Debt Collection Management – Revenue Maximzation and Account Support – Team Support

Growth-focused and customer-centric Debt Collector with 20+ years of rich experience in account management, debt collection, mortgage loans, credit assessment, and customer retention for high-profile companies across financial services industry. Impressive history of success optimizing mortgage lending process and originating/closing high-volume loans while ensuring full compliance with applicable laws and regulations. Expertise in formulating effective collections policies and procedures to increase recovery rates and avoid cash losses in business. Adroit at negotiating with customers to resolve past-due accounts and applying creative problem-solving skills to find mutually beneficial solutions. Proficient at analyzing financial data and credit reports to determine client creditworthiness and develop and implement effective risk management strategies.

Instrumental in processing mortgage loans, conducting credit analysis, reviewing financial reports, collecting past-due debt on accounts, and submitting reports.

Adept at checking details about the borrower's credit history and current account standing to assess and mitigate financial risks associated with issued credits.

Mastery in fostering trustworthy, long-term relationships with clients, providing exceptional customer service, and consistently achieving sales goals or targets.

Well-versed in guiding key clients through mortgage lending process, from pre- qualification to closing with a commitment to delivery of best financial products and services to clients.

CORE SKILLS

Loan Servicing & Management Mortgage Lending Risk Assessment & Mitigation Past-Due Debt Collection Loan Settlements Strategic Planning & Execution Payoffs Negotiation Teamwork & Leadership PROFESSIONAL HIGHLIGHTS

Navient Newark, Delaware (2013 – Present)

Full-Time Collector – Navient, a publicly traded company and leader in education loan management, financial services, loan servicing, and business processing solutions for education, healthcare, and government clients at the federal, state, and local levels. IMPACT SUMMARY:

Serve as a Senior Account Manager charged with promoting effective communication with customers to collect past-due debt on assigned accounts and minimize loss. Evaluate and mitigate financial risk of defaulting on delinquent student loans within 200+ days. Negotiate payoffs, loan settlements, and payment programs in line with the company’s policies and regulations.

Achieved Navient’s business objectives by collecting 180 days past-due student loans of servicing accounts without sacrificing quality of service; professionally represented the company while ensuring adherence to FDCPA guidelines.

Proactively resolved over 60% of borrowers for processing loan applications and relevant paperwork; earned recognition and incentive in 10 out of 12 months for managing difficult borrowers from 30 to 180 days at specialty units.

Surpassed collection targets of Navient by positively communicating with borrowers, developing new, proper payment plans, and negotiating repayment terms suitable for borrowers to receive payments on student loans.

Garnered positive customer feedback from borrowers on financial services and loan servicing by professionally interacting with customers/students, fostering trustworthy, long-term relationships, and resolving problems or issues of customers. Capital One - HSBC Retail Credit Operations Wilmington, DE (2012 – 2013) Judge Decision Coordinator – Capital One, a large financial services company offering a range of products/services to consumers and businesses to help people make better decisions with money and empower to take control of financial lives. IMPACT SUMMARY:

Promptly and professionally responded to inquiries and concerns of key customers and merchants, including Best Buy and Menards Boscov’s with a focus on providing great customer service and making quality credit decisions. Coordinated timely resolution of legal disputes involving Capital One credit accounts for prevention of end-line losses while following federal and state regulations.

Succeeded in helping resolving legal disputes involving Capital One and HSBC Retail Credit credit accounts by liaising with clients via telephone and written notices to attain repayment in full or acceptable payment arrangements.

Mortgage Lending Services

High-Volume Loan Closing

Financial Risk Management

Client Service & Retention

Financial Loss Minimization

Creditworthiness Assessment

Financial Products & Services

Issue & Problem Resolution

Business & Data Analysis

Financial Forecasting

Regulatory Compliance

Documentation & Reporting

Operations Leadership

Wilmington, Delaware 19808

302-***-****

adwekj@r.postjobfree.com

KENNETH N. LEVINE

Credit Analysis Customer Service Excellence Operational Leadership 302-***-****

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KENNETH N. LEVINE

Maximized customer satisfaction through successful negotiation of payment plans and settlements by delivering innovative solutions and exceptional experience; maintained fully organized retail credit records and documentation.

