Negotiate payment arrangements with customer to avoid mortgage delinquency, foreclosure and repossessions.Adhered to the Fair Debt Collections Practice Act (FDCPA).Determined debtor’s financial ability to offer alternative payment programs and methods of resolutions.Documented and maintained all I coming and outgoing collection efforts in accordance with the established standards. (E.g. Updated phone numbers, addresses, etc.).Scheduled property inspection based on mortgagor guidelines.Researched and resolved customer inquiries and issues in a timely and professional manner. Provided excellent and outstanding customer service while achieving required quality score of 95% or better. Continuously in the top 5% in collection effort throughout the year. Monitored and managed mortgage delinquency reporting activities. Performed general clerical duties as needed.

Managed 17 plus collection agents ensuring each agent performed with company’s policies and procedures as well as regulatory requirements.Researched and resolved all customer complaints and inquired.Coached and developed associated to exceed department and organizational standards.Performed daily production audits to ensure adherence in all required areas. (I.e. after calls works, hold time etc.).Identified areas of opportunity leading to implementations of process improvement that resulted in a 45% production increase. Performed daily call listening sessions to improve overall quality scores. Performed second talk-offsto negotiate payments and settlements with customers. Increased teamstandings from last place in the unit to the number two in the unit of 6 teams. Monitored vacation and sick time to ensure accurate and positive balances. Approved weekly time sheets.

Responsible for overseeing daily production and performance of a mortgage collection team of 10-15 agents, ensuring department’s performance and customer service goals were met.Ensured company’s policies and procedures were met as well as FHA, VA and other federal and commercial guidelines with remote and side by side listening.Coached agents in areas of challenges to assist with meeting or exceeding the current goals.Monitored calls of team members to maintain satisfactory Quality monitoring scores.Prepared weekly and monthly coaching forms to assist with achieving the company’s performance standardsWrote and delivered mid-year and annual performance reviewsContinued monitoring of team to ensure adherence to schedule to maintain service levels are metDelivered any disciplinary actions as needed, communicated with HR to ensure compliance results.

Subject matter expert for the team in the credit card industryHandled clients’ escalated issues. Researched and resolved customers’ complaintsProvided detailed information about customer’s credit card accounts Coordinated problem resolutions with co-workers and managers Demonstrated ability to make quick and accurate decisionsProvided product information and recommendations of additional products and servicesSelected for call tracking program to tract repetitive calls, intercepting fraud and resolving client’s issues not resolved in daily operationsAssisted with training of new hires and fellow teammates.Selected to travel to other centers to train on new products and opening ofnew centers.Coached associates to exceed departmental and organizational standard.