Alicia Scoby-Wilcox
Casa Grande,AZ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Personal Driver
Uber And Lyft
10.2017 - Current
- Remained calm under pressure during unexpected challenges such as road closures or vehicle malfunctions, quickly devising alternate solutions to ensure timely arrival at destinations.
- Navigated complex routes and adjusted travel plans for optimal efficiency and time management.
- Ensured client safety by adhering to all traffic laws and regulations, maintaining an excellent driving record.
- Managed vehicle maintenance schedules, ensuring proper functioning and minimizing downtime for repairs.
Senior Collections Specialist
Discover
10.2023 - 04.2024
- Quantified debtor balances to avoid late payments and bad credit.
- Used probing techniques to determine debtors' reasons for delinquency.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Streamlined the collections process for increased success rates and improved customer relations.
- Achieved performance goals on consistent basis.
- Counseled debtors on payment options and arranged installment agreements.
- Established relationships with customers to encourage payment of delinquent accounts.
Loss Mitigation Representative
Ditech Mortgage
12.2017 - 07.2018
- Participated in cross-functional teams to develop comprehensive strategies for minimizing financial losses across the organization.
- Conducted thorough reviews of loan modification applications, ensuring accuracy and completeness before submission for approval.
- Streamlined processes for loss mitigation activities, increasing efficiency within the department.
- Collaborated with loan servicing departments to ensure accurate processing of loan modifications and repayment plans.
- Helped customers navigate options to maintain homeownership.
- Improved customer relations for better communication and understanding of loss mitigation options.
- Prepare modification agreements and coordinate closings
- Review, analyze and resolve title issues
- Complete quality control of underwriting decisions
- Assist with special projects as neede
HELOC Production Support Specialist
Bank Of America
06.2015 - 10.2017
- Accurately assembling and/or indexing documents that have been faxed into the FileNET imaging system; Monitoring and reviewing documentation requirements for appraisals, title and hazard/flood insurance reports
- Following up on missing or late vendor items
- Reviewing approved applications for documentation requirements and preparing various closing documents.
Jr. Loan Processor
Cascade Financial Services
11.2014 - 06.2015
- Consulted with outside vendors to identify and resolve loan closing issues.
- Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered.
- Conducted extensive borrower background checks, verifying employment history, creditworthiness, and financial stability for informed lending decisions.
- Assisting Senior Loan Processors in gathering and organizing information for the loan file •
- Make timely follow up calls to quickly compile accurate file information
- Ensure the accuracy and completeness of all borrower loan documentation necessary for loan approval and closing.
- Streamlined loan application process by implementing efficient documentation and data entry procedures.
- Utilized loan origination software to process and track loan applications.
- Set up and completed loan submission packages.
- Handled any conditions sent from underwriting departments.
Home Preservations Specialist/SPOC
Wells Fargo
01.2012 - 01.2014
- Ensure borrower understands modification review and SPOC process, interview borrowers to understand their hardship, collect/review/analyze borrower financial documents, adhere to tight deadlines, and communicate modification status and final decision of the process to the borrower
- Applications/Systems used: ERLMF, MSP/LPS, LIV, SPOC-CIS, ADHDGEN, Microsoft Suite.
Collector Agent
Wells Fargo
05.2006 - 01.2012
- Strengthened team collaboration through regular communication, sharing best practices, and providing support during high-stress situations.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Interpreted and applied federal and state tax codes for personal, business and corporate taxes.
- Contact customers via telephone to negotiate payments or collect on past due accounts
- Document conversation with customers
- Assist customers with questions concerning their accounts.
Education
High School Diploma -
Red Mountain
Skills
- Risk Management
- Active Listening
- Attention to Detail
- Professionalism
- Microsoft Office
- Loan Modification
- Problem-solving abilities
- Multitasking
- Credit and collections
- Pleasant Telephone Demeanor
- Collection Strategy
- Relationship Building
- Communication and Interpersonal Skills
- Call Management
- Complaint resolution
- Product Knowledge
- Call center experience
- Customer Relations
Timeline
Senior Collections Specialist
Discover
10.2023 - 04.2024
Loss Mitigation Representative
Ditech Mortgage
12.2017 - 07.2018
Personal Driver
Uber And Lyft
10.2017 - Current
HELOC Production Support Specialist
Bank Of America
06.2015 - 10.2017
Jr. Loan Processor
Cascade Financial Services
11.2014 - 06.2015
Home Preservations Specialist/SPOC
Wells Fargo
01.2012 - 01.2014
Collector Agent
Wells Fargo
05.2006 - 01.2012
High School Diploma -
Red Mountain