Loan Counselor resume example with 7+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
Top performing, highly-motivated, and results-oriented Management Professional with over 12 years of experience and an exceptionally strong track record of demonstrable success in multi-unit and big-box retail management
Core Qualifications
Customer Service ▪ Performance Management ▪ Sales and Marketing ▪ Inventory Control ▪ P & L
Strategic Planning ▪ Purchasing & Budgeting ▪ Employee Training and Development ▪ Team Building
Recruiting ▪ Quality Control ▪ Relations ▪ Payroll Optimization ▪ Bilingual
Experience
Loan Counselor, 07/2016 - Pennymac – Las Vegas, NV,
Responsible for effectively managing a delinquent mortgage portfolio
Works directly with borrowers to determine the best possible method for a
permanent resolution to their delinquency by using a variety of collections and
workout techniques.
Essential Job Functions include, contacting borrowers, primarily by phone, to
assess their current financial situation.
Evaluating borrowers for full payment or
workout options.
May Skip-trace to find and collect on delinquent accounts.
Working with management team to identify problems and improve recovery
efforts.
Resolves problems by clarifying issues; researching and exploring answers and
alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions;
forwarding requests.
Meet Quality Assurance requirements and other key performance metrics.
Must possess professional and friendly attitude and be able to quickly develop a
rapport with customers over the phone.
Must possess and be able to demonstrate strong influencing and closing skills.
Identify and escalate priority issues, route calls to appropriate resource or more
senior staff if needed.
Oversaw store with increased annual sales volume and all personnel, managing all store
operations, merchandising, marketing, and personnel functions.
Reviewed P & L monthly with
district manager and quarterly with Vice President to ensure effective budget management,
including effective cost control, Payroll management, and overtime control.
Store including managing operations, staffing, and merchandising.
Training associates & management.
reduced shrink from 9.5% to 6.5% in one year and maintained results for 3 consecutive
inventory cycles due to superior employee training, effective staffing, and enforcement of
policies and procedures.
Ensured compliance with standard operating procedures and all merchandising
directives.
Supervised inventory, ordering, merchandising and shipping and receiving duties.
Resolve issues and concerns to customer satisfaction while adhering to company
guidelines.
Store Team Leader (STL) maintains complete and ultimate accountability for the store's overall
performance.
It includes sales and profitability: execution and supervision of merchandising
plans and operational processes: and attracting, retaining and developing a high performing team.
Maintains assets accountability including documentations and protection of computer
hardware, software, handheld units, radio sets and other store equipment.
Ensures high level of visibility on sales floor ensuring team is aware of daily goal and
responsibilities.
Ensures all corporate driven communication tools are utilized to execute merchandising
standards.
Ensures store standards are maintained at all times.
Conducts regular meeting to keep leadership team informed of key events and execution
of Individual Development Plans.
Maintains the safety and security of team members, customers, and property and
communicates concerns to the DTL /Regional office and Store Support Center.
Store Manager / Area Manager, 11/2007 - 10/2011 Marshall's – City, STATE,
Directed all aspects of store operations including P & L, sales, payroll, and inventory control.
Consistently meeting all P & L, sales payroll, and shrink budgets.
Led team of personnel and
oversaw all personnel issues including recruiting, staffing, succession planning, training, morale,
discipline, and evaluations.
Reduced shrink from .47% to .17% in 6 months by increasing employee morale,
effectively training employees, enforcing standard operating procedures, and identifying
and correcting internal theft issues.
Collaborated with local business partners to develop and implement highly-successful
special events.
Re-Merchandised entire store to meet customer demographics and shopping patterns,
resulting in increase in accessory sales by as much as 24% in first month after re-
merchandising.
Resulting in improved employee morale and decrease in employee turnover rate from
65% to 31%.
Successfully opened new store including managing operations, staffing, and
merchandising.
Education
Associate of Applied Science: , Expected in 5/2013 - Vista College - El Paso, TX GPA:
Professional Affiliations
Top performing, highly-motivated, and results-oriented Management Professional with over 12
years of experience and an exceptionally strong track record of demonstrable success in multi-
unit and big-box retail management.
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