Customer Service Representative

Joshua McWhorter

**** * ***** *** ***, Irving, Texas 75063

817-***-**** / ******.**********@*****.***

Loss Mitigation / Underwriter / Staff Accountant

SUMMARY OF QUALIFICATIONS

An award winning recent university graduate with a bachelors degree in Accounting, and experience in customer service and various accounting functions. Known for first rate mathematical abilities, effective communication and analytical skills, and outstanding computer proficiency. A creative and innovative self-starter with a strong drive to reach excellence in performance and consistently meet deadlines with accuracy and integrity. Committed personally to continuing to increase professional abilities and focus on the success of a company through initiative, dedication and teamwork. Key Strengths:

• Financial Analysis / Planning • Cash Flow Forecasting • Accounting / P&L • Financial Statements • Self-Starter

• Market Analysis / Forecasting • Strategic Planning • Account Management • Team Building / Management

• Analytical Skills • Presentation Skills • Negotiations • Problem Solving • Interpersonal Skills

PROFESSIONAL EXPERIENCE

Saxon – Special Servicing Representative 2010- Present

• Analyzed the cash flows of borrowers to derive optimum workout solutions including repayment plans, stipulation agreements, modifications, government programs, short sales, deed in lieu, and charge off.

• Combined investor needs with client demands and executed them in negotiations with borrowers.

• Lead the entire department with an average of $511,505 collected and $17,854 in recoverable fees

• Reviewed paystubs, bank statements, and tax information to ensure accuracy

Citigroup – Customer Service Representative 2009- 2010

• Successfully used appropriate tools and technologies to negotiate and influence customer behavior.

• Coached less experienced collectors in resolving specific process questions.

• Reduced company’s net credit loss by the effective use of interpersonal skills.

• Processed confidential requests that impacted credit bureau reported information.

• Improved overall team statistics to one of the highest at the site, with call quality not only improving but exceeding expectations by privately reviewing statistics and developing ways for improvement.

• Quickly learned the essential tools to collect on accounts more than 180 days past due and led team the first month of employment by accounting for 27%+ of total collections by team of 12.

• Continued to lead the team and nation with an amount twice more than the closest peers over two 6-month spans as a collector, even with a change in the department after the first 6 months.

• Exceeded the teams average of $175,767 by collecting a total of $365,308 and $6,500 in fees.

• Averaged scores of at least 75% highlighted with the first perfect call score with a score of 120 in the first year of employment.

Veterans Clinic of North Texas – Work Study 2006- 2008

• Organized and updated patients’ confidential information to alleviate confusion.

• Located and presented patient documentation to doctors for medical use.

• Assisted in preparing clinic’s daily schedule for outpatient care.

• Reviewed patients’ documentation for errors to ensure accuracy and precision.

EDUCATION

Midwestern State University - Bachelor of Business Administration, Financial Accounting 2008

University of Phoenix – Masters of Business Administration 2012

Collegiate Activities and Honors

• Midwestern State University football team: team member, August 2003-January 2007

• Midwestern State University Academic Deans list: August 2003-May 2003

• Citi Financial Quality Excellence Award winner: February 2010

Computer Experience: Microsoft Word, Microsoft PowerPoint, Microsoft Excel

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