Customer Service Manager

**** * **** **** #**** NORTH LAS VEGAS NEVADA ****6

562-***-**** ************@*****.***

ROSALIE MAYER

OBJECTIVE

A position in a financial institution as a loan consultant, financial

advocate, lending business and in a fast-paced, goal-oriented environment

requiring an

accomplished excellent customer relations skills, a strong team

focus, and a track record for delivering results.

SUMMARY OF QUALIFICATIONS

Substantial experience and outstanding skills in collection with four years

at

Sallie Mae Corporation and a total of eight years of customer service in

sales

and financial services.

Experienced in rebuilding credit and credit counseling, analyzing documents

in lending or loan modification.

Highly developed in areas of negotiations, skip tracing, problem solving,

debt

recovery, student and mortgage loan process, call center operations and

credit

counseling.

Accustomed to working in fast paced environment with the ability to think

quickly and successfully handle difficult clients.

Daily use of internet for collection and knowledge of aggressive skip

tracing

tool such as accurint, fast data, innovis and insight. Highly experience

in

computers on hardware and software materials.

Recognized by supervisors and peers as a hard working, self-motivated and

detailed oriented in a fast-paced intense environment.

Excellent inter-person skills, ability to work well with others, in both

supervisory or support staff roles.

WORK OF EXPERIENCE

Financial Counselor

Financial Guidance Center formerly Consumer Credit Counseling (02/2013-

Present)

-Face to face, phone, internet interview counseling session with clients

financial situation.

-Down Payment assistance intake and counseling session. Responsible in

completing clients documents for mortgage down payment.

-Refer clients to available resources that will help the clients in

emergency, temporarily, or resolution to a long term stability in achieving

financial goals.

-Reviews loan modification documents, down payment assistance, and helps

client reestablish their credit.

-Read and analyze client credit report.

-Certified housing counselor HUD approved agency.

-NFCC member.

Collection Accounts Manager (09/2010-02/2013)

Integra Servicing LLC

-Inbound/Outbound calls and email communication.

-Makes/offer settlement arrangement.

-Debt recovery.

-Handles escalated calls and dispute with borrowers.

-Make settlement arrangement with borrowers, attorneys and legal debt

agencies.

-Process loan modification program, deed in lieu foreclosure, downgrade

programs.

-Follow up with documents in sending and receiving documents.

-Handles payments via mail/email and ACH and credit cards over the phone.

-Makes outbound calls and emails to paying and delinquent customers.

-Receives inbound calls and emails from paying and delinquent customers.

-Prevents mortgage owners from foreclosure by discussing their options via

email and phone.

Default Aversion Associate (02/2006-04/2010)

Sallie Mae Las Vegas, NV

-Calls borrowers with the intent to collect monies from a delinquent loan.

-Outbound calls/inbound calls.

-Making possible contact via phone and email.

-Loan default prevention.

-Debt recovery.

-Skip tracing

-Loan modification.

Loan Consultant/Officer (10/2005-01/2006)

Greenlight Financial Services Las Vegas, NV

-Loan origination and consulting.

-Inbound call origination.

-Internet leads origination.

-Live chat origination.

Customer Service in Sales and Vehicle Service (07/2005-09/2005)

Desert BMW of Las Vegas Las Vegas, NV

Customer Service and Appointment coordinator (09/2004-06/2005)

Ken Grody Ford Buena Park, CA

Part-Time Restaurant Manager and Hostess (01/2003-06/2005)

Fractured Forke La Habra, CA

Customer Sales Representative (12/2003-08/2004)

Wood N' Goodies/Balloons Direct 2 U La Habra, CA

Payroll and Medical Data Encoder (12/2001-09/2003)

Home-Pro Care and JA Services Sterling Heights, MI

EDUCATION

The Key Realty School (9/2005)

Las Vegas, NV

Certified Loan Consulting of 40hrs in continuing education.

The University Of Michigan (05/31/2002)

Ann Arbor, Michigan

Michigan English Language Assessment Battery Average of 82 Percentile

Melab ID Certification # 4936

Computer Science Major In Programming (1997-2001)

Baguio Colleges Foundation Baguio City, Philippines

Undergraduate

Computer Science Major In Information Tech (IT) (1995)

Saint Louis University Baguio City, Philippines

Undergraduate

Bachelor Of Science Major In General Mass Communication (1994-1995)

Saint Louis University Baguio City, Philippines

Undergraduate

LANGUAGES

English, Filipino, Thai

REFERENCES

Sarah White 702-***-**** Friend Four Years

Victoria Chavez 702-***-**** Friend Four Years

Louie Lopez 702-***-**** Friend Five Years

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