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Customer Service Manager

Buena Park, California, United States
May 15, 2019

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Cell: 714-***-****


Highly creative Accounts Receivable Clerk with 30 years in accounting and finance. Results-oriented and solution focused professional. Customer-centered banking professional with a diverse financial service career in institutional business development and project management. Driven Investment Banker with excellent presentation, negotiation and interpersonal skills. SKILLS

Deep knowledge of bankruptcy processes

● Bilingual in Spanish. (Dialer Experience)

● Strong banking ethics

● Collection Practices Act (FDCPA)

● Skip trace

● Proficient in many types of accounting systems and software

● Complex problem solving

● Negotiate payment arrangements with borrowers on delinquent accounts WORK HISTORY

Sun West Mortgage- 2/2018- Present -Buena Park CA.

.Support the Customer Relationship Manager model that is the end-to-end Single Point of Contact relationship between the customer and the associate.

.Retrieve notice of signed modification documents, ensure quality control review of documents and new loan terms, and submit modification update request.

.Ensure quality service and effective, efficient operational support for the assigned area's internal business partners and/or external customers/clients.

.Develops employees through regular coaching and feedback that leads to improved results. Manage multiple and/or conflicting responsibilities Supervisor, 1/ 2016 to 1/2018

Challenge Financial – Orange, CA

Coached individual performance and provided feedback to a staff of 12 direct reports accountable for $5M of a $20M portfolio in the credit collection department. Provided leadership, guidance, and motivation to team members in a call center environment. Conducted staff interviews and administered performance discussions as outlined by the business needs.

Monitored and developed associates for quality assurance on a predictive dialer by use of system such as WITNESS, NICE, and through side-by-sides.

● Prepared financial and internal reports daily to give effective performance reviews.

● Oversaw and participated in department audits on a quarterly basis.

● Led the department in highest percentage of dollars recovered of net charge offs. Loss Mitigation /Escalation Manager Specialist/Consumer loan support Spec II,02/2009 to 02/2015 JP Morgan Chase – Irvine, CA

Consumer loan support Spec II Initiate contact with customers who have defaulted on their mortgages.

● Contact is made through phone calls and use of a predictive dialer.

● Respond to customer inquiries regarding mortgage defaults and loss mitigation options.

● Evaluate the customer's financial ability, reason for default, and ability to make payment.

● Recommend and initiate loss mitigation options that are appropriate to the situation.

● Negotiate and formalize repayment arrangements with customers in foreclosure when appropriate.

● This includes verifying arrears, formulating terms of repayment, drafting stipulated repayment agreements, and insuring that the initial terms and conditions of the agreement are met.

● Coordinate and facilitate initial loss mitigation efforts with associated departments, foreclosure counsel, investors, and mortgage insurance companies. Senior Collector,08/2008 to 02/2009

Negotiator Auto one Warranty – Irvine, CA

Manage Incoming and outcoming calls, skip tracing credit reports, customer service, payment plans.

● Help customers to resolve delinquency also set payment plans and help with extensions, and deferments excel in problem resolution, perform well under pressure and handle multiple tasks simultaneously.

Loss Mitigation Negotiator II,12/2007 to 08/2008

Residential Credit Solution – Los Angeles, CA

Researched default loan type, borrower information/situation and BPO (Broker Price Opinion) property valuation information to determine the best financial solution for the company.

● Negotiated for a property financing or foreclose.

● Negotiated loan-financing strategies with the borrower.

● Repackaged loan agreements or delinquency arrangements to schedule debt, and negotiate payoff schedules with delinquent borrowers.

● Ensured the title is clear of modifications and deed-in-lieu of foreclosures, verified arrears, formulated terms of repayment, drafted stipulated repayment agreements, prepared workout files for modifications, and enforced terms and conditions of the agreement.

● Also work with bankruptcy.

Sir Credit and Collection lll,06/2005 to 09/2007

Cash Call – Anaheim, CA

Extensive skip tracing and locating of customers.

● Collected on back-end severely delinquent accounts.

● Tracked and secured payments and payments arrangements.

● Reviewed and acquired financial statements from customers then made decisions of father action.

● Modified and adjusted loan arrangements according to company policies.

● Continuously exceeding individual and team goals, helped co-workers with Spanish customers, assisted in training of new employee's, managed a file continually throughout the month.

Credit and Collections,06/2002 to 11/2004

Hyundai Motor Finance – Fountain Valley, CA

Manage 200 Plus Incoming and outcoming calls a day, skip tracing credit reports, Customer Service, payment plans.

● Help customers to resolve delinquency also set payment plans and help with extensions, and deferments excel in problem resolution, perform well under pressure and handle multiple tasks simultaneously.

Assistance Supervisor ll,10/2000 to 01/2002

Ameriquest Mortgage – Orange County, CA

Incoming and outgoing calls all day long, skip tracing, Customer Service, credit reports, payment plans and foreclosure sales.

● Take over the team of 10 when supervisor out also take care of weekly reports and time cards.

Owner,12/1997 to 10/2000

T&S Collections – Orange County, CA

Buy and set all the collection process, up to legal process or collect the debt, all types of accounts, auto medical, commercial, Negotiated loans and bring a solution on each one.

● Skip tracing credit reports, customer service, payment plans. Assistant Supervisor,07/1994 to 11/1997

First City Servicing – Irvine, CA

Supervise six account representatives who handle over 500 accounts per queue, keep company goals, review representative on a weekly and monthly performance and evaluate to determine which accounts need to be referred for legal, heavy telephone activity. EDUCATION

BBA: Business Administration, 5-1987

● Intercontinental University - Mexico City


Repeatedly commended by superiors for excellent customer service.

● Received “Employee of the Quarter” service award in 2010.

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