Top performing professional with extensive experience in Mortgage Banking, Learning & Development, Collections, Customer Service, Technical Writing and Policy/Procedure Development. A dynamic leader and articulate communicator with the ability to quickly assess needs and provide tools to enhance learning, resolve challenges and improve performance.
Designed training modules that implemented strategic business practices and organizational behavior training concepts. Analyzed departmental training needs and developed new training programs based on the analysis.
Offered specific training programs to help associates improve negotiations, performance and customer focus.
Supervised an average of 5 training specialists in the Default Services department.
Designed, implemented and monitored the progress of policies, procedures and processes for Collections, Customer Service, Loss Mitigation and Single Point of Contact (SPOC)/OCC compliance. Assisted with project meetings, developed detailed work plans and status reports. Worked closely with line of business to determine on going best practices for the contact center. Managed critical relationships with internal and external customers.
Provided updates to business leadership regarding status and implementation of policies and procedures. Developed and facilitated process training for New Hire Collections and Continuous Education for the MetLife Home Loans call center.
Developed product and training documentation to include current industry standards for collections, customer care and Loss Mitigation. Facilitated Continuous Education training as the SME (Subject Matter Expert) for AHMSI call center while facilitating New Hire Training as the Senior Collections Trainer. Worked closely with development and support departments to ensure accuracy of information input into customer accounts by call center operations.
Responsible for writing and editing policies and procedures for global call center operations including Loss Mitigation, Collections and Customer Care. Responsible for the Default Support and Training global associate response team.
Prepared and designed course material to new and current employees Conducted needed assessments and evaluations. Updated materials as business and computer needs changed. Reviewed current course material and made revisions as necessary. Facilitated and designed classes for Continuing Education & Improvement training.
Monitored performance issues for the Loss Mitigation Department. Reported on individual performance and departmental trends. Compiled data into spreadsheets and reports for distribution. Provided appropriate coaching and feedback for quality improvement and training opportunities.
Offered debt counseling options and solutions to borrowers, updated and maintained account profiles. Made and accepted up to 200 calls daily for resolving past due accounts (prime and non-prime). Maintained top 10% for collections & customer service KPIs monthly. Negotiated repayment plans and options to avoid foreclosure. Cured default accounts through complete servicing and multi-tasking opportunities.
Offered suitable repayment plans, payment options and exceptional customer service while exploring alternatives to foreclosure with delinquent sub-prime borrowers. Generated necessary forms to apply for extensions and used all available materials and services to assist customers in bringing accounts current.
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