Customer Service Call Center

Summary:

Possess ** years of collection experience. Eight years of mortgage and discharge bankruptcy collections, 3 years of automotive collection, and 2 years of payday loans collection. Collect payment and setup verbal repayment plan on early and late stage past due account 30 - 120 plus in call center environment. Obtain verbal financial information to offer loss mitigation assistance such as loan modification, forbearance, and amortization plan or short sale. Accurately document accounts, and update demographics. My goal is to eliminate financial loss by the use of problem solving, time management and foster collaboration.

Experience

IQVentures Servicing, Dublin, OH January 2022 – July 2024 Customer Relations - Remote

• Process past due loan payment via inbound and outbound calls using debit card.

• Negotiate settlement or setup amortization to stabilize accounts with debit or electronic checks.

• Document converse and update customers demographic information.

• Refer accounts to fraud department after being notified of identity thief. Signature Consultant - BMO Transportation Finance, Irving TX June 2020 – April 2021 Account Resolution Specialist – Remote Contractor

• Monitor assigned portfolio for non-performing account issues and inquiries to determine appropriate assistance.

• Obtain payment, setup amortization on early and late stage accounts 30-120 plus days, obtain reason for default.

• Doc and talk, update customers’ demographics.

• Enter dispute and payment research into customer service database.

• Submit various delinquency collection correspondence, and contact request via email, text.

• Special project such as skip trace, compose and mail insurance letters, collection floater.

• Ability to prioritize, multi-task, and utilize time management to meet metrics. PennyMac Loan Services LLC, Fort Worth, TX January 2017 – April 2020 Loan Counselor I

• In call center environment interact with customers through outbound queue or inbound campaign while doc and talk.

• Provide excellent customer service to assist customers’ with their inquiries.

• Establish reason for delinquency, ability to pay, and secure payments to mitigate loss.

• Obtain financial information to pre-qualify for workout programs: loan modification, amortization plan, special forbearance or short sale.

• Provide basic troubleshooting deets to access online account.

• Offered sales promotions such as refinance, and home loan on qualified accounts.

• Effectively research and submit account information to resolve customer complaints. Small Business Administration, PDC Fort Worth, TX September 2016 – January 2017 Program Support Assistant- Contractor

• Verify residential loan documents to facilitate loan officers.

• Ascertain customer’s signature on required loan documents to meet compliance.

• In mailroom collate forms to complete packets, and mail preparation. Regional Acceptance Corp, Arlington, TX May 2013 –September 2016 Collection Representative I

• In call center environment place or receive calls in priority order as established by management.

• Negotiate payment arrangements with evaluate ability and willingness to pay while doc and talk.

• Navigate and interpret various screens to provide accurate information.

• Submitted extension, due date change, and setup reschedule to resolve delinquency.

• Collect payment on early to late stage 120 plus past due accounts, obtain reason for default.

• Skip trace, mail delinquency and Notice of Intent correspondence to prevent repossession. Small Business Administration, PDC Fort Worth, TX December 2012 –February 2013 Support Technician – Contractor

• Verify residential with commercial loan files for required documents and customer’s signature on: federal income tax forms 8821, 4506-T, loan application, personal financial statement, too, proof of income to ensure Small Business Administration compliance and expedite loan process. Skills/Proficiency

• Types 50 wpm, Data Entry, 10-key (touch), Microsoft Office Word, Excel, Outlook, AS400,

• LAMP, Invictus, MSP, File trail, Transportation Date Source, TDS), Innovis, Accurint, Avaya

(Dialer), FileNet/P8, Host Explore CALC and PMS (Cheetah), Siegel Row, Siebel Finance Services, Epay, ISM, Black Book Value, DVI Platform Citrix, Noble Dialer, Time Management, Organization, Communication, Problem Solving, Vector-Dailer Education

David Starr High School - Diploma

Tarrant County College - Office System Technology Certificate of Completion

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