Customer Service Human Resources

Derrick Jackson Daytime: 704-***-****

***** ****** *** *****, *********, NC 28273

OBJECTIVE

Seeking a challenging career which utilizes my leadership, customer service, accounting and finance background.

EDUCATION

Charleston Southern University, Charleston SC (December 1998)

B.S. in Business Administration//minor Information System w/emphasis on Management

Highly qualified professional with extensive experience in finance, customer service, and management.

Consistently maintain a high degree of effectiveness in balancing daily responsibilities. Proven capable and

reliable in handling multiple tasks while maintaining an orderly efficiency of operations.

SKILLS

•

• •

Payment Processing Problem Identification/Analysis

• •

Operations/Administration Quality Assurance

• •

Customer Service Client Relations

• •

Loss Mitigation Specialist Supervisor & Staff Training

PROFESSIONAL HIGHLIGHTS

Loss Mitigation Specialist ll- Mortgage

Heavy phone usage receiving calls from attorneys, customers, and realtors in reference to Modifications, payoffs, short

sale, and reinstatement issues. Responsible for written summaries and documents explaining reason for default and

resolutions possibilities. Responsible for completing income analysis with clients, as well to collecting mortgage payment

to provide optional repayment programs along with 3rd party client phone interaction.

Loss Mitigation Specialist- Auto

Minimize potential losses for the company by reviewing all charge off requests, assign repossessions, redeem

repossessions, decision and process amendments, review and decision third party applications, review 90+ days

delinquent accounts and give collections resolution instructions, assist with major repairs of automobiles by working with

client and repair shop to obtain necessary documentation.

Lien Release/ Payment Processing

Supervised the release of liens on property once paid in full based on state regulations, assisted Senior Management

Team with strategic planning and performance improvement, handled complex issues and reviewed transactions for

processing, prepared and analyzed production reports as assigned, assisted Payment Processing Senior Management in

goal setting, monitored employee development, recognition, and coached toward resolution of performance problems or

development to the next level, assisted human resources and personnel management to include but not limited to:

hiring/interviewing, scheduling, payroll processing, compliance with legal requirements, and identified opportunities for

improving inter-departmental workflows.

Team Lead

Conduct soliciting payment on delinquent accounts. Assist team members with questions and concerns to resolve

customer complaints resulting in repossession. Provide training and mentoring for department mangers. Fraud detection

and extensive cross training to numerous collections functions and activities

Collections Manager

Management of a staff of 15 while providing monitoring and arbitrator duties among the call center departments. Evaluate

employees as well developing and motivating staff functions. Help to implement training codes and procedures to educate

with new operation and regulations.

Account Representative

Timely assessment and understanding of customer expectation. Take a hands-on approach in clarifying customer

expectations and resolve issues efficiently. Answer and follow through on customer accounts, and handled complex

discrepancies related to repossession. Recorded existing client accounts and processed inbound paperwork after receipt,

including system update and customer notification.

PROFESSIONAL EXPERIENCE

Loss Mitigation Specialist/Lien Release/Payment Processing Supervisor/Team Lead/Account Representative,

CitiFinancial Auto, Fort mill, S.C. (Sept’99 – July’09)

Santander Consumer USA(July’09-June’12)

Citi-Mortgage(Aug’12-present)

Contact this candidate