ADAM GAROFALO

C: 303-***-**** adx9b2@r.postjobfree.com

Summary

Highly organized and independent but team focused, able to effectively coordinate tasks to accomplish projects with timeliness and creativity. Flexible and analytical with a keen eye for details. Able to strategize and prioritize effectively to complete multiple tasks and stay calm under pressure.

Skills

Analytical/Critical Thinking

Attention to detail

Intermediate Microsoft skills (excel, word, outlook)

Verbal and Written skills

Clerical Support

Organized

Auditing

Mentoring and Training

Goal Oriented: Results Oriented

Loan Modification

Create Reports

Flexibility/Adaptability

Systems: Sagent, Freddie Mac, NICE, Black Knight

Experience

Customer Resolution Workout Specialist II 03/2021 - Current

Specialized Loan Servicing Greenwood Village, CO

Audit contractual documents for accuracy and compliance to policy.

Ability to interpret and apply underwriting policies and procedures at an investor level.

Review all borrower correspondence for accuracy and compliance.

Work various order requests for data collection related to the loss mitigation review process.

Audit decision data and decisions rendered for accuracy and compliance.

Communicate with investors regarding loss mitigation to seek resolution approval.

Communicate to other departments to resolve loan level solutions.

Complete continuing education and training to stay current on all company guidelines.

Reviewed accounts for disaster Forbearances and Deferments to assist borrowers affected by disasters and Covid.

Quality Assurance Agent II 01/2018 - 02/2021

Specialized Loan Servicing Highlands Ranch, CO

Monitor inbound and outbound calls for a mortgage serving company to ensure alignment of standard operating procedures, regulatory compliance, and customer experience.

Participate in team/leadership call calibration sessions to ensure scoring alignment.

developed trend reports every month for all departments to help management focus on what the call center agents need to improve on.

Created a daily report for management that showed average agent scores and number of compliance infractions for all call center agents.

Helped train call center agents that are struggling by sharing tips on how to handle calls and provide excellent customer service.

Customer Experience Quality Assurance Agent 04/2014 - 12/2017

Squaretwo Financial Corp. Denver, CO

Monitor inbound and outbound collection calls to ensure alignment of standard operating procedures, regulatory compliance, and customer experience

Participate in team/leadership call calibration sessions to ensure scoring alignment and share best practices which resulted in a consistent accuracy rate of 99%

Managed Excel tool to replace a manual reconciliation process for automated Quality Plans to support the implementation of a new call quality program (NICE) producing 1500+ quality evaluations monthly

Assisted Manager with team's assignments and service level status updates ensuring team is on pace to complete targeted SLAs.

*Partnered with Speech Analytics team for testing the build out of interactions analytics categories in support of strategic company initiatives

Created cross-functional relationships with multiple departments to ensure high priority business needs were met such Disputes, Media Validation, and several case studies

Quality Assurance Agent I 11/2013 - 10/2014

Specialized Loan Servicing Highlands Ranch, CO

Monitor inbound and outbound collection calls to ensure alignment of standard operating procedures, regulatory compliance, and customer experience

Participate in team/leadership call calibration sessions to ensure scoring alignment and share best practices

Monitor calls for investors monthly, upon requests

Subject Matter Expert (SME) on all Customer Resolution SOPs and policies for the organization's Quality Assurance team which resulted in improved quality evaluation accuracy rate of 4%.

Customer Resolution Relationship Manager (SPOC) 04/2012 – 11/2013

Specialized Loan Servicing Highlands Ranch, CO

Outbound and inbound call agent responsible for collections on pre-default mortgage loan payments and to educate borrowers on foreclosure avoidance programs such as Loan Modification, Short Sale, Deed in Lieu, etc. Verify documents sent in by the borrower while providing outstanding customer service.

Analyzed borrowers' eligibility for government programs such as HAM, NMS, HAFA, and HARP

Partnered with third party vendors through the lifecycle of borrowers' application process to ensure all required documentation delivered within deadline.

Education

High School Graduate Rangeview HS Aurora CO

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