Work Preference
Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Open To Work

BIANCA SEYMORE

Norfolk,VA

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Mortgage Loan Counselor | Loss Mitigation SpecialistSenior Disputes SpecialistLegal Third-Party Service RepresentativeAccount ManagerClient Servicing Officer

Work Type

Full TimeContract Work

Location Preference

On-SiteRemoteHybrid
Location: Norfolk, VA
Open to relocation: No

Salary Range

$50000/yr - $200000/yr

Important To Me

Career advancementWork-life balanceFlexible work hoursCompany CulturePaid sick leave401k matchStock Options / Equity / Profit SharingPaid time offWork from home optionHealthcare benefitsPersonal development programs

Summary

Compliance Analyst with extensive compliance risk management and policy development knowledge. Identifies root causes of consumer complaints received through state and government regulators and recommends process improvements utilizing insights to enhance compliance controls. Completing audits to minimizing financial and legal risks. Illustrious for delivering outstanding results in debt management, dispute resolution, and customer satisfaction, adhering strictly to varied state regulations, legal standards and contractual agreements.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Mortgage Loan Counselor | Loss Mitigation Specialist

LoanCare
Virginia Beach, VA
- 09.2024
  • Promoted the customer experience by offering high-quality solutions to customers who are delinquent on their mortgage loans.
  • Assessed critical data found on a servicing platform, and made decisions to resolve customer concerns.
  • Responded to inbound and outbound consumer inquiries, addressing complex account requests and providing comprehensive, compliant responses.
  • Offered solutions to customers who are delinquent on their mortgage loan to ensure the best outcomes.
  • Processed payments and evaluated accounts for customers more than 120 days delinquent.
  • Executed financial interviews to offer the best solutions/opportunities for customers to avoid serious delinquency by following the Mortgage Assistance Waterfall.
  • Updated the system of record with the information received from each customer interaction.
  • Performed all duties in accordance with company policies, procedures, and state/federal laws.
  • Adhered to internal controls, operational procedures, and risk management policies by staying informed of all changes in policies and procedures to guarantee compliance with current guidelines with all vendors such as FHA, USDA, VA, FNMA, and FHLMC.

Senior Disputes Specialist

Portfolio Recovery Associates
Norfolk, VA
07.2018 - 01.2024
  • Lead Compliance Department initiatives by conducting in-depth research and analysis to address complex compliance inquiries and develop risk identification and management tools aligned with deliverables.
  • Upheld sound operational practices daily by performing compliance knowledge checks and assessing internal compliance changes with control standards and procedural updates, driving operational resilience.
  • Revamped SOPs to ensure regulatory compliance, identifying non-compliance areas and formulating corrective strategies, liaising with the Bankruptcy and Inventory department for timely resolutions.
  • Collaborated in creating and delivering comprehensive compliance, FWA, and privacy training programs, enhancing team understanding and applying compliance standards.
  • Assessed records and reports to assure accuracy, completeness, and compliance with established guidelines, rules, and regulations, including the Fair Debt Collection Practices Act (FDCPA).
  • Adjusted risk settings of accounts and users per policy guidelines by researching and investigating account activities and recommending solutions that increase customer experience.
  • Investigated compliance issues, developed and monitored corrective action plans, and prepared comprehensive reports for the Governing Board and Compliance Committee.
  • Adhered to internal controls, operational procedures, and risk management policies by staying informed of all changes in policies and procedures to guarantee compliance with current guidelines.
  • Aided VP and General Counsel in policy development by identifying legal issues, preparing responses and reports, and maintaining department dashboards for ongoing compliance risk mitigation.
  • Analyzed emails to determine and resolve consumer disputes, select appropriate responses to mitigate legal risks, and support policy development in debt recovery.
  • Adhered to internal controls, operational procedures, and risk management policies by staying informed of all changes in policies and procedures to guarantee compliance with current guidelines.
  • Maintained proficiency in fraud compliance by coordinating with various departments for account resolution and training with Complaints and Credit Bureau Reporting teams for audit assistance and error correction.

