Kourtney Files

• 40 hours/week $46k/year
• Extremely knowledgeable and very educated on multiple government programs such as Treasury Offset Program, American Rescue Plan, Emergency Rental Assistance, as well as Homeowner's Assistance Fund.
• Examines, interprets, and applies applicable laws, regulations standards and guidelines for individual debtors/customers and creditor agencies regarding Cross Servicing and Treasury Offset Program (TOP) collection practices for more than 20 Federal Agencies and 50 plus programs simultaneously.
• Identify, analyze, and recommend solutions to problems in work processes through root cause analysis and research using PII and U.S. Treasury guidelines.
• Review and evaluate correspondence and documents and agency profiles using Cross-Servicing applications such as FORMS, ARTIVA, TOPNG, SalesForce, and other tools using Department of Justice (DOJ) guidelines
• Answers agency calls on American Rescue Plan, Emergency Rental Assistance, Homeowner Assistance Fund, and Treasury Offset Program line. Work with federal agency customers to establish and improve working relationships and provide guidance, resolve problems, and perform duties associated with a central service provider.
• Provide debtors information regarding delinquent debt accounts owed to federal and state agencies.
• Consult with over 60 debtors daily thru phone calls and emails to assess needs, provide negotiations, and propose optimal solutions while implementing guidelines and regulations to assure debts are serviced according to established Treasury standards and/or creditor agency standards.
• Provide excellent customer service during difficult conversations, empathizing with debtors while remaining firm and adhering to company guidelines and procedures.
• Collaborate with representatives of Creditor Agencies that have referred their debts to the Treasury Department for assistance.

Supervisor: Billy Harris [205-862-2124]

Ok To Contact: Yes

• 15 hours/week $32k/year Commission Based
• Negotiate terms and conditions with perspective borrowers.
• Collaborate with other agents to ensure timely closings in less than 30 days and successful transactions for all parties involved.
• Streamline contract negotiations by meticulously reviewing documents and communicating clearly with all involved parties.

Owner: Abra Barnes [205-222-9759]

OK To Contact: Yes

• Analyze and review financial data and credit reports to determine loan eligibility by utilizing correspondence and documents to include, but not limited to tax documents, financial statements, Profit and Loss Statements, Hardship Letters, Bankruptcy documents, Proof of Income, and Tax Transcripts.
• Evaluated loan requests and documents to verify accuracy and completeness.
• Implementing effective time management techniques allowed me to consistently exceed monthly sales targets while maintaining high-quality customer service standards.
• Provided support during audits to ensure compliance with federal and state regulations, contributing to a strong company reputation.
• Assessed borrowers' financial situations to determine appropriate mortgage products and loan structure with up to date industry standards.

Manager: Michael Ali [205-283-0977]

OK To Contact: Yes

40 hours/week $55k/Year Including Bonuses

• Assisted lead trainer in developing customized training materials for different learning styles and needs.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Delivered exceptional customer service daily on over 60 collection calls and maintained calm and professional demeanor
• Listened to customers and negotiated solutions that met company and customer needs.
• Provides responses to inquiries via telephone and through written correspondence to delinquent debtors and advising on inquiries that require research, analysis, and evaluation due to individuals’ varied situations and application of differing laws, regulations, guidelines, and procedures.

Manager: Cynthia Givan [205-602-8886]

OK To Contact: Yes

• 40 hours/week $64k/Year
• Highly skilled in collecting on past due customer accounts, including resolution of discrepancies to increase delinquent dollars collected.
• Performed research regarding unsettled account balance that were completely or partially unpaid.
• Negotiates and implements Payment Arrangements, Partial Payment Agreements, and Offer in Compromises.
• Assisted over 60 clients per day in reducing debt through negotiating with creditors and implementing personalized payment plans.

Manager: Lilly Vaughn [205-261-9913]

OK To Contact: Yes

• 40 hours/week $64k/year
• Periodically served as Relieving Assistant Manager (RAM) and Team Leader to assist with training and nesting of new associates 1 to 2 weeks per month.
• Coached newly hired associates to ensure understanding and make sure all call flow procedures were followed which would capitalize opportunities to increase organization's sales objectives.

Manager: Lilly Vaughn [205-261-9913]

OK To Contact: Yes

• 40 hours/week $60k/year including bonuses
• Received inbound calls to consult with customers to resolve concerns about services and bills
• Utilize appropriate sales techniques to encourage good customer relationships and enhance buying experiences Interact with on-line systems while communicating with customers
• Consistently maintained above satisfactory rating in aggressive sales quotas/objectives, which are tracked through posting of daily sales results