Latasha D. Puryear-Young
Collections Specialist
Richmond,VA
Summary
Motivated Collections Specialist with 9+ years of experience in mortgage servicing and banking industry. Demonstrates strong dynamic leadership abilities. 15+ year of call center experience. Eagerly seeking leadership development opportunities. Committed to providing consistent high quality customer service, client delight and resolving matters in a rapid and efficient manner. Detail-oriented and proficient at building and maintaining professional relationships. .
Overview
1
1
year of post-secondary education
14
14
years of professional experience
Work History
Mortgage Payment Solutions Representative
SunTrust Now Truist
Richmond, VA
02.2012 - Current
- Efficiently handles 50+ inbound and outbound customer interactions per day.
- Train, develop and deliver materials for onboarding new hires.
- Counsel clients on suitable investor retention and liquidation options to ensure customer satisfaction.
- Negotiate payment arrangements, collect on recoverable delinquent loans and submit client courtesy fee waivers.
- Perform testing on new systems prior to launching to ensure efficiency.
- Establish property occupancy, obtain clients reason for default and analyze clients financials.
- Research foreclosure accounts and provide attorney information to the client.
- Accurately document accounts for quality assurance.
- Navigate systems efficiently to retrieve documents, research and obtain authorizations.
- Provide clear communication to senior leaders about high balance reports.
- Deescalate supervisor calls, assist 40+ teammates while floor walking.
- Oversee Skype Help Line during senior leader meetings and conference calls
Consumer Bankruptcy Specialist
Suntrust Now Truist
Richmond, VA
10.2010 - 02.2012
- Ensure timely and thorough research on active mortgage bankruptcy accounts.
- Processed bankruptcy payments stated by the Trustee and the Bankruptcy Court.
- Negotiated settlement amounts to secure the debt and released mortgage liens.
- Collaborated with attorneys and other legal personnel on bankruptcy documentation reviews, making necessary corrections.
- Researched statutes, decisions, legal articles and codes.
- Produced legal documents such as briefs, pleadings and appeals.
- Handled 40+ inbound and outbound customer interactions per day
Fraud Research Specialist |Service Account Manager
Capital One
Richmond, VA
11.2006 - 10.2010
- Identified trends relating to fraudulent or suspicious activity.
- Researched and analyzed account activity to assess the level of risk.
- Disputed unauthorized merchant charges.
- Request confidential documents from clients in order to verify identity.
- Educated and promoted banking products and services.
- Developed team communications for meetings.
- Managed 50+ inbound and outbound interactions with customers per day.
Education
Associate of Business Administration - Acquisition And Contract Management
Strayer University
Richmond, VA 04.2020 - Current
Skills
Mortgage Processes and Servicing
NegotiationResearch and Data Analysis
Team Training and Leadership
Excel, Amazon Connect, Lending Portal and ClarifireCustomer satisfaction and Quality Assurance
Financials
Banking
Proposal Development
Needs Analysis
Compliance Review
Technical Consulting
Program Management Expertise
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- 50/50 Group Liaison - Spearhead leadership opportunities for team mates to engage with senior leaders.
- Received Fair Debt Collection Practices Act Certificate
- Completed UDAAP (Unfair, Deceptive, Abusive Acts Practices) Course
Timeline
Associate of Business Administration - Acquisition And Contract Management
Strayer University
04.2020 - Current
Mortgage Payment Solutions Representative
SunTrust Now Truist
02.2012 - Current
Consumer Bankruptcy Specialist
Suntrust Now Truist
10.2010 - 02.2012
Fraud Research Specialist |Service Account Manager
Capital One
11.2006 - 10.2010