Jennifer Haynes
Longview,TX
Summary
Dynamic professional with a strong background in customer service and loss mitigation at Mr. Cooper. Proven ability to resolve complex issues while maintaining high service quality. Skilled in payment processing and conflict resolution, consistently achieving goals through effective communication and teamwork. Committed to enhancing client satisfaction and financial well-being.
Developed extensive skills in supportive and compassionate environment, including effective communication and problem-solving abilities. Seeking to transition into new field where these skills can be utilized and further developed. Aiming to make meaningful impact by providing reliable and empathetic support.
Overview
4
4
years of professional experience
Work History
Caretaker
EAK Good Neighbor-Roy Haynes
Mt. Vernon,tx
02.2024 - Current
- Assisted residents with daily living activities, ensuring comfort and safety.
- Maintained cleanliness and organization of resident living spaces.
- Collaborated with healthcare professionals to support resident well-being and care plans.
- Monitored and documented resident behavior and health changes accurately.
- Provided companionship and emotional support to enhance quality of life.
- Prepared nutritious meals catering to specific dietary needs of residents.
Home Advisor Specialist
Mr.Cooper DBA
110 Triple Creek Cir APT 10 Longview,Tx 75601
05.2022 - 10.2023
- Resolved customer inquiries and issues promptly, maintaining a high level of service quality.
- Stayed updated on industry trends and product knowledge to provide accurate information to clients effectively.
- Maintained accurate records of client interactions and project statuses, keeping all stakeholders informed throughout the process.
- Processed high-volume payment transactions accurately and efficiently.
- Collaborated with cross-functional teams to resolve payment discrepancies.
- Collaborated with internal teams to develop tailored solutions for at-risk homeowners.
- Analyzed borrower financial situations to identify viable loss mitigation options.
- Communicated effectively with borrowers, providing clear guidance throughout the process.
- 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.
- Documented customer interactions in CRM systems for streamlined follow-up actions.
- Delivered consistent activity to achieve monthly and quarterly goals and objectives.
- Managed high-volume inbound and outbound collections calls to ensure timely payments.
- Established repayment plans with customers, enhancing customer satisfaction and compliance.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Exhibited strong time management skills, prioritizing tasks based on urgency and potential impact on business objectives.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
Education
GED -
Kilgore High School
Business Management
Tyler Junior College
Tyler,Tx08-2028
Skills
- Customer service
- Payment processing
- Loss mitigation
- Conflict resolution
- CRM documentation
- Time management
- Communication skills
- Problem resolution
- Repayment planning
- Record keeping
- Health monitoring
- Organizational skills
- Goal oriented
- Team player
- Accounting skills
- Automated dialer experience
- Active listening
- Professionalism and ethics
- Goal-oriented mindset
- Call center experience
- Outbound calling
- Collections
- Account review
- Conflict resolution techniques
- Empathy and tactfulness
- Bankruptcy law awareness
Timeline
Caretaker
EAK Good Neighbor-Roy Haynes
02.2024 - Current
Home Advisor Specialist
Mr.Cooper DBA
05.2022 - 10.2023
GED -
Kilgore High School
Business Management
Tyler Junior College