Emmanuel Hutchinson
Call Center Management
Maricopa,AZ
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
19
19
years of professional experience
Work History
Experience , Program Manager Sr
Cenlar FSB
Phoenix, AZ
10.2021 - 10.2022
- Collaborated with development teams, internal customers, and business line management to verify delivery of desired risk requirements for investor.
- draft management action plan (MAP) to remediate legal risk that investor, internal audit or business identified
- Trained risk team in issues management to accomplish set goals and benchmarks.
- Conducted audit inspections and independent checks to ensure milestones and target dates were achieved
Vendor Liaison Manager
Cenlar FSB
Phoenix, AZ
01.2021 - 09.2021
- Directed, a team of 2 managers, 5 mortgage Supervisors overseeing 50 mortgage agents with responsibility for 1-29 and 30+ days delinquency through automated dialer system
- Responded to inquiries from internal management and outside clients immediately, facilitating quick resolution of issues.
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Default Mortgage Supervisor
Cenlar FSB
Phoenix, AZ
11.2016 - 12.2020
- Supervise and monitor day-to-day operations of 20+ collection representatives inbound/outbound dialer ensuring department KPI's are achieved
- conduct mid-month, monthly reviews and quality assurance monitoring to ensure agents are passing QA at 95% or higher
- Perform account reviews on pipeline to ensure all work is completed including 2nd talk offs and skip tracing efforts
- Interviewed borrowers by telephone or in-person to gather financial information and review for loss mitigation programs available
Default Management Team Leader
Cenlar FSB
Phoenix, AZ
03.2016 - 11.2016
- Handled escalated inbound and outbound calls
- Coach agents on procedural changes, QA and FDCPA violations through side by side monitoring, and in person coaching
- Produced weekly/monthly reports for agents that help determine their kpi performance and tasks opened and closed within timelines
- Perform all Supervisor duties while supervisor not in office
Default Mortgage Supervisor
Ditech Financial Services
Phoenix, AZ
08.2013 - 03.2016
- Supervised 8-15 collections representatives in a fast-paced call center environment,
- Provided guidance and feedback to staff in daily and weekly team meetings and monthly one downs
- Conducted new hire interviews and provide recommendation for employment, take escalated calls and resolve customer complaints,
- Responded to all customer/attorney and regulatory agency complaints
- Helped integrate MSP and UCSE system to encourage new growth from investors Freddie Mac and Fannie Mae
Mortgage Account Manager
Green Tree Servicing
Phoenix, AZ
09.2011 - 08.2013
- Utilized superior negotiation skills to obtain payment arrangements best suited for our company and the Borrower
- Made contact with borrower to resolve recurring problems and collect past due balances and offer assistance if needed
- Communicate with all attorneys and authorized third parties retained by borrower to start loss mitigation options or foreclosure alternatives
Modification specialist
Foreclosure Bank of America
Phoenix, AZ
08.2010 - 09.2011
- Processed loans within various departments to achieve timely, accurate, and fair proceedings.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Submitted reapplication review when borrower, Attorney or 3rd party would call in and were advised of decline decision
- Requested postponements on foreclosure proceedings and extensions on receiving documents
Mortgage Collections Account Manager
Citi Mortgage
Phoenix, AZ
11.2009 - 08.2010
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Made daily contact with customers to collect past due balances and/or resolve recurring problems
- discussed customers financials and offered repayment options best suited for our company and the investor
- manage personal queue of 350 accounts and ensure 100 % saturation daily
Late-Stage Collections Account Manager
Citi Cards
Tucson, AZ
01.2005 - 11.2009
- Reduced net credit loss by collecting on past due Sears credit card accounts 90 – 120 days delinquent
- Negotiated payment arrangements with clients: including programs and settlements
- Educated clients on how to meet their obligations and advise of the importance of being in good standing with creditors and how to avoid possible charge-offs
- Used fast-data system used for locating clients in need of skip tracing
Site Manager
City of Tucson Parks and Recreation
Tucson, AZ
07.2004 - 11.2007
- Manage after school program of 80-100 children
- Develop a team of 8-10 individuals to be responsible of 10 children each
- Maintain records and logs of medicine, work performed and materials and equipment used.
- conduct monthly staff and parent meetings to convey program updates and children behavior
- implemented and facilitated quarterly events/ field trips for children and parents in program
Sales Team Manager
CSP Industries
Tucson, AZ
06.2003 - 01.2005
- Managed, developed and coached a team of 10 sales people
- Managed monetary exchanges for business done in the field daily
- Managed team's productivity and product sales through spreadsheets and inventory data base
- Created sales and incentives contest to drive agent performance
Education
Tucson High Magnet School
Skills
- Departmental Operations
- Team Leadership
- Vendor Management
- High-Pressure Environments
- Staff Management
- Operational Efficiency
Languages
Spanish
Native or Bilingual
Timeline
Experience , Program Manager Sr
Cenlar FSB
10.2021 - 10.2022
Vendor Liaison Manager
Cenlar FSB
01.2021 - 09.2021
Default Mortgage Supervisor
Cenlar FSB
11.2016 - 12.2020
Default Management Team Leader
Cenlar FSB
03.2016 - 11.2016
Default Mortgage Supervisor
Ditech Financial Services
08.2013 - 03.2016
Mortgage Account Manager
Green Tree Servicing
09.2011 - 08.2013
Modification specialist
Foreclosure Bank of America
08.2010 - 09.2011
Mortgage Collections Account Manager
Citi Mortgage
11.2009 - 08.2010
Late-Stage Collections Account Manager
Citi Cards
01.2005 - 11.2009
Site Manager
City of Tucson Parks and Recreation
07.2004 - 11.2007
Sales Team Manager
CSP Industries
06.2003 - 01.2005
Tucson High Magnet School
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