical &

Compliance Problem-Solving

? Customer Service ? Confidentiality ? Computer Literacy

? Recordkeeping ? Communications ? Prioritizing &

Follow-Through

PROFESSIONAL EXPERIENCE

TD Retail Card Services (a division of TD Bank, N.A.), Mahwah, NJ

2009 - Present

Team Leader - Collections

. Supervise and direct co-workers in the process of reducing private

label store card delinquency levels

. Comprise audit and constructive review of repayment plans to insure

company guidelines and protocols have been satisfied

. Maintain a high level of support and problem solving towards

discrepancies that arise on a daily basis to strengthen company's

objectives

. Deduce financial overviews for company customers to derive a course-of-

action towards rectifying present financial hardship

. Effectively negotiate short-long term repayment plans, debt

restructures (reage), and settlements

. Maintain the highest level of professionalism, excellence of service,

and diligence while assisting upper-management with ad-hoc projects

and reports

Retrieval Masters Creditors Bureau/

American Medical Collection Agency, Elmsford, New York 2008 - 2009

Compliance Officer / Recruiter-Trainer / Special Handling Coordinator

. Established and enforced the company's customer correspondence

business rules, policies & procedures

. Effectively trained, motivated, and coached department personnel

. Developed reports and metrics in order to efficiently streamline

production and reduce operating expenses

. Developed and managed ad-hoc and standard reports for executive and

senior management

. Maintained the highest level of professionalism, excellence of

service, and diligence while assisting executive management with ad-

hoc projects and reports

Integrated Asset Services, LLC, Denver, Colorado 2008-2009

Independent Contractor / Credit Risk Underwriter

. Analyze pools of mortgage loans for non-compliance or potential fraud;

pending investor consideration

. Evaluate the overall performance of mortgage loans being considered

for purchase by investors

. Determine the feasibility of debtor-performance in contrast to the

associated mortgage debt within a pool of loans pending investor

consideration for purchase

. Update the principal's databases on all loan activity from a remote

location (home)

Fiserv Portfolio Lending Solutions, Boulder, Colorado 2008-2009

Independent Contractor / Credit Risk Underwriter

. Analyze pools of mortgage loans for non-compliance or potential fraud;

pending investor consideration

. Evaluate the overall performance of mortgage loans being considered

for purchase by investors

. Determine the feasibility of debtor-performance in contrast to the

associated mortgage debt within a pool of loans pending investor

consideration for purchase

. Update the principal's databases on all loan activity from a remote

location (home)

Franklin Credit Management Corporation, Jersey City (Exchange Place), New

Jersey 2002-2007

Loan Servicing/ Loss Mitigation Manager

. Established and enforced the company's loss mitigation business rules,

policies & procedures

. Effectively hired, trained, motivated, and coached loss mitigation and

inter-department personnel

. Developed a loss mitigation tracking database and automated task-

queuing system in order to efficiently streamline production and

reduce the department's costs-to-service

. Conducted inter-departmental training classes on the art of

negotiating and effective loss mitigation; short-long term repayment

plans, deferments, forbearance, loan modifications, short-sales, deed-

in lieu of foreclosures, cash-for-keys, substitution of collaterals,

subordinations, and partial release of liens

. Developed Quality Control Protocols for internal bi-weekly Quality

Control & Account Audit Reviews

. Developed and managed ad-hoc and standardized reports for senior

management, auditors, and investors

. Conducted presentations to investors, board members, executive &

senior management, the staff, auditors, regulators, and Standard &

Poor's

. Maintained the highest level of professionalism, excellence of

service, and diligence while assisting senior management with daily

responsibilities

Superior Bank, FSB (a/k/a Superior Federal Bank, FSB), Orangeburg, New York

1998-2002

Assistant Vice President - Loss Mitigation

. Managed and directed a staff of thirty Loss Mitigation Specialists in

the process of reducing mortgage delinquency levels

. Comprised audits and constructive review of account's negotiated

repayment plan to insure company guidelines and investor approval is

ascertained

. Maintained a high level of support and problem solving towards

discrepancies that arise on a daily basis to strengthen company's

objectives

. Deduced financial overviews for company customers to derive a course-

of-action towards rectifying present financial hardship

. Effectively negotiated short-long term repayment plans, deferments,

forbearance, loan modifications, short-sales, deed-in lieu of

foreclosures, cash-for-keys, and subordinations

MTA Bridges and Tunnels, New York, New York 1997-1998

Bridge and Tunnel Officer

. Secured and reconciled company's receivables

. Enforced facility's policy, procedures and safety objectives while

maintaining the highest level of customer service

Genovese Drug Store, Inc., New York, New York 1990-1997

Senior-Assistant Store Manager/ Store Manager In-Training

. Manage total store level operations consisting of a staff of 125+

employees, entailing staff hiring, training, evaluation and work

schedules

. Handle budget planning and tracking, accounting and payroll

. Coordinate inventory control, receiving; merchandising (plan-o-grams)

and store maintenance

. Direct loss prevention initiatives, successfully reducing shrink by

$15,500 a week

. Led store to rank in top 5 locations from a tri-state region of 141

locations

. Achieved the highest sales growth in region; store was chosen as a

model store for district

. Assisted the Senior Store Manager in enforcing the company's policies

and procedures

. Delegated manpower and coordinated the allocation of company's

resources

. Handled and secured company finances and assets

. Assisted in the structuring and training of new locations and

personnel

EDUCATION

Queens Vocational Technical, Long Island City, NY ( Major in Electronics

and Computer Engineering Technology NYS-Certified Electronics Technician

CUNY - Hostos, Bronx, NY ( Majoring in Business Management

REGULATORY COMPLIANCE

Fair Debt Collection Practices Act ("FDCPA"), Fair Credit Reporting Act

("FCRA"), Gramm-Leach-Bliley-Act ("GLBA"), Credit Card Accountability

Responsibility and Disclosure Act of 2009 ("Credit CARD Act 2009"), Payment

Card Industry Data Security Standard ("PCI DSS"), Health Information

Portability Accountability Act ("HIPAA"), Sarbanes-Oxley Act ("SOX"),

Federal Information Security Management Act of 2002 ("FISMA")

TECHNOLOGY PROFICIENCY

MS-Windows, MS-Office Suite (Word/Excel/Outlook/Access/PowerPoint/Visio),

Adobe PDF, SAP Business Objects & Crystal Reports, AS/400 LSAMS, Ontario

Systems - FACS, Harland Financial Solutions (DRI/DMS/ABT), Fiserv Extra! X-

treme, Noble Predictive Dialer System, Davox Predictive Dialer System,

Avaya - Mosaix Predictive Dialer System

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