Customer Service Manager

Anthony Johnson

**** *********** **., **** *****, T X 76123¦ Home: 972-***-****¦ ******************@*****.***

PROFESSIONAL SUMMARY

Self-motivated collections and loss mitigation executive with years of relevant industry experience and

management expertise. Detail–oriented individual who exemplifies professionalism, and an ability to

manage multiple projects and tasks at any given moment. Demonstrated history of successful senior-level

departmental administration and effective customer service facilitation, while providing high-quality

guidance to management and ensuring efficient and timely issue resolution. Accomplished and highly-

skilled management leader with a strong mix of analytical and people skills. Driven partner eager for

professional growth, increased responsibility, and the opportunity to leverage extensive customer service,

risk mitigation, personnel development, strategic planning, call center operations, and service

coordination expertise within the performance-based work culture of a growing firm. Excellent verbal

communication and teamwork skills, building relationships with clients and colleagues.

• Proven track record of managing early and late stage collections, credit/billing and loss mitigation

and recovery.

• Strong Knowledge of FDCPA and proficient in fair debt collection regulations .

• Strong Knowledge of CFPB and guidelines.

• Deep knowledge with FHA loans, VA loans, Freddie Mac/Fannie Mae loans, GNMA,

Bankruptcy, USDA and Foreclosure loans.

• Experienced with working with attorneys with foreclosures, repossessions, judgments,

redemptions and litigation matters.

• Experienced with modifications including MHA and refinance.

• Experienced with short sales, deed in lieu’s, recovery, redemption, settlements, repayment plans.

TECHNICAL SKILLS

Proficient Microsoft Office: Word, Excel, Power Point, Outlook

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MSP/Fidelity

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Info source

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Oracle

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Fortracs

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CMS/VLS

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Debt Manager

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WORK EXPERIENCE

Mortgage Escalations Manager 7/2012 to 9/2013

JPMorgan Chase & Co. Lewisville, Texas

• Recommend and implement specific procedures to ensure maximum effectiveness and efficiency of

service, while establishing efficient operational policies, technological support systems and budgets.

• Assist in long-term strategic planning for related departmental section, ensuring the attainment of all

departmental goals through detailed reporting, trend utilization, and performance tracking.

• Hold responsibility for the compilation and analysis of statistical data relative to unit productivity,

monitoring live calls and providing feedback to staff, coaching, and issue resolution concerning

collection and loss mitigation activities.

• Manage various teams of supervisors, including personnel issue resolution and functional task

delegation.

• Utilize exceptional problem solving abilities while dealing with conflicting financial and personnel

variables, developing and recommending viable courses of action as required.

• Ensure timely performance management of all staff, communicating expectations and closely

supervising job functions.

EMC Mortgage Loss Mitigation Supervisor/Manager 3/2008 to 7/2012

JPMorgan Chase & Co. Arlington, Texas

• Managed unit while ensuring the achievement of unit objectives and related standards.

• Compiled and analyzed statistical data relative to unit productivity, monitoring live calls while

providing feedback to staff.

• Provide advice and question resolution concerning collection activities, reviewing the status of

severely delinquent accounts and handling all loss mitigation efforts.

• Train current and new staff members as well as conduct performance reviews, making

recommendations as needed regarding corrective actions and suggested dismissals.

• Assist departmental manager with training course scheduling for entire department.

• Create and distribute various reports to staff and peers on a regular and ad-hoc basis.

Customer Service /Collections Supervisor 1/2005 to 3/2008

Greentree Mortgage -Mortgage Collections Little Rock, Arkansas

• Oversee the Monetary Processing Department and Collections Department. Coordinate activities of

customer service, two collection servicing departments and one inventory department regarding

collection activities and inventory controls.

• Directed a comprehensive, major initiative that redesigned processes, procedure development,

documentation, employee training, and auditing for the department. Created definitive methodology

to measure results and produce consistent and ongoing improvements. Resulting procedure became

a model that was implemented company-wide.

• Prepare and review various monthly, quarterly, and annual reports for senior management. Review

adherence to a broad range of regulatory requirements.

• Implemented aggressive collection activities, established web-based payment options to debtors,

and recently developed a rehab program to convert bad debt into an asset. Set up terms for debtors

to withdraw accounts from collection agencies and re-establish accounts in good standing.

• Worked closely with foreclosure attorneys with litigation for filing complaints and gathering

judgments.

Co-Owner/Manager 6/2003 to 1/2005

ABJ Investments Jacksonville, Arkansas

Managed administrative budget and expenditures as well as payroll.

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Oversaw the call center operations for billing and sales; including leading management team and

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customer service employees.

• Set challenging cross-functional goals that support the organizational goals and strategies.

• Integrated functional strategies, utilizing business expertise to reach financial and operational

objectives.

• Developed operational functions essential for increasing firm’s productivity such as product

promotion and placement.

Financial Services Supervisor/ Manager 5/1997 to 6/2003

ALLTEL Little Rock, Arkansas

• Managed department, performed training and motivating personnel in high-volume setting.

• Managed direct supervisors in the credit and collection activities in outstanding receivables.

• Developed plans for managing/retaining talent inside organization and for improving leadership.

• Responsible for maintaining and controlling bad debt, cash flow, credit policy, and department

costs and product sales.

EDUCATION

Bachelors of Business Administration 2013

American InterContinental University Schaumburg, IL

Concentration: Accounting

HONOR SOCIETY

2013 Delta Mu Delta-MU Epsilon Chapter of the International Business Honor Society

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