Kathy E. Williams

*** *. ****** *****

Casa Grande, AZ 85122

Cell: 480-***-****

adujaa@r.postjobfree.com

Objective

My goal is to bring my Sales experience, via Collections, Fraud Prevention and Customer Service related experience to a number one company such as yours. I pride myself in being able to satisfy the customer=s needs, while gearing the solution to the companies greatest good. I pride myself on attention to detail; having the keen ability to listen to a customer=s wants and needs (even those unspoken) going the extra mile to make sure they are satisfied with the results given them. I enjoy people as a whole and look forward to assisting them in any capacity that best suites the company=s needs. I am excited to begin the interviewing process! Thank you in advance for your time. Experience

I have been involved in Customer Service and Collections for my entire career- until most recently; I=ve been involved in Fraud Prevention.

My strengths lie in managing, organizing and working systematically 6-7 days per week.

I am a Adriven@ individual by design, and in many respects, my work is my Alife.@

During the past eight years, I was rated #4 out of #70 in the Macy=s, Tempe Collections Dept.

I have the ability to work with an assortment of personalities, while meeting a very demanding work-load.

Although I’m completely comfortable working independently, I also take pleasure in being a team player, enjoying the synergy it provides. It’s natural for my Atake charge@ personality to carefully access every situation and efficiently take care of all the details.

My philosophy is, AThe job is not complete until it is done correctly.@ Loan Care- February 2021- October 2022

Monitored and collected delinquent account data on a daily basis.

Performed borrower financial evaluations to develop nonpayment strategies and options.

Established and followed target goals for all accounts.

Provided assistance to other loss mitigation specialists as needed.

Ensured appropriate resolutions from problem area identification.

Oversaw collection of mortgage payments and outstanding fees.

Covid assessment to deter

New Rez Shellpoint, February 2020 to May, 2020

This position consisted of covering Customer Service and Collections calls in order to resolve issues. In this role I set up repayment programs, deferments and reinstatements.

Vast experience in mortgage loans and loss mitigation management

Superior grasp of the Fair Debt Collection Protection Act

High expertise in loss mitigation workout options

Strong skills in managing work in accordance with local and state real estate regulations

Exceptional ability to perform foreclosure functions

Excellent oral and written communication skills

Profound expertise in MS Office applications

Sound proficiency in mortgage insurance coverage Mr. Cooper, June 2016 to January 3, 2020-

For the first year my position consisted of being a 30-60 day late mortgage collector.

At the beginning of the second year, I was transferred to Loss Mitigation.

As a migrator, my duties included collecting on 30 B 90 day late, and up to a year or more past due. In this role I set up repayment programs, deferments and reinstatements, along with sending out modification documents to customers who were unable to get current on their payments.

My next role included being the customer=s single point of contact. It was my duty to assist customers during their modification process.

Due to business needs, I was transferred to a role called, Transitions. In this role I took all calls regarding our customers Home Loans. In addition I performed all the roles I=d be trained for to this point.

My top priority in all the positions I served was to give multiple options to our customers in order to get them out of delinquency. This included performing the guideline I was given to save the customers home.

Macys Fraud Prevention, August 2015 B January 2016-

There were two functions involved in this position.

One, I received inbound calls via an auto dialer to verify customers billing and ship-to information within Macys Security system.

If verified, I made the outbound call to the customer=s bank to re-verify billing information in order to determine if I was able to release or needed to cancel their order.

I explained to the customer that I was able to process their order or diplomatically tell them that I was unable to process their order.

Secondly, I received inbound calls from customers reporting fraudulent activity on their account. I created a fraud claim and then explained the process to the customer.

In addition I was promoted to Loss Mitigation. In this position, I encouraged customers to apply for a loan modification to avoid possible foreclosure. Macys Collections January 2008 - 2015:

This was a fast-paced job; speaking with an average of fifty customers per day.

Using an auto dia

I was dedicated to providing excellent customer service during the process.

Since 2008, (and out of 70 Collection associates), I was ranked #4 in Macy=s Tempe Call Center.

I was promoted to CSU, where I was able to offer payment arrangements/settlements to customers who were unable to meet their regular monthly obligations. Macys Retail Department Store Chandler June 2007- Jan 2008

I worked in women=s clothing in the evenings and weekends in addition to my Wells Fargo job.

My responsibilities included maintaining sales quotas, delivering suburb Customer Service and encouraging Macy=s customers to open a Macy=s credit card.

During the time I worked there, I exceeded my goal (2 credit cards per week) to an average of 10 cards per week.

I really enjoyed the challenge and prided myself in my sales abilities. Wells Fargo Auto Finance May 2006 - June 2007

This job involved working in a Call Center environment, providing outstanding Customer Service to customers with auto finance questions and concerns.

This job was geared towards being extremely efficient with timed expectancies per customer.

My strengths lay in communication, and problem-solving skills while handling complex customer issues.

College

Snow College

Ephraim Utah

1974-1976

General Education

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