Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOSHUA KATZ

Mesa,AZ

Summary

Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.



Overview

8
8
years of professional experience

Work History

Servicing Operations Specialist I-III

Upgrade Inc.
04.2021 - Current
  • Execute back-office processes
  • Due Date Changes, Bankruptcy, Hardships, and Payment Representment Suppression and more
  • Obtain and handle Military; SCRA documentation intake
  • Provide excellent customer service to all customer interactions
  • Support all company wide products, new operational innovations including contributing to development of their defined processes and procedures
  • Review customer correspondence to business
  • Accurate, review, processing, and decisions related to critical programs in multiple systems
  • Personal Line of Credit and/or Personal Loan, Hardships
  • Review, Notate, and Document mailers in regards to validating customer's previous or current debt within Upgrade
  • Training new hires to excel in authorizing and processing Hardships, and Military based accounts
  • Collect, arrange, and input information into database system.
  • Track and analyze reports to determine needed improvements.
  • Motivate and train employees to maximize team productivity.
  • Develop and update tracking spreadsheets using [Google Sheets].
  • Manage internal operational standards and productivity targets.
  • Evaluate team member performance and productivity, provided feedback and implemented corrective actions.
  • Encourage and promoted ideas aligned to business needs and benefits.

Servicing Operations Specialist I & II

Upgrade Inc.
04.2021 - 11.2022

Loan Advisor I & II

Upgrade Inc.
08.2019 - 04.2021
  • Executed day-to-day strategies to actively contribute towards performance objectives
  • Supported center and company initiatives and demonstrate understanding of business needs
  • Ensured actions are in compliance with company policies and laws
  • Contributed to business environment, maintain open mind and remain positive concerning change
  • Interacted with customers to answer questions, provide assistance, and process requests by phone and email
  • Answered incoming customer calls regarding billing issues, service questions and general concerns
  • Identified areas of opportunity for optimizing results and improving customer satisfaction
  • Daily key contributor to improving training and development
  • Serviced accounts by investigating problems and finding resolutions to help overcome objections, while creating positive outcome for each customer
  • During unprecedented times, was able to provide assistance to account holders
  • Monitored pipelines to track and log status of loans.
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers.
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Supervised loan personnel and motivated to maintain customer service and performance standards.
  • Identified opportunities to cross-sell and up-sale loan products to customers.
  • Proactively identified solutions for customers experiencing credit issues.
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Assisted customers with completing loan applications and other paperwork.

Collections Representative

GM Financial
12.2015 - 08.2019
  • Execute day-to-day collection strategies and actively contribute to center performance objectives
  • Support center and company initiatives to demonstrate understanding of business needs
  • Ensure actions are in compliance with company policies and laws
  • Keep calls on task and ensure efficient use of call handle time
  • Negotiate to find best outcome and utilize collection tools appropriately
  • Demonstrate effective questioning/listening skills when speaking with customers and third parties
  • Use probing questions and leverage information obtained to ensure productive collection/skip tracing efforts
  • Demonstrate effective and efficient skip tracing efforts
  • Leave messages appropriately with proper speed, tone and consistency
  • Document conversations/collection activity and use holds/promises effectively
  • Maximize productive time, manage work queues and ensure multiple calls are made when appropriate
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group..

Education

Bachelor of Arts - Sustainability

Arizona State University
Tempe, AZ
05.2012

Skills

  • Government Lending
  • Personnel Scheduling
  • Planning and Coordination
  • Progress Statement Generation
  • Leadership
  • Loan Inquiry Response
  • Annual Evaluations
  • Cross-Functional Communication
  • Settlement Support
  • Providing Feedback

Timeline

Servicing Operations Specialist I & II

Upgrade Inc.
04.2021 - 11.2022

Servicing Operations Specialist I-III

Upgrade Inc.
04.2021 - Current

Loan Advisor I & II

Upgrade Inc.
08.2019 - 04.2021

Collections Representative

GM Financial
12.2015 - 08.2019

Bachelor of Arts - Sustainability

Arizona State University

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JOSHUA KATZ