Asuncion Santiago Email & Phone Number

Salt Lake City, Utah, United States

Reviewing credits issued to corporate customers such as Wal-Mart, Amazon and Target on a daily basis for potential recovery of credits via disputes with customers. Gather and research order documents (Bill of Lading, Packing List, Invoice and Proof of Delivery) for each dispute to ensure accuracy of shipment contents and delivery in full. Submit disputes through customer portals, track status of disputes and re-dispute when necessary. Update and present status reports weekly for monitoring open, pending, and recovered amounts. Documenting the disputes process for each customer.

Handling all aspects of bankruptcy mortgage servicing, while effectively leading 15 onsite/remote and offshore employees. Providing training in company policies and procedures to direct reports, offering continued support to all employees resulting in effective problem solving and smoother operations. Delegate work to staff, setting priorities and goals. Research and prepare responses to internal and customer-related disputes or issues. Review and respond to client audits by set deadlines on a monthly, annually and quarterly basis.Completed and monitored various payment activities, identified and researched anydiscrepancies and resolved by completing account reconciliation. Achievements Highlights: Created training manuals for employees to use as reference guides and continuously made updates to reference guides as process improvements occurred.Worked closely with the Loan Boarding Department to map data from prior servicer payment histories which led to the creation of a payment history tool automation, which has enhanced efficiency company wide.Collaborated with upper management in creating and implementing a Payment Reconciliation Automation Tool. Completed testing and provided feedback in all phases of the project to ensure successful rollout to the department.Collaborated with Cashiering group to establish cash processing guidelines for bankruptcy loans to reduce risk of misapplication of funds.

Greater Salt Lake City Area

Reviewed bankruptcy documents and made all required corrections in order to file documentation on time with bankruptcy courts to avoid delays.Liaised between outside parties such as agencies, attorneys and trustees to handle bankruptcy matters. Reviewed account histories with close eye for key details.Consulted with witnesses and legal professionals to define and document case details.Liaised with multiple departments to facilitate responsive documents and document retention. Knowledgeable dealing with pleadings, affidavits, motions and exhibit preparation.Trained team members in Fair Debt Collection Practices Act and Bankruptcy Code for optimal compliance.

Contacted borrowers to assess reasons for default, individual intents and options for resolving issues. Verified income of borrower and gathered credit information. Provided information about different property liquidation options. Worked with customers to put together plans focused on retaining property ownership.

Managed scheduling and staffing for 550 agents and 45 supervisors.Drove improved performance in average handle time and agent productivity in a contact center environment by managing call metrics on a real time basis. Tracked key performance indicators for agents, managers and supervisor teams.