Summary
Overview
Work History
Education
Skills
Awards And Commendations
Websites
Timeline
Hi, I’m

Eric Jon Simmons

Finance/Mortgage/ Real Estate
Nolanville,TX
Eric Jon Simmons

Summary

With over 20 years of extensive experience in financial services management, real estate finance, call center operations, consumer direct lending, government contracting, and project management, I have established myself as a dependable and organized leader. I excel in effectively overseeing multiple teams and projects simultaneously. My passion for my work, combined with a strong dedication to excellence and a robust work ethic, propels my achievements. I bring a distinctive blend of strategic insight, business savvy, sales leadership, program management, and a range of financial solutions. I am committed to successfully meeting various contractual and organizational objectives. My exceptional listening and communication abilities have enabled me to thrive as a servant leader in areas such as leadership, mortgage sales and operations, call center management, project administration, and business development.

Overview

24
years of professional experience

Work History

RP Professional Services
Little Rock, AR

Onsite Supervisor
04.2022 - Current

Job overview

  • Managed a team of 15 to 20 contractors remotely, fostering a supportive atmosphere.
  • Functional experience with SBA internal systems: CAFS, SCEPTAR, and PPP PLATFORM for project-related assignments.
  • Maintained up-to-date staffing records for assigned SBA prime and sub-prime contractors.
  • Actively participated in and managed team members assigned to SBA projects, including call center intake and resolution projects, congressional inquiries projects, hold-code projects, servicing PPP loans, and internal projects within the SBA (OCA) of the Small Business Administration.
  • Manage team members effectively.
  • Managed operational responsibilities with SBA staff, contracting and subcontracting workforce.
  • Demonstrated ability to work independently by establishing work priorities.
  • Effectively work with the RP and SBA Program Manager, and designated employees, to understand project needs.
  • Ensure schedules and timekeeping are correct in the Timekeeping system and other SBA systems as needed.
  • Oversight of the SBA's servicing center (contractors) should include a remote workforce formed of loan processing assistants, loan specialists, and general clerks, all critical to the success of the SBA.
  • Ensured annual SBA security training (Security-Regulatory Compliance) for remote contractors, which includes adherence to SBA security policy and procedures.
  • Consistently proves strong decision making, analysis and communication skills; a critical thinker with the ability to manage conflict and conflict resolution
  • Communicates effectively with internal SBA leadership, including platform supervisors and technical support, guaranteeing adherence to SBA internal procedures (operational guidelines, Microsoft Teams, and SBA technical support policies).
  • Ensure prompt and prompt resolution of problems or issues associated with contract performance, in close coordination with the RP Program Manager and SBA leadership.
  • Provide support to the SBA project as requested by the staff and customers, including monthly status reports and bi-weekly assessment reports.
  • Performs general management duties, exercising usual authority concerning staff, performance evaluations, timesheet approvals, schedule changes, and project assignments.
  • Coordinate with the Program Manager for the escalation of employee performance matters, to include performance improvement plans.
  • Functional experience with SBA internal systems: CAFS, SCEPTAR, and PPP PLATFORM for project-related assignments.
  • Maintained up-to-date staffing records for assigned SBA prime and sub-prime contractors.
  • Managed team members handling SBA projects such as call center intake, resolution tasks, and congressional inquiries.
  • Provided guidance to staff members regarding job duties and expectations.
  • Created detailed reports outlining daily activities, progress updates, and any issues requiring resolution.
  • Participated in weekly meetings with upper management to discuss operational objectives.
  • Resolved conflicts between personnel and customers in an efficient manner.
  • Monitored employee performance, providing feedback as needed to improve overall productivity.
  • Maintained positive working relationship with fellow staff and management.

