Loan Servicing Specialist
Heather Carson
NW Plus CU
Everett,WA
27
years of professional experience
Loan servicing specialist managing delinquent personal, consumer and mortgage accounts from funding through payoff, including repossessions, charge-offs, and payment adjustments. Maintain accurate records to support customer inquiries and internal reporting. Complete legal and financial tasks through careful organization and sound judgment.
Work History
Loan Servicing Specialist
3 Years- Serviced loans from funding through payoff or charge-off.
- Serviced mortgage loan accounts.
- Supported collections efforts for past-due accounts.
- Researched repayment options for delinquent loans.
- Managed vehicle repossessions for delinquent loans, ensuring compliance with company policies.
- Coordinated repossession scheduling with recovery vendors, sent accounts to auction, tracked remaining balances, issued GAP and warranty refunds, and posted refund activity for secured loans.
- Maintained account files and related records.
- Added force-placed insurance for secured loans without active coverage.
- Posted principal-only payments, repossession charges, and late fees.
- Processed skip-a-payment requests, due date changes, interest-only payments, payoff statements, and routed funds correctly across delinquent and current loans.
- Processed charge-offs for secured and unsecured loans, maintaining accurate records for financial reporting.
- Processed charge-offs for overdrawn checking and savings accounts.
- Maintained mortgage and home improvement loan files and payment records.
- Answered phone calls and emails regarding account questions.
- Processed title releases with Department of Motor Vehicles for paper titles and affidavit in lieu of title, and searched addresses through DMV resources.
- Used DMV systems and third-party platforms to complete title release tasks.
- Conducted door knocks to engage customers with overdue payments, fostering communication and resolution.
- Provided notarization for account and loan documents to ensure legal compliance.
- Managed vehicle redemption after repossession.
- Placed force-placed insurance on vehicles without active coverage.
- Facilitated soft credit pulls for evaluating loan applications.
- Executed various account servicing tasks to maintain operational efficiency.
Customer Service Representative
1 Year 5 Months- Supported customers by promptly answering inquiries and resolving issues
- Processed exchanges, refunds and customer transactions
- Assisted customers with a warm and professional attitude
- Managed emails, inbound calls, and outbound calls to address customer needs
- Interacted with customers through live chat
- Handled billing issues and order inquiries
- Kept records of customer complaints
- Updated customer accounts and processed requests to ensure accurate information and timely service
- Performed data entry for customer information, shipments and orders
Accounts Receivable Specialist
5 Months- Accounts receivable and customer service. Educated on dialer campaigns. Located consumers to ensure adherence to contractual obligations.
- Managed Sentry Credit receivables records and updated delinquent account details
- Contacted clients regarding past-due balances and payment arrangements
- Processed cash applications and posted customer payments accurately
Accounts Receivable Specialist
5 Months- Managed accounts receivable processes to ensure timely payments. Executed dialer campaigns to optimize account recovery efforts. Located consumers to hold them accountable for their contractual obligations.
- Managed receivables accounts for Sentry Credit Inc using collection workflow systems.
- Processed incoming payments and posted credits to customer account records.
- Resolved billing questions with debtors through clear phone and written communication.
Office Assistant
3 Months- Created and managed customer accounts in database to streamline client information. Preparing bids, scheduling both employees and job sites. Handled invoicing and accounts receivable while delivering excellent customer service.
- Scheduled appointments and coordinated service calendars for office staff.
- Entered customer information into office records and job files.
Accounts Receivable Specialist
4 Years 6 Months- Managed accounts receivable client disputes, ensuring resolution under tight deadlines and meeting cash flow objectives.
- Collected on client debts, effectively navigating high-pressure situations while providing exceptional customer service and applying knowledge of legal debt collection processes.
- Managed delinquent account communications for Sentry Credit consumer recovery files.
- Posted payments and applied cash receipts to open receivable accounts.
- Reviewed account balances and reconciled billing records with payment histories.
