Customer Service Sales
Resume:
EDUARDO APODACA
***** ******** **** ** - ****** Valley, CA 92557
*************@***.***
_____________________________________________________________
OBJECTIVE
To become a sure asset to your organization
QUALIFICATIONS
Over 10 years experience in collections practices and customer service, a thorough knowledge of mortgage lending procedures and Real Estate Mortgage and Auto Loans
Direct involvement in handling all phases of past due residential loan servicing , high volume of escalated customer calls, ensuring staff consistent regulatory and compliance guidelines
Fully knowledgeable in GRAMM-LEACH-BLILEY ACT, HAMP,MHA,FNMA, FDCPA, FCRA, ECOA, HMDA, FTC, Bankruptcy laws as well as various loan programs
Excellent effective verbal and written communication skills, superior people, sales negotiation and leadership skills. Strong knowledge of call center collections, Attention to detail, strong organization and time management. Able to establish extensive and strong sense of rapport, honesty, reliability and integrity with senior management, co-workers and customers
Bilingual – Certified Bilingual Spanish Translator
EXPERIENCE
IndyMac Mortgage Services, Irvine, Ca 04/11 to 12/11
Loss Mitigation Specialist III
Provide excellent customer service to distressed homeowners while evaluating current loan status to advise of all applicable solutions to help keep homeowners in their homes and avoid foreclosure and selling them on a more affordable loan programs
Diffuse hostile conversations with dissatisfied homeowners and avoid manager escalation
Coach team members while acting as an informed source to ensure policy and procedure compliance
Constantly achieving above average Collections recovery ratios, superior Customer Service and Quality Control adherence
Carrington Mortgage Services, Santa Ana, Ca (12/09 to 12/10)
Loss Mitigation Specialist/Senior Mortgage Collector
Assisted mortgage loan customers in hardship through sales of modifications, short sales, repayment plans and forbearance plans
Collected on 5-120 days delinquent mortgage loans including assigning for foreclosure
Achieved and maintained status of collector of the month for 8 months of the year with the most money collected
Bank of America, Brea, Ca (02/08 to 11/09)
Loss Mitigation Specialist/Senior Mortgage Collector
Assisted mortgage/auto loans customers in hardship by resolving delinquency through selling loan modifications, repayment plans and forbearance plans
Collected on 10-120 days delinquent auto loans including assigning for repossession
Assessed debt to income ratios and processing modifications, deferments and/or reduced payment plans
Achieved and maintained status of team sales, collector of the month for 10 months of the year with the most money collected
American Mortgage Banc, Diamond Bar, Ca (11/05 to 01/08)
Account Executive
Solicitation and sale of Mortgage Loans
Assessed financial budgets to recommend best loan programs
Assisted mortgage/auto loan customers in hardship by resolving delinquency through loan modifications, repayment plans and forbearance plans
Collected on 10-120 days delinquent auto loans including assigning for repossession
Assessed debt to income ratios and processing modifications, deferments and/or reduced payment plans
Achieved and maintained status of collector of the month for 10 months of the year with the most money collected
Hsbc/Hfc, San Bernardino, Ca (11/04 to 11/05)
Account Executive
Solicitation, Sales and servicing of Real Estate Loans/Consumer Loans
Solicitation and Sales of Ancillary Products, Life & Disability Insurance
Solicitation and Sales of Auto Loans
Pro Sat Communications, San Diego, Ca (10/03 to 10/04)
Professional Sales & Customer Satisfaction Representative
Provided product information (DTV satellites) to customers
Responsible for sales and maintaining 95% activations ratios
Responsible for maintaining 98% customer satisfaction index
Long Beach Acceptance Corp, Orange, Ca (05/02 to 09/03)
Front-End Collector
Collected on 20-59 days delinquent auto loans
Responsible for maintaining acceptable company delinquency levels
Responsible for assessing debtor’s equitability to recommend deferment or repossession action to Supervisor
Western Financial Services Corp, Ontario, Ca (02/01 to 04/02)
Senior Collector/Charge-Off Specialist
Collected on 120 days plus charge-off auto loans
Responsible for maintaining acceptable company delinquency levels
Responsible for assessing debtor’s equitability to recommend legal action to Supervisor
Washington Mutual. Orange, Ca (03/00 to 01/01)
Senior Mortgage Collector/Supervisor
Serviced & collected on 30-days plus delinquent mortgage loans
Supervised seven to ten mortgage collectors
Supervised daily performance of seven to ten Loan Servicing Representatives
Responsible for maintaining company acceptable delinquency levels
Hyundai Motor Finance Corp, Fountain Valley, Ca (02/97 to 02/00)
Dealer Fraud Manager / Asset Re-marketing Manager
Supervised five Asset Re-marketing employees
Responsible for hiring, training development daily productivity of staff and the department to meet company standards in sales auto auctions, reinstatements, lien sales, and impound notices, both retail and leasing portfolios
Conducted weekly meeting to ensure employees appropriate knowledge of company policies and procedures while enforcing compliance of applicable local state laws and requirements in all 50 states
Collections Supervisor
Achieved and maintained delinquency ratio drop and reduction from 18% to 2% delinquency ratio
Supervised 14 Automobile Collectors and 1 Repossession Desk Specialist
Implemented collection strategies to maximize department goals and minimize and control company losses by proper use of time management of each Collector
EDUCATION
Related Courses
Spanish, Theology, Sociology and Psychology
Latin American Bible College, Los Angeles, Ca
Rio Hondo College, Whittier, Ca
Professional Development and Certification
Small Claims Court
FDCPA’s Collections
Finance and Insurance
REFERENCES: Available Upon Request
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