Highlight Technologies
Little Rock, AR

Onsite Supervisor
07.2020 - 04.2022

Job overview

  • Leads a team of up to 20 to 25 SBA contractors remotely, with integrity, creating an environment where employees feel valued and supported.
  • Perform as the Manager and administrative point of contact for team members.
  • Lead new hire onboarding and training delivery (remotely) for new SBA contractors by coordinating and leading various SBA training delivery programs for contractor new hires.
  • Daily operational tasks include managing strong internal relationships with the SBA contracting and subcontracting workforce, with a strong focus on oversight of SBA compliance call center operations.
  • An initiative-taker with the ability to work without direct supervision proves work priorities and efficiently manages time to meet assigned deadlines.
  • Ensure schedules and timekeeping are correct and accurate for SBA billable hours managed timekeeping.
  • Oversight of the SBA's servicing center assigned contractors to include a remote workforce formed of loan processing assistants, loan specialists, and general clerks, all critical to the success of the SBA.
  • Ensured annual SBA security training (Security-Regulatory Compliance) for remote contractors, which includes adherence to SBA security policy and procedures.
  • Communicates effectively with internal SBA leadership, including platform supervisors and technical support, guaranteeing adherence to SBA internal procedures (operational guidelines, Microsoft Teams).
  • Ensure prompt and prompt resolution of problems or issues associated with contract performance, in close coordination with the Program Manager.
  • Provide support for project deliverables as requested by the staff and customers, including monthly status and staffing reports.
  • Performs general management duties, exercising usual authority concerning staff, performance evaluations, timesheet approvals, schedule changes, project assignments, and recommendations for termination and promotions.
  • Coordinate with HR for the escalation of employee performance matters to include performance improvement plans (PIP), removal, and offboarding notifications to the PM, as necessary.
  • Experienced with SBA internal systems: CAFS, SCEPTAR, and PPP PLATFORM for project-related assignments.
  • Accountable and/or aided with assigned SBA projects (PPP, EIDL, and Call Center), which include managing contractors to ensure adherence to SBA project goals, confirming that they are clearly communicated, and meeting SBA project requirements.
  • Actively participated in and managed team members assigned to SBA projects, including call center intake and resolution projects, congressional inquiry projects, hold-cold projects, servicing PPP loans, 7(a) loans, and managed EIDL projects with OCA and ODA within the Small Business Administration.
  • Provided guidance to staff members regarding job duties and expectations.
  • Participated in weekly meetings with upper management to discuss operational objectives.
  • Resolved conflicts between personnel and customers in an efficient manner.
  • Organized training sessions for personnel on the usage of new technologies or software.
  • Provided ongoing coaching and mentoring services to help learners improve their skillsets.
  • Coordinated with subject matter experts in order to develop comprehensive training content.
  • Maintained accurate records of all completed trainings in the organization's Learning Management System.
  • Performed administrative tasks such as payroll processing, timekeeping management, and employee evaluations
  • Conducted employee evaluations to assess and document performance.

Trinity Oaks Mortgage
Central Texas, TX

Branch Manager
06.2018 - 05.2020

Job overview

  • Successfully managed and operated the Mortgage Branch-Builder Channel Retail Sales environment.
  • Originated and refinanced mortgage loans in retail environments.
  • Conducted home-buying seminars for the public, real estate companies, and builder referral sources.
  • Reviewed, processed, and submitted full mortgage loan packages for underwriting review for approval.
  • Accurately and consistently managed the Mortgage Banking Officer's mortgage pipeline.
  • Trained and supervised staff - mortgage branch sales goals, aims, and sales processes.
  • Successfully performed audit of state and federal mortgage loan compliance requirements.
  • Networked within communities, referral sources for business development opportunities.
  • Reviewed and evaluated loan applications for quality assurance.
  • Held sales coaching sessions; approved, rejected, and coordinated the approval or rejection of real estate mortgage loans and business products.
  • Plan, direct, and coordinate branch sales activities; enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes, and coaching employees on company protocol and payroll operations.
  • Establish and prioritize responsibilities and goals, compared to field and corporate goals.
  • Support property and leasing management, and provide tenant coordination.
  • Generated new referral sources by implementing effective networking and content marketing strategies.
  • Delivered performance updates, quarterly business reviews, and planning meetings.
  • Assisted customers in resolving complex issues related to their mortgages or refinancing options.
  • Maintained knowledge of current laws, regulations, industry trends, technology advancements, competitive products and services. related to the mortgage industry.
  • Ensured timely closings by coordinating with title companies, appraisers, lenders, attorneys, real estate agents and other parties involved in the transaction.
  • Conducted pre-qualification interviews with potential borrowers to assess their financial status.
  • Provided ongoing training sessions for new hires on various aspects of the mortgage process.
  • Managed the daily operations of a team of mortgage loan processors.
  • Monitored incoming applications for accuracy and ensured that all required documents are included in the file prior to submission for underwriting approval.
  • Managed loans from application to submission to closing by coordinating file movements between underwriter, mortgage lender and closing parties.
  • Approved underwriting for consumer loans, lines of credit, and home equity.
  • Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.

