Jawon Colston
Summary
Dynamic professional driven by a passion for financial data analysis and leveraging proven expertise in customer outreach to proactively manage mortgage loan delinquencies while ensuring strict compliance with regulatory standards.
Overview
3
3
years of professional experience
Work History
Mortgage Customer Outreach Specialist I
M&T Bank
10.2023 - Current
- Demonstrated expertise in analyzing financial statements and loan documents to determine recovery likelihood
- Conducted skip tracing activities to locate and contact consumers efficiently
- Managed inbound calls related to mortgage loan delinquencies, ensuring compliance with state-specific call requirements
- Identified suspect situations and promptly escalated issues to management
- Assessed account files for potential foreclosure referrals, resolving problematic account situations, and assisting in account maintenance.
CSR/Warehouse admin-Speed Global
09.2021 - 06.2024
- Managed daily operations in the warehouse, overseeing a team of 10 employees (Supported my team remotely as well)
- Identified service improvement opportunities and proposed automation solutions to enhance service quality by 21%
- 3+ years in a support/customer service role/experience and a passion for archiving the highest Service
- Provided technical assistance and troubleshooting guidance to customers via email, Zendesk, and phone, effectively resolving complex technical issues
- Strong data entry skills with a keen eye for detail and accuracy
- Excellent verbal and written communication skills, providing professional customer service and documentation
- Able to work independently, manage multiple tasks, and adapt to changing priorities
- Provided consistent and professional customer service, fostering strong relationships with customers.
Education
Bachelor of Arts - Sociology
State University of New York College at Buffalo
Buffalo, NY12.2019
Skills
- Office Administration: Previous experience in office administration within a large and complex financial services organization, ensuring efficient and organized operations
- Highly self-motivated with the ability to work independently and collaboratively, delivering high-quality work and successfully multitasking
- Communication: Clear and concise written and verbal communication skills, enabling effective interaction with colleagues, stakeholders, and regulators
- Self-starter and comfortable taking the initiative
- MS Office experience, including Word, Excel, and Outlook
Personal Information
- Title: Banking Services Accounting Analyst II - Banking Controls
- Date of Birth: 09/17/1997
Timeline
Mortgage Customer Outreach Specialist I
M&T Bank
10.2023 - Current
CSR/Warehouse admin-Speed Global
09.2021 - 06.2024
Bachelor of Arts - Sociology
State University of New York College at Buffalo