Alicia Gertsch
Arizona
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr Rent Collections Manager
Home Partners of America Inc
06.2023 - 03.2024
- Ensured efficient management of diverse property portfolio totaling 1500+ properties across AZ, LA, and TX
- Assessed and reviewed account balances.
- Processed 5-day delinquency notices for late rent accounts.
- Oversaw the eviction procedure and liaised with state attorneys for properties that were 15 days past due.
- Facilitated smooth transitions through offering friendly departure and voluntary vacate agreements on properties.
- Performed work independently and remotely from home.
- Knowledge of Mortgage and Collection laws, CFPB, FCRA, REG Z, REG B, TILA, etc.
- Microsoft Office, Teams, SharePoint, Zendesk, Talkdesk, attorney eviction portals, PMP, Confluence, Adobe Reader, Excel.
- Notarized and authenticated eviction affidavits.
- Maximized productivity through improved management of inbound and outbound manual dials.
- Streamlined the process of uploading 5-day notices, Judgments, and writs of possession to property accounts.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Charge off auto collections
Chase - Tempe, AZ
09.2020 - 12.2023
- Successfully worked with a portfolio-based client base across all debt stages of auto loan delinquencies.
- Increased efficiency in securing and processing of payment arrangements through client calls.
- Prioritized timely responses to customer and employee emails for effective communication.
- Provided thorough and accurate details for clients through meticulous skip tracing.
- Sustained efforts in maintaining strong connections with customers/clients for continued business growth.
- Maintained a track record of consistently exceeding goals and maintaining a top 7 ranking among a team size of 42.
Trust and Safety Specialist
Ashton carter - Door Dash
02.2023 - 09.2023
- Successfully completed multiple projects while managing a high volume of inbound cases.
- Executed tasks without supervision.
- Handled a diverse array of incidents involving different levels of seriousness related to offenses committed by merchants, dashers, and customers; ranging from minor breaches to potentially life-threatening transgressions.
- Enhanced community response protocols for effective implementation.
- Managed complaint inquiries by conducting investigations, coordinating call schedules, and proactively following up with all stakeholders.
- Demonstrated commitment to excellence by supporting merchants, customers, and dashers over the phone or via email according to company guidelines.
- Ensured compliance with internal policies by promptly informing all relevant parties about the incident.
- Recognized patterns and underlying factors.
- Used comprehensive case analysis to make informed decisions.
- Demonstrated empathy and sensitivity in handling various situations.
Default document analyst
The Money Source - Arizona
07.2021 - 01.2022
- Evaluating default documents for enhancements.
- Improved efficiency in analyzing Loss Mit.
- Successfully processing an average of 300 loans daily.
- Ensured accurate notarization of loss mit, bankruptcy, and conventional defaulted documents.
- Performed mailing, sorting, analysis, and processing tasks.
- Deep understanding of the regulations pertaining to Mortgages and Collections including CFPB, FHA, Reg z, Reg B, TILA, etc.
- Successfully executed tasks without supervision.
- Notarized over 300 documents daily
- SharePoint, Blacknight, Sime, FedEx, Microsoft Office 365, Teams, scan/printer, Adobe Reader.
- Managed document processes through scanning, filing and transmitting while following all standard procedures.
- Properly prepared and shipped records for storage at offsite facilities.
- Utilized document control database system to allow for better tracking and revision identification.
- Organized, maintained and safeguarded files and databases.
Sr collections rep
American Express - Phoenix, AZ
12.2018 - 09.2020
- Portfolio based clientele with anywhere from 50-200 at a time handling north of $1.5 million file
- Inbound/Outbound calls and emails for clients looking to secure and process payment arrangements.
- Skip trace accounts for additional information on the customer if we do not have good contact info.
- Maintain a close rate of 133% to achieve top bonus payout monthly.
- Stay above 95% about compliance on all recorded calls for quality assurance.
- Follow up with clients monthly to maintain communication and relationship.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Processed payments over phone and set up recurring drafts.
- Secured payments by following up with customers which disregarded promise to pay.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
Collections Representative
Ditech Financial LLC - Tempe, AZ
04.2016 - 10.2018
- Data entry and dialer-based customer experience, with a call volume of 150-200 calls per day, working with customers in the 1-59-day delinquency field.
- Light skip tracing for customer data and handled internal emails dealing with foreclosure, claims, escrow for taxes, and insurance.
- Handled customer escalations and spent time training new hires on day-to-day operations in the skip/close department.
- Upheld privacy and security requirements for customer information.
- Advised debtors on payment options and set up payment plans.
- Handled irate customers smoothly to achieve performance targets.
- Maintained a track record of meeting or surpassing monthly goals of $120,000 through skilled negotiation techniques and fostering positive relationships with mortgage holders.
- Maintained a hold as top collector for 8 months out of a team of 62.
Education
Bachelors - General business (ABUS)
GateWay Community College - Phoenix, AZ
08.2024
Mortgage Loan Officer (MLO) in Mortgage -
Arizona school for real estate and business - Glendale, AZ
08.2024
Diploma -
Moon Valley High School Phoenix - Phoenix, AZ
05.2011
Skills
- Live Chat
- Escrow
- Cold Calling
- Technical Support
- Account Management
- Fair Housing Regulations
- Credit Analysis
- CRM Software
- Sales
- Business Development
- Negotiation
- Data entry
- Microsoft office/teams
- Portfolio management
- Financial Analysis
- Loan Origination
- Salesforce
- Accounting
- Zendesk
- Help desk
- Software troubleshooting
- Application support
- Mortgage servicing
- Banking
- Documentation review
- System Administration
- Loan Officer Experience
- Lexis-Nexis
- Loan processing
- Underwriting
- Financial services
- Administrative experience
- Avaya
- Customer service
- Microsoft Excel
- Business analysis
- VBA
- Sales, retail, and customer support
- Computer Networking
- Active Directory
- Linux
- Search engines
- Contract Management
- Workforce Management
- Expense Tracking
- Policy Implementation
- Business Administration
- Employee training and development
- Salesforce Management
- Team Leadership
- Verbal and written communication
- Customer Relationship Management (CRM)
Certification
- Certified Notary Public
Additionalinformation - Qualifications
- Strong Computer Skills
- Organizational Skills
- Creative and Adept at Problem Solving
- Multitasking Skills
- Excellent Communication Skills
- Self Directed and Goal Oriented
- Adept at Excel, PowerPoint, Word
- Strong Conversational skills
- Strong People Skills
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Sr Rent Collections Manager
Home Partners of America Inc
06.2023 - 03.2024
Trust and Safety Specialist
Ashton carter - Door Dash
02.2023 - 09.2023
Default document analyst
The Money Source - Arizona
07.2021 - 01.2022
Charge off auto collections
Chase - Tempe, AZ
09.2020 - 12.2023
Sr collections rep
American Express - Phoenix, AZ
12.2018 - 09.2020
Collections Representative
Ditech Financial LLC - Tempe, AZ
04.2016 - 10.2018
Bachelors - General business (ABUS)
GateWay Community College - Phoenix, AZ
Mortgage Loan Officer (MLO) in Mortgage -
Arizona school for real estate and business - Glendale, AZ
Diploma -
Moon Valley High School Phoenix - Phoenix, AZ
- Certified Notary Public
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