Movement Mortgage
Central Texas, TX

Market Leader
11.2016 - 04.2018

Job overview

  • Market Leader/Leadership role: actively recruited, hired, and managed new branches for new market areas.
  • Managed Market P&L for assigned market areas: Killeen, Waco, and Bryan, Texas.
  • Managed a team of three branch managers and ten loan officers in new market areas: Killeen, Waco, and Bryan, Texas.
  • Facilitated the operational process with the corporate office in locating and opening three mortgage branches in assigned new market areas.
  • Determine the approval or decline of overage/underage fee waivers or subsidy requests (Rate Locks)
  • Leadership for market-level branches managed loan officers with complex loan applications (Support), coached, and mentored fifteen staff members by offering constructive feedback and taking an interest in their long-term career growth.
  • Maintained relationships between Realtors and builders; served as an authority on market and industry trends, technologies, and competitors.
  • Research and write thorough, effective, and prompt analytic reports, combining in-depth written summaries with detailed financial and operational information consistent with organization-wide sharing of knowledge (through written reports, charts, graphs, speaking, and formal presentations) on the competition, market trends, and various findings.
  • Coordinate new business projects and expansion strategies.
  • Prepared periodic competitive analysis reports for Texas Market Business Development.
  • Create presentations and add marketing packages for managers, loan officers.
  • Establish and prioritize responsibilities and goals, compared to field and corporate goals.
  • Support property and leasing management, and provide tenant coordination.
  • Generated new referral sources by implementing effective networking and content marketing strategies
  • Delivered performance updates, quarterly business reviews, and planning meetings.
  • Negotiated rates to cut costs and benefit corporate partnerships, and planned strategic brand-building events.
  • Negotiated terms of mortgages with clients to ensure maximum profitability while meeting their needs.
  • Monitored daily operations of the mortgage banking department to identify areas for improvement.
  • Maintained knowledge of current lending regulations to ensure compliance with state and federal laws.
  • Provided consultation on various mortgage programs, including fixed-rate, adjustable-rate, FHA and VA loans, construction loans, and jumbo loans.
  • Reviewed P&L statements to ensure that accurate profit ratio and cost percentage milestones were being met.
  • Analyzed monthly P&L statements to identify opportunities for increasing profits or reducing losses.
  • Conducted interviews, made hiring decisions matching appropriate skill level to job and evaluated team member performance.
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Maintained professional standards in sales and customer relationships and generated leads from internal and external sources.
  • Supported sales team members to drive growth and development.
  • Gained market share in new sales performance through aggressive team training.
  • Resolved customer complaints regarding sales and service.
  • Collaborated with management team to develop program budgets and monitored operations for compliance with regulatory and company guidelines.

