Customer Service Quality Control
Resume:
Sterling Serino
Orange Park, FL. 32073
***************@*****.***
OBJECTIVE:
Seeking a position where my experience will be further developed and utilized.
EXPERIENCE:
Illinois Service Federal S&L. 9/2012- 4/2014
Collection Officer
• Determine risk and credit factors in order to approve a modification or set
up another form of repayment on loan after reviewing all documentation.
• Work closely with attorneys on all accounts set for foreclosure and
keeping tract on all REO’s.
• Using E-Oscar to handle all customers’ dispute and correspondence.
• Updating banks delinquency reports for board meeting.
• Performed daily collection calls on all accounts two days or more past
due.
• Dealt with difficult customers with a calm and fair approach, using both
diplomacy and empathy when required.
• Selling off second Mortgage to investors.
• Working with investors and auction companies on REO’s.
Bank of America 3/2009-7/2012
Foreclosure File Reviewer
• Review foreclosed loans, evaluate whether or not they were processed in
accordance with HAMP, Proprietary Modification or other applicable
program guidelines and requirements
• Determine if the foreclosure was processed in accordance with applicable
state and federal laws, to include SCRA and US Bankruptcy Codes, and
document any exceptions.
AMC Mortgage Service, Inc. 2/2005-1/2009
Loan Servicing-Call Center Supervisor
• Supervise assigned team in collections of loans from 2nd day of
delinquency until foreclosure is initiated. Ensure support of goals set forth
by management for staff members.
• Carried out various audit checks to ensure the correct procedures have
been carried out and to identify any training requirements.
• Monitored employee files for monthly compliance requirements by utilizing
system generate reports.
• Achieved department delinquency ratio by increasing 90 day cured loan
count by 2% consecutively for 7 out of 12 months. Orchestrate, develop
and implement action plans to increase associate production on a monthly
basis increasing 60% of staff report cards to exceed above average.
• Monitored representatives for quality control via side by side and remotely
to insure superior performance.
• Worked pro-actively with the management team and maintained
awareness of upcoming events.
• Coordinated daily operations including daily morning staff meetings,
addressed and resolved customer complaints. Dealt with difficult
customers with a calm and fair approach, using both diplomacy and
empathy when required.
• Take calls that my agents can’t handle.
• Monitor queue and track calls. Keeping agents aware of waiting,
abandonment rate, etc.
• Motive and encourage agents through positive communication and
feedback.
SBC Communication, Inc. 5/2002-1/2005
Collection/Customer Service
• Determine risk and credit factors in order to extend advertising programs
by reviewing client term service, past payment history on record, and
changes made to current advertising programs.
• Coordinated service agreements/arrangements with sales department to
develop appropriate advertising programs.
• Setting up account for customers.
First Data Corporation 3/1997-12/2001
Collections-Collection team Supervisor
• Manage programs and resources to effectively control and/or reduce
delinquency and losses based on established policies, standards, and
measurements, Drive available technology, and resources to develop and
implement effective delinquency strategies and to set monthly goals based
on company objectives.
• Collaborated with other department heads to developed processes to
enable compliance and recruitment of employees following guidelines and
contracts.
• Obtained and assessed credit bureau reports to get skip trace and other
relevant information pertaining to the collections of accounts receivables.
• Recorded employee attendance, personal and vacation time and reported
all leaves of absence to the benefits department on a monthly basis.
EDUCATION:
Master Class Management.com
Management Training & Leadership Skills Course
COMPUTER SKILLS:
Accounting-Basic, Accounts Payable/Receivable, Acis, Alltel, Analysis, Aspect,
Automated Dialing System, Basic PC knowledge, Bill Verification, Call Center
Environment Experience, Data Entry, E-Oscar, Cashiering Suites, Credit and
collection Experience, Microsoft office Windows suites, Microsoft Excel 2007,
NCP Solutions. Collection Software: AS400, Fast Data, EZ collect, ACH, Legacy,
V-look ups.
Contact this candidate