ANDRINA HAYDEN
San Diego,CA
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Recognized for effective leadership with consistent achievement of objectives.
Overview
12
12
years of professional experience
Work History
Account Servicing & Collections Representative II
Mulligan Funding
11.2021 - Current
- Actively mitigate Mulligan Funding's monthly losses by employing effective collections strategies and offering creative repayment solutions for clients.
- Utilize exceptional negotiation skills to arrange payment plans and settlements with delinquent merchants, focusing on achieving mutually beneficial outcomes.
- Conduct comprehensive risk evaluations of Merchants by assessing their financial health, credit history, and other relevant factors to determine the likelihood or repayment.
- Provide continuous feedback to our Underwriting and Credit teams on potential trends in our delinquency population, contributing to the ongoing improvements of our risk assessment and management processes.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Call Center Representative
USE Credit Union
06.2021 - 10.2021
- Assisting Credit Union Members via Telephone and Email with their inquiries on their consumer loans and personal banking transactions
- Research and rectify account problems including but not limited to fee reversals, posting errors, payroll deduction allotments/changes and minimum payment requirements on open and close ended loans
- Troubleshoot Debit and Credit card related issues including activations, fraud claims, ATM or debit card processing errors and replacement orders.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
Senior Portfolio Manager Specialist II
National Funding
02.2018 - 07.2020
- Function as the primary contact for customer concerns regarding situations that would occur after a loan is funded such as collection issues, invoice tracking, account executives, and rates.
- Responsible for monitoring and maintaining assigned accounts - customer calls, account adjustments, small balance write off, and customer reconciliations.
- Responsible for managing cases within my portfolio for daily returned payments, including contacting customers to resolve missed payments and provide instructions to accounting on how to reprocess the payment.
- Reconcile customer disputes as they pertain to payment of outstanding balances that are due.
- Place charged off accounts with low likelihood of collectability with external collection agency.
- Accountable for reducing delinquency for assigned accounts, which entails high volume of phone calls to customers.
Loss Mitigation Specialist II
Caliber Home Loans
10.2016 - 10.2017
- All of the responsibilities of a LEVEL I SPECIALIST including but not limited to reviewing and updating daily reports and accounts
- Making and receiving borrower calls and communicate findings with other departments as needed
- Acting as owner of in-depth research of servicing issues including payment discrepancies, escrow inquiries and contact difficulties.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Remained updated with latest information related to mortgage products and services being offered.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
Loss Mitigation Specialist
Caliber Home Loans
09.2014 - 09.2016
- Ensuring accounts in a Modification status are guided to the appropriate workout solutions in alignment with investor strategies and company guidelines
- Assisting external and internal customers in regards to any Loss Mitigation alternative
- Spotlight Award given 08/2015 as Top Performer from Jan-July 2015 in Call Monitoring
- With perfect scores of 100% each month
- Department Recognition given 01/2016 for a score of 100% on call monitoring for each and every month of 2015.
SPOC (Single Point of Contact)
Caliber Home Loans
02.2013 - 08.2014
- Responsibilities include ensuring that accounts in default or facing imminent default are guided to the appropriate workout solutions in alignment with investor strategies and company guidelines
- Awarded Most Valuable Team Player award, 5/2014 for consistent high scores on call grades when calls are reviewed.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Proactively identified solutions for customers experiencing credit issues.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
Customer Care Representative
Caliber Home Loans
10.2011 - 01.2013
- Contacting delinquent home lending customers to collect past due payments and recoverable amounts
- Encouraged the customer to make timely payments, and identify potential opportunities for Loss Mitigation workouts in order to resolve the account’s delinquency.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
High School Diploma -
Santana High School
Santee, CA06.2000
Skills
- Loan Servicing
- Collections
- Customer experience
- Default Loan Servicing
- Negotiation
- Portfolio Management
Timeline
Account Servicing & Collections Representative II
Mulligan Funding
11.2021 - Current
Call Center Representative
USE Credit Union
06.2021 - 10.2021
Senior Portfolio Manager Specialist II
National Funding
02.2018 - 07.2020
Loss Mitigation Specialist II
Caliber Home Loans
10.2016 - 10.2017
Loss Mitigation Specialist
Caliber Home Loans
09.2014 - 09.2016
SPOC (Single Point of Contact)
Caliber Home Loans
02.2013 - 08.2014
Customer Care Representative
Caliber Home Loans
10.2011 - 01.2013
High School Diploma -
Santana High School
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