BBVA Compass Bank
Austin, TX

Mortgage Banking Officer III, VP
09.2011 - 10.2016

Job overview

  • Consumer Direct Mortgage call center operations.
  • Managed Mortgage Banking Officer sales pipeline, CRM database, and referral contacts.
  • Conducted product and sales training for mortgage sales, call center sales, and B2B sales.
  • Consulted and highly knowledgeable about conventional, government, and portfolio mortgage products, as well as underwriting guidelines.
  • Participated in and co-developed the call quality and sales matrix for BBVA Compass Tele-Sales.
  • Successfully and consistently originated and closed all BBVA Compass Mortgage Real Estate Loan products, including Purchase, Refinance, and Home Equity Lines of Credit.
  • Informed borrowers of needed financials and supporting documentation for residential and investment mortgage lending for both W-2 and self-employed borrowers.
  • Communicated effectively with borrowers, community business referral sources, builders, Realtor associations, and small business associations.
  • Reviewed and familiar with sole proprietorships, general partnerships, limited liability corporations, corporations, and S corporations' tax documentation for mortgage loan approvals.
  • Maintained the highest call quality, #1 rating in the consumer direct lending call center for three consecutive years.
  • Managed and facility call center campaigns.
  • Helped with the development of the call center's operations, quality call flow, and sales training processes.
  • Conducted quality assurance and telephone sales training for up to ten staff members in a call center environment: mortgage, lines of credit, and deposit accounts.
  • Successfully originated and closed $19 to $22 million in mortgage volume over the phone.
  • Originated and refinanced in mortgage loans, both retail and in wholesale lending environments.
  • Conducted home buying presentations, seminars for the public, real estate companies, and builders.
  • Originated Conventional: Conforming, Jumbo, FHA, VA, USDA, and Portfolio Mortgages.
  • Successfully closed the largest mortgage loan in BBVA Compass Consumer Direct Lending history (1.5 million).
  • Analyzed applicants' financial status, credit, and property evaluations to decide on approvals.
  • Educated customers on the variety of loan products and available credit options.
  • Adhered to all federal and state compliance guidelines, compared to retail mortgage lending.
  • Conducted financial literacy training for local non-profit organizations (Community Reinvestment Act)

One West Bank

Maturities and Foreclosure Specialist
08.2010 - 09.2011

Job overview

  • Maintained the current foreclosure status of assigned accounts.
  • Processes foreclosure cases accurately and promptly.

  • Reviewed legal documents to ensure accuracy and compliance with state foreclosure laws.
  • Audited files prior to submitting them to trustees for sale preparation or auction.
  • Prepared court filings, including complaints, motions, affidavits and other pleadings.
  • Negotiated loan modifications with borrowers to avoid costly foreclosure proceedings.
  • Tracked progress of active foreclosures using software programs designed specifically for this purpose.
  • Attended trustee sales throughout the region as needed in order to represent clients' interests.
  • Monitored loans and accounts payable to confirm payments are current.
  • Calculated and prepared reinstatement, payoff figures, and other debt information for company attorneys.
  • Monitor borrower delinquencies to resolve payment problems and other borrower-related issues.
  • Collected customer feedback, and made process changes to exceed customer satisfaction goals.
  • Addressed customer service inquiries in a prompt and correct fashion.
  • Developed effective relationships with all call center departments through clear communication.
  • Worked with upper management to ensure that proper changes were made to improve customer satisfaction.
  • Provided cross-training to four staff members.
  • Aided by the development of the call center's operations, quality, and training processes.
  • Led a team of customer service representatives to increase service center profitability.
  • Provided correct and accurate information in response to customer inquiries.

Military Mortgage
Killeen, TX

Branch Manager
01.2008 - 01.2009

Job overview

  • Directly responsible for providing leadership to 5 loan officers, with emphasis on coaching and developing branch staff.
  • Lead by example in coaching and motivating branch employees on teamwork, superior customer service, and creating a sales and service culture within the branch.
  • Conduct one-on-one coaching sessions with individual employees to improve sales skills and behaviors.
  • Facilitate weekly sales and service meetings.
  • Prepared, executed, and oversaw financial management aligned with branch budget within the credit union's strategic long-range plan.
  • Analyzed employee performance, suggested salary changes, and offered necessary training.
  • In consultation with the Branch Operations Manager and the Human Resources Manager, hire, promote, transfer, dismiss, or change the status of employees.
  • Develop and maintain relationships with internal partners, such as Loan Officers, processing staff, underwriting, and area and regional leadership.
  • Ensure that the branch is in compliance with all laws, regulations, and practices.
  • Coordinated efforts with Internal Audit Manager for ensuring compliance standards.
  • Manage and analyze the security and safety of the branch. Ensure security procedures are followed, and staff are properly trained.
  • Work closely with the Marketing Department by recommending, developing, and implementing promotional activities within your market.
  • Assist loan officers with sign-ups and community events in order to represent the mortgage company, promote goodwill, generate new business, and build relationships within the community.
  • Seek new opportunities to promote mortgage services with other companies and organizations.
  • Managed staff scheduling, hiring and training processes.
  • Performs other duties as requested or required.
  • Participated in community events to promote brand awareness.
  • Monitored financial performance of the branch on a monthly basis.
  • Facilitated weekly meetings with staff members to discuss progress on current initiatives.
  • Provided feedback on employee performance evaluations conducted by supervisors.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Managed and inspired team members to perform to full potential, driving branch profitability.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Planned work schedules to maintain adequate staffing levels.
  • Reviewed credit histories, income statements, and other financial information of loan applicants.
  • Approved or denied loan applications based on established guidelines.
  • Verified accuracy of loan documents prior to approval.
  • Prepared reports detailing loan portfolio performance metrics.
  • Attended periodic training sessions related to consumer lending operations.
  • Provided customer service support throughout the entire process from application through closing.
  • Interacted with underwriters, appraisers, title companies. during the processing of a loan application.
  • Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
  • Delivered high levels of customer service to facilitate smooth processes.
  • Managed pipeline for originated loans through closing and complete required management reports.
  • Tracked and managed new leads and followed up on referral business.
  • Reviewed loan agreements to confirm completeness and accuracy.
  • Educated customers on variety of loan products and available credit options to promote valuable decision-making.
  • Met with applicants to obtain information for loan applications and answer questions about process.
  • Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.

