Dominique Ross
Fort Worth,TX
Summary
Experienced onboarding and training specialist with over 10 years of expertise in the financial services industry. Skilled in building strong client relationships, providing exceptional team leadership, and ensuring compliance. Demonstrated success in increasing client retention by 15% and reducing foreclosure rates by 10% over a three-year period. Proven ability to lead teams, drive performance improvements, and streamline processes for remarkable results in a matter of months.
Experienced with mortgage collections, specializing in managing delinquent accounts and negotiating payment solutions. Utilizes effective communication and problem-solving strategies to resolve complex cases. Track record of maintaining compliance with industry standards and fostering positive customer interactions.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Onboarding and Training Specialist
Your Tax and Credit Doctor
11.2016 - Current
- My job was to train new tax preparers on software
- Supervised customer service team, maintaining exceptional service standards.
- Managed client inquiries and resolved complex tax-related issues
- Implemented training programs to improve staff performance and client satisfaction
- Enhanced engagement with clients, resulting in 15% higher retention rates.
- Utilized problem-solving techniques to quickly resolve escalated issues from customers.
- Coached and provided feedback to staff to improve performance and achieve company objectives.
- Recruited and trained employees, fostering customer service mission and objectives.
- Led a team of customer service representatives, utilizing problem-solving techniques to resolve complex issues, resulting in a 15% increase in client retention over 3 years.
- Full-time
Bankruptcy Case Manager
Santander Consumer USA
10.2014 - 09.2018
- Oversaw auto bankruptcy cases, offering support in all stages of the process.
- Coordinated with legal and financial departments to resolve bankruptcy-related issues
- Developed strategies to minimize losses and improve recovery rates.
- Collaborated with trustees to review creditors' claims against a debtor's estate.
- Ensured adherence to court orders by monitoring client account activities.
- Optimized compliance procedures for streamlined management of legal cases.
- Implemented a client support strategy that focused on proactive communication, resulting in a notable increase in client trust and retention.
Loss Mitigation/Foreclosure Specialist
Green Tree Mortgage
01.2007 - 09.2014
- Managed foreclosure procedures, maintaining adherence to state and federal guidelines.
- Collaborated with legal teams to expedite foreclosure proceedings
- Assisted clients in understanding foreclosure alternatives, reducing foreclosure rates by 10%.
- Reviewed borrower financial data to determine qualification for loan modifications.
- Coordinated the legal process for all stages of foreclosure proceedings from initial filing through final sale.
- Led a team to improve service delivery, fostering a collaborative environment that resulted in a significant boost in team performance and client retention.
Education
High School Diploma - undefined
Theresa B Lee Academy
Bachelor Of Administrative Studies - Paralegal Studies in Criminal Justice
University of Phoenix
Tempe, AZCurrent student - Paralegal Studies
University Of Phoenix
04.2025
Skills
- Auto bankruptcy and loss mitigation expertise
- Customer relationship management (CRM)
- Excellent time management skills
- Knowledge of tax preparation and regulations
- Leadership and team management
- Onboarding and Orientation
- Problem-solving and conflict resolution
- Proficient in Microsoft Office Suite and CRM
- Research and due diligence software
- Strong communication and interpersonal skills
- Collections processing
- Account management
- Skip tracing
- Critical thinking
- Document accuracy
- Computer software proficiency
- Data collection
Certification
- Certified Tax Preparer
- Training in Foreclosure and Bankruptcy Procedures
Timeline
Onboarding and Training Specialist
Your Tax and Credit Doctor
11.2016 - Current
Bankruptcy Case Manager
Santander Consumer USA
10.2014 - 09.2018
Loss Mitigation/Foreclosure Specialist
Green Tree Mortgage
01.2007 - 09.2014
High School Diploma - undefined
Theresa B Lee Academy
Current student - Paralegal Studies
University Of Phoenix
Bachelor Of Administrative Studies - Paralegal Studies in Criminal Justice
University of Phoenix
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