Collection Representative Chase Bank

Shonnae Moore

Phone Number 310-***-**** E-Mail *********@*****.***

Customer Service representative

Core Competencies

Highly motivated customer service representative who provides excellent customer service throughout the loan origination process. Consistently exceeds sales expectations. Skilled in coaching and mentoring team members on a variety of loan products and services. Dependable and successful in building a loyal customer base.

Tools & Technology

Microsoft Office, debt and credit management, financial planning expert

Proficient in Windows XP 10-Key Proficiency, LAMP, LAFA and MSP.

SKIP TRACING TOOLS

Lexis Nexus, SL400 Longitude/Latitude, Cubs, 411.com Novis, Fast Data Systems. Texas NMLS Licensed

TPO Operations

Professional Experience

Customer Service Representative /escrow ANALYSIS REPRESENTATIVE – July 2019 TO DECEMBER 2019

U.S. Bank Mortgage Irving TX

Take in 150 to 200 inbound calls from customer who need help with their mortgage account

Assisted customer with escrow billing statement. Help customer to set mortgage account on company website. Send correspondence by e-mail for customer if they didn’t receive their billing statement.

Helping customer with their monthly Statement as well take payment

Form customer who like to make payment to their account.

When over customer tax’s information & Mortgage insurance

And help with their payoff statement. Show them how & where you can make payment for the payoff balance

Assistant Branch Manager - October 2013 –April 2015

REGIONAL FINANCE - DALLAS TX

Handled 60-90 calls per day through predictive dialer and manual outbound efforts.

Assisted customers ranging from 30 - 180 days past.

Participated in door to door collections efforts on past due accounts.

Took monthly installment payments via mail, check, money order or in office payments.

Assisted customers with obtaining assistance through difficult situations which affected their ability to make their payments.

Assist customers with escalated concerns by tracking it through our CARES system.

Loan Resolution Consultant /Collection Representative – NOVEMBER 2012- September 2013

SPRING LEAF FINANCIAL SERVICE - IRVING TX

Handled 70+ Inbound/Outbound calls per day for first mortgage and HELOC Loans.

Responsible for addressing customer’s delinquency issues on 30 – 120 day delinquent loans.

Took monthly payment via Western Union, Phone Payments and online transfers.

Responsible for submitting loan modifications and providing alternative options to avoid foreclosure (Short Sale/ Deed in Lieu) by taking inbound and outbound calls.

Assist customers experiencing financial difficulties with their delinquent loans.

Home Equity/Collection Representative/Loss Mitigation Representative - January 2007 - October 2012

J.P.MORGAN CHASE BANK - IRVING TX

Assisted customers with Refinance opportunities.

Took inbound/outbound collection calls on First Mortgages and HELOC loans.

Assisted customers with taking payments, Repayment Plans, Loan Modifications, Forbearances as well as liquidations options.

View daily dashboard reports to ensure we are meeting or exceeding company goals.

Responsible for addressing Bankruptcy affected accounts to ensure we adhere to all Bankruptcy guidelines.

Assisted customer with their Mortgage or auto loans with taking payments, setting up repayment plans and loans modification

Selected Awards & Accomplishments

Member of the Month 2 time running Phi Beta Kappa, 2011

Perfect Attendance Spring leaf Financial Service, 2012

6x Customer Service award winner (Private National Mortgage)

Employee Of the Month ( U.S.Bank MORTGAGE) 2019

Education & Training

Bachelor of Science

August 2015

ESSEX COUNTY COLLEGE

Newark NJ

Contact this candidate