TNC Lending
Copperas Cove, TX

Branch Manager
01.2005 - 01.2008

Job overview

  • Directly responsible for providing leadership to loan 3 officers, with emphasis on coaching and developing branch staff.
  • Lead by example in coaching and motivating branch employees on teamwork, superior customer service, and creating a sales and service culture within the branch.
  • Conduct one-on-one coaching sessions with individual employees to improve sales skills and behaviors.
  • Facilitate weekly sales and service meetings.
  • Prepared, executed, and oversaw financial management aligned with branch budget within the credit union's strategic long-range plan.
  • Analyzed employee performance, suggested salary changes, and offered necessary training.
  • In consultation with the Branch Operations Manager and the Human Resources Manager, hire, promote, transfer, dismiss, or change the status of employees.
  • Develop and maintain relationships with internal partners, such as Loan Officers, processing staff, underwriting, and area and regional leadership.
  • Ensure that the branch is in compliance with all laws, regulations, and practices.
  • Coordinated efforts with Internal Audit Manager for ensuring compliance standards.
  • Manage and analyze the security and safety of the branch. Ensure security procedures are followed, and staff are properly trained.
  • Work closely with the Marketing Department by recommending, developing, and implementing promotional activities within your market.
  • Assist loan officers with sign-ups and community events in order to represent the mortgage company, promote goodwill, generate new business, and build relationships within the community.
  • Seek new opportunities to promote mortgage services with other companies and organizations.
  • Managed staff scheduling, hiring and training processes.
  • Performs other duties as requested or required.
  • Participated in community events to promote brand awareness.
  • Monitored financial performance of the branch on a monthly basis.
  • Facilitated weekly meetings with staff members to discuss progress on current initiatives.
  • Provided feedback on employee performance evaluations conducted by supervisors.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Managed and inspired team members to perform to full potential, driving branch profitability.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Planned work schedules to maintain adequate staffing levels.
  • Reviewed credit histories, income statements, and other financial information of loan applicants.
  • Approved or denied loan applications based on established guidelines.
  • Verified accuracy of loan documents prior to approval.
  • Prepared reports detailing loan portfolio performance metrics.
  • Attended periodic training sessions related to consumer lending operations.
  • Provided customer service support throughout the entire process from application through closing.
  • Interacted with underwriters, appraisers, title companies. during the processing of a loan application.
  • Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
  • Delivered high levels of customer service to facilitate smooth processes.
  • Managed pipeline for originated loans through closing and complete required management reports.
  • Tracked and managed new leads and followed up on referral business.
  • Reviewed loan agreements to confirm completeness and accuracy.
  • Educated customers on variety of loan products and available credit options to promote valuable decision-making.
  • Met with applicants to obtain information for loan applications and answer questions about process.
  • Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.

