Call Center Customer Service
Resume:
Scott G. Ross
Dallas, TX
*****.****@*************.***; ************@*****.***
Objective: I am a collection and loss mitigation professional who specializes in helping
resolve delinquent accounts and minimize losses.
Education Bachelor‘s Degree
Texas Tech University, Lubbock, Texas
Professional Skill/Attributes
Excellent client relations skills/ Able to read customer’s emotions and express empathy
Very familiar with FDCPA, RESPA, bankruptcy/litigation and OCPB guidelines
Precise, consistent, analytical, detail oriented, very reliable
Competitive and accountable team player
Dedicated focus on job task completion
Strong computer systems and database skills sets including applications of Microsoft applications including Excel, PowerPoint, Access, LAMP, AS400, Salesforce.com, iseries, as well as inter/intranet data systems
Decorated with numerous collections/performance recognitions
Analytical. Enjoy identifying defects/issues in frontline systems and processes
Project Management
Experience
Mortgage Loss Mitigation/Case Management
September 2013-present Bank of America Home Loans Addison, Texas
Customer Relationship Manager II/Bankruptcy Litigation and Mediation segment/Loan Modification Specialist
Worked with the litigation and bankruptcy department to resolve formal complaints and court litigated mediations with high rick loans
Oversaw a portfolio of 200+ loans by serving as a single point of contact between the borrowers, their counsel, and Bank of America’s legal and underwriting departments
Was the first Customer Relationship Manager selected by management to handle high risk mediation/litigation calls with borrowers, attorneys, and mediators to evaluate highly contested loan modification approvals and declines
Was selected by management to help update policies and procedures for bankruptcy loans and provide training material for Bankruptcy Case Managers in all Bank of America sites
March 2012-September 2013 Bank of America Home Loans Richardson, Texas
Customer Relationship Manager II/Freddie Mac segment/Loan Modification Specialist
Customer liaison for borrowers with mortgages owned by Freddie Mac that were defaulting on their mortgages or at risk of defaulting
Oversaw a portfolio of 300+ loans by serving as a single point of contact between the homeowners and the underwriting department
Assisted borrowers that were seeking assistance for repayment plans, refinancing, loan modifications, HAMP modifications, short sales, deed in lieu’s, or special forbearances
Was required to meet quotas for number of loans submitted to underwriting, loan submitted to liquidation (short sale/deed in lieu), call quality, customer service, and ensuring that customers receive underwriting decisions in a timely manner
Project Management
March 2011-March 2012 Bank of America Home Loans Plano, Texas
Operations Project Analyst/Subject Matter Expert/CAAC SME Team
Was promoted to a Project Analyst/Subject Matter Expert in March 2011.
I was responsible for reviewing Business Requirements Documents, developing software test plans, test scripts, identifying and analyzing software defects, User Acceptance Testing, risk analysis, and monthly reporting to project management
Managed multiple projects simultaneously while meeting time sensitive deadlines to ensure cost effectiveness
Identified defects in the computer systems in the testing environment to ensure the defects were corrected before the releases affected front line employees
Identified and documented defects in the computer systems that were actively happening in the production environment that were costing Bank of America money and were potential compliance risks
Work with project managers to assess software changes in functionality or enhancements, identify defects, and assess the risks posed to the company and frontline associates
Mortgage Collections
September 2008-March 2011 Bank of America Home Loans Plano, Texas
Loan Counselor/Collections Account Manager/Loss Mitigation/Home Retention Division
Responsible for servicing a portfolio of all different types of loans serviced by Bank of America: Fannie Mae, Freddie Mac, FHA, VA, subprime, private investor, conventional, ARM, and HELOC loans in a structured team setting
Was a top performer who aggressively helped to cure delinquent mortgage accounts through either processing payments, analyzing financials, providing debt counseling, setting up repayment plans, or referring loans for loan modifications or other workout programs.
Exceeded meeting departmental quotas and standards in average handle time, right party contacts per hour, quality control monitoring, schedule adherence, balances impacted per hour, units impacted per hour, and percentage of payments kept and refer borrowers for Home Retention programs while following Organization and Government guidelines
Worked in a very high volume call center environment with an average 80+ inbound and/or outbound customer contacts per day using an auto dialer telephone system to resolve early and late stage delinquencies
Responsible for discussing personal financial information, negotiating payment terms, being able to navigate through multiple computer applications to provide the best solution for customers, as well as working with customers to help them understand their mortgage terms, review delinquency patterns, and negotiate payment arrangements
I had to become very knowledgeable with all aspects of loss mitigation options for borrowers: loan modifications, special forbearances, partial claims, repayment plans, investor specific modifications, short sales, and deed in lieu
Very knowledgeable of all the different types of loans and investors: FHA,VA, Fannie Mae, Freddie Mac, subprime, and private investors
I was responsible for training new employees in their On the Job Training when asked by management
Trained new employees with a new software roll out for frontline associates
Scott G. Ross
Professional Achievements:
Bank of America Home Loans/Collections and Case Management
Top collector at Bank of America Home Loans (all sites) every month from May 2009 until October 2009 among full time collectors until transferred from the Multi Queue Department. I had an average balances impacted per hour of $470,910 per hour which ranked as #1 in all of Bank of America (over 1,800 collectors)
Selected to be a trainer/coach at the Plano site when Bank of America began to implement a new software system for the frontline loan servicing associates in November and December 2009 as well as selected by upper management to train new employees in On the Job training classes for collections new associates
Top collector in the Advocacy Department and FHA Department in January 2010, July 2010, November 2010, December 2010, and January 2011 servicing loans for borrowers represented by non-profit HUD agencies, FHA, and VA loans
Selected as the 2010 STAR of the Year (Employee of the Year) by my team manager in the Government loan division in Plano
Was one of 16 associates in all of Bank of America sites selected by upper management to be promoted to Subject Matter Expert/Operations Project Analyst for the Loss Mitigation Department (March 2011-March 2012)
Highest number of loans to complete underwriting in the Freddie Mac segment my first 3 months as a Customer Relationship Manager (April 2012-June 2012)
Had the highest resolution rate in Bankruptcy Mediation Department every month for 61 of 63 months (October 2014 to December 2019)
Top performer in Case Management Bankruptcy Litigation and Mediation Unit from 2015 to 2019. Completed 2,279 resolutions (loan modifications completed and delinquent loans cured) in the Bankruptcy Mediation department which was #1 (more than twice as many as the #2 ranked case manager) and was the highest resolution rate in the entire Bankruptcy/Litigation/Mediation Unit
Promoted to Officer in the Case Management Bankruptcy Mediation Department January 2019
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