Phyllis S. Email & Phone Number

Virginia Beach, Va, Us

Effectively manage remote, onsite and offshore cashiering processing teams. With primary focus on payoffs, payment research, complaint response and resolution, and account reconciliation. Provide insight on a number of cash functions to include but not limited to: payment reversals, charge backs, ach, lockbox processes, payment applications, suspense management, vendor management.

Virginia Beach

Effectively manage a team of 30 onsite employees and cashiering department operations, overseeing the completion of thepayment processing functions, all aspects of the in house lockbox operations and the distrubution of cash. Execute accurate reports of each function within the cashiering departments, entrenching they are in line with state and agencyrequirements as well as government regulations pertaining to loan servicing. Play an integral role in safeguarding all borrower funds are distributed accordingly following payoff or loan removal proceduresfor cash and ensure proper controls are in place. Input regarding the annual budget, expectation and goals for the cashiering department and takes appropriate actions to ensureoperational excellence and achievement of annual goals. Drive advantageous relationships with vendors while understanding the business and developing a strategic roadmap for success. Serve as a liaison with company legal team for any cash related litigations. Mobilize and spearhead the launch of new products, Oversee the daily payment processing team, improves company efficiency by wielding equipment that allows for electronicprocessing. Resolves any cash related CFPB, BBB, and written complaints. Key driver for performing unit audits, responding to customer and vendor questions, and recommending, and implementingprocess improvements

Virginia Beach

Successfully managed department and a team of 12-15 employees. Completed HR duties which included performance evaluationsand monitoring of compliance training. Continuously improved department performance, operational excellence, and associate proficiency, created workforce stabilityby cultivating an engaged, spirited and well coached team. Drove engagement and growth by implementing cash compliance solutions that optimized daily production opportunities,addressed risk management weaknesses, and enhanced employee-focused initiatives. Administered payoff processing, suspense management, reversals, client research & escalations, NSF reversals, unidentifiedpayments, and service release funds. Identified discrepancies and resolved problems by planning operational improvements and taking corrective action to ensureeffective department operations and adherence to controls.

Managed Customer Service Agents ensure SLA and Quality.Gained immense ground by conducting monthly performance evaluations to establish career progression plans for staff retentionand reduction of turnover. Exceeded business unit goals by implementing HR initiatives in areas such as scheduling, time off reports, disciplinary actions,employee development, succession planning, and performance management etc. Streamlined department workflows, performance impacts and implementation of new processes and strategies to swiftly respondto Subpoena Requests and manage appropriate operational risks.

Virginia Beach

Spearheaded the daily workflow, completed monthly QC of department processes and controls and identified opportunities andissues of strategic importance to essential to the growth of the enterprise. Improved productivity by partnering with supervisors and managers to research complaints, complete tasks and fulful requests. Devised and deployed proper training for customer service representatives; conducted performance evaluations; identified gapsfor appropriate solutions and implemented initiatives driven by senior management.

Virginia Beach, Virginia, United States

First line of contact for inbound and outbound calls from clients. Managed and addressed client disputes, educated customers onmortgage products and services, and researched and resolved customer inquiries related to escrow trial and final analysis. Performed customer verifications and maintained customer records by updating account information, strengthening channels ofongoing collaboration with business units, and other company stakeholders. Highly sought after for resolving process, policies, and systems in support of the organization’s mission, and goals, reachingpinnacle productivity, and efficiency levels.

Elevated customer experience, effectiveness, and efficiency by providing client contact, both in-person and telephone contact,answering questions and general assistance with problems, concerns, and inquiries regarding accounts, and payments. Critical contributor in creating a remarkable immense customer service experience by educating borrowers on steps necessary toobtain assumptions, assignments, partial releases and CEMA’s. Steered escrow analysis for loans and comprehensive escrow research, creating a culture of accountability and execution, andformulating effective collaborative partnerships.