Heather Drury
Silver Grove,KY
Summary
Dynamic professional with extensive experience at Citi, specializing in loss mitigation and collections. Proven track record in effective negotiation and system configuration optimization, delivering creative solutions that enhance service excellence. Adept at managing complex loan documentation and resolving customer complaints, contributing to improved operational efficiency and risk mitigation. Experienced with mitigating financial losses and managing delinquency cases. Utilizes risk assessment techniques to develop effective resolution strategies. Track record of maintaining strong customer relationships and ensuring compliance with regulatory standards.
Overview
13
13
years of professional experience
Work History
Macy’s Lat Stage and Loss Mitigation Specialist- Collections (Officer)
Citi
10.2023 - Current
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
- Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
- Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.
- Optimized work processes through effective time management techniques, enabling consistent delivery of high-quality results under tight deadlines.
Loan Doc Process Associate Analyst – PPP Loan Forgiveness - AML – KYC Analyst – Cards Servicers (Officer)
Citi
05.2021 - 08.2023
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Maintained high levels of data confidentiality through adherence to company policies and procedures.
- Increased processing speed by mastering software tools and utilizing keyboard shortcuts efficiently.
- Supported management in analyzing process performance data, identifying areas for improvement.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
- Monitored and reported on process performance to verify compliance with established standards.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
Intermediate Associate Executive Response Analyst (Officer)
Citi
08.2016 - 05.2021
- Reviewed employee concerns and new opportunities to drive business strategies.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
- Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
- Identified trends and assessed opportunities to improve processes and execution.
- Developed strategic partnerships with industry leaders, enhancing company reputation and access to new customers.
- Cultivated high-performance organizational culture, aligning employee goals with corporate objectives and rewarding excellence.
- Boosted team morale and productivity through implementation of comprehensive employee development program.
- Conducted comprehensive market research to guide development of highly successful new service offering.
- Enhanced operational efficiency by streamlining workflow processes across multiple departments.
Loss Mitigation Specialist Act 2
Citi
08.2012 - 08.2016
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Achieved successful loan modifications through diligent analysis of borrower financial information and negotiation with lenders.
- Discussed property liquidation options with customers.
- Played a key role in reducing the organization''s overall exposure to financial risk by successfully implementing targeted loss mitigation strategies that minimized potential losses on troubled loans.
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
- Streamlined the loss mitigation application process for clients, resulting in increased efficiency and better outcomes for both borrowers and lenders.
- Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.
Education
Bachelor of Science - Business
DeVry University
Chicago, IL09-2026
Associate of Science - Business
Devry University
Chicago, IL04-2025
Certificate of Business Essentials - Business
DeVry University
Chicago, IL12-2024
Skills
- System Configuration Optimization
- Accounts Receivable Oversight
- Effective Negotiation Techniques
- Effective Document Management
- Configuration Management
- Debt Collection Experience
- Skilled Negotiator
- Record Management Coordination
- Data Interpretation
- Monitoring Payment Records
- Effective Team Collaboration
- Service Excellence
Affiliations
- American Heart Association
- Womens Network
Timeline
Macy’s Lat Stage and Loss Mitigation Specialist- Collections (Officer)
Citi
10.2023 - Current
Loan Doc Process Associate Analyst – PPP Loan Forgiveness - AML – KYC Analyst – Cards Servicers (Officer)
Citi
05.2021 - 08.2023
Intermediate Associate Executive Response Analyst (Officer)
Citi
08.2016 - 05.2021
Loss Mitigation Specialist Act 2
Citi
08.2012 - 08.2016
Bachelor of Science - Business
DeVry University
Associate of Science - Business
Devry University
Certificate of Business Essentials - Business
DeVry University
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