Kristen Dawn Seefus Email & Phone Number

Bellevue, Ne, Us

Omaha, Nebraska, United States

*Manage team of Consumer Collection Counselors and Deceased Estate Collection Counselors in their day to day standard work, staff development and improvement activities.*Lead daily management and process improvement events to achieve and sustain departmental goals while constantly looking to improve these goals.*Organize and supervise activities of collections staff to include scheduling and monitoring work flow and reviewing performance.*Exercise sound judgment in issuing credits… Show more *Manage team of Consumer Collection Counselors and Deceased Estate Collection Counselors in their day to day standard work, staff development and improvement activities.*Lead daily management and process improvement events to achieve and sustain departmental goals while constantly looking to improve these goals.*Organize and supervise activities of collections staff to include scheduling and monitoring work flow and reviewing performance.*Exercise sound judgment in issuing credits and making exceptions to policies to maintain high levels of member satisfaction.*Conduct one-on-one coaching sessions to ensure the success and development of the Collection Counselors.*Responsible for developing and implementing motivational contests and incentives. Show less

Omaha, Ne

*Promoted to support and champion a culture of innovation, creativity and resolution to continually enhance our processes, systems, borrowers’ experience, and the environment for our team members.*Core member of the COVID-19 Relief Hotline to assist borrowers with determining and enrolling in the appropriate relief program. *Handle Assist Line calls to provided training to new staff and resolving complex concerns from borrowers.*Build relationships with borrowers to resolve serious… Show more *Promoted to support and champion a culture of innovation, creativity and resolution to continually enhance our processes, systems, borrowers’ experience, and the environment for our team members.*Core member of the COVID-19 Relief Hotline to assist borrowers with determining and enrolling in the appropriate relief program. *Handle Assist Line calls to provided training to new staff and resolving complex concerns from borrowers.*Build relationships with borrowers to resolve serious delinquent mortgages, credit cards, auto and personal loans to avoid charge offs and reduce loss to the credit union. *Prepare documentation related to delinquent and other past due accounts to be forwarded to the Legal Department and outside collection agencies. *Achieve target goals by setting standards for speed, efficiency, and quality. Show less

Papillion, Ne

*Promoted to manage 22+ employees & supervisor, launched 5th call center in San Antonio. *Responsible for launching the Mortgage Department's expanded hours, including creating the schedules based on call capacity analysis, organized technology needed, and worked through the concept of backup coverage to ensure operational soundness during the extended hours. *Performed call QA’s, scheduled the workforce on a regular basis, compiled reporting necessary for analytics team, handled… Show more *Promoted to manage 22+ employees & supervisor, launched 5th call center in San Antonio. *Responsible for launching the Mortgage Department's expanded hours, including creating the schedules based on call capacity analysis, organized technology needed, and worked through the concept of backup coverage to ensure operational soundness during the extended hours. *Performed call QA’s, scheduled the workforce on a regular basis, compiled reporting necessary for analytics team, handled supervisor calls, and performed QA analyst/workforce management analyst duties. *Collaborated with technology department to design, develop & implement software scripts to aid employees with call handling, creating payoff quotes, and taking mortgage payments which enhanced performance and minimized downtime by 30%. *Launched new telephony system for Mortgage Servicing Department to include development, set up, implementation and training. *Collaborated with departmental managers to establish Natural Disaster Recovery policies and procedures for borrowers to include payment assistance, calling campaigns, and short-term loans. Show less

