ARIE PATTERSON
Phoenix,AZ
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.
Overview
15
15
years of professional experience
Work History
Executive resolution specialist
12.2018 - Current
- Assists borrowers with late charge waiver, due date change, and other loan maintenance requests.
- Essential job functions include, contacting borrower, primarily by phone, to assess their current financial situation.
- Evaluating borrower for full payment or workout options.
- May skip-trace to find and collect on delinquent accounts.
- Working with management team to identify problems and improve recovery efforts.
- Properly document each customer interaction in servicing system.
- Perform follow-up and research tasks to ensure problem resolution.
- Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure safety and security of customer mortgage assets.
- Customer Service Support- Assist other reps with questions, research, & take escalated calls.
- Managed over 50 customer calls per day
- Negotiated resolutions with consumers following escalation team goodwill guidelines
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Researched billing errors and discrepancies to initiate corrective action
Customer Service Representative II
Nationstar Mortgage
07.2016 - 12.2018
- Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances.
- Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns.
- Timely and accurate processing of payoff statement quotes, including prepayment penalty and refund calculations.
- Resolve mortgage research items by utilizing servicing system.
- Assists borrowers with late charge waiver, due date change, and other loan maintenance requests.
- Process Verifications of Mortgage for both internal and external customer.
- Input data and verify information as it pertains to processing telephone draft payments.
- Provide customers with information about company products and services to generate additional revenue through cross-sell/up-sell opportunities.
- Properly document each customer interaction in servicing system.
- Perform loan-related mathematical equations.
- Perform follow-up and research tasks to ensure problem resolution.
- Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure safety and security of customer mortgage assets.
- Manager over 50 customer calls per day
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
Merchandise Associate
Marshalls TJX Companies Inc
11.2012 - 09.2016
- Organized store merchandise racks and displays to promote and maintain visually appealing environments
- Built end caps and aisle displays to highlight products and support latest promotions
- Created attractive displays to promote items
- Arranged consistent shelves, bins, and racks at 1 locations by following established planograms
- Transported merchandise to sales floor and restocked shelves, racks and bins
- Answered customer questions regarding store merchandise, department information, and pricing
- Removed damaged, out-of-code, not-in-set and discontinued items from displays
Sales Associate
Hardee's
08.2011 - 05.2012
- Greet all customers with smile
- Take accurate food orders
- Ensure items are well stocked.
- Increase sales by 5%
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Helped customers locate products and checked store system for merchandise at other sites
- Prepared merchandise for sales floor by pricing or tagging
- Rotated stock and restocked shelves to maintain product availability and store appearance
- Provided positive first impressions to welcome existing, new, and potential customers
- Engaged with customers to build rapport and loyalty
Customer Care Specialist
Vangent Inc
11.2008 - 08.2010
- 1st call resolution specialist in 24x7 call center environment answering inbound call daily
- Provided account details and educated customers on service options and rates
- Processed payment for customers
- Researched and resolved discrepancies in billing.
- Took ownership of customers issues to follow problems through to resolution
- Managed over 60 customer calls per day
- Verified accuracy of customer account information and updated when necessary
- Responded to customer needs through competent customer service and prompt problem-solving
- Used exceptional communication to connect with customers, assess needs and present solutions
Education
Bachelor of Science - Behavioral Sciences
Maricopa Community Colleges - South Mountain Community College
Phoenix, AZ05.2025
Graduate, Associate Degree - Psychology
Maricopa Community Colleges - South Mountain Community College
Phoenix, AZ05.2016
Graduate -
Proviso West High School
Hillside, IL06.2005
Skills
- Regulatory Issues
- Customer Profiling
- Regulatory Compliance
- Customer Needs Assessments
- Customer Experience
- Organizational Skills
- Microsoft Office
- Administration and Management
- Customer Advising and Referral
- Negotiation and Resolution
- Attention to Detail
- Interpersonal Communication
- Excellent Communication
- Decision-Making
- Active Listening
- Dependable and Responsible
Timeline
Executive resolution specialist
12.2018 - Current
Customer Service Representative II
Nationstar Mortgage
07.2016 - 12.2018
Merchandise Associate
Marshalls TJX Companies Inc
11.2012 - 09.2016
Sales Associate
Hardee's
08.2011 - 05.2012
Customer Care Specialist
Vangent Inc
11.2008 - 08.2010
Bachelor of Science - Behavioral Sciences
Maricopa Community Colleges - South Mountain Community College
Graduate, Associate Degree - Psychology
Maricopa Community Colleges - South Mountain Community College
Graduate -
Proviso West High School