Staff Development Customer Relationship

Areas of Expertise

Collections

Management

Staff Development & Training

Policies & Procedures Coaching

Report & Document Preparation

Quality Review & Scoring

Customer Relationship Management

Loan Research

Problem Solving

Meeting Planning

Team Building

Foreclosure

Professional Experience

IQV (Title Max), Dallas,TX 02/2024 to Current

Collector – Auto Loan (Title Loan)

Managed a portfolio of delinquent auto loan accounts ranging from 30, 60, 90 days delinquent up to charged

off to ensure timely pay with settlements up to 80%

Collaborated with customers to develop suitable payment arrangements while providing support and

guidance answering questions and helping them understand their loan terms and available repayment options

all while ensuring compliance with company

policies and regulations

Facilitated payments, updates, and adjustments to customer accounts as necessary

Regularly generated reports on delinquency levels, payment plans, and collection processes to management

Real Time Resolutions, Dallas,TX (Remote) 08/2022 to 02/2024

Customer Solutions Specialist

Effectively handled high volume of outbound and inbound calls.

Contacted customers to secure payment arrangements on pre charge off accounts.

Worked to meet/beat team and individual cure goals.

Created the repayment contracts and ensured that all of the necessary documents and payments have been

received in accordance with the agreement made by RTR’s company facing representative.

Processed loss mitigation, short sales, and subordination paperwork and review for completion

based on company requirements.

Professionally communicated with other internal departments to ensure completion of

processes in accordance with company requirements.

Genpact LLC, Richardson,TX (Remote) 07/2020 to 01/2022

FLM - Front Line Manager

Manage a group of 15-25 Customer Assistance Specialist ensuring that their unit objectives and standards being met monthly

within investor and company guidelines.

Complete assignments and special projects as directed by upper management.

Conduct regular meetings to communicate policy and procedural changes and updates as well as department objectives and

company initiatives.

Handle and resolve escalated customer and employee issues on a daily basis.

IGW/ Regus, Dallas, TX 12/2018 to 12/2019

Reconciliation Specialist

Analyzed account balances and activity for abnormalities in multiple systems and reported to management.

Ensured all funds are applied appropriately and accurately for audit and compliance purposes

Assisted clients with account inquires and transactions via phone, email, internet chat, and case management

system.

Confirmed sales, deposits integrating and posting accurately as well as maintained cash clearing accounts.

Reconciled sub-system processes such as network chargebacks and adjustments, bank return items, and

pending settlement items

Created and interpreted trend analysis on bank accounts and make recommendations to senior management.

Maintained general ledger accounts by reconciling accounts receivable detail and control accounts; adjusted

entries for amortization prepaids; analyzed and reconciled retainage and accounts payable ledgers; prepared

fixed asset depreciation and accruals.

Amerihome Mortgage, Dallas, TX 07/2017 to 11/2018

Loan Review Analyst – Conditions Reviewer

Receive and review mortgage documentation requested as loan stipulations for purchase.

Source and index documentation as well as identify escalation opportunities for other departments review.

Verifying accuracy of data between documents and systems.

Ensure Data Entry into Loan Origination System for precise clarification.

Manage a daily pipeline of at least 44 loan reviews and quality metrics within department established metrics.

Review and validate internal compliance findings.

Experience with the Encompass system and Mavent Compliance Reports.

Knowledge of federal and state regulatory guidelines such as RESPA, TILA, HOEPA, ATR/QM, NMLS,

HMDA, SAFE ACT, High Cost, TRID and HMPL

Basic knowledge of FNMA, FHLMC, FHA, USDA and VA guidelines

Set purchase dates, requested price validations, and cleared all alerts and predicates when funding loans

As one of team’s most senior members, aid and help train incoming employees as well as assist with

ongoing matters for the team.

JP Morgan Chase, Lewisville, TX 11/2011 to 12/2016

MB Customer Assist Specialist Supervisor

Manage a group of 10-15 Customer Assistance Specialist ensuring that their unit objectives and standards being met monthly within investor (GSE, GOVE, Private Asset) and government guidelines.