Consistently maintained high-resolution rate for effectively negotiating with customers and resolving legal disputes; ensured full compliance with all relevant regulations, company policies, and consumer protection laws.

Participated in operational reviews and floor meetings to obtain important information to support credit analysis while staying up-to-date with relevant industry, current trends, and competitive landscape affecting industry participants. Capital One - ING DIRECT Wilmington, Delaware (2007 – 2012) Sales & Service Representative – Capital One, a large financial services company offering a range of products and services to consumers and businesses to help people make better decisions with money and empower to take control of financial lives. IMPACT SUMMARY:

Conducted detailed review of customer applications to determine credit lines based on the bank's lending philosophy; ensured successful credit extension and risk management for loan portfolio. Engaged with key clients by providing online technical help and support on savings, checking, and cd investments. Referred customers to mutual fund investments and discussed IRA investments.

Enriched sales growth and business success by cross-selling Capital One products/services to customers; retained customers through excellent customer service; identified customer needs and recommended appropriate solutions.

Exceeded selling quota for Electric Orange checking account; important selling focus for ING. Interviewed customers via telephone to investigate delinquencies, verify accuracy of records, and resolve customer-initiated concerns.

Improved customer loyalty and retention by developing and executing innovative strategies; identified and capatlized new business opportunities by cultivating and sustaining long-term, positive relationships.

Played a pivotal role in promoting Capital One products and services, such as credit cards, personal loans, and savings accounts; supported customer service team with account inquiries, financial transactions, and account maintenance. Bank of America Wilmington, Delaware (2006 – 2007) Account Executive - Mortgage Division – Bank of America, one of the world's largest financial institutions, serving individuals, businesses, and large corporations with a full range of banking, investing, asset management, and financial products/services. IMPACT SUMMARY:

Appointed as first legacy MBNA associate to represent the Bank of America Mortgage in the State of Delaware. Interfaced with 15 credit challenged MBNA property renters with only option to buy and evaluate credit reports to deliver best credit available as per financial situations. Calculated debt-to-income ratios and assessed credit to pre-approve mortgage applications for underwriting.

Accomplished the financial institution’s mortgage objectives by interacting with high-performing teams in developing new models and analytical tools to rate transactions consistently with the MBNA rating and lending approach.

Contributed to simplifying approval process for Bank of America mortgages by assisting buyers in paying off collections and providing mortgage service for sixty residential properties as part of Bank of America/MBNA buyout package.

Successfully staretgized and launched the Neighborhood Champions program to assist homebuyers in reducing costs through flexible down payments and closing cost options with total loan amount of $417K.

Maintained the integrity of mortgage lending process by delivering presentations to MBNA groups to create awareness of mortgage programs; developed referral business while adhering to all applicable regulations and guidelines. ADDITIONAL EXPERIENCE

Mortgage Originator – Home Equity and Mortgage Programs, MBNA America, Newark, Delaware, 2002 – 2006 Senior Credit Analyst II - Consumer Finance, MBNA America, Newark, Delaware, 1999 – 2002 Loan Development Specialist – Consumer Finance, MBNA America, Newark, Delaware, 1998 – 1999 Collections Representative – Consumer Finance Collections, MBNA America, Newark, Delaware, 1997 –1998 Customer Retention Representative – Customer Retention, MBNA America, Newark, Delaware, 1997 Activation Representative – Customer Activation, MBNA America, Newark, Delaware, 1996 – 1997 EDUCATION

Bachelor of Science in Finance, Wilmington College, Wilmington, Delaware MBNA People Development Program David Sanders Sales Training Course Dale Carnegie Leadership Sales Training Course

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