Countrywide Home Loans
Killeen, TX

Senior Loan Officer
01.2004 - 01.2005

Job overview

  • Originated and closed conventional and government mortgage loans.
  • Calls and visits prospective referral sources for the solicitation of mortgage loans, in accordance with company standards and loan production goals.
  • Assists prospective borrowers in the proper completion of loan applications, provides required disclosures, collects funds for services to be ordered, and gathers necessary support documents from prospective borrowers.
  • Provides customer assistance in the selection of loan programs that best fit their needs, discloses loan terms, and locks in loan interest rates.
  • Develops sales campaigns in alignment with company goals, and coordinates the marketing activities between Mortgage department staff members and the Marketing department.
  • Coordinates with realtors and borrowers by providing answers to any questions on loan status updates, and provides any significant changes to loan terms or closing dates.
  • Coordinates the loan processing efforts by communicating loan status between borrowers and processors.
  • Monitors the loan process to ensure loans close and fund on the date specified by the borrower.
  • Monitored changes in borrower's credit profiles over the life of the loan in order to identify any potential areas of concern or delinquency.
  • Negotiated terms and conditions of loans with clients, including interest rates and repayment plans.
  • Presented complex financial concepts in an easy-to-understand manner for customers who have limited understanding of banking terminology.
  • Developed relationships with prospective borrowers through cold-calling activities and referrals from other sources.
  • Attended networking events and conferences in order to build relationships within the industry.
  • Researched potential new markets for loan product sales opportunities.
  • Performed ongoing analysis of customer needs in order to develop tailored solutions that meet their objectives.
  • Evaluated all relevant documents associated with each loan application prior to submission for approval.
  • Provided guidance to customers regarding loan products, eligibility requirements, application processes, documentation requirements.
  • Participated actively on committees focused on developing strategic initiatives aimed at increasing profitability across various departments within the organization.
  • Maintained strong knowledge base of lending regulations, best practices and industry trends.
  • Ensured accuracy of all data entered into the bank's database system related to loan origination activities.
  • Resolved concerns and answered questions for parties involved with each transaction to promote successful outcomes.
  • Adhered to federal and state compliance guidelines relative to retail mortgage lending.
  • Delivered high levels of customer service to facilitate smooth processes.

Ameri-quest Mortgage
Austin, TX

Mortgage Loan Officer
01.2003 - 01.2004

Job overview

  • Originated and closed conventional and government mortgage loans.
  • Calls and visits prospective referral sources for the solicitation of mortgage loans, in accordance with company standards and loan production goals.
  • Assists prospective borrowers in the proper completion of loan applications, provides required disclosures, collects funds for services to be ordered, and gathers necessary support documents from prospective borrowers.
  • Provides customer assistance in the selection of loan programs that best fit their needs, discloses loan terms, and locks in loan interest rates.
  • Develops sales campaigns in alignment with company goals, and coordinates the marketing activities between Mortgage department staff members and the Marketing department.
  • Coordinates with realtors and borrowers by providing answers to any questions on loan status updates, and provides any significant changes to loan terms or closing dates.
  • Coordinates the loan processing efforts by communicating loan status between borrowers and processors.
  • Monitors the loan process to ensure loans close and fund on the date specified by the borrower.
  • Monitored changes in borrower's credit profiles over the life of the loan in order to identify any potential areas of concern or delinquency.
  • Negotiated terms and conditions of loans with clients, including interest rates and repayment plans.
  • Presented complex financial concepts in an easy-to-understand manner for customers who have limited understanding of banking terminology.
  • Developed relationships with prospective borrowers through cold-calling activities and referrals from other sources.
  • Attended networking events and conferences in order to build relationships within the industry.
  • Researched potential new markets for loan product sales opportunities.
  • Performed ongoing analysis of customer needs in order to develop tailored solutions that meet their objectives.
  • Evaluated all relevant documents associated with each loan application prior to submission for approval.
  • Provided guidance to customers regarding loan products, eligibility requirements, application processes, documentation requirements.
  • Participated actively on committees focused on developing strategic initiatives aimed at increasing profitability across various departments within the organization.
  • Maintained strong knowledge base of lending regulations, best practices and industry trends.
  • Ensured accuracy of all data entered into the bank's database system related to loan origination activities.
  • Resolved concerns and answered questions for parties involved with each transaction to promote successful outcomes.
  • Adhered to federal and state compliance guidelines relative to retail mortgage lending.
  • Delivered high levels of customer service to facilitate smooth processes.

