April Hearns Email & Phone Number

Cleveland/Akron, Ohio Area

1801 East 9Th Cleveland, Ohio 44114

Supervise daily operations of mortgage collections ranging from taking customer escalations, researching account history, reviewing calls and coaching agent habitsPrepare and document delinquency notification requirements by sending all notices within stated timeframes, i.e., HUD, FHA and VA letters, delinquency notices, notices of default and notices of intent to forecloseResponds to the most complex internal and external inquiries, taking appropriate action and ensuring satisfaction for the customer and bank best interestOrientates, train and assist department new hires on banking and investor processes and best practices Chair huddles, provides floor coverage in absence of higher management to ensure productivity metrics and job requirement adherenceDevelop quick reference guides, training aides, and PowerPoint presentations on escrow, loss mitigation, foreclosure, and customer de-escalation techniques. Provide continuing education for the representative and performs updates to procedures/policies databaseCommunicating effectively and efficiently with all customersMaintains professionalism and tact in high stress, difficult situationsEducating customers of options for retention or liquidation of mortgages

Durham, North Carolina

Communicated effectively and efficiently with all customersMaintained professionalism and tact in high stress, difficult situationsContacted customers to collect delinquent mortgage loan payments and negotiated payment arrangements when full payment were not attainableEducated customers on ptions for retention or liquidation of their FNMA mortgagesActed as a single point of contact for the customer during application and completion of assistance requestDeveloped new hire training to provide consistency between SPOCs and increase company productivityProvided additional support to department staff by actively walking the floor to answer questions and assisting with escalationsProvided essential coaching and training to ensure production and collection performance expectations are met to a staff of 15:1Resolved complex servicing issues in a clear concise mannerMonitored and evaluated calls to improve the quality of service to customersAssisted peers by assuming work responsibilities for team members including coaching, development and performance management when necessary

Bayboro, North Carolina

Marketed and sold property, casualty, life and health products to existing and prospective clientsEstablished exceptional customer relationship with community and customer baseProvided exceptional customer service and resolved escalated service issuesGenerated reports to track marketing activities and company local growthEstablished social media presenceMonitored and controlled social media sitesParticipated in Life Sales AcademyPerformed general miscellaneous office du

Charlotte, North Carolina

Assisted consumers with quality customer service from a call center environmentContinually learning and developing knowledge of Industry products and servicesDemonstrated a comprehensive understanding of specific company products and services while matching customer needsMultitasking using multiple on-line systems while speaking with customersConsistently ranked in the top five percent of sales agents for meeting and exceeding department metricsCreated and tested new paramedic procedures before implementation in daily processesTrained new hires and ran one on one productivity sessions with agents failing to meet sales productivity

Bachelor Of Science - Bs, Mathematics, Junior

Coursework, College/University Preparatory And Advanced High School/Secondary Diploma Program

Diploma