senior collector

JANE MCDONOUGH

***** ******* ****** #*, **********, CA 91311 H: 818-***-**** *******@***.***

PROFESSIONAL SUMMARY

Results oriented, self-starting leader and team player who thrives in dynamic environments while meeting and

exceeding objectives. Inquisitive problem solving skills by finding and resolving financial situations

efficiently. Motivated to produce customer satisfaction by providing personable, efficient, resourceful,

dependable and adaptable service.

WORK HISTORY

Senior Collector, 2009 to Current

Bank of America / Urban Fulfillment Services – Westlake Village, CA

Assisted customers experiencing financial hardships by negotiating payments to resolve late stage

delinquencies on home loans through both inbound and outbound methods.

Effectively managed a high-volume of inbound and outbound customer calls.

Answered a constant flow of customer calls with up to 20 calls in queue per minute.

Defused volatile customer situations calmly and courteously.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center

environment.

Referred unresolved customer grievances to designated departments for further investigation.

Met or exceeded service and quality standards every review period, and aggressive deadlines.

Ensured all negotiations were compliant with current HUD/FHA, and Consumer Financial Protection

Bureau (CFPB) regulations.

Educated customers regarding mortgage terms, communicated different programs available by submitting &

evaluating data for loss mitigation options.

Customer Service Representative, 2004 to 2009

Records Management, Bari Management Inc. – Chatsworth, CA

Delivered quality customer service.

Records retention and archiving for 65 restaurant locations and 5 property companies.

Adherence to HIPPA, GAAP and internal confidentiality requirements of records.

Interviewed prospective vendors and selected vendors and product lines.

Determined sales prices and profit margins.

Forecasting, Budgeting and Inventory Control.

Ascertained requirements for delivery and shipping services.

Skilled in conflict resolutions allowing for win-win.

Maintained all Health Department Standards.

EDUCATION

Associate of Arts: Business,

Pierce College - Woodland Hills, CA

Continuing Education: Business Management,

Pierce College - Woodland Hills, CA

Certification: Restaurant and Hotel Management,

American College of Hotel and Restaurant Management - Woodland Hills, CA

SKILLS

Received recognition for serving as Team Lead by providing cross-training, team communication, creating

spreadsheets and various administrative duties above and beyond regular duties.

Three time winner of Top Monthly Prestige Award for impacting loan balances averaging over $400,000.00

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