Loan Counselor resume example with 7+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • 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
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.
Store Manager, 12/2014 - 06/2016
Dsw (Designer Brands Inc.) Springfield, PA,
  • 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 Manager, 07/2012 - 07/2014
Dsw (Designer Brands Inc.) Stoughton, MA,
  • 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.
  • Cultivated team-oriented environment, implemented quality hiring practices, and increased staff training.
  • 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.
Associate of Applied Science: , Expected in 5/2013
Vista College - El Paso, TX
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.
budget management, Budgeting, budgets, closing, computer hardware, cost control, customer satisfaction, Customer Service, training employees, Employee Training, staff training, special events, financial, hiring, inventory, Inventory Control, Team Building, leadership, Team Leader, managing, marketing, merchandising, Excel, office, Windows, Microsoft word, Works, Optimization, Payroll, Performance Management, personnel, policies, processes, Purchasing, quality, Quality Control, Quality Assurance, radio, rapport, receiving, Recruiting, researching, Retail Management, safety, Sales, shipping, staffing, Strategic Planning, supervision, phone

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Resume Overview

School Attended

  • Vista College

Job Titles Held:

  • Loan Counselor
  • Store Manager
  • Store Manager
  • Store Manager / Area Manager


  • Associate of Applied Science

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