Summary
Overview
Work History
Education
Skills
Timeline
Generic

LaToya D. Johnson

Maywood,IL

Summary

Self-motivated Leader with 5+ years of proven experience managing people and processes. Detail-oriented and customer-focused contributor with determination and follow through. Team player with strong problem solving, listening and interpersonal communication skills.

Overview

6
6
years of professional experience

Work History

Collections Counselor

Dovenmuehle Mortgage (Remote)
08.2024 - Current
  • Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate.
  • Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
  • Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
  • Maintain and document mortgage collection systems and databases with all activities and communications.

SPOC Agent I

Dovenmuehle Mortgage Inc. (Remote)
06.2022 - 08.2024
  • Assist borrowers to avoid foreclosure and mitigate losses of non-performing assets by offering retention or liquidation options based on each borrower’s unique circumstances.
  • Maintained professionalism while interacting with borrowers, attorneys or real estate agents.
  • Effectively communicates with internal and external customers through verbal and written correspondence.
  • Exceeds KPI's resulting in monetary incentives.
  • Trains new employees in company policies and procedures, resulting in improved performance and customer satisfaction.

Customer Serv Rep. III

Dovenmuehle Mortgage (Remote)
12.2019 - 06.2022
  • Answers complex customer inquiries concerning loss mitigation processes for various repayment options.
  • Task each department with the appropriate research requests or inquiries that cannot be answered by phone.
  • Represent 'Private Label' clients by using their organizations name correctly while interacting with their customer base.
  • Serve in a public relations capacity when dealing with both internal and external customers.

IRC Contact Systems Supervisor

Perdoceo Education corporation
12.2018 - 05.2018
  • Managed all operational activities within a call center team environment; hired, trained, and coached 100+ staff to achieve KPI targets.
  • Demonstrated effective leadership skills through training, motivation, counseling, and accountability for a team of 10-20 coordinators handling inbound, outbound call center contacts for both.
  • Partnered with Work Force Management and Dialer Analyst departments to interpret data findings to develop and execute short/long term strategies, solutions, and improvements; communicated and distributed daily and monthly reports to staff and upper management team.
  • Conducted and reinforced training curriculum with staff on internal and external customer relationship building, overcoming objections, technology, and company history with the use of phone scripts, student interviewing, questionnaires, and telephone techniques training.
  • Reviewed associate performance to identify training needs.

Education

Liberal Arts -

Triton College

Skills

  • Customer Service Orientation
  • Written & Verbal Communication
  • Mortgage Industry Knowledge
  • Collaboration & Teamwork
  • Problem solving & Initiative
  • Escalated Call Handling

Timeline

Collections Counselor

Dovenmuehle Mortgage (Remote)
08.2024 - Current

SPOC Agent I

Dovenmuehle Mortgage Inc. (Remote)
06.2022 - 08.2024

Customer Serv Rep. III

Dovenmuehle Mortgage (Remote)
12.2019 - 06.2022

IRC Contact Systems Supervisor

Perdoceo Education corporation
12.2018 - 05.2018

Liberal Arts -

Triton College

Similar Profiles

CREATE PROFILE