Customer service/ Collections Specialist

••••• M. •••••
•••••
Des Moines, IA •••••

Education:

Abraham Lincoln High School •••••Graduate •••••
Des Moines Iowa •••••

•••••Previous Employment:

Wells Fargo Financial•••••8/8/•••••/3/•••••
••••• •••••St ST
Urbandale Iowa •••••
•••••

Job Title: Mortgage Loan Adjuster••••••••••/•••••/•••••/3/•••••
Home Preservation Department•••••

Back end collections on Real Estate mortgages;
I helped delinquent customers stay in their homes. I would gather financial information and documents to verify income and debts, calculate disposable income and debt ratios to validate if they had an honest reason for delinquency. I negotiated payments, and payment plans. I also collected financial information for underwriting to pursue modifications, extensions, other hardship options, etc. I worked with realtors to gather information regarding short sales on homes that the value had depreciated. I read and verified information through credit bureau reports. I had authority to remove accounts from foreclosure, if I received an acceptable payment amount. I would collect an average $••••• million a month for the department.




Job Title: Collector 2••••••••••/•••••/•••••/•••••/•••••

Front End Collections on Real Estate mortgages:

From 6/1/•••••/1/••••• I was on a test project, where I lead myself and 4 other team members to design a ••••• day (delinquency) all manual team which is now a specific department. I was the team leader, where I designated specific queues of accounts to the team members. I designed strategies to reach our no contact customers for help on resolving their delinquent accounts, with payment plans etc.

From •••••/1/•••••/•••••/••••• I worked on the automatic dialer calling customers to collect on their contractual- ••••• day delinquent accounts. I also worked manually, using many different websites and tools to search for customers, in which we did not have current contact information for. As well as took inbound calls from delinquent customers, and assisted them where needed.

My work, and knowledge was also used to help develop a negotiations training through our learning and development team, that is now used throughout the whole collections department as a standard training on how to negotiate payments, talk offs, etc. with delinquent customers.

I also stood in for supervisors when they were away, or in meetings etc. I would walk the department floor, escalate calls for reps that were having trouble with a customer. I also assisted in doing account reviews on reps on a weekly basis. I held team meetings to go over new procedures, updates etc.

From •••••/1/•••••/1/••••• I also worked, and helped train the department on Visa Nowline accounts, which are equity lines of credit. This was new to the real estate department, and didnt last long per there was a specific team of people that were designated to run that product. Throughout the time that I was working the Nowline accounts, I showed the reps how to navigate through the system (TSYS), since this was new to the real estate department, and I had used the system before in other departments. I also showed the department how to offer different hardship programs, and how to tell if a customer would qualify for whatever program we were able to offer.


Job Title: Collector 1

Front end Bankcards•••••4/1/•••••/1/•••••

I worked through the auto dialer system to contact customers regarding their Visa/ Mastercard/ Cash on demand credit cards. I would review charges, purchases, fees, etc. with the customer. I negotiated hardship programs and payment plans. This was a new product to our area, and I was on the third team to work this product. I created a cheat sheet manual that consisted of the main information needed to navigate through the system efficiently, without having to go through the ••••• page manual that was given. That was handed out to all of the teams that were working the product, at that time, and now since that is one of the companys main products, it is distributed in the initial training of employees working in that department.






Job Title: Collector 1

Canadian Consumer•••••2/•••••/•••••/1/•••••

I worked on the auto dialer system, contacting Canadian customers regarding their delinquent, unsecured draft checks, and revolving sales accounts. Negotiated payment plans with customers. Also worked manually, using different websites and tools to find customers that we did not have current information for.


Job Title: Collector 1

US Consumer•••••8/8/•••••/1/•••••

I worked on the auto dialer system, contacting US consumer customers regarding their delinquent, unsecured draft checks, and revolving sales accounts. Negotiated payment plans with customers. Also worked manually, using different websites and tools to find customers that we did not have current information for.


Efficient in Microsoft Word, Excel, Powerpoint, etc. Efficient in reading, and understanding credit bureau reports, tax returns, paystubs, and any other income verification forms. Efficient in negotiating , problem solving and working directly with customers. Efficient in note taking, and ten key.







EDS
••••• Army Post Rd
Des Moines IA •••••
•••••

Job Title: Customer Service Representative 9/•••••/•••••/•••••/•••••

I received inbound customer service calls regarding specific products as seen on TV, to either make purchases, or help customers with their billing questions etc.



Best Buy
••••• University Ave
West Des Moines IA •••••
•••••


Job Title: Product Specialist/ Sales person •••••

I worked on the floor of Best Buy, in the Digital Imaging department, ie; cameras and camcorders. Answering customer questions regarding products, accessories etc. Reviewed different imaging softwares, and products with customers so that they fully understood how everything worked. Set up displays on a monthly basis. Used the cash register for customer purchases, dealing with cash, credit etc.







References


Megan Sullivan•••••Years known: 7 years
Wells Fargo Corp
Suits Department
•••••

Rachel Larson•••••Years known: 1 year
Wells Fargo Financial
Home Preservation Department
•••••

John Reilly
Wells Fargo Financial
Home Preservation Department•••••Years known: 2 years
•••••


Josh Farber•••••Years known: 2 years
Wells Fargo Financial
US Consumer
•••••