Home Retention Specialist with High QA scores, high resolution for forbearance, modifications, workouts, customer inquiry one call resolution, Inbound and Outbound call center experience and background consistently surpass HRD and department goals. Centrus Auto Finance- Auto Collections: 11/14 - 3/2015 Research and update accounts according to account status disputes as it relates to delinquency resolution, status, amount due, due dates, fees, payment allocation and various other conditions. Support the Servicing Department, OOP and other areas of the business by meeting departmental SLA's on all inbound requests. Correct customer and vehicle information per loan and/or legal documents. Supply supporting documentation in the form of payment histories, copies of contract, payoff quote letters, paid in full letters and conversion letters to external customers upon request. Responsible for processing monetary and non-monetary transactions to customer's loans in a timely and accurate manner J.P. MORGAN CHASE, RELATIONSHIP MANAGER: (10/2011 -8/2013) Inbound and Outbound call resolution solicitor completing Default Resolution, Forbearance, Modification, Deed in Lieu, Reinstatements, List Assists, Short sales, Workouts, SCRA, In Active Bankruptcy, FDCPA, TCPA, CRD, IABK disclosures for the Home Equity Loans. Loan Processing Expertise: ( 6/2012 - 8/2013 ) Conforming & Noncomforming Loans, FRMs, Arms, Fannie Mae & Freddie Mac Guidelines, FHA, VA. Provide support to loan officer and underwriter teams by insuring accurate processing of mortgages. Review and verify borrower's income, credit reports, employment histories property appraisals and the title insurance information to prepare loan applications for underwriting submittal. Ensure compliance with company policies, underwriting guidelines and lending programs. Handling an average of 18 to 20 files monthly. Outperformed company average in achieving loan-processing turn - around time of 12 days or less. Provided expedient service cited as key to customer satisfaction. Ensured all files were complete prior to underwriting hand-off to ensure smooth closings. SANTANDER, ACCOUNTS SERVICES SPECIALIST: 7/2006 - 9/2011 Research and update accounts according to account status disputes as it relates to delinquency resolution, status, amount due, due dates, fees, payment allocation and various other conditions. Support the Servicing Department, OOP and other areas of the business by meeting departmental SLA's on all inbound requests. Correct customer and vehicle information per loan and/or legal documents. Supply supporting documentation in the form of payment histories, copies of contract, payoff quote letters, paid in full letters and conversion letters to external customers upon request. Responsible for processing monetary and non-monetary transactions to customer's loans in a timely and accurate manner. CREDIT MANAGEMENT, PT COLLECTOR: 1/2006 - 1/2007 Responsible for contacting consumers and attorneys in order to negotiate payment arrangements, Default resolution on aged or high balance debt, while following federal, state and client and collection agency guidelines and laws. Must represent the department with professional and ethical work standards consistent with the mission and management of the company. ROBERT HALF INT', CITICAPITOL MODIFICATION DEPT: 3/2002 - 1/2006 Handling complex escalations (via phone and correspondence). Reviewing, analyzing, and process routine individual consumer mortgage modification requests. Analyzing and understanding of credit bureau information, collateral valuation reports, tax returns, financial statements, property insurance declaration pages, HOA/Association Documents and other supporting documentation to verify customer financial and property data. (Ace cash express-Recovery collections. Comcast call center collections 30 - 90 days, Brinker, Citi-group)

Highlights:

• Collections
• call center
• customer service
• receptionist
• leasing agent
• front desk
• Appraisals
• AVAYA
• Bankruptcy
• Call Center
• Credit Management
• Data Entry
• Documentation
• Equity
• Appraisals
• AVAYA
• Bankruptcy
• Call Center
• Credit Management
• Data Entry
• Documentation
• Equity
• Financial
• Financial Statements
• Insurance
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