Customer Service Manager
Resume:
Tanya R. Southerland
*** ******* ***., ********** ** 95833
OBJECTIVE
To secure a position that enables me to contribute to the success of the company’s mission as well as progress personally and professionally.
QUALIFICATIONS
• 20+ years of collections and customer service experience
• Computer knowledge
• Excellent analytical, organizational, communication, and interpersonal skills
• Ability to handle multiple tasks, prioritize efficiently/productively, and make sound decisions
WORK HISTORY
2011- Present Process Support Specialist, Bank of America
• Determine the eligibility of a borrower’s ability to qualify for loan modification assistance.
• Responsible for collecting, verifying and submitting borrower financial information for the purpose of modifying their mortgage loan.
• Monitor the customer’s trial payments until the customer completes the modification process and goes to final booking.
• Clearly convey information and ideas through a variety of channels to the Customer Relationship Manager.
2007-2011 Settlement Negotiator, Freedom Financial
• Negotiating settlements on delinquent accounts on behalf of our clients, calculating acceptable settlement percentages based on departmental guidelines, contacting creditors, collection agencies and out of state attorneys.
• Reviewing client accounts, running reports, submitting required documentation, meeting monthly departmental and company goals.
2006-2007 Senior Collector, States Recovery Systems
• Trained new hires, resolved escalated calls/problem accounts, resolved charged off third party accounts, assisted supervisors in organizing, planning, and reviewing collector assignments.
2005-2005 Office Manager, Valley Concrete Pumping
• Managed all aspects of daily office activities, placed collection calls on past due accounts, provided customer service and handled employee relations.
• Answered multi-line telephone system, scheduled job assignments, filed, and processed billing invoices/payroll.
2004-2005 Loss Recovery Specialist, P.K Willis (Skipbusters)
• Managed repossession portfolios for clients nationwide, skip-traced delinquent customers as well as negotiated payment plans and repossession incentives with clients and agents.
• Updated clients with the status of investigation efforts, notified/billed clients when vehicles were recovered or payment arrangements were made.
2003-2004 Investigator/Skip-tracer, The Baldwin Co.
• Managed repossession portfolios, skip-traced delinquent accounts, routed & dispatched repossession agents, negotiated repossession incentives, performed field investigations, and motivated agents to recover vehicles in the most efficient and timely manner.
2001-2003 LSC/Special Activities, WFS Financial
• Negotiated resolutions of past due automobile loans with customers, located vehicles wanted for repossession, assigned accounts to repossession agents, and managed accounts assigned for repossession.
1996-2002 Sr. Collector, Home Eq / The Money Store
• New Hire Training, continued advancement of team members with call monitoring and feedback.
• Worked arrangements for 30-120 day delinquency, inbound and outbound calls, processed payments over the phone, resolved escalated calls, while exceeding department goals
***References Upon Request***
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