Loan Counselor Customer Service

Rodney N Avery

702-***-**** ****.******@*****.***

CAREER PROFILE

A competent, skilled, enthusiastic, and results-driven professional with over 20 years of experience, and a strong record of achievement in providing the necessary Collections/Collections Management expertise to ensure streamlined operations, significantly increased proficiency and profitability. Background/Expertise includes:

• Signature Loans & Credit Cards - Charge-off Accounts

• Skip Tracing Matrix, Tools & Utilization of all Websites

• Strategic Negotiations of Payment Arrangements & Settlements

• FDCPA, CFPB, and ECOA Rules, Regulations, Policies & Procedures

• Client Collection Follow-up

• Dialer Systems, Microsoft Word, Excel; Internet

• Business Math to Solve Difficulties

• Read, Interpret & Apply Laws, Rules, Regulations, Policies and/or Procedures Ranked in “Top 2” throughout career – Collections Revenues (Exceed 200% of Goal Consistently) Excellent interpersonal communication, speaking, presenting, and negotiation skills, coupled with the ability to establish and maintain rapport with all levels of personnel, executives, management and clients. Proven background at high levels of team building, planning, organizing, and problem-solving, all of which realized significant contributions to bottom-line results.

People Oriented • Service Oriented • Results/Profit Oriented • Multi-Tasked Oriented PROFESSIONAL DEVELOPMENT/ SPECIALIZED TRAINING

• Qualified Managers License (QM) Licensure 6/14 - 6/15 PROEFSSIONAL EXPERIENCE

PennyMac USA – Las Vegas, NV

Loan Counselor I – Collections

04/20 - Present

• Received calls through an inbound queue or outbound call campaign to assist customers with resolving their early and late-stage default, by establishing the reason for the delinquency, understanding their ability to pay, securing payment(s), and offering alternatives to foreclosure when applicable

• Updated customer financial information to initiate foreclosure alternative programs, provided results and next steps based off the recommendation received.

• Effectively serviced, resolved and documented escalated customer issues, consistently exceeded in all areas of required monthly goals.

• Understanding with CFPB, FDCPA and ECOA regulations.

• Identified, analyzed and problem solved pending foreclosure situations and effectively resolve delinquency by negotiating repayment plans, forbearance plans, and options for not keeping the property.

• Coordinated with other departments, including Home Retention, Property Resolution, Foreclosure, Bankruptcy, Litigation and Customer Service.

Cash Factory USA – Las Vegas, NV

Collection Supervisor

07/16 - 10/19

• Coached and developed Account Representatives through side-by-sides and follow-up critique on calls completed to improve technique, assisted with second voice for the team members, utilizing individual strengths within the group; provided feedback and suggestions during and after collection calls.

• Reduces risk by ensuring all collection activities are conducted according to federal and state regulations and keeping accurate records.

• Interviewed, coached and trained collections employees in all stages of delinquency

• Developed and implemented new collection procedures, established individual collection goals

• Implemented changes to collection queues and workflow to improve efficiency and coverage with both inbound, outbound, and auto dialer calls.

• Negotiated payoffs, determined payment settlements, plans, and schedules.

• Managed and consistently exceeded monthly goals

• Reported directly to the Dept Manager, reviewed department performance to ensure procedure compliance and reduce overall delinquency, reporting via Excel and Word Documents.

• Completed weekly payroll, kept record of all available time off and requests.

• Completed monthly and yearly reviews

Delbert Services Corporation – Las Vegas, NV

Supervisor /Recovery Collector III

4/08 - 04/16

• Perform a diverse range of responsibilities to include, but not limited to: auditing and reviewing associates collection and settlement decisions while ensuring compliance with all federal, state and local laws, policies and procedures; and consistently mentoring, motivating and guaranteeing optimum performance standards are adhered to by both supervisors and associates; all of which resulting in highly efficient and smooth flowing collection operations.

• Monitor daily collection activities overseeing call quality and settlement negotiation process through reviewing telephone logs, call monitoring, and providing side-by-side coaching.

• Review daily, weekly and monthly associate development with supervisors and ensure supervisor deliverables are timely, accurate, and in compliance with internal development/process and procedures.

• Perform resolution of both internal and external customer issues and disputes and effectively address employee performance concerns while implementing viable solutions.

• Participate in panel interviews, prepare new hire documentation, facilitate associate’s orientation, and assist in termination process entailing documents performance issues, recommends disciplinary actions, etc.

• Performed both outbound and inbound calls while consistently following all Delbert Services collection call model and techniques.

• Provide consistent and accurate documentation of all information pertinent to accounts.

• Administered recommendations to litigate while following all state and FDCPA standards and federal regulations regarding collections procedures.

• Processed check-by-phone and/or ACH requests accurately.

• Met and/or exceeded monthly individual goals as set by the Departmental Manager. West Asset Management – Las Vegas, NV

Supervisor

6/03 - 4/08

• Bottom-line collection management responsibilities encompassing all aspects of operations for collection management company.

• Additional accountabilities and achievements similar to position held with Delbert Services Corporation. EDUCATION

Hartnel College - Salinas, California

• Concentration: General Studies

References Available Upon Request

Contact this candidate