Loss Mitigation Specialist

TARA BUCK

***** ***** ******* ***** ▪ Jacksonville, FL 32218 ▪ ********@*****.*** ▪ 904-***-****

Loss Mitigation and Mortgage Default Specialist with extensive experience overseeing loan modifications, resolving executive level complaints, and providing customer issue resolution. History of proven qualitative and quantitative performance. College coursework completed with a 3.25 grade point average and an anticipated graduation date set for May 2010.

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~ CORE COMPETENCIES ~

 Loss Mitigation Experience

 Outstanding Communication Skills

 Call Center Experience

 Mortgage Default Background

 Strong Problem Solving Skills

 Customer Service Background

 Investor and Regulator Guidelines

 Sound Judgment Abilities

 Executive Response Experience

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~ WORK EXPERIENCE ~

Negotiator ▪ Washington Mutual Bank ▪ Jacksonville, FL ▪ 3/2009 to 7/2009

 Charged with completing 35 loss mitigation files monthly while monitoring over 300 files for payments.

 Worked with mortgagors over the phone to obtain financial information and determine workout packages available, in accordance with financial situation and investor guidelines.

 Created and monitored modification agreements, ensuring timely execution and compliance by mortgagors.

Executive Response Associate ▪ Washington Mutual Bank ▪ Jacksonville, FL ▪ 4/2008 to 3/2009

 Provided exceptional default customer service in an escalated call center queue, handling over 70 calls per day.

 Recipient of 5 employee awards for consistent 100% quality scores and soft skill performance.

Customer Service Specialist ▪ FSV Payment Systems ▪ Jacksonville, FL ▪ 1/2007 to 4/2008

 Provided superior customer service through first point of contact resolution of over 100 customer debit card inquiries per day.

 Selected to mentor new hires based on superior call handling techniques and proven ability to deescalate supervisor calls.

 One of 4 employees out of a 100 person department designated to participate in special projects to document, track, and shred returned debit cards in compliance with federal guidelines in excess of 50 cards per day.

Telephone Banker ▪ Washington Mutual Bank ▪ Jacksonville, FL ▪ 1/2006 to 9/2006

 Handled over 100 calls per day at a 98% quality level to resolve retail banking customers’ inquiries, complaints, and questions regarding accounts.

 Charged with cross-selling a diverse line of bank products, including checking accounts, savings accounts, certificates of deposit, and credit cards to meet each customer’s specific individual needs and surpass company goals.

Mutual Teller ▪ Jacksonville Kennel Club ▪ Jacksonville, FL ▪ 7/2004 to 1/2006

 Handled over $4,000 in cash per shift through excess of 200 orders from clientele.

 Trained 5 new hires to exceed company requirements for strict cash handling guidelines and customer service principles.

Cashier ▪ Publix Supermarkets ▪ Jacksonville, FL ▪ 10/2003 to 7/2004

 Built superior customer relationships while exceeding check out service guidelines for accuracy and handle time.

 Received 5 written customer accolades based on superior customer service interactions.

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~ EDUCATION ~

Associate in Arts Degree ▪ Jacksonville, FL ▪ Florida Community College at Jacksonville ▪ 5/2007 to Present

Anticipated Graduation Date: 5/2010

Grade Point Average: 3.25

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