Customer-Centric Leader with 10+ Years Experience

Paula R. Wagner

Columbus, OH 614-***-**** **********@*****.*** www.linkedin.com/in/paula-wagner

CUSTOMER-CENTRIC PROVEN LEADERSHIP EFFECTIVE COLLABORATOR

Experienced and detail-oriented business professional with 10+ years of experience in the financial, collections and customer service industries. Results-driven in leadership with solid knowledge in resolution management, process improvement and negotiations. Strong attention to detail, client centric & stakeholder collaboration. Able to work independently or collectively in teams while problem solving, using critical thinking, and producing accurate and high-quality results.

Technology: MS Office Suite, MS Excel, Oracle, Black Knight, Noble, Assist Remedy, Genesys Cloud

CORE SKILLS

•Client Liaison/Customer Service

•Adaptability/Flexibility

•Critical Thinking

•Leadership Skills

•Active Listening Skills

•Relationship Building

•Training & Development

•Accounts Receivable/Sales

•Operational Execution

•Collaboration/Teamwork

•Interpersonal Communication

•Problem Solving

•Organizational Skills

•Conflict Resolution & Management

•Customer-centric/Advocate

•Process Improvement

•Strategic Negotiations

PROFESSIONAL EXPERIENCE

M&T Bank, Tarrytown, NY 5/2025 – Present

Loss Mitigation Liaison I

•Direct client interaction with borrowers who are delinquent on their mortgage payments.

•Liaison for repayment plans, loan modifications, and short sales.

•Maintain compliance with relevant laws and regulations.

•Effective problem-solving to analyze situations, identify solutions, and negotiate with borrowers.

•Understands real estate processes, homeowner programs, and loan management.

•Effective written and verbal communication.

•Cross-functional collaboration with internal departments for client success.

•Provides excellent customer service, empathy in sensitive situations.

Mr. Cooper, Coppell, TX 1/2025 – 5/2025

Collector (Remote)

Handled inbound and outbound telephone calls to mortgage borrowers who are 0-60 days delinquent.

Maintained compliance with federal, state and local regulations.

Maintained knowledge of and adhered to internal compliance policies and procedures.

Captured complaint and Voice of the Customer feedback.

Executed operational efficiencies for payment options, alternative arrangements and reducing delinquency.

Adhered to compliance of call center requirements for metrics and daily benchmarks.

Optimized the client experience in all interactions.

Flagstar Bank, Troy, MI 1/2022 – 12/2024

Key Collections Specialist (Remote)

Managed a portfolio of delinquent accounts, working diligently to recover overdue payments through effective communication and negotiation with debtors.

Utilized skip tracing techniques to locate debtors, ensuring a high success rate in account recovery.

Established and initiated payment plans tailored to the financial situations of debtors, resulting in improved compliance and reduced delinquency rates.

Analyzed reports to determine eligibility for various payment and settlement options, making informed decisions to facilitate account resolution.

Consistently met and exceeded monthly recovery targets, contributing to the overall financial health of the company.

Trained and supported new team members, sharing the best practices and strategies for effective collections management.

Orkin, Columbus, OH 4/2021 – 8/2021

Commercial Collector (Contract)

Managed and prioritized assigned business accounts, monitoring overdue payments.

Investigated and resolved billing discrepancies and disputes through research and collaboration with internal teams.

Processed customer payments accurately and reconciled accounts within established policy timelines.

Documented all collection activities, communications, and account updates to ensure accuracy.

Built and maintained strong business relationships with clients, acting as a trusted resource, ensuring excellent customer service.

Ensured full compliance with company policies and relevant regulations.

Provider Health Services LLC, Columbus, Ohio 7/2020 – 12/2021

Home Health Aide

Trained and certified health-care workers.

Helped patients in the home with personal care (hygiene and exercise).

Performed light household duties (meal preparation and cleaning) while monitoring the patient's condition.

Franklin County JDC, Columbus, Ohio 9/2019 – 7/2020

Juvenile Detention Officer

Ensured safety, security, custodial care, and surveillance of assigned youth.

Enforced and followed JDC policies, procedures, rules, and regulations.

Oversight management of youth to and from various destinations, with positive interactions

Provided insight for organizational feedback.

Forward Air Corp, Reynoldsburg, Ohio 8/2016 – 9/2019

Customer Service Representative

Optimized the client experience in all interactions by addressing inquiries, resolving complaints, and offering solutions to account-related issues.

Built and maintained relationships with internal and external partners.

Conducted account reviews and provided customers with information on payment options, account status, and financial assistance programs.

Collaborated with cross-functional teams to resolve complex issues and improve overall customer satisfaction.

EDUCATION AND CERTIFICATION

Bachelor of Science in Business Administration

Ohio State University, Columbus, OH

Franklin University, Columbus, OH

Columbus State Community College, Columbus, OH

Awards

•Most Money Collected for the Month – numerous recognitions for achieving maximum monthly collections

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