Dorothy Swan
Tonawanda,NY
Summary
Results‑driven leader with 10+ years of experience in high‑volume, goal‑oriented call center environments. Naturally motivated and collaborative, partnering with peers and management to support department growth and performance excellence. Highly accountable and analytical, with a strong focus on metric‑based results. Known for thriving under pressure and consistently achieving challenging performance goals.
Overview
23
23
years of professional experience
Work History
Loss Mitigation Liason I
M&T Bank
Getzville, NY
03.2025 - Current
- Manage inbound and outbound communication for a portfolio of delinquent mortgage borrowers, ensuring full compliance with federal and state collection regulations.
- Address borrower inquiries and accurately document all interactions within the mortgage servicing system.
- Interpret investor waterfall guidelines, collect borrower financials, and assist customers in completing loss mitigation documentation.
- Explain loss mitigation decisions—including approvals, denials, rationale, and next‑step options such as appeals or re‑application.
- Educate borrowers on liquidation alternatives and the foreclosure process when appropriate.
- Adhere to compliance and operational risk controls in alignment with company and regulatory standards.
- Promote a culture of belonging consistent with the M&T Bank brand.
- Perform additional responsibilities as assigned.
Hair Stylist/Salon Owner
Dottie Swan Buffalo Hair Stylist
Buffalo, NY
10.2018 - Current
- Provided expert hairstyling services, including cutting, coloring, and styling for diverse clientele.
- Developed customized hair care recommendations based on individual client needs and preferences.
- Trained junior stylists in advanced techniques and best practices to enhance service quality.
- Managed inventory of hair products and tools, ensuring availability for seamless operations.
Collections Manager
The Northstar Companies
Cheektowaga, NY
06.2009 - 06.2013
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the
recovery process. - Trained and mentored new employees on collection methods, documentation requirements and
performance strategies. - Streamlined collections procedures for increased productivity and reduced manual efforts.
- Maintained compliance with federal, state, and local regulations governing debt collections
practices. - Created comprehensive reports on collection activities, highlighting key performance indicators
and areas for improvement. - Accessed credit records to evaluate customer credit histories.
- Analyzed financial data to identify trends, risks, and opportunities for improved collections strategies.
- Documented interactions in computer database and updated information.
Collections Manager
Capital Management Services
Buffalo, NY
07.2003 - 06.2009
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Streamlined collections procedures for increased productivity and reduced manual efforts.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
- Accessed credit records to evaluate customer credit histories.
- Analyzed financial data to identify trends, risks, and opportunities for improved collections strategies.
- Documented interactions in computer database and updated information.
Education
Cosmetology Certificate - Cosmetology
Erie BOCES
Buffalo, NY10-2018
Skills
- Assertiveness
- Mediation skills
- Influencing skills
- Representative experience
- Exceptional organization
- Performance metrics monitoring
- Staff training
- Performance tracking
- Analytics reporting
- Strong communication
Timeline
Loss Mitigation Liason I
M&T Bank
03.2025 - Current
Hair Stylist/Salon Owner
Dottie Swan Buffalo Hair Stylist
10.2018 - Current
Collections Manager
The Northstar Companies
06.2009 - 06.2013
Collections Manager
Capital Management Services
07.2003 - 06.2009
Cosmetology Certificate - Cosmetology
Erie BOCES