Enter new product into computer system, train new employees, educate customers on product

Supervise 15 agents in collection of delinquent payments, modification documents, 1st modification payment and trial payments. Pull daily reports and coach agents for improvement on goals. Handle escalations and research issues to full resolution. Monitor calls and coach agents on ways to improve call flow. Assist agents in career development. Conduct training for the team on system updates. Coach and mentor new supervisors in the department. Coach and mentor agents on my team for advancement into new roles within the department. Support AVP with department communications and additional duties for department improvement. I have maintained monthly incentive scorecard for accuracy before submission of payout for over 200 employees. Work on multiple short term projects as requested by AVP’s or VP of the department. Monitor and order supplies for the department as needed. Monitor time and attendance on a daily and weekly basis.

Directly supervise 9 agents working accounts 90+ days delinquent. Assist in the supervision of over 30 agents, the Raleigh collection staff, as needed. Assisted in the training of new agents to my team. Work daily & weekly reports. Reduced agent wrap time after ending call with the borrower by 5% in 1 month. Listen to calls and coach agents for improvement. Review time & attendance on a daily and weekly basis for my employees. Interviewed & assisted in selecting new agents for the Raleigh office. Recommend & manage the training time allotment for all 90+ agents for development on a monthly basis.

As an officer in REO I managed a portfolio of up to 450 loans. Approved offers received from buyers. Reviewed BPO’s to reduce list prices on a monthly basis. Worked daily reports to manage my assigned portfolio of accounts. Assisted on a special project to review charges paid to agents for accuracy & request refunds.As a Team Lead I managed 10 employees. Approved offers received from buyers. Worked daily, weekly & monthly reports. Interviewed & assisted in selecting new employees for our Raleigh and California office.

Managed 8-15 employees. Assisted in the training of new supervisors. Created & assisted with the creation of training materials. Conducted training classes. In charge of converting all of our letters from a rouge system into IT Turbo. In charge of maintaining the letters for updates. Worked daily, weekly & monthly reports. Reviewed time & attendance on a weekly basis for my employees. Interviewed & assisted in selecting new employees for the Raleigh office.

Managed a portfolio of accounts assigned to me. The accounts were in foreclosure and included 1st mortgages, junior mortgages, or mortgages on multiple properties & business properties. Set up payment plans to help the borrowers retain their home and put the foreclosure process on hold. Processed some accounts for individual note sales, deed in lieu's, & short payoffs. Trained 2 new employees & assisted in the training of 8 - 10 other employees.