Fort Worth, TX 214-***-****
Highlights of Expertise
Dedicated Customer Care, proven leader experienced in loss mitigation, modification, underwriting, escrow, default loan specialist, relationship manager, collector, negotiator, processor, auditing & mentoring.
Provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner.
Dedicated to assuring that industry & regulatory standards are met while providing exceptional service.
Strong negotiation, skip tracing, problem solving, and probing skills utilized in a professional manner.
Ability to meet goals and deadlines in a fast paced, performance driven environment.
Knowledge of FDCPA Privacy Act, TBS, LPS Desktop, MSP, SharePoint, skip tracing experience.
Ability to handle and prioritize multiple tasks while maintaining attention to detail & delivers expert-level industry knowledge with a customer focused approach that contributes to increasing profits.
Credit Protection Association, LP, Dallas TX 2016 – 2018
Customer Relation Specialist-Credit Collection
Under minimal supervision managed delinquent commercial loans that are 60 plus days delinquent and have up to a million dollar relationship which included privately owned companies.
Negotiated with account holders on payment plans or loan modifications to bring loans to current status which includes coordinating renewal efforts between account holders, financial center managers, business banking officers, and underwriters.
Met & exceeded established daily, weekly and monthly performance objectives for delinquency, credit losses, collection calls.
Ability to prioritized and multi-task to complete daily tasks while handling both inbound & outbound calls. Updated the loan servicing system with collection findings to meet compliance and investor requirements, so that investor reporting is completed accurately and timely.
Luzeel Taxation & Financial Services, LLC, Dallas TX 2014 - present
Tax Accountant Specialist-Remote/seasonal
Review financial statements and documentation of expenditures to determine forms needed to prepare the tax returns. Prepare simple to complex tax returns. Oversee state audits and respond to information requests in a timely manner.
Ensure that clients to the Luzeel Taxation have a positive experience, by creating a friendly, welcoming environment for all customers.
Compute taxes owed and prepare tax returns, ensuring compliance with payment, reporting other tax requirements. Becoming part of a customer friendly culture.
JP Morgan Chase Bank 2006-2013
Loss Mitigation-Foreclosure Specialist, Lewisville, TX
Preformed a quality control on all files before sending to foreclosure attorney and lender. Managed a group of external vendors, collaborated with internal participants in the title curative process.
Updated files as requested, performed searches and monitored assigned foreclosure emails. Served as the escalation point of contact for internal and external customers.
Exceeded departmental and individual goals by providing exceptional support and communication with customers, vendors, legal department and management.
Recommended policy and procedure changes to improve ongoing controls and process. Analyzed, measured, monitored and reported on issues of meeting key performance indicators and quantifying results through reports and scorecards to ensure an unbiased and objective analysis process.
Monitored vendor turnaround times for counseling and process improvements. Knowledge of federal laws and regulations governing residential, investment mortgages (FDCPA, Privacy Act, Patriot Act).
Loss Mitigation-Loan Resolution Specialist-Relationship Manager, Lewisville, TX
Expert-level understanding of all modification programs and maintained robust knowledge of other non-modification workouts and non-foreclosure liquidation options.
Ensured quality control of loan submissions by collaborating with underwriting and closing departments.
Audited modification packages, ensuring customer has sent in all information required for processing.
Supported accuracy and effectiveness of internal controls and fraud detection.
Researched, resolved and responded to internal and external customer inquiries regarding risk mitigation.
Calculated borrower income accurately and reliably, to ascertain the most suitable workout option for the borrower.
Collaborated across departments to reduce expected losses and increase portfolio penetration. Managed call center aspects of loan resolution and mitigation to support quality and call performance.
Communicated basic loan restructuring possibilities to support delinquency resolution and help customers avoid foreclosure. Collected delinquent payments.
De Metro, Dallas, TX, 2005 - 2006
Loan Officer/Credit Collection
Provided sales support and communication from loan pre-qualification to loan closing.
Monitored all applications and supporting documentation to avoid and detect consumer fraud.
Maintained and audited internal controls and records.
Served as primary contact with borrower throughout the loan transaction, reviewing all documents for compliance with consumer regulations and preparing credit analysis.
XO Communications, Plano, TX, 2003 - 2004
Reconciliation and Audit Analyst (contracted through Comsys)
Saved the company several thousand dollars by providing accurate records on a weekly basis. Supported accuracy and effectiveness of internal controls and fraud detection.
Performed research and troubleshoot for orders in TBS, utilizing the product service request module.
Reduced customer risk by creating product service requests to address missing records.
Performed data audits and records reconciliations, auditing various business units within the company for compliance with company policies and US FCC guidelines.
Maintained a working knowledge of information security assessment industry standards/best practices and compliance with information security-related laws (States & Federal), regulations of the company polices.
Education & Training
Bachelor of Science in Business (Accounting), Marketing Minor, Southern University, Baton Rouge, LA
Seven Habits of Highly Effective People Training Series
Project Management Training
Oracle Database Training
Achievements and Awards
Customer Care Recognition- JP Morgan Chase 2007-2013
Exceeded departmental and individual goals, JP Morgan chase, 2007 – 2013