Carlos Abril
Denver,CO
Summary
To obtain a position in which I can utilize my experience and skills to best help the company and myself advance and grow in the mortgage industry. Hardworking and reliable Recovery specialist focused on going above and beyond to support the team and serve customers. Trained in collections and offering top-notch customer service abilities. Motivated to continue to learn and grow as a business professional. Knowledgeable and dedicated customer service professional with extensive experience in mortgage industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Customer Care Representative
Cornerstone Home Lending, Inc.
01.2024 - Current
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Identified and resolved discrepancies and errors in customer accounts.
- Assisted customer with questions on Escrow analysis, Assumption of loans, Recasting of loan, PMI removal.
Rental Associate
Hertz
06.2023 - 10.2023
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Managed multiple tasks in high-volume environment.
- Acted as first point of contact for visiting clients and customers.
- Provided friendly, attentive service throughout peak times for responsive customer care.
- Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
Loan Consultant
Lendmark Financial Services
03.2023 - 05.2023
- Reviewed customer applications closely to identify any opportunities for further development and revenue.
- Built positive relationships with customers by offering best financing and product options for personal loans.
- Generated numerous valuable leads through outbound phone calls to local consumers and businesses.
- Handled paperwork and moved between customers and lending institutions to smoothly resolve any concerns.
- Maintained open communication with old clients to cement relationships, drive referrals and obtain repeat business.
Collections Agent
United Resource Systems
02.2023 - 03.2023
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Negotiated to collect balance in full.
- Used skip tracing and other techniques to locate debtors.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Opener
Phoenix Financial Group
05.2022 - 08.2022
- Made outbound and took inbound calls for business's and individuals about tax resolution
Servicing
Pivot Servicing Group
11.2021 - 02.2022
- Serviced and took payments for Mortgage loans
- Filed documents
- Assisted with boarding loans
- Mailed out statements
Business Retention Specialist
Comcast
06.2021 - 08.2021
- Made outbound calls to businesses who have had our services
- Offered them new promotions and products after their contracts expired
- Explained benefits of certain products depending on the type of business
Out bound phone Rep
Sequoia Tax Resolution
04.2021 - 06.2021
- Made outbound calls to business's or individuals who had outstanding IRS or State tax liens
- Determine if they need our assistance and transfer them to an agent who is licensed to work directly with the IRS
Outbound Sales Rep
20/20 Tax Resolution
01.2021 - 04.2021
- Made outbound calls to business's or individuals who had outstanding IRS or State tax liens
- Determine if our services were of assistance to them
- Transfer them to an agent who is licensed to work directly with the IRS
Recovery Specialist
Specialized Loan Servicing
05.2012 - 10.2020
- Managed a portfolio of charged off 2nd mortgages
- Assisted customers with options to get accounts up to date or attempt a short sale or negotiated pay off
- Handled foreclosures negotiations on defaulted 1st and 2nd mortgages
Sr Recovery Loan Servicing Agent
Citigroup/Santander Consumer USA
08.2005 - 05.2012
- Managed a portfolio of charged off 2nd mortgages
- Assisted customers with options to get accounts up to date or attempt a short sale or negotiated pay off
- Handled foreclosures on defaulted 1st and 2nd mortgages
Education
Associates in Computer Networking Engineering -
Westwood College of Technology
01.2002
Skills
- Serve customer needs
- Verify agreements
- Calculate payments
- Analyze financial histories
- Multitasking
- Collaboration
- Verbal communication
- Creative thinking
- Relationship Building
- Regulatory compliance
- Document analysis
- Bilingual
- Customer Service
- Call center experience
- Inbound Customer Service
Personal Information
Willing To Relocate: Anywhere
Timeline
Customer Care Representative
Cornerstone Home Lending, Inc.
01.2024 - Current
Rental Associate
Hertz
06.2023 - 10.2023
Loan Consultant
Lendmark Financial Services
03.2023 - 05.2023
Collections Agent
United Resource Systems
02.2023 - 03.2023
Opener
Phoenix Financial Group
05.2022 - 08.2022
Servicing
Pivot Servicing Group
11.2021 - 02.2022
Business Retention Specialist
Comcast
06.2021 - 08.2021
Out bound phone Rep
Sequoia Tax Resolution
04.2021 - 06.2021
Outbound Sales Rep
20/20 Tax Resolution
01.2021 - 04.2021
Recovery Specialist
Specialized Loan Servicing
05.2012 - 10.2020
Sr Recovery Loan Servicing Agent
Citigroup/Santander Consumer USA
08.2005 - 05.2012
Associates in Computer Networking Engineering -
Westwood College of Technology
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