Customer Service Financial Services

Clarence Robinson Jr.

************@*****.*** 469-***-**** Glenn Heights, TX

SUMMARY

Seasoned professional with 20 years of experience in financial services, excelling in roles that demand exceptional customer service, negotiation, and risk management skills. Proven track record in operations management and collections, adept at fostering client relationships and maximizing satisfaction. Seeking a position to leverage expertise in client engagement, strategic planning, and process improvement for driving business growth. WORK EXPERIENCE

CRob's Soul Lanes Dallas, TX

Owner Operator Aug 2022 - Present

• Oversee the day-to-day operations at food truck and commercial kitchen.

• Plan for and purchase food for daily operations.

• Maintain required records including food production, inventory, income/expense, meal counts and personnel records.

• Ensure safety standards are maintained while food is being cooked.

• Prepare and serve the food.

• Respond to customer preferences and complaints.

• Set prices for each product on menu.

• Plan and budget for future meals.

• Keep records of supplies and purchases

FedEx Dallas, TX

Operations Manager Apr 2021 - Jul 2022

• Initiated and applied new operational strategies that enhanced efficiency, reducing turnaround times for critical processes.

• Directed quality control efforts, rectifying non-compliant and unsafe practices, thereby ensuring alignment with industry standards and company policies.

• Oversaw team performance to ensure timely delivery of services, achieving improved levels of customer satisfaction through optimized operational procedures.

Carrington Mortgage

Late Stage Collections Mar 2020 - Apr 2021

• Conducted thorough account research and due diligence to effectively resolve collection issues, ensuring compliance with financial regulations and maintaining the integrity of mortgage assets.

• Negotiated repayment plans with borrowers by analyzing causes of delinquency, facilitating debt recovery within realistic timeframes, and consistently meeting targeted recovery rates.

• Delivered high-quality customer service during collection calls, maintained a calm and professional demeanor, and used automated dialing systems to maximize efficiency and achieve first-call resolution objectives. Citizens Bank

Foreclosure Specialist Mar 2019 - Jan 2020

• Conducted thorough analysis of financial documents, ensuring accuracy in lien payoffs, tax information, and legal affidavits to maintain compliance with federal regulations.

• Improved foreclosure process efficiency by implementing streamlined daily reporting protocols and managing timely case assignments.

• Delivered comprehensive financial reports and audit findings, resulting in reduced transaction discrepancies and enhanced record accuracy.

Homepoint Financial

Default Counselor Aug 2018 - Mar 2019

• Facilitated cognitive behavior therapy sessions to aid clients in identifying and modifying detrimental habits.

• Collaborated with counseling team to create tailored programs and activities, enhancing patient self-esteem and promoting community engagement.

• Performed comprehensive evaluations and assessments, contributing to the development of targeted treatment plans and monitoring of patient progress.

J.P. Morgan Chase

Underwriter/Spoc Nov 2015 - Nov 2017

• Conducted thorough analysis of credit, income, and compliance documents, resulting in informed underwriting decisions that adhered to industry regulations and standards.

• Evaluated insurance applications and risk reports, documenting loan conditions and effectively communicating underwriting outcomes to stakeholders.

• Continuously monitored economic trends, contributing to the development of underwriting policies that enhanced the accuracy and efficiency of application processing. Recovery Collection Specialists Aug 2010 - Nov 2015

• Assigned and managed non-performing asset portfolios to mitigate losses.

• Analyzed underperforming accounts, achieving a revenue increase of 22% in the first quarter.

• Negotiated settlements and payment arrangements with customers to resolve outstanding real estate loans.

• Maintained compliance with regulatory requirements during workout negotiations and approvals. GMAC Financial

Loan Resolution Specialists Dec 2007 - May 2010

• Managed loan modification referrals and foreclosure alternatives, including short sales and deeds in lieu, ensuring compliance with FHA, Fannie Mae, and Freddie Mac guidelines.

• Maintained a quality assurance rating exceeding 94%, consistently performing within the top 15% of peers in achieving production-based bonuses.

Countrywide Financial

Appraisal Representative Oct 2002 - Dec 2007

• Coordinated effectively with branch staff, clients, and appraisal professionals to ensure seamless scheduling and execution of property appraisals and inspections.

• Maintained diligent tracking of appraisal orders, resolving delays and providing timely updates, culminating in recognition for exceptional performance through multiple Beyond Excellence awards. EDUCATION

Bryan Adams High School

High School Diploma

1994

Brookhaven Junior College

Associate Degree in Business Administration

1996

SKILLS

Customer Service • Collections • Manual Labor • Management • Call Center Operations • Organization • Analysis

• Effective Communication • Microsoft Office Suite • Lotus • Excel • Technical Skills • Computer Literacy • Time Management • Research Abilities • Data Entry • Inbound/Outbound Call Handling • Skip Tracing

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