Customer Service/Collections

Carol G. Tengco

**** ***** **** ****. #***Los Angeles, CA 90041 626-***-***************@**********.***

OBJECTIVE

I want to join a solid and progressive company that will allow me the opportunity for advancement. I believe that I can contribute to your organization because I am a reliable and responsible individual who enjoys challenges. My education, training, and professional experiences will make me valuable asset to your company.

EXPERIENCE

Indy Mac Bank Pasadena, CA

Associate Analyst – Strategic Asset Group July 2008 – March 2009

• Responsible for setting up all workout files received from attorneys’ offices, events and regional managers.

• Review and analyze borrower documentation to determine income and repay ability.

• Review the recommended foreclosure prevention alternative offered to the homeowner to ensure all investor and insurer guidelines were followed.

• Analyze delinquencies, perform escrow analysis, analyze modification scenarios and proposals and recommend appropriate workout.

• Obtain all third party approvals including investor and mortgage insurance company approvals.

• Responsible for timely and accurate database maintenance as well as updates and correction in all related systems.

• Maintain up-to-date knowledge of relevant default practices affecting loan-servicing decision.

• Complete knowledge of Fair Debt Collection Act (FDCPA) along with Local, State and Federal collection regulations.

Associate Analyst – Corporate Legal June 2007 – June 2008

• Responsible for receipt and processing of invoices for payment of legal services performed by outside legal counsel and other vendors. Invoices are received through Accounts Payable department or regular mail.

• Usage of Serengeti System for data inputting invoices and submitted to supervisor for approval and further instructions.

• Prepared spreadsheet reports for tracking purposes.

• Prepared miscellaneous reports and duties as needed by supervisor.

Specialist III, Loss Mitigation - Loan Resolution April 2003 – June 2007

• Responsible for processing borrower applications received from collections, lawyers, and outside vendors for the approval of the supervisor.

• Analyze and process applications for modifications, short sales, deed-in-lieu of foreclosure, manufacture’s home.

• Responsible for timely accurate database maintenance as well as updates and correction in all related systems.

• Maintain up-to-date knowledge of relevant default practices affecting loan-servicing decision.

• Complete knowledge of Fair Debt Collection Act (FDCPA) along with Local, State, and Federal collection regulations.

• Perform other duties required by supervisor.

Loan Counselor – Loan Resolution March 1999 – March 2003

• Responsible for handling customers calls concerning their accounts, payment arrangements, repayment plans, misapplied funds or late charges.

• Research customers’ account problems.

• Collect payments via Speed Pay, Western Union, and Money Gram.

• Input all overrides in the computer system.

• Perform other duties required by supervisor.

Home Savings Irwin dale, CA

Loan Service Representative - Loan Center March 1992 – March 1999

• Responsible for handling customers’ calls concerning their accounts, payment arrangements, repayment plans, misapplied funds or late charges.

• Research customers’ account problems

• Collect payments via Speed Pay, Western Union and Money Gram.

• Input all overrides in the computer system.

• Perform other duties as required by the supervisor.

SKILLS

 Basic knowledge in Microsoft Word, Excel, Power Point.

 Typing: 35 wpm

EDUCATION

Bachelor of Science in Commerce-Major in Business Administration

University of Santo Tomas-Manila, Philippines

REFERENCES

References are available upon request.

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