Administrative Assistant
2 Years 3 Months- Managed accounts payable and receivable, performed inventory, purchased and stocked supplies, created purchase order agreements and invoices, and drafted confidential correspondence to ensure smooth financial operations and maintain accurate records.
- Managed daily administrative support for construction and restoration office operations.
- Prepared estimates, invoices, and job files for repair and restoration work.
Legal Assistant
6 Months- Drafted legal garnishments and processed deductions while assisting employers with payroll research and garnishment procedures; filed legal documents to ensure compliance.
- Prepared pleadings, motions, and filing packages for court submissions.
- Coordinated client communications and scheduled appointments for White, Marshall and Weibel.
Legal Assistant
2 Years 6 Months- Coordinated garnishment documents and built relationships with employers to facilitate legal processes. Set motion and trials in court, drafted legal documents and handled phone calls.
- Managed client intake and maintained confidential case files for White, Marshall and Weibel attorneys.
- Prepared legal correspondence, pleadings, and routine documents for litigation and office matters.
Legal Administrator/Collector
3 Years 1 Month- Managed and sorted mail, processed accounts receivables and payables, collected debts to maintain financial accuracy, purchased and stocked supplies to ensure operational efficiency. Drafted legal documents including summons, complaints, and satisfaction or dismissal forms to support legal proceedings. Answered multiple phone lines and took accurate messages to facilitate effective communication.
- Managed legal correspondence for lease and industrial collection matters
- Prepared court filings and supporting documentation for collection cases
- Reviewed delinquent accounts and updated case notes
Paralegal
1 Year 3 Months- Processed, filed, and reconciled garnishment documents while fostering strong relationships with employers and third parties.
- Supported Intellisense attorneys with case files, pleadings, and legal correspondence.
- Supported Intellisense attorneys with case files, pleadings, and legal correspondence.
- Reviewed Intellisense records for accuracy, completeness, and compliance.
Legal Department Manager
1 Year 11 Months- Managed accounts payable and receivable, trained employees on drafting legal documents and filing with courts; coordinated arbitrations with attorneys, defendants, garnishees, and clients to ensure timely resolution of disputes. Filed legal documents with Superior Courts in King and Snohomish Counties. Developed and procured necessary supplies for operations. Established and preserved filing systems to improve document retrieval and support legal compliance. Drafted and secured confidential documents and communications for legal compliance.
- Directed department operations across Infonet service teams and daily workflows.
- Coordinated cross-functional communication with Infonet leadership and support units.
Administrative Assistant
2 Years 8 Months- Managed confidential correspondence and organized financial documents, enhancing operational efficiency.
- Prepared invoices, purchase orders, and payment records
- Prepared invoices, purchase orders, and payment records
Education
High School Diploma
Skills
Loan servicing
Loan compliance management
Credit analysis
Loan servicing strategies
Accounts payable
Financial services
Customer support
Customer communication management
Portfolio management typing
Organizational skills
Office management
Loan servicing
Timeline
Loan Servicing Specialist
NW Plus CU
07.2023 - 07.2026Read More
Customer Service Representative
RANDYS Worldwide
02.2022 - 07.2023Read More
Accounts Receivable Specialist
Sentry Credit Inc
09.2021 - 02.2022Read More
Accounts Receivable Specialist
Genesis Credit
12.2018 - 05.2019Read More
Office Assistant
Steve's Home Services, LLC
07.2018 - 10.2018Read More
Accounts Receivable Specialist
Greystar
10.2012 - 04.2017Read More
Administrative Assistant
Advanced Construction and Restoration
07.2010 - 10.2012Read More
Legal Assistant
White, Marshall and Weibel
01.2010 - 07.2010Read More
Legal Assistant
Audit and Adjustment Company
01.2008 - 07.2010Read More
Legal Administrator/Collector
Lease & Industrial Collectors, Inc.
12.2004 - 01.2008Read More
Paralegal
Intellisense
09.2003 - 12.2004Read More
Legal Department Manager
Infonet
10.2001 - 09.2003Read More
Administrative Assistant
Autochlor
11.1999 - 07.2002Read More
Federal Way High School
High School Diploma
Read More