Collection Agent Customer Service

ANGELA DEAM

Phone: 951-***-****

Email: ***.****@*****.***

Objective: Seeking to utilize experience and strong interpersonal communication skills to resolve, enhance, and transform customer interaction into an experience that ultimately exceeds business expectations.

Skillset Summary

● Effective Communication

● Conflict Resolution

● Time Management

Professional Experience

Servicelink Irvine, CA 2021 – Present

Recording Specialist

● Recording title documents in a team setting submitted via e-file or direct mail to counties for recording.

● Perform quality assurance/control checks on unrecorded documents prior to submission

● Work with service lenders via email or phone to obtain corrected documents needed for county approval of requested recordings that have been rejected by said county agencies. Capital One Auto Finance, Plano, Texas 2018-2021

Senior Operations Coordinator: Deficiency Recoveries (August 2020- June 2021)

● Contact customers to determine reason for payment delinquency and obtain payment commitment

● Negotiate payoff deadlines or payment plans

● Maintain accounts to identify outstanding debts

● Assist associates with strategies to settle balances

● Provide exceptional customer service resulting in multiple customer accolades

● De-escalate customers and educate on payment history Operations Coordinator: New Account Default (March 2020- August 2020)

● Manage inbound and outbound collection calls

● Overcome objections that customers have about making payments toward their account ● Attend and contribute to team meetings and brainstorming sessions.

● Educate customers on account status and amortization schedule

● Provide superior quality assurance resulting in continuous customer satisfaction Operations Coordinator: Risk Coordinator (August 2018-March 2020)

● Manage inbound and outbound collection calls while performing account level research.

● Overcome objections that customers have about making payments toward their account while helping them understand potential impacts and risks.

● Attend and contribute to team meetings and brainstorming sessions.

● Perform effective skip tracing to locate business assets when applicable.

● Maintain superior quality assurance results to prevent business risk. Securus Technologies, Carrollton, Texas 2017- 2018 Media Representative II

● Assisted new and current customers with technological issues, phone account status inquiries, and facility procedures for inmate calls.

● Authenticated email addresses for online access to various phone accounts.

● Investigated fraud and failed credit card payments while maintaining a customer service survey rating of 4.5 out of 5.0.

CMI Group, Carrollton, Texas 2016 –2017

Collection Agent

● Assisted with third party collections using a dialer system and asset liquidation sales.

● Regularly assisted with data processing and back office solutions which resulted in enhanced operational efficiency.

● Ensured account payments where being reported correctly to credit reporting agencies Freddie Mac Mortgage, Carrollton, Texas 2011 – 2012 Loss Mitigation Negotiator

● Reviewed and trained associates on various stages of delinquency including vendor submitted short sales and deed in lieu of foreclosure ranging from current to REO bank owned status in redemption.

● Responsible for assessing risk of offers on loans and verification of documents prior to approval of non-delegated servicers.

● Maintained and average portfolio of 100 loans under a seven-day turnaround from submission to approval or denial.

JP Morgan Chase Irvine, California 2008-2009

Loss Mitigation III

● Negotiated short sale escrows with brokers, agents, closing attorneys and private investors to mitigate the loss of foreclosure status loans.

● Negotiated and reviewed note sales of mortgage loans by utilizing appraisals, comparative sales and gain/loss analysis.

● Completed deed in lieu of foreclosures to minimize the additional costs of proceeding to REO as well as shorten the liquidation timeline for the investor.

● Managed an average work queue at JP Morgan with 56 loans, closing an average of 16 short sales each month.

Education

Associates of Business Administration

Everest College, San Bernardino, California

*References available upon request

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