Krystal Dunham

• Increased sales revenue by building and maintaining strong relationships with key clients.
• Developed exceptional interpersonal, speaking, and listening skills from talking with both customers and upper management.
• Continually navigated issues and solved complex strategy problems affecting sales growth and business direction.
• Identified customer needs by asking appropriate, open-ended questions.
• Overcame various obstacles and closed sales on tough deals using strong negotiation and persuasion skills.
• Achieved the inbound and outbound sales targets set by sales leadership. These targets include, but are not limited to, sales volume, percentage of sales goal, account creation, frequency of dials, and talk time.

Managed accounts in various stages

• Starting with 15 days past due on payments, to the sale of property we foreclosed on or obtained a judgment with our attorneys
• Worked with 3rd parties including attorneys, realtors & appraisers
• Contacted customers to discuss payment schedules and set up or immediately process payments.
• Maintained high volume of calls and met demands of busy and productive group.
• Trained new team members on scripts, company services, and collection strategies.
• Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
• Completed Fannie Mae modifications from start to finish
• Completed monthly mortgage reports which included properties in OREO, PMI insurance and Fannie Mae's delinquency reporting
• Works with PMI company's on loan modifications

• Specialized in the refinance department (HARP)
• Managed pipeline from pre-approval through closing
• Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
• Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
• Reviewed financial statements and contacted institutions and customers to clarify details.
• Attention to detail lead to fast milestone completions
• Gained experience with Encompass

• Evaluated company's best interest in whether to pay or not to pay taxes
• Force placed escrow on mortgages
• Cut manual checks to vendors
• Performed manual searches on previous tax years that our vendor incorrectly provided to us
• Prevented properties from being foreclosed on due to delinquent taxes
• Conducted thorough audits of escrow files, identifying discrepancies and rectifying them promptly.
• Provided outstanding customer service to clients, fostering strong relationships and repeat business.
• Managed a high volume of escrow files, maintaining accuracy and efficiency in the processing of essential documents.

• Managed accounts at the 30,60, and 90 day level
• Received a recognition award for contest involving teamwork
• Expanded my knowledge in the mortgage industry
• Assisted customers with applying for different types of loan modifications, Deed in Lieu programs, and Short Sales
• Complied with state and federal laws
• Consistently achieved above average quality monitoring scores
• Reduced delinquency rates with proactive strategies and timely follow-ups on overdue accounts.
• Collaborated with team members to establish best practices and optimize internal processes for maximum results in debt collection efforts.

• Taught and trained collectors the art of collecting and skip tracing
• Optimized call center operations by streamlining call scripts and schedules for maximum effectiveness in reaching delinquent accounts holders.
• Increased recovery rates by developing tailored payment plans that catered to individual debtor circumstances.
• Conducted monthly score card review with collector
• Motivated collectors to achieve personal and company goals

• Expected to achieve personal and company goals
• Managed assigned inventory to ensure account cover and callings times
• Light skip trace to locate direct contact
• Learn client expectations
• Achieved client best results
• Met company productivity expectations