GC Services
Austin, TX

Unit Manager
01.2001 - 01.2003

Job overview

  • Managed a team of 15 to 20 call center collection agents. Developed procedures to ensure timely collection of payments from customers.
  • Trained new staff members on proper collection techniques, policies, and procedures.
  • Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
  • Advised senior management on best practices related to collections policies.
  • Maintained accurate records of all collection activities in accordance with local laws.
  • Implemented automated systems for tracking customer payments and sending reminders when needed.
  • Responded to customer inquiries about billing issues, account status, and payment options.
  • Provided guidance to junior staff members on how to handle difficult customer situations.
  • Monitored team performance metrics such as conversion rate, average time to collect payment.
  • Identified potential areas of improvement in collections process and implemented changes accordingly.
  • Created reports for management on past due accounts and delinquency rates.
  • Collaborated with legal department to initiate litigation against delinquent customers when necessary.
  • Performed research and due diligence to resolve issues.
  • Attended training on credit management and civil court practices to maintain up-to-date knowledge.
  • Researched, evaluated and resolved discrepancies and customer concerns.
  • Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
  • Reached out to customers to discuss late payments and options for remitting amounts due.
  • Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
  • Developed and improved procedures for collection of past due amounts.
  • Monitored calls for quality assurance purposes.
  • Developed processes and systems to improve efficiency within the department.
  • Maintained accurate records of all customer interactions using the company's CRM system.
  • Assigned tasks to agents based on their skillset and availability.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Coordinated staff schedules to ensure optimal coverage during peak hours.
  • Identified areas where additional training was needed among existing staff members.
  • Conducted performance reviews of call center staff and documented results.
  • Participated in hiring interviews and selection process for new team members.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Managed staff scheduling to ensure adequate coverage during peak hours.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Delivered constructive call process feedback.

Education

Champion School of Real Estate
TX

Texas Real Estate License-Active from Real Estate
09-2022

Texas Department of Insurance
TX

Texas Life And Health Insurance License-Active from Insurance
03-2022

Texas Savings and Loan Department
TX

SML Mortgage License-Active
05-2011

Central Texas College
Killeen, TX

Some College (No Degree) from Broadcast Journalism

Skills

  • Project planning
  • Multitasking Abilities
  • Subcontractor management
  • Team Lead
  • Negotiation Skills
  • Personnel Manager
  • Sales Lead
  • Audit
  • Compliance
  • Contract Management
  • Talent Developer
  • Strategic Planner
  • Problem Solver
  • Critical thinker
  • Process Innovation
  • Administrator
  • Master Communicator
  • Project Development
  • Budget forecasting
  • Growth and retention
  • Program Manager
  • Analytical expertise
  • Interpersonal skills
  • Diversity and Inclusion
  • Solution-Focused Microsoft Office Suite
  • Trusted Consultant

Awards And Commendations

  • Highlight/RP Spot Award, 12/2022
  • BBVA Compass Bank: 1 Sales Volume and Quality-Stellar Award, 3 Years consecutive

Timeline

Onsite Supervisor

RP Professional Services
04.2022 - Current

Onsite Supervisor

Highlight Technologies
07.2020 - 04.2022

Branch Manager

Trinity Oaks Mortgage
06.2018 - 05.2020

Market Leader

Movement Mortgage
11.2016 - 04.2018

Mortgage Banking Officer III, VP

BBVA Compass Bank
09.2011 - 10.2016

Maturities and Foreclosure Specialist

One West Bank
08.2010 - 09.2011

Branch Manager

Military Mortgage
01.2008 - 01.2009

Branch Manager

TNC Lending
01.2005 - 01.2008

Senior Loan Officer

Countrywide Home Loans
01.2004 - 01.2005

Mortgage Loan Officer

Ameri-quest Mortgage
01.2003 - 01.2004

Unit Manager

GC Services
01.2001 - 01.2003

Champion School of Real Estate

Texas Real Estate License-Active from Real Estate

Texas Department of Insurance

Texas Life And Health Insurance License-Active from Insurance

Texas Savings and Loan Department

SML Mortgage License-Active

Central Texas College

Some College (No Degree) from Broadcast Journalism

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Eric Jon SimmonsFinance/Mortgage/ Real Estate