Summary
Overview
Work History
Education
Skills
Timeline
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Aubresha Bass

Long Beach,CA

Summary

Providing 12 years of leadership, customer service and collections experience from multiple successful establishments. Seeking to use my knowledge, skills, and victories to represent a company with professionalism and utmost integrity.

Overview

2026
2026
years of professional experience

Work History

Loan Resolution Specialist

Credit9
2025 - Current
  • Provide excellent customer service, addressing borrower concerns and answering questions about the resolution process.
  • Identify members' reasons for delinquency and propose suitable payment arrangements
  • Conduct skip tracing, recommend legal action, as necessary
  • Educate clients on forbearance/ loan modification programs and repayment strategies.
  • Review documentation for accuracy, ensuring compliance with regulatory requirements and company policies.
  • Manage case files efficiently, maintaining organized records for ongoing tracking and follow-up actions.
  • Provide training and support to junior staff on best practices in loan resolution techniques.
  • Collaborate with other departments to ensure timely and accurate processing of loan resolutions.
  • Conduct thorough research to identify potential issues with loan resolutions, minimizing risks for the company.
  • Successfully mitigate losses on high-risk loans by negotiating favorable settlements.
  • Assist in training new Loan Resolution Specialists, sharing knowledge and expertise to enhance team performance.

Servicing Supervisor

Sun West Mortgage Company
07.2017 - 09.2022
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Managed a team of 30 customer service and collection representatives, ensuringconsistent performance and high-quality interactions.
  • Supervised daily operations, ensuring compliance with company policies and industry regulations.
  • Trained, motivated and mentored team members to enhance customer service and operational efficiency.
  • Managed escalated customer inquiries, providing effective resolutions to enhance satisfaction levels.
  • Implemented training programs and SOP’s for new hires,
  • Led regular team meetings to encourage open communication, discuss challenges faced by staff members, celebrate achievements, and provide a positive work environment.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Communicated (via phone, email, chat) with client complaints by proactively identifying potential issues and taking corrective action before escalation.

Collections Team Lead

Loanme
07.2013 - 07.2017
  • Led collections team to improve recovery rates through strategic process enhancements.
  • Developed training programs for new staff, enhancing team productivity and consistency.
  • Analyzed performance metrics to identify trends and implement targeted action plans.
  • Managed escalation of complex accounts, ensuring timely resolution and customer satisfaction.
  • Established best practices for documentation and reporting, improving compliance accuracy.
  • Improved cash flow by implementing efficient collections strategies and enforcing deadlines.
  • Increased recovery rates by conducting regular quality control audits on outbound communications from collections agents.
  • Implemented performance metrics for team members, promoting accountability and driving results.
  • Led a team of collectors, resulting in reduced past-due balances and increased revenue.

Education

High School Diploma -

Jordan High School
Long Beach, CA

Skills

  • Microsoft office
  • Organization skills
  • Debt negotiation
  • Employee training
  • Customer service
  • Problem-solving
  • Leadership skills
  • Multitasking

Timeline

Servicing Supervisor

Sun West Mortgage Company
07.2017 - 09.2022

Collections Team Lead

Loanme
07.2013 - 07.2017

Loan Resolution Specialist

Credit9
2025 - Current

High School Diploma -

Jordan High School

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Aubresha Bass