JENNIFER TONER

PHONE 909-***-**** • acqqj1@r.postjobfree.com

**** ******** ***** ** • ONTARIO, CA 91761

909-***-**** CELL

CAREER SUMMARY

Currently I am a collections representative that is responsible for hitting a monthly goal, I have been

working in the collections/customer service field for 16 years and have been working in a call center

Environment for 5 years.

EXPERIENCE

2014-Current Green Tree LLC Rancho Cucamonga, CA

SPOC Account Manager

Responsible for my own queue from start to finish and hitting daily and monthly goals; Monitored customers to insure they understand the terms of their loan, payments and due dates; Responsible for collecting payments and setting up deferments

Responsible for sending out modification paperwork to the customers and once received review the package to insure nothing is missing or incorrect

In charge of the positive or negative effect these customers have when making

or not making a payment

Oversees customers Notice of Defaults and refers out customers to foreclosure.

Handles 30, 60, 90, foreclosure, Short Sale, Deed in Lieu, Carval, Fannie Mae, Freddie Mack and Discharge Bankruptcy

Responsible for decreasing delinquency with in my pool of accounts; Compiles on Excel spreadsheet the trends of the customers

Managing customers who are in the early stages of a Modification all the way to

the customers completing the process and bringing their account back on track.

Working inbound and outbound calls, dialer and manually calling customers; in charge of skip tracing customers

Works in a fast paced work environment

2004 -2009 CITI Mortgage Rancho Cucamonga, CA

Customer Service Supervisor / Collections Supervisor

Supervised a team of twelve collection representatives; Gave annual performance reviews, held quarterly discussion of competency goals with the collectors, had weekly one on ones with the collectors; Responsible for hiring and firing; Responsible for administering reprimands

Head a loan modification program that decreases number of delinquent accounts; grew to 260 loans from 30 initial accounts; Qualified customers for modifications and then sent up to our Home Retention Department

Working with Quality assurance Monitors to insure my team were in compliance with all the policies and procedures; Closely worked with our compliance team to insure there were no issues

Lead monthly direct report meetings with other supervisors; Discusses whether monthly team goals were or were not met, identify methods of improvement; Held monthly floor meetings

Ensured company policies and procedures were meet and followed; Distributed all new training guidelines and made sure my team was implementing these

Met monthly with upper management to ensure sufficient communication of company objectives, as well as report to management the progress of entire call center

Handled 30, 60 and 90 day delinquent accounts, set up payment plans with customers

Handled inbound and outbound calling and manually dialing accounts; worked with the dialer team to set up calls for the dialer

EDUCATION

1991 - 1995 Chino High School Chino, Ca

Graduated, High School Diploma

1995 - 1999 Mt. San Antonio Community College Walnut, CA

English Major / Pre-Law Minor

SKILLS

Extensive Management Training; Managing by Objectives, Overcoming Objections, Conflict Resolution, Employee Recognition and Motivation, and Sexual Harassment courses

ACA and FDCPA certified CFPB compliant

Trained in Alltel Information Services software, Speed pay, Fast data, NIS, Microsoft Word

Familiar with Microsoft Power Point and Excel

Type 65 WPM

RECOGNITION

2014-2015 Perfect Attendance award

Green Tree award given for Collector of the month, June 2014

Recognized with Beyond The Best Award for exemplary performance and outstanding leadership, June 2004

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