Kristin Leslie
Godley
Summary
Dedicated professional with extensive experience in loss mitigation and customer relationship management. Known for strong analytical skills and commitment to compliance, ready to support financial institutions in enhancing recovery processes and borrower satisfaction.
Overview
18
18
years of professional experience
Work History
Loss Mitigation Specialist
Frontier Credit Union
Idaho Falls
02.2022 - Current
- Analyzed borrower financial information to assess loss mitigation options.
- Reviewed and processed loan modification applications for compliance and accuracy.
- Communicated with borrowers to discuss options and gather necessary documentation.
- Documented case notes and maintained accurate records in the system.
- Engaged in regular follow-ups with borrowers to ensure timely responses.
- Developed and implemented strategies to maximize loss mitigation opportunities with delinquent borrowers.
- Advised management on recommended improvements or enhancements based on industry trends or regulatory changes impacting the loss mitigation process.
- Attended periodic training sessions on new processes or changes in existing procedures related to loss mitigation activities.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
Contact Center Representative
Frontier Credit Union
Idaho Falls
01.2020 - 02.2022
- Managed customer inquiries through phone and chat support channels.
- Resolved product issues by troubleshooting and providing effective solutions.
- Educated customers on product features and promotions during calls.
- Escalated critical issues to management for timely resolution and follow-up.
- Assisted in training new representatives on company policies and procedures.
- Maintained a positive attitude while addressing challenging customer situations.
- Provided technical support to customers on products or services offered by the company.
- Resolved customer complaints in a professional manner.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Followed up with customers after each interaction to ensure satisfaction.
- Identified opportunities to upsell additional products or services.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Customer Service Representative
Wells Fargo
Oakdale
07.2013 - 09.2015
- Assisted customers with account inquiries and transaction issues.
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately and efficiently using banking software.
- Collaborated with team members to improve service delivery and client satisfaction.
- Educated customers on product features and services available at the bank.
- Handled cash transactions, maintaining strict adherence to security protocols.
- Trained new representatives on customer service best practices and procedures.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Collected deposits or payments and arranged for billing.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Operations Coordinator
Acro Energy Solar Company
Oakdale
01.2008 - 01.2012
- Coordinated project schedules for solar installation and maintenance teams.
- Liaised with vendors to ensure timely delivery of solar technology components.
- Streamlined communication between project managers and field technicians.
- Organized logistics for on-site solar panel installations across multiple locations.
- Coordinated daily operations activities and assigned tasks to staff members.
- Maintained accurate records of all operational activities.
- Communicated organization's missions, goals and vision while aligning each with operational initiatives and delivery of professional services.
- Liaised between customers and management to ensure smooth operations delivery.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Education
High School Diploma -
Gustine High School
Gustine, CA06-2002
Skills
- Loss mitigation strategies
- Loan modification processing
- Compliance assessment
- Financial analysis
- Regulatory knowledge
- Customer relationship management
- Collections experience
- Teamwork and collaboration
- Excellent communication
- Punctuality and reliability
Timeline
Loss Mitigation Specialist
Frontier Credit Union
02.2022 - Current
Contact Center Representative
Frontier Credit Union
01.2020 - 02.2022
Customer Service Representative
Wells Fargo
07.2013 - 09.2015
Operations Coordinator
Acro Energy Solar Company
01.2008 - 01.2012
High School Diploma -
Gustine High School