(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Hardworking financial professional well-versed in collections and credit reporting procedures. Works with defaulting customers to work through resolutions. Successful at working with mortgage holders and banks to coordinate optimal plans.

  • Foreclosures experience
  • Organizational skills
  • Critical thinking
  • Problem resolution
  • Troubleshooting
  • Mortgage processes knowledge
Education and Training
Air Force Community College Keesler AFB, , MS Expected in 06/1985 Associates Degree : Administration, NCO Leadership - GPA :
Southwest High School San Antonio, TX Expected in 05/1981 High School Diploma : - GPA :
Greentree Finance, Conseco, Greenpoint Credit - Loss Mitigation Field Representative
City, STATE, 02/1999 - 01/2005
  • Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
  • Worked with customers to put together plans focused on retaining property ownership.
  • Conducted comprehensive analysis and evaluated risk to control underwriting loss.
  • Verified income of borrower and gathered credit information.
  • Helped clients and attorneys complete short sales.
  • Analyzed risk of loss related to catastrophe, possible loss or severity.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Received and submitted payments and applied amounts to customer balances.
  • Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
  • Utilized talents and expertise to locate customers with aged accounts.
Marketing Services, Inc. - Collections Specialist /Administration Assistant
City, STATE, 04/1996 - 02/1999
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Received payment and posted to appropriate customer accounts.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Reviewed accounts to determine payment plan compliance.
  • Recorded information about customers' financial status and collections status efforts.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Located debtors by utilizing skip tracking and other strategies.
  • Completed skip traces on customers failing respond to collection efforts.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Identified impact of proposed solutions for delinquent clients, discussed options and determined candidates for foreclosure.
  • Established solid record of maintaining consistent performance and quality levels.
  • Structured manageable repayment plans with delinquent borrowers of commercial, mixed use, multi-family and home equity loans.
  • Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
  • Prepared packages containing all pertinent documentation for collections accounts.
  • Monitored status of legal invoices for litigation by foreclosure attorneys.
United States Air Force Reserve / Active Duty - Staff Sergeant/Administration Assistant
City, STATE, 03/1985 - 01/1997
  • Greeted visitors or callers daily to handle questions or direct to appropriate staff.
  • Maintained inventory in supply closet to prevent shortages.
  • Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
  • Directed visitors to appropriate offices.
  • Monitored schedules and calendar obligations for executives.
  • Processed incoming mail and packages and placed envelopes in bins for employees.
  • Managed phone calls from clients during executives' absences and delivered informative answers to questions.
  • Monitored and tracked project performance data with spreadsheets to generate reports and keep management informed of important trends.
  • Organized and maintained filing and document management systems by coordinating, archiving and purging files.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Directed customer communication to appropriate department personnel.
  • Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
Aetna - Claims Analyst / Process Associate
City, STATE, 10/1994 - 03/1996
  • Followed all company procedures to keep data confidential.
  • Gathered proper documentation and data to prepare claims for submission.
  • Reviewed coverage determinations, investigated and evaluated claims and negotiated settlements.
  • Assessed processing reports each day to effectively submit claims.
  • Investigated claim and settlement deals and reviewed coverage determinations.
  • Built lasting relationships with clients and employees to underpin successful claims activities.
  • Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
  • Determined insurance coverage levels and restrictions by thoroughly examining claims forms and associated records.
  • Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
  • Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
  • Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions.
  • Reduced loss ratios through fair and prompt processing of claims.

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School Attended

  • Air Force Community College
  • Southwest High School

Job Titles Held:

  • Loss Mitigation Field Representative
  • Collections Specialist /Administration Assistant
  • Staff Sergeant/Administration Assistant
  • Claims Analyst / Process Associate


  • Associates Degree
  • High School Diploma

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