Debra Lugo
Tempe,AZ
Summary
Adept at document management and fostering relationships, Significantly enhanced data accuracy at American Express. Skilled in analytical reasoning and exceptional telephone etiquette, Excelled in mitigating losses and streamlining financial processes. My proactive approach in collections and customer assistance consistently improved client satisfaction and operational efficiency.
Overview
45
45
years of professional experience
Work History
Collections/Loss Mitigation Advocate
Cenlar FSB
Tempe, AZ
11.2016 - 12.2024
- Responsible for handling inbound and outbound of mortgage collection inquiries.
- Providing financial counseling and offering loss mitigation assistance with solutions to avoid foreclosures based on their financial hardship such as repayment plans, forbearances, loan modifications, short sale, deed-in-lieu.
- Assisted with applications and collection of documentation.
- Maintained positive relationships with community to build and nurture dynamic partnerships.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.
Collections Agent
JPMorgan Chase
Phoenix, AZ
08.2010 - 08.2016
- Worked in call center environment handling inbound calls, manual and automatically dialed outbound calls.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Processed payments and applied to customer balances.
- Managed past due collection calls, negotiated payment arrangements, skip tracing, outside collections agency coordination and litigation activities.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
Customer Assistance Specialist
JPMorgan Chase
Phoenix, AZ
08.2010 - 08.2016
- Managed a high volume of calls while maintaining professionalism and empathy toward each customer's unique needs.
- Single point of contact for customers in default with their mortgage and provided loss mitigation options to avoid foreclosure.
- Ensured all needed documents and verbal clarification was obtained prior to submission of files to underwriting for review of workout options.
- Maintained proper service level adherence for compliance.
Accounting Clerk Assistant
American Express
Phoenix, AZ
11.2000 - 08.2009
- Maintained a well-organized filing system for efficient retrieval of financial documents upon request.
- Provided key clerical of logging,keying, scanning of monthly bank statements. Processing of file transfers for bank transactions, bank deposits and returned checks.
- Assisted in the preparation of accurate financial statements by thoroughly organizing and analyzing data.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Research and contact of branch offices for support when needed to clear accounts to balance and submit month-end journal entries.
- Reconciled bank accounts with updated information and preparation of journal entries for month-end posting.
General Clerk
American Express
Phoenix, AZ
08.1979 - 11.2000
- Reduced errors in data entry by carefully inputting information and verification of data into computer systems with attention to detail.
- Examined documents and materials, recorded changes in data and determined proper indexing or processing tasks to support office filing procedures.
- Improved data accuracy by diligently maintaining records and updating information in databases.
- Contributed to a positive work environment through excellent interpersonal skills and collaborative teamwork efforts.
- Expedited document processing by skillfully utilizing office equipment such as scanners, copiers, and fax machines.
Education
High School Diploma - General Studies
East High School
Phoenix, AZ05.1979
Skills
- Document filing
- Analytical reasoning
- Active listening
- Document management
- Written communication
- Attention to detail
- Judgement and decision making
- Building trust and relationships
- Effective multitasking
- Establishing effective relationships
- Exceptional telephone etiquette
Timeline
Collections/Loss Mitigation Advocate
Cenlar FSB
11.2016 - 12.2024
Collections Agent
JPMorgan Chase
08.2010 - 08.2016
Customer Assistance Specialist
JPMorgan Chase
08.2010 - 08.2016
Accounting Clerk Assistant
American Express
11.2000 - 08.2009
General Clerk
American Express
08.1979 - 11.2000
High School Diploma - General Studies
East High School