Christina Marsh

• As a SPOC Phone Agent l assist borrowers with payment relief programs and help them understand alternative options to foreclosure. My responsibilities will include managing borrower requests through the delinquency process and providing professional customer service while maintaining accurate borrower financial information to determine eligibility for loss mitigation options.
• Reviewed and processed loan modification applications to ensure compliance with regulatory guidelines.
• Conducted outreach to borrowers, effectively communicating loss mitigation programs and solutions available.
• Collaborated with internal departments to streamline workflows and improve overall efficiency in case processing.
• Monitored case progress, ensuring timely resolutions and adherence to company policies.
• Ability to structure mutually beneficial deals for both the borrower and the lender.
• Clear verbal/written communication and empathy for discussing sensitive financial hardships.
• Problem-Solving & Critical Thinking
• Stress Management & Organization
• Loan Modification & Mitigation Options: Knowledgeable in all options
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Regulatory Knowledge: Strong understanding of investor guidelines (e.g., FHA, VA, FNMA) and compliance regulations, including the Fair Debt Collection Practices Act (FDCPA).
• Utilizes creativity in determining and recommending alternative collection or loss mitigation methods such as modifications, short sales, deeds in lieu of foreclosure, reinstatements, in the most cost effective manner
• Contacts mortgagors and others as appropriate to negotiate and arrange resolution of defaulted loans.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Excellent communication skills, both verbal and written.
• Passionate about learning and committed to continual improvement.
• Worked flexible hours across night, weekend, and holiday shifts.

• Managed account reconciliations to ensure accurate payment processing.
• Managed a large portfolio of delinquent accounts, initiating timely and professional borrower contact to resolve past-due balances.

• Negotiated repayment arrangements and settlements in accordance with investor and client guidelines.

• Ensured compliance with all state and federal debt collection regulations.

• Conducted skip tracing and investigative research to locate and contact borrowers and related parties

.• Provided training and mentorship to new collectors, sharing best practices for resolution

.• Handled inbound and outbound calls (200+ daily) in a fast-paced call center environment,consistently exceeding performance goals.