*Developed the Mortgage Servicing Call Center and Research Team across three site locations to ensure phone coverage for all time zones. *Created and implemented key performance indicators, scorecards, QA monitoring forms, and departmental procedures. *Achieved and consistently maintained less than 3% overall abandon rate for calls and 24-hour turnaround time for emails. *Launched 4th call center in Plano, Texas adding an additional 6 Loan Care Specialists and Supervisor… Show more *Developed the Mortgage Servicing Call Center and Research Team across three site locations to ensure phone coverage for all time zones. *Created and implemented key performance indicators, scorecards, QA monitoring forms, and departmental procedures. *Achieved and consistently maintained less than 3% overall abandon rate for calls and 24-hour turnaround time for emails. *Launched 4th call center in Plano, Texas adding an additional 6 Loan Care Specialists and Supervisor. *Responsible for all End of Year reporting to IRS for PenFed mortgages to ensure accuracy and in federal and state compliance. Show less

Senior Real Estate Counselor: *Promoted to Senior to provide excellent communication, listening, research, and negotiation skills to resolve complex and advanced (90+ day) delinquent mortgages.*In depth collection activities to minimize foreclosures: skip tracing, evaluating credit reports, and collecting financial packets for Loss Mitigation Department. *Recognized by upper management on multiple occasions for tact, empathy and professionalism in addressing and resolving… Show more Senior Real Estate Counselor: *Promoted to Senior to provide excellent communication, listening, research, and negotiation skills to resolve complex and advanced (90+ day) delinquent mortgages.*In depth collection activities to minimize foreclosures: skip tracing, evaluating credit reports, and collecting financial packets for Loss Mitigation Department. *Recognized by upper management on multiple occasions for tact, empathy and professionalism in addressing and resolving delinquencies. *Consistently recognized by management as one of the top collectorsReal Estate Counselor I: *Negotiate payment arrangements or educate borrowers on other delinquency options such as modification programs, foreclosure prevention programs and short sales.*Maintained 75% cure rate on 60+ day delinquent mortgages by utilizing standard collection techniques.*Consistently placed 1st or 2nd in all monthly collection contests. Show less

*Promoted to Executive Assistant to VP Building Services/Facilities for building the First National Bank Tower. Responsible for maintaining inventory for all FNBO artwork. Organized publicity events for FNBO executives, local business partners and government officials. *Promoted to Mortgage Collector: Responsible for all aspects of 90+ days delinquent, foreclosures, and bankrupt mortgages as well as deceased accounts. Handled all bankruptcy and investor claim filings. Created, updated and… Show more *Promoted to Executive Assistant to VP Building Services/Facilities for building the First National Bank Tower. Responsible for maintaining inventory for all FNBO artwork. Organized publicity events for FNBO executives, local business partners and government officials. *Promoted to Mortgage Collector: Responsible for all aspects of 90+ days delinquent, foreclosures, and bankrupt mortgages as well as deceased accounts. Handled all bankruptcy and investor claim filings. Created, updated and accountable for investor, executive and bank president reporting. Supervised employees, trained new hires, and created departmental policies & procedures.*Credit Card Bankruptcy Fraud Specialist: Minimized credit card bankruptcy fraud by performing in depth reviews on accounts and preparing lawsuit files for Legal Department.*Member of Omaha Jaycees/President of FNBO Jaycees (1997) Show less

Omaha, Ne

* Intake & prioritize call requests regarding office equipment failure and accurately evaluate situations to mobilize technicians for repairs.*Designed new call work order system to provide rapid response to emergency situations from 24 hours to 4 business hours. *Train, mentor and supervise new staff. Create daily, weekly and monthly reports for management and owner of business.

Omaha, Ne

*Various clerical positions. Repeatedly recognized for top performance through five fast-track promotions and selection for high-priority initiatives. * Ad Hoc Committee leader for automating over 500 forms to reduce employee workload of over 2 hours per day per employee. * Demonstrated an ability to learn quickly and master complex concepts flawlessly.

Bachelor Of Science - Bs, Business Administration And Management, General, 4.0

Activities and Societies: Accomplished my goal of graduating with a 4.0 GPA!!!!

Associate Of Science - As, 3.746

Activities and Societies: Graduated with Honors May 11, 2018. General Studies (GSAAS) and two career certificates: Customer Service.

General

Activities and Societies: JROTC