Jazmen Buford
Center Line,MI
Summary
Dynamic and results-driven professional with extensive experience at Rocket Mortgage, specializing in client relationship building and strategic outbound initiatives. Excelled in enhancing retention rates through effective negotiation and persuasive communication. Demonstrated proficiency in compliance adherence and team leadership, significantly contributing to organizational goals. Skilled in both verbal communication and efficient typing, adept at fostering client trust and satisfaction.
Overview
5
5
years of professional experience
Work History
Senior Strategic Outbound Specialist
Rocket Mortgage
11.2021 - Current
- Makes outbound phone calls, texts, and emails addressing early stages of delinquency for serviced clients, as well prevention of foreclosure.
- Delegate daily workload to team
- Provide team member ISM evaluations.
- Communicate potential workout options to help increase retention rate and avoid consistent default
- Direct work with closing team to ensure finalizing of loan modifications are successful.
- Attend and participate in any meetings specific to the Strategic Outbound team’s processes or feedback requested on changes
- Provide team member support with difficult interactions and escalations
- Take inbound calls to support Account Resolution team and protect company investor guideline
- Work on tight deadlines to ensure compliance is met with investor guidelines
- Ensure compliance with all applicable Federal, State, and Local mortgage laws, regulations, investor, and insurer requirements including Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines
Account Resolution Specialist
Rocket Mortgage
03.2020 - 10.2021
- Assist clients who are past due or in danger of falling past due in a high paced call center environment
- Assessed individual situations and developed effective and appropriate resolutions.
- Perform financial interviews to understand client’s hardships, reason for default and change of circumstances that may impact timely mortgage transactions
- Assist clients with a variety of options for foreclosure prevention
- Accurately accept and process payment transactions via the servicing platform
- Educate clients on all options available to make payments
- Ensure compliance with all applicable Federal, State, and Local mortgage laws, regulations, investor, and insurer requirements including Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines
Client Communications Specialist
Rocket Connections
09.2019 - 03.2020
- Work with automatic dialer to connect potential clients to licensed specialist
Education
No Degree - Sports Medicine
Central Michigan University
Mount Pleasant, MIHigh School Diploma -
Edwin Denby High School
Detroit06-2012
Skills
- Goal-Oriented
- Client Relationship Building
- Strong negotiation
- Objection handling
- Influence and persuasion
- Strong verbal communication
Timeline
Senior Strategic Outbound Specialist
Rocket Mortgage
11.2021 - Current
Account Resolution Specialist
Rocket Mortgage
03.2020 - 10.2021
Client Communications Specialist
Rocket Connections
09.2019 - 03.2020
No Degree - Sports Medicine
Central Michigan University
High School Diploma -
Edwin Denby High School