Manager Quality Control

Nancy Ruybal

Collections Account Manager - ENGLAND LOGISTICS

Salt Lake City, UT

*******@*******.*** - 801-***-****

WORK EXPERIENCE

Collections Account Manager

ENGLAND LOGISTICS - West Valley City, UT - April 2011 to Present

Conducts daily collection calls and prepares correspondence in a fast-paced, goal-oriented collections

department

Monitor customer accounts, account adjustments, account balances and write-offs

Maintains superior customer relations by resolving customer inquiries

Process credit card, electronic check, and ACH transactions

Locates customers using basic and advanced skip tracing tools

Establishes payment plans based on the customer's needs

Communicates with third parties for the purpose of acquiring customers' location information

Reconciles Aged Account Receivables weekly; reduces delinquency for Aged Receivable assigned

accounts

Verifies and updates customer contact information

Provides advice and debt counseling to customers

Purges records if debt has been satisfied; reports satisfied debts to credit bureaus

Follows federal and state laws dealing with debt collection

Prepares credit memos with corresponding unpaid accounts for legal recovery

Provides customer service regarding collection issues; processes customer refunds, process and reviews

account adjustments, resolves client discrepancies and short payments

Championed financial security by following internal accounting controls

Vendor Support Manager/Quality Control Account Manager

MAINSTREET VALUATIONS - Salt Lake City, UT - March 2010 to April 2011

March 2010 - April 2011

Recruited and assigned real estate agents to effectively complete a broker price opinion

Dominated challenging customer inquiries, issues, and complaints,

Managed the daily tasks of vendor support within the team

Monitored inbound and outbound customer support calls and emails

Trained and directed employees on relieving customer issues

Conducted daily work flows assignments for team members

Assisted employees and real estate agents on technical support issues

Increased efficiency in recognizing and solving technical support questions and concerns

Instructed new employees and vendors on executing operational programs

Ensured a timely review of residential broker price opinions for valuations and quality control purposes

Analyzed and audited broker price opinions for variances in residential market values and accuracy in

submission

Reconciled an opinion of residential value while meeting daily quality control standards

Examined the company's broker price opinion specifications in relation to customer requirements

Confirmed that broker price opinions met customer expectations and legal compliance

Quality Control/Risk Management/Post-Closing Manager

MOUNTAIN STATES MORTGAGE - Sandy, UT - April 2005 to March 2010

Reconciled FHA/VA insured loan documents for compliance, accuracy, and adherence to each state's real

estate division guidelines

Met state and federal licensing requirements for real estate services

Worked closely with title companies and financial institutions in loan processing, post-closing, funding, and

clearing suspense conditions

Monitored leadership, motivation, and training issues

Paid FHA/VA invoices and fees by verifying transaction information; scheduled and prepared disbursements;

obtained authorization of payment

Obtained revenue by validating transaction information; computed charges and refunds

Senior Account Executive

AAMES HOME LOANS - Midvale, UT - January 2001 to April 2005

Obtained revenue by selling residential mortgage loans to prospective clients

Called over 100+ prospective clients daily

Closed 15-30 residential mortgages monthly

Exceeded monthly production goals by 50%

Championed over $2 Million funded in mortgage loans monthly

Computed payment schedules

Met with applicants to obtain information for loan applications and to answer questions about the process

Worked closely with credit bureaus, financial institutions, and brokers

Negotiated payment arrangements with customers who have delinquent loans

Supervised loan personnel

Analyzed loan markets and developed referral networks to locate prospective clients for loans

Explained to applicants the various types of loans, credit options that are available, and credit terms

Loan Processor

AAMES HOME LOANS - Midvale, UT - January 1998 to January 2001

Analyzed and updated credit and loan files

Conducted mortgage loan pre-qualification

Reviewed the credit reports of the mortgage buyer and verified the borrower's credit history in terms of

debts and payments

Organized and processed all loan documents for Senior Account Executive and client

Verified appraisals and property issues for loan applications

Submitted mortgage loan application file for underwriting approval

Called credit bureaus and employers to verify accuracy of information

Recorded data on status of loans (i.e. number of new applications and loans approved, canceled, or denied)

Informed applicants via phone/mail of approval or denial regarding borrowing status

Assisted Senior Account Executive and Post-Closing Department

EDUCATION

Business Administration

WEST JORDAN HIGH SCHOOL - Salt Lake City, UT

1983

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