Legal Third-Party Service Representative

Portfolio Recovery Associates
01.2016 - 01.2018
  • Orchestrated a comprehensive client engagement strategy to enhance customer service quality and uphold the PRA brand ethos.
  • Negotiated repayment plans with various parties by reviewing contract files for compliance with language guidelines and verifying all general and legal correspondence and documents to eliminate conflicts.
  • Streamlined account reconciliation processes, ensuring precise settlement agreement adherence and fostering client trust.
  • Pioneered frameworks for continuously developing agency capabilities by formulating intricate compliance reports, metrics, and dashboards, expediting the decision-making framework for compliance management.
  • Reconciled accounts to determine if the debt has been paid, and if it has, close out the account so that the Credit Bureau Report can be updated.
  • Aided agency in responding to regulatory change and maximizing department revenue by revolutionizing compliance policy frameworks and aligning procedures with industry best practices.
  • Exceeded performance targets by fostering strong interdepartmental collaborations, leading to the successful development and tracking of critical KPIs.
  • Led network development and retention efforts, cultivating a robust documentation system for client interactions and legal communications, maintaining quality and data integrity.
  • Served as a human voice and personality behind the PRA brand by providing quality customer service with each client/attorney interaction whether by phone or email.

Account Manager

01.2013 - 01.2016
  • Initiated account retention initiative by spearheading outbound communication, successfully informing consumers of outstanding debts while adhering to stern compliance standards.

Client Servicing Officer

Citibank
Norfolk, VA
01.2008 - 01.2013
  • Excelled in negotiating balance payoffs and payment plans, consistently achieving favorable outcomes that align with consumers' financial capabilities and compliance guidelines.
  • Responded to inbound consumer inquiries excellently, addressing complex account requests and providing comprehensive, compliant responses.
  • Maintained up-to-date and accurate account statuses by delivering accurate information about account policies and procedures, enhancing consumer understanding and satisfaction.
  • Managed and addressed consumer complaints promptly with efficiency and regulatory insight, ensuring fair and compliant outcomes that improved service standards and adherence to policy.
  • Enacted communication strategies to comply with diverse state-specific scripts and regulations, including statutes of limitations, utilizing deep regulatory knowledge.

Agency Coordinator

Bank of America
Norfolk, VA
01.1998 - 01.2008
  • Worked with Agency Program Coordinators for the Department of the Defense, Department of Homeland Security, Department of the Interior, Federal Deposit Insurance Corporation, US Department of Agriculture and many more.
  • Processed Individually Billed, Centrally Billed and Fleet card applications and all other maintenance required.
  • Received phone calls, emails and faxes to process client’s requests.

Education

Computer Science & Programming

ECPI Computer Institute

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Virginia Wesleyan University
01.2024

Skills

Program Management, Contract Administration, Financial Management, Auditing, Debt Negotiation, Debt Consolidation, Loss Mitigation, Auditing, Process Improvement, Risk Management, Documentation, Investigation, Product Management, Data Analytics, Information Governance, Database Management, Change Management, Process Improvement, Regulatory Compliance, Dispute Resolution, Training & Development, Data Security, Operating systems TSYS 1 and 2, E-Oscar, OnBase, ICS, NICE, Adobe Acrobat Reader, Microsoft Office

Websites

Certification

  • Business Management Program for Regional Workforce Training System Certification
  • Dispatch Training Course Certification (2024)

Timeline

Senior Disputes Specialist

Portfolio Recovery Associates
07.2018 - 01.2024

Legal Third-Party Service Representative

Portfolio Recovery Associates
01.2016 - 01.2018

Account Manager

01.2013 - 01.2016

Client Servicing Officer

Citibank
01.2008 - 01.2013

Agency Coordinator

Bank of America
01.1998 - 01.2008

Mortgage Loan Counselor | Loss Mitigation Specialist

LoanCare
- 09.2024

Computer Science & Programming

ECPI Computer Institute

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Virginia Wesleyan University

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