Jua-Deno Peterson
Hickory Creek,TX
Summary
Dynamic Business Relationship Manager with a proven track record at PayPal, where I leveraged financial acumen and exceptional communication skills to enhance client engagement and foster long-term partnerships. Achieved significant process improvements, boosting efficiency and customer satisfaction. Skilled in operations and workload management, I excel in fast-paced environments, driving results with a keen eye for detail and critical thinking.
Overview
16
16
years of professional experience
Work History
Business Relationship Manager
PayPal
07.2022 - Current
- Identified opportunities for process improvements, resulting in increased efficiency and cost savings.
- Utilized advanced financial analysis techniques to accurately assess client needs.
- Supported sales teams by providing subject matter expertise during complex deal negotiations.
- Developed customized solutions in response to unique client needs, fostering long-term partnerships.
- Boosted customer satisfaction through timely resolution of issues and proactive communication.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Recovery Specialist
Ally Financial Inc.
05.2018 - 12.2019
- Improved client satisfaction through timely communication and resolution of account discrepancies.
- Evaluated customer financial situations, offering tailored solutions that benefited both parties involved.
- Negotiated payment arrangements with customers, resulting in increased revenue and reduced delinquencies.
- Supported management in identifying opportunities for process improvement within the department''s operations.
- Improved relapse prevention rates with targeted recovery program mentoring.
- Utilized strong negotiation skills to persuade debtors toward mutually beneficial payment plans or settlements, avoiding costly litigation when possible.
- Achieved consistent monthly goals by prioritizing tasks according to urgency and impact on overall business objectives.
- Demonstrated expertise in various collections tools, software applications, and reporting systems for maximum productivity.
- Enhanced debt recovery rates by implementing effective collection strategies and techniques.
- Conducted thorough investigations to locate missing debtors, increasing recovered assets for clients.
Customer Assistance Specialist
Chase Bank
03.2015 - 09.2017
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Evaluated customers' potential needs to make appropriate recommendations.
- Exceeded performance goals regularly, earning recognition from management for outstanding service delivery.
- Facilitated cross-departmental collaboration to address complex customer issues effectively and efficiently.
- 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.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
- Assisted with short sales and deed in lieu processes.
- Provided reinstatement and payoff quotes to clients.
Mortgage Loan Processor
New York Community Bank
05.2013 - 07.2014
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
- Improved loan processing time by streamlining the application review process and enhancing communication with clients.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Educated customers on loan services and regulations to confirm compliance.
- Consulted with outside vendors to identify and resolve loan closing issues.
Loan Servicing Supervisor
New York Community Bank
05.2008 - 05.2013
- Evaluated employee performance regularly, providing constructive feedback and coaching opportunities for growth within the organization.
- Monitored delinquent accounts closely, initiating appropriate collections activities as needed while preserving positive client relationships whenever possible.
- Ensured compliance with federal and state regulations through diligent monitoring of loan servicing activities.
- Addressed escalated borrower concerns in a professional manner, resolving issues and maintaining positive relationships with clients.
- Managed a team of loan servicing specialists, ensuring accurate and timely processing of payments and account maintenance.
- Developed effective reporting tools to track team performance metrics, leading to increased productivity and accountability among staff members.
- Reduced delinquency rates by proactively addressing potential issues and providing personalized solutions for borrowers.
- Implemented quality control measures to ensure consistency across all aspects of the loan servicing process.
- Optimized workforce allocation by forecasting staffing needs based on anticipated workloads and seasonal fluctuations in demand for services.
- Fostered a collaborative work environment through open communication channels and regular team meetings, resulting in higher employee morale and engagement.
- Trained new employees on company policies, procedures, and software systems to maximize efficiency in the workplace.
- Collaborated with other departments to create a seamless experience for borrowers during the loan lifecycle.
- Utilized data-driven insights to identify areas for improvement within the loan servicing department, leading to increased efficiency and cost savings.
- Achieved high levels of customer satisfaction by swiftly handling inquiries or disputes from borrowers regarding their loans.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Conducted regular audits of loan files for accuracy, identifying discrepancies and rectifying them promptly.
- Maintained knowledge of current industry trends, attending conferences and workshops to stay informed about best practices in loan servicing management.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Performed supplier risk evaluations and supported regulatory inspections.
Education
No Degree - Data Analytics
Wake College
North CarolinaNo Degree - Project Management
Collin County Community College District
Plano, TXSkills
- Operations Management
- Workload Management
- Client Engagement
- Influencing skills
- Financial Acumen
- Banking
- Time Management
- Attention to Detail
- Excellent Communication
- Critical Thinking
- Customer Relationships
- Product Knowledge
Timeline
Business Relationship Manager
PayPal
07.2022 - Current
Recovery Specialist
Ally Financial Inc.
05.2018 - 12.2019
Customer Assistance Specialist
Chase Bank
03.2015 - 09.2017
Mortgage Loan Processor
New York Community Bank
05.2013 - 07.2014
Loan Servicing Supervisor
New York Community Bank
05.2008 - 05.2013
No Degree - Data Analytics
Wake College
No Degree - Project Management
Collin County Community College District