Customer Service Training

Joe Diaz **** Town Park #*** Houston Texas *****

************@*****.*** • Home 713-***-****

Summary

I am a proven Top performing Collections and Default management professional with over 10 years of experience committed to quality client service and high professional standards. I am focused and solutions-oriented with the ability to consistently exceed both client and management goals. Proven strengths in mediating mutually agreeable outcomes, combined with strategic business knowledge. I am an expert in the streamlining of processes, reactivation of stagnant accounts, reversing customer dissatisfaction, and building long-term win-win lucrative alliances.

Experience

Redline Recovery Service LLP, Houston, Texas 2010 to 2012

Collector

Contacting and answering customer inquiries in regards to HAMP and Making Home Affordable loss mitigation program for Major U.S bank, Reviewing and accepting all needed documents to complete file and send to underwriting for decision. Contacting clients and walking them through

Step by step process to ensure all documents and required information and signatures are completed correctly. Collections on charged off 1st and 2nd JP Morgan Chase Mortgages through short sales and settlements achieving top collector status four months in a row September 2011-December 2011

Wells Fargo Dealer Services, Houston, Texas 2008 to 2010

Loan Counselor

I currently collect on 5 day to 75 day auto accounts. Responsible for 52 million dollar portfolio, target delinquency of 1.92 to include charge off

Balances in the portfolio assigned. Assist teammates with cross-talks and assist with skip searching and locating of customers.

American General Auto Finance, Humble, Texas 2006 to 2008

Sr. Collector

I collected on 1-day thru 90 plus days automobile accounts. Located delinquent customers thru extensive skip tracing work, Set up on site visits to verify the occupancy status of customers. Recommend legal or charge off action on 120 plus day accounts. Provide customers with assistance by providing loss mitigation solutions to avoid repossessions of automobile. Provide customers with pay plans and workout offers to ensure every opportunity to avoid loss to the customer and to the company. Daily contact with outside vendors (repo companies, attorneys, auction companies) to ensure losses sustained on repossession are kept to a minimum. Physically inspect all merchandise on hand and set and relay floor prices on vehicles set for liquidation.

Aegis Mortgage Corporation, Houston, Texas 2005 to 2006

Default Loan Resolution Specialist

Reviewed and researched all stages in a loan's lifecycle through the collections and default process. Reviewed Foreclosure/Bankruptcy actions on 1st and 2nd mortgage loans, repurchase requests, tracking liquidation proceeds, etc to ensure all functions were completed in compliance with investor and state guidelines. Verified and confirmed the data integrity of RealServicing (servicing system) findings. Identified Loss Mitigation opportunities and recommended and implemented solutions to improve customer service and financial performance through the recommendations of loan resolution, repayment plans or short sale options on disputed accounts

Litton Loan Servicing LLP, Houston, Texas 2000 to 2005

Loan Counselor III

Contacted, gathered and maintained accurate and detailed collection records and information from mortgagors, detailing reason for delinquency through the use of Radar and Lsams operating system. Established communication to negotiate, collect, develop, coordinate and counsel mortgagors with viable and sound alternatives and solutions to foreclosure, using the enlistment, guidance and assistance of foreclosure attorneys and other departments within Litton Loan Servicing LLP.

Contacted customers within my portfolio via telephone who were delinquent in their repayment of their loans. Negotiated and obtained promise of payments, commitment agreements or established a repayment plan to cure their delinquency.

I have working knowledge of default operations, Fannie Mae, FHA and VA foreclosure servicing requirements. Trained and mentored new employees to the department by providing assistance to questions, and reviewing and approving payment and workout plans for submittal to management for approval.

Education

Houston Community College, Houston, Texas 2005

Accounting

University of Houston, Houston, TX 1989

Political Science

Additional Skills

•Word, Excel, Radar, Lsams, Access, Real Servicing, Internet and intranet experience, Skip Tracing experience

•FDCPA certified, Reo Training, Bankruptcy training Cultural Diversity Training, Customer Service II certification

•Bilingual, Leadership training, Fannie Mae Housing opportunities of Houston counseling Certified

Contact this candidate