Leah Revelo
Financial Services Professional
Rockport,IN
Summary
Accomplished professional with years of experience providing exceptional customer service in a high-pressure consumer loan and mortgage servicing environment. Honest, dependable, and highly motivated with a strong work ethic. Always eager to learn and grow professionally. Adept at multi-tasking while maintaining focus and attention to detail. Positive, articulate written and verbal communication, interpersonal and self-management skills. Proficient in using independent decision-making ability and sound judgment to positively impact company success.
Overview
21
21
years of professional experience
2
2
Languages
Work History
Sr. Loan Servicing Collections Specialist, AVP
First Federal Savings Bank
10.2018 - 11.2023
- Processed accounts receivable, accounts payable, and month end reconciliations
- Ensured delinquency procedures remained in compliance with all GSE, CFPB mortgage servicing rules, and other regulatory rules and guidelines for department
- Managed onboarding processes to incorporate new programs and technologies into procedures
- Trained new employees to correctly follow office procedures and provide quality customer service
- Managed from start to finish all bankruptcy, foreclosure, and repossession processes for Bank portfolio and Investor portfolio accounts with 0% monetary penalty record
- