Customer Service Management

Martyn L. Gibson

***** ******* **, ******* ** ***28

Phone: 240-***-**** Email: *******.******@*****.***

A highly talented and experienced, loss mitigation processor, default management specialist, customer service professional with extensive leadership skills, and experience in customer relations and support.

SUMMARY___________________________________________________________________

• More than 10 years of combined leadership, default management, and customer service experience.

• Strong leadership, training and analytical skills.

• Excellent organizational and time management skills

• Outstanding verbal and written communication skills.

• Proven ability to manage portfolios and meet or exceed business goals

• Approachable personality, team player, and dedicated to customer satisfaction.

• Independent worker with the ability to adapt to changing priorities.

• Ability to work in a high pressure environment while meeting deadlines and demands.

PROFESSIONAL EXPERIENCE_________________________________________________

Litton Loan Servicing LP McDonough, GA September 2008-Present

GSE Default Management Team Lead

• Responsible for delinquencies and determining appropriate workout options for the Government Sponsored Enterprise (GSE) portfolios including Fannie Mae, Freddie Mac, FHA, VA, and Ginnie Mae based on required guidelines

• Handle reporting, status tracking, and projections for the Ginnie Mae pools as it relates to meeting required delinquency thresholds and identifying loans for repurchase

• Serve as team lead in the review of workout options to ensure the appropriate workout option is utilized for each of the GSEs

• Responsible for developing and maintaining daily/monthly reports to track the delinquencies and statuses of all GSE loans

• Perform loan level evaluations and provide responses as well as recommendations for process improvement on internal reviews and external audit findings/requests

• Proven ability to locate, make contact, and establish effective relationships with the most difficult borrower’s through skip trace tools and methods

• Negotiate payment with mortgagors with the goal of retaining a low delinquency rate.

• Training of new employees with regards to the requirements for delinquent GSE loans.

• Responsible for negotiating payments on foreclosure mortgages with borrowers and foreclosure attorneys

Loss Mitigation Counselor

• Counsel current and delinquent mortgagors about the HAMP and Non-HAMP loan modification process.

• Service Single-point of contact while educating, reviewing and advising mortgagors of documents and payments needed for the loan modification process and trial modifications

• Counsel and offer mortgagors different loss mitigation options such as repayment plans, short sale, deed in lieu, modification and other payment plan options to assist mortgagors in maintaining affordable payment arrangements.

• Responsible for working high priority special projects manually for the Ginnie Mae and LPMI portfolios with the purpose of maintaining and lowering delinquencies.

Loan Counselor 1

• Handling inbound and outbound collections on 1-90 days delinquent mortgages

• Skip-tracing, and maintaining collections records and actions related to borrowers accounts

• Responsible for working high priority special projects manually for the Ginnie Mae and LPMI portfolios with the purpose of maintaining and lowering delinquencies.

Coastal Credit, L.L.C., Fort Walton Beach, FL May 2007-August 2008

Auto Collections Representative

• Face to face collections, as well as making manual outbound and inbound calls on auto loan portfolio from 1 day past due through charge offs

• Responsible for loss mitigation options such as repayment plans, assigning and managing repossessions, determining valuation for auction sales, negotiating settlements, and filing of judgments for wage garnishments to recover losses

• Responsible for credit review process and auto loan originations

• Field calls/ door knocks and customer visits to locate customers and collect payments

• Performing skip tracing with tools such as Accurint, Lexis Nexis, 411, Credit Bureaus and other tools

Target Corp/Financial Services, Minneapolis, MN January 2001-November 2006

Senior Credit Advisor

• Responsible for determining work procedures, expedite workflow and assist the technical department with dialer management strategies.

• Monitor and review with team members recorded calls to observe associates demeanor, technical accuracy, and conformity to company policies.

• Handle escalated supervisor calls and other issues to resolve customer complaints.

• Serve as coordinator for special pilot programs to coordinate new policies and procedures.

• Negotiate payment arrangement and offer repayment plans and settlements on 120-days to charge off visa accounts while resolving customer account issues and conveying superior customer service

• Perform small-scale leadership meetings with 10 members on my team.

• Responsible for team development and training of team members.

Credit Advisor

• Collected on credit card accounts 1-90 days past dues.

• Responsible for accurately documentation of accounts

• Skip-tracing, and maintaining collections records related to borrowers accounts

Citigroup (Citi-Auto), Bloomington, MN January 2004-June 2006

Team Lead Collections Representative, Front End Collections

• Collections on auto loans accounts 25-30 days delinquent.

• Responsible for monitoring and reviewing recorded calls for auto loan collectors working on 1-25 days late accounts to observe their demeanor, customer service, collections skills, technical accuracy, conformity to company policies and collection regulations and state laws.

• Responsible of handling escalated supervisor calls and other issues to resolve customer complaints.

• Perform small-scale leadership meetings with 10-12 members on my team.

EDUCATION__________________________________________________________________

Strayer University, Morrow, GA

TECHNICAL SKILLS__________________________________________________________

• Certified in FDCPA, Fair Lending, Truth in Lending, Service Members Civil Relief Act (SCRA), Fair Debt Practices Act & State Laws

• National Service Center HUD Certification

• Knowledge of Government Sponsored Enterprise (GSE) loans, processes and procedures

Contact this candidate