Customer Service Quality Assurance
Resume:
Suzanne K. Stanley
Jacksonville, FL 32226
*****************@*****.***
SELECTED PROFESSIONAL QUALIFICATIONS
***/*** **** *** *******/Health Licenses, Loss Mitigation Specialist,
Paralegal Certificate, 5 years Quality Assurance, Customer Service,
collections, SALES, recovery, probate and bankruptcy specialist. Detail
oriented, independent worker.
WORK EXPERIENCE
Independent Life Insurance Agent, Final Expense, May 2012 to present.
AHMSI / Option One Mortgage Company, December 9, 2002 to June 14-2011
Loss Mitigation Negotiator/ Liquidation Specialist Specializing
in HAMP, Loan Modifications, Short Sales, Deed in Lieu of
Foreclosure.
o Quality Assurance Specialist (QA) - Quality Monitor for loss
mitigation, customer service and collections departments. Ensures
compliance with FDCPA, OOMC and departmental policies/guidelines.
QA for forbearance and repayment plans, loan modifications, short
sales and DIL processes.
o Collections - zero to foreclosure. Customer Service Rep.
Household Automotive Finance Corporation, August 20, 2001 to December 8,
2002.
o Collector - collected Auto Loans, 1-60 days delinquent.
o Negotiate/approval of payment plans and extension requests
Citibank Universal Card Services, April 2, 1990 to February 20, 2001
(Formerly AT&T Universal Card Services) Jacksonville, FL
Probate and Bankruptcy Specialist
o Reviewed and processed card bankruptcies in a 15 state region.
o Reviewed and processed probate accounts in an 8-state region.
o Investigated both probate/bankruptcy accounts for fraudulent
activity.
o Managed attorney work efforts in the region.
o Handled documentation submission needs for bankruptcy cases.
o Negotiated bankruptcy and probate settlements with attorneys and
executors.
o Audited attorney-billing records.
Recovery Associate
o Reviewed consumer credit counseling proposals.
o Credit approval for authorized users assuming probate accounts.
o Evaluated Power of Attorneys.
o Trained new hires on correct probate procedures.
Customer Service Representative
o Processed inbound calls for Classic/Gold Visa and MasterCard
accounts.
o Product Sales
FEDEX / Customer Service Rep, Huntington, WV. 1989-1990
EDUCATION
o 214 and 240 Life Insurance and Annuity - Health Licenses
o Paralegal Certificate, 1996-1998, University North Florida,
Jacksonville, Curriculum included courses in Principles of
Paralegal Studies, Legal Research, Legal Case Analysis, Litigation,
Bankruptcy, Family Law, Criminal Law and 120 hour internship.
Transcript available on request.
o Associate Applied Science, Business Management, 1978-1980, Marshall
University,
o Working knowledge of CPI LPS (Fidelity), Process Management/New
Trak (FC), Pacer (BK), Dashboard (loss mitigation), DARES
Collateral (Valuations), and DARES (collections), Verint /Witness
(QA), Microsoft Word, Outlook (email).
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