Manager Customer Service
Resume:
Michael E. Jones
**** ***** ****** ****** ****** Colorado 80237
***************@*****.***- 720-***-****
Asset manager and Client Liaison
Proven expertise in managing cohesive real estate teams for two of the country’s dominant financial service organizations. Acknowledged for developing and implementing growth strategies, and unifying high-performance, multi-disciplined, cross-functional teams. Demonstrated success in tactical and strategic initiatives, as well as relationship management. A decisive and persuasive professional with a history of surfacing opportunities, mitigating risk, and cost savings; accomplished in working through complex and continually evolving priorities.
Areas of Expertise:
- Skip tracing - Problem Solving
-Relationship Management - Analytics
-Client Relations -Mitigation
- Conflict Resolution -Call Center Management
Mortgage Servicing specialist - Statebridge Company 2016-Present
Manage a portfolio of over 500 performing and nonperforming mortgages, focusing on avoiding financial loss due to account delinquencies, negotiating preemptive solutions and loss mitigation. Exercise regulatory compliance with federal consumer protection statutes.
Average Monthly Recovery of $300k (plus) gross dollars
Call De-escalation
Conflict resolution
Establish and retain excellent rapport with customers and Investors
Extensive knowledge of FDCPA, and other laws that apply to debt recovery
Adheres strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policies and procedures
Asset Manager –Client Liaison- Prime Asset Fund / Wilmington Bank 2015-2016
Manage $50MM of performing and non-performing, residential mortgage loans; design and construct financially sustainable resolutions with the goal of avoiding foreclosure
Captured over $7MM in cost savings and potential Return on Investment (ROI). Drive effective restructuring strategies by converting non-earning mortgages into performing collateral assets.
Michael E. Jones
***************@*****.***-
Continued
Sole Proprietor - Affordable Laptops LLC 2012-2015
Manage the daily operations
Build and maintain strong professional relationships with vendors and customers
Help customers with all laptop and pc capabilities including: network access,OS upgrades, file and system recovery
Collections Manager- Leading Edge Recovery Solutions 2007-2011
Manage, coach, and develop a team of 8 - 17 servicing specialists
• Monitor, attendance, schedule adherence, KPI metrics, and other dimensions of representative performance.
• Assists in daily reporting, to include commitments, client projections, monthly projections and forecasting trends
• Respond to written and verbal customer inquiries.
• 2nd highest grossing team in the company (total of 22 teams spread over 3 Corporate sites)
• Ranked #1 at the Denver site (total of 4 teams) January-August of 2011
Team Lead- Professional Recovery Systems 2006 -2007
Worked on both manual and predictive dialer systems (Cubs & Latitude respectively). Assisted with telephone collections when needed. Negotiated the best possible arrangement for each consumer. Demonstrated superior customer service skills.
Certificates
Real Estate (Rec33 completion of required hours)
All Regs compliance testing (updated annually)
References available upon request
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