Complete assignments and special projects as directed by upper management.

Conduct regular meetings to communicate policy and procedural changes and updates as well as department objectives and company initiatives.

Handle and resolve escalated customer and employee issues on a daily basis.

Home Lending Solicitor Supervisor III

Performed account reviews on active foreclosure mortgages. Complete monthly team audits to ensure compliance

with internal control requirements.

Reviewed and approve workout options for accuracy based on investor guidelines. Effectively mitigate risk and

reduces losses while adhering to compliance and legal requirements.

Managed problem-resolution on accounts in foreclosure and loss mitigation with regard to customer issues in

negotiating, reinstating loans, posting of funds, customer service issues, and investor issues.

Responsible for informing staff of any change in policy and procedures, allocate resources, plan work schedules, and

handle attendance issues along with monitoring statistics daily.

Home Lending Dialer Supervisor III

Developed, managed & motivated a unit of approximately 12 collectors ensuring their KPI’s (key performance

indicators) objectives and standards are met.

Analyzed statistical using sharepoint’s & reporting data relative to unit productivity & effectiveness, monitor calls,

conduct account reviews & provide feedback to team regarding their performance.

Coached agents by providing guidance, development, action plans and solutions concerning loss mitigation efforts.

Held monthly team meetings with agents and attended staff meetings with AVP to discuss procedure changes,

scorecard reviews & new processes.

Vantium Capital (SRG), Irving, TX 3/2011 to 11/2011

Supervisor

Managed a team of approximately 15 directs reports, hired new employees, trained and mentored agents to become

more efficient at their position by performing call monitoring & providing negotiation training.

Assembled all required documentation for processing and underwriting on each transaction.

Reviewed accounts over 180 days to determine if settlement or short sale makes since to our clients.

Organized scheduling and facilitating our monthly Floor Ceremony for our division which is used to recognize and

reward top performers.

Communicated with business leadership including Assistant Vice Presidents and Vice Presidents.

Chase Home Lending, Irving, TX 9/2008 to 3/2011

HL LM Processor Job Coach

Managed a team of 8-15 directs while completing supervisor duties in a timely manner when one is out.

Reviewed daily tracker for low performers and coach individuals to help reach goal

Coached and train new hires in nesting area once completed with training.

Reviewed accounts over 120 days to determine if eligible for Foreclosure process.

Hewitt & Associates, Irving, TX 2/2007 to 9/2008

Relocation Expense Manager

Provided administrative and back up support to a consultant throughout the relocation expense management process.

Answered questions regarding client policy and taxability, managing multiple priorities and deliverables.

Handled all domestic expense processing for one client, which includes the Temporary Domestic Assignment (TDA)

and Early Experience Policy (EEP).

Developed and maintained internal and external relationships, meeting schedules and deadlines, inputting process

expenses and supplier invoices and generating stand client reports.

CitiFinancial, Irving, TX

3/2001 to 2/2007

Loss Mitigation Sr. Lead

Managed a team of 5 Jr. Leads while completing strategic reports for upper management.

Handled determinations as to strength of mortgagor to determine other potential resolutions such as: Modification,

Full Payoff, Short Sale, Reinstatement, and Foreclosure.

Handled escalated calls for agents to help secure a commitment or determine a resolution to help cure delinquency.

Educated customers, negotiate payment arrangements, and apply applicable solution to delinquency, Adhere to

company policies and procedures.

Directed proper training was provide to low performers and new hires by the Jr. Leads and reporting information back

to Sr. management staff.

Education & Systems

Jarvis Christian College- Business of Arts- 2001- Hawkins, TX

MSP/AS400, Microsoft Excel, Access, Word, Outlook, PowerPoint, LenderLive, ICAT, NICE, WFM,

HomeLending, SharePoints, ASPECT, Avaya, Titan, Peoplesoft, SAP, MIA, ADP, Power BI, FLM Cockpit, Teradici, LiveVox, Complaint logger,

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