Customer Service Loss Mitigation

Regina Marie Ferrell

Skill Matrix:

Required Skills

Yrs of exp

Highlights

Credit Collections

10+

Successfully managed delinquent accounts at Crescent Bank and Selene Finance, negotiating payment arrangements to help customers stay current.

Handled 30/60/90-day delinquent accounts at Citimortgage, effectively bringing accounts current through persuasive communication.

Assisted customers with loss mitigation options, ensuring compliance with regulatory requirements and improving recovery rates.

Customer Service

10+

Demonstrated strong customer interaction skills while resolving complaints and providing program assistance at Crescent Bank.

Utilized effective communication to explain complex financial concepts to customers at Selene Finance and Citimortgage.

Maintained a friendly and professional approach as a Collection Agent at Adecco, ensuring positive customer experiences while managing account delinquencies.

Summary:

Regina Marie Ferrell is a skilled collection professional with extensive experience in credit collections and customer service. With a strong background in managing auto loan and mortgage accounts, she has effectively handled delinquent accounts at Crescent Bank and Selene Finance LP, negotiating payment arrangements and providing loss mitigation assistance. Regina has demonstrated a high level of professionalism and persuasiveness while managing customer interactions, resolving complaints, and ensuring compliance with regulatory requirements. Her previous roles as a Collection Representative at Citimortgage and a Collection Agent at Adecco further underscore her expertise in collections, where she successfully brought accounts current through effective communication and problem-solving. Regina's strong customer focus and ability to train and mentor colleagues enhance her contributions in any collections environment.

Education:

The University of TN, Martin, TN 1987

Bachelors of Science, Psychology

Professional Experience:

Crescent Bank Dallas, TX Feb 2023 - Dec 2023

Collection Representative

This role primarily involves interaction with the customer on the phone via inbound and outbound calls to manage auto loan accounts.

Inbound/Outbound customer are contacted to collect on delinquent accounts and negotiate payment arrangements to help customers stay current with their loan obligation. I manage collection efforts with a high-level of persuasiveness and professionalism on accounts regarding different delinquencies. I also handle customer complaints, repo fees, offer program assistance, and resolves problems.

Selene Finance LP Dallas, TX Dec 2021 - Nov 2022

Loan Resolution Specialist

Work in a blended call center environment with an emphasis on cash collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Reviewing escrow analysis with customer to explain why increase in payments. Opening cases to have forms sent to customers, such as reinstatement quotes, payoffs, loss mitigation packets, payment history,1098 tax forms, and ACH authorization forms. Provided detailed information to cash department to have them research lost payments and or apply payment correctly. Reviewing loss mitigation options with customer who needs program assistance (modification, repayment plan and forbearances) due to being in foreclosure or delinquent on their account. Upon Receiving the loss mitigation packet from the customer, advising customers of missing documents.

Citimortgage Irving, TX Dec 2007 - June 2019

Collection Representative

As a collection representative, handled delinquent accts 30/60/90 days. Contacted customers by making inbound/outbound calls to try to resolve delinquency by bringing accounts current.

Panasonic Digital Document CO., Carrollton, TX 2003 - 2005

Sales Coordinator

As a sales coordinator, utilized an OMD database to create proposals and maintenance contracts for customers in the Dallas area. Contacted customers to renew expired contracts on copiers, fax machines, and scanners. Sent notification letters advising customers of expired contracts if unable to reach them by phone.

Adecco Employment Services Addison, TX 2001 - 2003

Collection Agent

As a collection agent for Auto One, contacted customers whose accounts were delinquent, to setup payment arrangements, complete voluntary repossession forms, or input the details for an extension of payment. This was all accomplished in a Windows 2000 environment.

Utilized customer interaction skills to maintain a friendly, yet effective approach with the customers.

American Express Addison, TX 1995 - 1998

Sales Consultant

As a sales consultant, operated in a Microsoft Windows environment, utilized an IMS database, to upgrade customer account information. Troubleshoot to correct problems with various accounts. Handle outbound calls for Executive Corporate customers. Access card members’ monthly billing and spending patterns to determine whether they were eligible for an upgrade. Contacted corporate card members about adding additional users to their accounts.

As a membership consultant, assisted American Express card members who wanted to cancel their card. tried to maintain them as a customer by discussing the benefits of their cards or offered another card as an alternative solution to their needs.

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