Carla Berry

Delivered exceptional customer service in fast-paced call center environment.
Handled inbound calls related to customer service inquiries regarding mortgage payments.
Contacted homeowners nationwide to collect overdue mortgage payments.
Identified issues faced by homeowners and developed effective payment solutions.

• Reviewed loan information for accuracy to ensure compliance with company policies.
• Contacted borrowers to resolve delinquency by setting up payment arrangements and settling accounts using manual calls, an automated dialer, and the LM worklist.
• Identify and recommend optimal workout strategies based on individual borrower circumstances
• Identified and recommended assistance strategies based on borrower circumstances.
• Collect documents and information related to rehab progress, and maintenance improvement requests
• Collect documents needed for Loss mitigation options.
• Managed Loss Mitigation processes as a single point of contact to guide borrowers toward appropriate workout options based on client directives and individual circumstances.
• Work the shared Commercial team email boxes for Loan servicing, general inquiries, and payoff requests.
• Work the Commercial team Voicemail for return calls.

Focused on final stages of defaulted loans, assessed noncollectability of debts, and managed accounting and recovery efforts to optimize collection strategies

• Established clear expectations for employees and guided them to meet those standards.
• Resolved customer complaints effectively, ensuring high customer satisfaction.