Constance Miller
Dallas
Summary
Professional loss mitigation expert with robust experience in assessing financial risks and developing strategic solutions. Skilled in loan restructuring, negotiation, and compliance with regulatory standards. Strong focus on team collaboration and achieving impactful results, adapting seamlessly to changing needs. Recognized for analytical skills, problem-solving abilities, and integrity in high-stakes environments.
Overview
16
16
years of professional experience
Work History
Loss Mitigation Specialist
NewRez
06.2024 - Current
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Achieved successful loan modifications through diligent analysis of borrower financial information and negotiation with lenders.
- Discussed property liquidation options with customers.
- Streamlined the loss mitigation application process for clients, resulting in increased efficiency and better outcomes for both borrowers and lenders.
- Maintained strong relationships with external partners such as attorneys, real estate agents, and mortgage servicers to facilitate seamless cooperation during the loss mitigation process.
- Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
- Assisted with short sales and deed in lieu processes.
- Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.
- Provided reinstatement and payoff quotes to clients.
- Contributed to departmental performance metrics by consistently meeting or exceeding established goals for successful loan modifications, short sales, and other loss mitigation solutions.
- Helped customers navigate options to maintain homeownership.
- Coordinated foreclosure prevention efforts, facilitating timely communication between borrowers, lenders, and legal counsel.
Auto Collection Agent
Chacon Autos
10.2023 - 04.2024
- Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
- Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
- Reconciled debtor accounts regularly by verifying payments made against outstanding balances as well as resolving discrepancies when necessary.
- Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
- Managed a large portfolio of accounts, prioritizing action based on risk level and potential revenue recovery.
- Reduced bad debt losses through proactive collection efforts and accurate account monitoring.
- Identified and contacted customers with overdue accounts to address payment status.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Collected on delinquent accounts to reduce overdue balances.
Mortgage Default Specialist
First American Mortgage Solutions
09.2020 - 08.2023
- Enhanced client satisfaction through prompt resolution of delinquency issues and proactive communication with borrowers.
- Fostered strong relationships with clients, vendors, and colleagues through effective communication and collaboration in addressing mortgage default challenges.
- Conducted thorough loan reviews to identify potential default risks and recommend appropriate action plans.
- Served as liaison between borrowers, attorneys, title companies, and other stakeholders during foreclosure proceedings for seamless case management.
- Consistently met or exceeded established goals related to loss mitigation, delinquency resolution, and borrower satisfaction.
- Negotiated mutually beneficial workout solutions with borrowers, including loan modifications, forbearance agreements, and short sales.
- Reduced mortgage default rates by implementing effective loss mitigation strategies and consistent follow-up procedures.
- Trained new hires in mortgage default procedures, contributing to a knowledgeable and efficient team environment.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Established relationships with customers to encourage payment of delinquent accounts.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Analyzed customer financial records to determine appropriate payment plan.
- Assisted borrowers in navigating the loss mitigation application process by providing clear guidance and support throughout the experience.
Auto Collector
Exeter Finance
08.2017 - 09.2020
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Evaluated, researched and resolved discrepancies.
- Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
- Negotiated to collect balance in full.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Used skip tracing and other techniques to locate debtors.
- Used probing techniques to determine debtors' reasons for delinquency.
Home Retention Specialist
BOK Financial
12.2016 - 04.2017
- Collaborated with loss mitigation specialists to develop personalized action plans for homeowners facing financial difficulties.
- Coordinated closely with legal teams to ensure compliance with federal and state regulations pertaining to mortgage loans and foreclosure prevention practices.
- Developed tailored case management strategies for each homeowner based on their unique circumstances and objectives.
- Provided support to clients throughout the entire home retention process, ensuring they were well-informed and empowered to make informed decisions.
- Streamlined communication between clients, banks, and loan servicers to expedite resolution of home retention cases.
- Conducted comprehensive assessments of clients'' financial situations to determine eligibility for various assistance programs.
- Established strong rapport with clients by demonstrating empathy and understanding while addressing their concerns related to home retention matters.
- Assisted clients in navigating loan modification processes, resulting in successful modifications and reduced financial strain.
- Improved customer satisfaction by providing timely and efficient solutions to home retention issues.
Mortgage Collector
Capital One
06.2016 - 11.2016
- Enhanced team efficiency by providing training and guidance to new mortgage collectors.
- Maintained compliance with federal, state, and industry regulations during all collection activities, mitigating potential risks for the company.
- Contributed to loss mitigation efforts by identifying opportunities for loan modifications or other repayment solutions.
