Collections Professional - Mortgage & Corporate

Monica Burns

Jacksonville, FL *****

(C) 904-***-**** ******.*********@*****.***

Professional Summary

Focused and driven Collections Professional with over 10 years of experience in mortgage servicing and corporate collections environments. Highly skilled in managing billing and collections for multi-site organizations, exceeding collection targets, and reducing aged receivables while maintaining strict compliance with regulatory and investor guidelines.

Core Competencies

Collections & Account Resolution

Customer Service & Call Center Operations

Negotiation & Conflict Resolution

Payment Plans & Installment Setups

Loss Mitigation, Foreclosures & Liquidations

Skip Tracing & Account Research

Regulatory Compliance (State, Federal, CFPB)

Problem Solving & Troubleshooting

Team-Oriented Collaboration

Technical Skills

MSP Director USCe Early Resolutions Automated Dialer Systems Microsoft Excel & Word

Professional Experience

Universal Agent

Shellpoint Mortgage Servicing — Jacksonville, FL

March 2020 – February 2026

Provide customer-focused mortgage servicing support, including HELOC accounts and loan recast requests.

Resolve inquiries related to payments, escrow, loss mitigation, HELOC servicing, and recast processing.

Educate borrowers on eligibility requirements, documentation, and processing timelines.

Ensure compliance with regulatory and investor guidelines while consistently meeting performance metrics.

Collections Representative

Ditech Mortgage Corp. — Jacksonville, FL

May 2014 – March 2020

Managed a $1.9M portfolio of delinquent mobile home accounts while handling approximately 100+ inbound and outbound calls daily.

Advised borrowers on payment options and established repayment, deferral, and modification plans.

Applied negotiation strategies aligned with investor guidelines to mitigate potential losses.

Investigated billing discrepancies and implemented effective resolutions to prevent recurring issues.

Utilized skip tracing tools to locate borrowers and updated financial data accurately in the USCe system.

Submitted completed loss mitigation applications with underwriting recommendations and communicated decisions to borrowers.

Maintained strict adherence to State, Federal, and CFPB regulatory requirements.

Collections Specialist

TIAA Bank — Jacksonville, FL

April 2009 – May 2014

Oversaw a $3.5M portfolio of government-insured loans.

Reviewed and verified financial documentation to determine appropriate resolution options.

Researched and resolved collections disputes while maintaining positive customer relationships.

Assisted delinquent customers with repayment plans to cure delinquencies.

Documented all customer interactions thoroughly and met or exceeded departmental performance standards.

Education

High School Diploma

Samuel Wolfson High School — Jacksonville, FL

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