I am an intelligent and efficient professional with tested experience in a variety of mortgage and collections settings, and the leadership skills necessary to handle higher level responsibilities. Highly organized and attentive todetail with strong retention skills. Proficient in all areas of office setting and human interaction. Skilled communicator, persuasive and adaptable. Self-motivated with high energy, initiative, and focus. Keen insight into the needs and views of others - able to listen and identify issues or problem areas and form innovative solutions. Professional, personable, and articulate in presentation.
Computer proficient Results-oriented
Excel in [Organization & Customer Service Skills
Proficiency in managing accounts
Follow ups with high conversion rate
Reports generation and analysis
Financial records and processing
Bankruptcy Specialist November 2013 to CurrentPRA Receivables Management － Lake Forest, CA
Reviewed files for accuracy Completed daily queue of 75+ accounts Liaison between bankruptcy client and Chase Bank Maintained Loan Deficiency (60+ days) Daily updates with Management Accounts consist of Bankruptcy Reaffirmations, Discharged/Dismissed Bankruptcies(Chapter 7&13) Direct Payments and Automatic Stay Accounts Certified in Fair Debt Collections Practices Act to ensure quality customer satisfaction on every call.
Quality Control Specialist Collections Agent June 2013 to November 2013Liberty Systems Management INC Bank of America － Huntington Beach Brea, CA
Reviewed HOA/Utility files for accuracy Completed daily queue of 100+ accounts Daily updates with Management Quality check vendor list daily (6,000+ accounts) Home Retention.
Home Retention Collections Agent April 2010 to February 2011Bank Of America － Brea, CA
Worked daily on various delinquent accounts ranging from 60+ plus due to even 48 months past due foreclosure status accounts Reviewed financials, updated expenses, also the customers debts on accounts to determine best work out solutions for the homeowners which included: repayment plans, In house Modifications, Special forbearance plans, short sales or deed in lieu's, Order reinstatement figures, also request zero coupons Provided excellent customer service on every call to provide customer satisfaction Certified in Fair Debt Collections Practices Act to ensure quality customer satisfaction on every call.
Completed all training courses required (completed 6 month training course) Certificate of training Completion (HRD training) Familiar with LPS, Fidelity, Msp, Fidelity, Lamp, AS400, Speed Pay, MPP (Mortgage pay by phone) Certificate of excellence awarded by Michael Guthrie (Vice president) also by Carlos Marquina (manager) Impacted 1 - 5 million dollars in unpaid principal balance collected each day (required to collect $625,000)
Home Retention Mortgage Collector April 2009 to January 2010American Home Mortgage Servicing － Irvine, CA
Worked daily on various delinquent accounts ranging from 60+ plus due to even foreclosure status accounts Reviewed financials on accounts to determine best work out solutions for the Homeowners which included: repayment plans, modifications, short sales or deed in lieu's Provided excellent customer service on every call to provide customer satisfaction Certified in Fair Debt Collections Practices Act, to ensure quality on every call.
Collections Agent (Lease Dept) September 2007 to May 2008Hyundai Motor Finance Company － Fountain Valley, CA
Required to make 150 calls per day total (150+ per day O/B calls) Contact customers about on delinquent accounts Arrange payment plan options for customers Highest promise to pay ratio kept (currently have all performance reports) In charge of highest roll with 300+ accounts Highest Collector with most money collected for Lease Dept.
Trained New Employees.
Customer Service/Loan Officer September 2006 to August 2007Wall Street Mortgage Group － Tustin, CA
Telemarketing / Promoted to Loan officer Averaged 6 transfers per day (old leads) Top telemarketer with most successful transfers, turned into funded loans Filed 8 loans (funded 6), before the market decrease All customers were completely satisfied/ received special bonuses from owner.
Sales Representative February 2006 to June 2006Chrysler Jeep － Huntington Beach, CA
Sold 9-13 cars per month.
Great customer service feed back.
Reached required goals every month.
First choice by manager to speak with new customers.
Lot Attendant/Cashier Sales Representative November 2004 to December 2005Lincoln Mercury Mazda － Huntington Beach, CA
Started out as Lot Attendant/Cashier, was then promoted to sales Representative Responsible for all trade- in vehicles Cashier for service/repairs Documenting vehicles and storing all trade-ins, for computer system Customer Service Rep for unsatisfied customers Professional strengths include: Home Loan/Collection Knowledge.
GED : General Education, 2013Coast High School － Huntington Beach, CA, USA
Associate of Arts : Business AdministrationOrange Coast College － Costa Mesa, CA, USA
FDCPA Certified by ACA International (12/03/2013 - 12/03/2016)
Licensed Debt Collector by STATE OF MINNESOTA Department of Commerce
License Number 40387189 (6/02/2015 - 6/30/2016)
Place of Birth: Orange, CA
Date of Birth: 20th of July, 2015
Present Resident in Huntington Beach, California
Status: Single with 1 child (age 9)
Hobbies: International Travel, Hiking, Basketball, Baseball, Child Sports, Fishing
Cold Calling, Computer Literate, Computer Proficient, Creative Problem Solving, Credit and Collections, Cashier, Community Relations, Client Relations, Customer Satisfaction, Decision Making, Documentation, Financials, Presentations, Problem Solving, Program Management, Quality, Repairs, Sales, Telemarketing, Problem Solving, Bankruptcies (7&13) Program Management, Community Relations, Flexible, Assertive, Adaptable Presentations, Training, Documentation, Writing, Customer Needs Assessment, Customer Service, Domestic and International Experience, Expense Control, Internal Auditing, Marketing, Reporting, Statement Billings