- Promoted a culture of continuous improvement within the team by sharing insights gathered from successful collection strategies.
- Increased recovery rates through proactive account management and consistent follow-up with delinquent borrowers.
- Negotiated payment arrangements, resulting in increased on-time payments and reduced defaults.
- Streamlined collection processes by organizing and maintaining detailed records of borrower accounts.
- Built strong relationships with borrowers by demonstrating empathy and understanding during financial hardship discussions.
- Reduced delinquency rates by implementing effective communication strategies with borrowers.
- Responded to customer inquiries and provided detailed account information.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Customer Retention Specialist
Bayview Asset Management
10.2015 - 04.2016
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Adhered to appropriate legal scripting when required.
- Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.
- Streamlined communication channels for increased efficiency in addressing customer concerns.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
Loss Mitigation Specialist
GreenTree Servicing Dba Ditech Financial
07.2012 - 07.2015
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Achieved successful loan modifications through diligent analysis of borrower financial information and negotiation with lenders.
- Streamlined the loss mitigation application process for clients, resulting in increased efficiency and better outcomes for both borrowers and lenders.
- Assisted with short sales and deed in lieu processes.
- Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.
- Helped customers navigate options to maintain homeownership.
- Mitigated potential losses by proactively identifying early warning signs of borrower distress and initiating appropriate interventions.
- Assessed loan portfolios for compliance with underwriting policies.
Home Retention Specialist
Bank of America
11.2010 - 04.2012
- Collaborated with loss mitigation specialists to develop personalized action plans for homeowners facing financial difficulties.
- Coordinated closely with legal teams to ensure compliance with federal and state regulations pertaining to mortgage loans and foreclosure prevention practices.
- Streamlined communication between clients, banks, and loan servicers to expedite resolution of home retention cases.
- Assisted clients in navigating loan modification processes, resulting in successful modifications and reduced financial strain.
- Maintained detailed records of all client interactions, ensuring accurate documentation for future reference and reporting purposes.
- Conducted ongoing evaluations of clients'' financial situations, adjusting strategies as necessary based on new information or circumstances.
- Facilitated productive relationships between homeowners, loan servicers, and other relevant parties in pursuit of mutually beneficial outcomes.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Negotiated loan terms and conditions with customers to secure best deal.
Mortgage Collector
JPMorgan Chase
02.2009 - 06.2010
- Enhanced team efficiency by providing training and guidance to new mortgage collectors.
- Maintained compliance with federal, state, and industry regulations during all collection activities, mitigating potential risks for the company.
- Improved borrower satisfaction through timely and accurate responses to inquiries.
- Evaluated credit reports to assess borrower risk, making informed decisions regarding loan restructuring options.
- Increased recovery rates through proactive account management and consistent follow-up with delinquent borrowers.
- Negotiated payment arrangements, resulting in increased on-time payments and reduced defaults.
- Streamlined collection processes by organizing and maintaining detailed records of borrower accounts.
- Achieved monthly targets consistently while adhering to all ethical and legal guidelines, showcasing commitment to excellence in mortgage collections.
- Reduced delinquency rates by implementing effective communication strategies with borrowers.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Education
Associate of Applied Science - Pre Law
Navarro College
Corsicana, TXHigh School Diploma -
Justin Ford Kimball High School
Dallas, TX05-2004
Skills
- Default management
- Collections experience
- Negotiation expertise
- Coordinating records
- Foreclosure prevention
- Loan modification
- Portfolio management
- Data interpretation
- Foreclosures experience
- Mortgage servicing
- Customer service
- Problem-solving
Timeline
Loss Mitigation Specialist
NewRez
06.2024 - Current
Auto Collection Agent
Chacon Autos
10.2023 - 04.2024
Mortgage Default Specialist
First American Mortgage Solutions
09.2020 - 08.2023
Auto Collector
Exeter Finance
08.2017 - 09.2020
Home Retention Specialist
BOK Financial
12.2016 - 04.2017
Mortgage Collector
Capital One
06.2016 - 11.2016
Customer Retention Specialist
Bayview Asset Management
10.2015 - 04.2016
Loss Mitigation Specialist
GreenTree Servicing Dba Ditech Financial
07.2012 - 07.2015
Home Retention Specialist
Bank of America
11.2010 - 04.2012
Mortgage Collector
JPMorgan Chase
02.2009 - 06.2010
Associate of Applied Science - Pre Law
Navarro College
High School Diploma -
Justin Ford Kimball High School
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