Collections and Loss Mitigation Specialist with 12 year background in mortgage default and customer service. Excellent analytical and communication skills with a deep knowledge of Collection and Loss Mitigation regulations and compliance procedures. I have achieved success at each step through my mortgage career and continually seek to further develop my skills.
Excellent Work Ethic
Exemplary attendance record
Employee of the Month at Residential Credit Solutions
Loss Mitigation Rep of the Month award
Quality Control Scores consistently at 95% to 100% throughout my Collections and Loss Mitigation career
Assigned as a Project Manager in a mortgage release campaign
Loss Mitigation/Single Point of Contact March 2016 to CurrentDitech Financial － Irving, TX
Collect and negotiate modification options on past due mortgage accounts with customers in a fast paced, high volume, inbound/outbound call center environment.
Negotiate with the customer to attain a full reinstatement when account is in foreclosure status and develop action plans with the customer towards installment agreements when unable to reinstate.
Obtain the necessary documents from the customer to move the loss mitigation process forward while the customer is in review for viable modification, short sale or mortgage release options.
Build rapport with the customer to most effectively analyze their best course of action towards resolution in attempt to prevent possible loss of property. Then advise and move the customer through the steps needed to be taken to achieve this goal. Continually follow up with the customer to ensure successful resolution.
Clearly document the account after each customer consultation in order to ensure that that the correct course of action has been identified for that particular customer and that the customer and any authorized 3rd parties are continually taking the steps necessary to reach the intended delinquency resolution.
Collections / Loss Mitigation Representative June 2006 to February 2016Residential Credit Solutions － Los Angeles, CA / Fort Worth, TX
Beginning in the Collections Department in the Los Angeles office, serviced 30, 60 and 90 day delinquent loans in a high volume call center environment. After obtaining the customers reason for default and assessing the customers current situation, determined a course of action for the customer to bring account current through reinstatement or repayment plan.
Routinely led the collections team or was near the top in amounts collected each month.
Within a year, was promoted to the Loss Mitigation department and assigned to 90 day plus delinquent accounts. Through discussion and analysis of the customers reason for default, advised customers of the necessary actions and strategies for debt repayment towards reinstatement of the account, repayment plan or full loan modification and followed up with the customer to make sure they stayed on track.
If determined a customers situation called for possible modification, assessed the customers ability to qualify for modification retention options and when necessary, advised the customer of graceful exit options including short sale and mortgage release.
Worked closely with the customer and authorized 3rd parties to obtain the essential financial documents necessary to review for viable workout solutions.
Advised realtors of approval, denial or counter offer info related to submitted short sale offers.
Prepared modification and short sale files for investor approval review and was twice Loss Mitigation representative of the month and once employee of the month.
When the company restructured and divided the Loss Mitigation Department into single point of contacts and file negotiators I drove modification inquires into final modifications by identifying potential modification candidates through probing analysis of their delinquent situation. Continually following up with customers, drove a high percentage of their initial inquires into finalized modifications.
Worked my own deals in this department as well and hit top level, monthly achievement goals through the establishment of repayment plans and reinstatements as mandated by company guidelines. Often produced beyond the mandated performance levels and consistently maintained this level of production throughout my career at Residential Credit Solutions.
Collector/On the Job Trainer/Team Lead April 2004 to June 2006Countrywide Home Loans － Simi Valley, CA
Beginning as a Collector, arranged for delinquent payment from customers 30, 60 and 90 days delinquent. If the customer was unable to bring the account current, analyzed the customers paticular situation through probing questions and assessment of their income/debt ratios to establish reasonable and effective repayment plans. These plans enabled the customer to bring the account current over several months.
Promoted to On the Job Trainer in approximately nine months where the job was to assist new hires directly out of initial training to more fully develop the skills they had just acquired in training and aid their transition to the live work setting. Was able to help many new hires flourish in their new roles and was promoted to a Collections Team Lead position approximately three months later.
As a Collections Team Lead, led a seven member team in their daily collections efforts and through side by side sessions and audio monitoring of live calls, assisted each team member in growing and succeeding. Through consistent monitoring and mentoring and establishing individual action plans for team members, was able to keep the members on track in reaching the performance levels required by the company and far beyond for the most motivated and talented.
Bachelor of Science : Broadcasting/Broadcast ManagementArizona State University － Tempe, AZ