Customer Service Manager
Resume:
Roldan Ramirez
San Dimas, CA 91773
Telephone 626-***-**** ******.*********@*****.***
Career Summary Extensive experience in leading people and projects within
operations call center and retail environments. Possess
strong problem solving skills interfacing effectively with
customers and team members. Proficient in Word, Excel, and
Power Point systems.
Experience: August 2012 - January 2013, Bank of America (Randstad
Temporary Services), Brea, CA
Advocacy Associate
. Utilized my mortgage experience and knowledge in the mortgage
industry to service various mortgage loans ranging from a
status of Imminent Default to 120+ days delinquent.
. Specifically work a For-Profit pipeline of mortgage loans,
acting as the single point of contact for authorized third
party attorneys and For-Profit organizations.
. Pre-underwrite a portfolio of loans according to
specifications for MHA and other modification programs
offered by Bank of America
. Audit documentation for the purpose of pre-qualifying and/or
declining the homeowners for potential assistance within our
company's guidelines
. Assist specified underwriting associates during the
underwriting process acting as the single point of contact.
March 2010 - August 2012, JP Morgan Chase & Co., Irvine, CA
Loss Mitigation Solicitor
. Service all mortgage loans for various investors not
excluding government securitize loans for Fannie Mae and
Freddie Mac ranging from 0-30 thru 120+ days delinquent for
the purpose of protecting the Bank's collateral position.
. Utilize foreclosure knowledge to evaluate foreclosure loans
for possible resolution plan of action to maximize the
recovery potential.
. Develop and implement restructured plans by evaluating the
financial strength and capacity to repay outstanding debt of
the homeowners.
. Provide excellent customer service to the homeowner via
counseling to achieve a resolution to financial debt.
. Service Bankruptcy discharge loans to avoid Foreclosure
and/or charge-off of mortgage loan to minimize financial
loss.
. Within the department procedures, collected delinquent
balances for charged-off mortgage loans, underwrite and
retrieve all documents for MHA and/or other modification pre-
qualification programs
. Document all contacts, agreements and discussions that
transpire with all internal and external customers.
June 2003 - February 2010, Carpenter's Union, San Dimas, CA
Commercial and Residential Building Inspector
. Conduct visual inspections of a building's structural
soundness and safety features to be utilized for the purpose
of occupancy.
. Visually verify that building codes, ordinances, contract
requirements, regulations are met for the structure before
it's built, as it's being built and after construction is
completed.
. Adhering to the International Code Council (ICC), ensure that
new construction, changes to existing structures, or repairs
comply with local and national building codes and ordinances,
zoning regulations, and contract specifications.
. Through the process of a detail written report, identify by
visual inspection areas of correction, condition, suggest
repair according to the International Code Council (ICC)
regulations.
. Utilized journeyman skills and training for the purpose of
installation of various high end products according to blue
print specifications
. Modify and alter various products as required, as approved
and discussed with the architect
February 2000 - June 2003, Pacific Community Credit Union,
Fullerton, CA
Special Accounts Manager
. Utilize telephone communication to service escalated calls
for over drawn and/or delinquent loan members to make
suitable repayment arrangements and follow up with
appropriate oral and/or written correspondence always using
good judgment and following the Fair Debt Collections
Practice Act.
. Perform duties related to approving payment extensions,
repossession, small claims, legal and bankruptcy accounts
including document preparation, online collection system
entries and correspondence.
. Represent the Credit Union in bankruptcy and small claims
court hearings to make necessary arrangements with the member
and/or attorney to minimize business loss.
. Oversee the repossession and sale of repossessed vehicles
according to state law and Credit Union policy and procedures
in conjunction with the Uniform Commercial Code (UCC) and
Rees-Levering laws as applied to specific loans to prevent
possible law-suits against the Credit Union.
. Train new hire employees according to the Fair Debt
Collections Practice Act and Credit Union policy and
procedures. Oversee the daily work of the collection
department to assure productivity is satisfactory and will
meet goals set for month end.
. Assist management with any special projects.
December 1997 - October 1999, Option One Mortgage Co., Irvine,
CA
Collections Counselor II
. Utilize a Davox Dialing System to collect on delinquent
accounts via telephone following the Fair Debt Collections
Practice Act.
. Use in house network system Computer Program Incorporated
(CPI) to inquire and document complete loan activity and
history.
. Review accounts for appropriate collection action at minimum
of seven days resulting in member contact or other collection
activity adhering to policy and procedures.
. Oversee the research of various problem loans to maintain
customer satisfaction.
. Supervise and lead the production of various employees during
special projects assigned by management.
September 1992 - December 1997, Home Savings of America,
Irwindale, CA
Collections Representative
. Utilize a Davox Dialing System to collect on delinquent
accounts via telephone.
. Determine and recommend modified payment schedules and
extensions evaluating the customer's present financial status
and ability to pay in order to make provisions for recovering
outstanding debt.
. Participate in special projects assigned by management.
Competencies and Strengths
- Experienced in mortgage retention and liquidation
- Certified collector knowledgeable of all FDCPA
- Knowledge of repossession, bankruptcy and foreclosure laws and
process
- Self-motivated, driven, accurate and detailed
- Analytical Problem Solving Skills
- Strong knowledge conventional and government guidelines
- Customer satisfaction
- Bilingual in Spanish both reading and writing
Education
Citrus College, Glendora, CA
Major History/Liberal Studies
January 2002 - May 2006
Carpenter's Training Center, Orange, CA
Journeyman Certification
April 2004 - December 2009
Real Estate Trainers, Orange, CA
February 1999 - November 1999
Contact this candidate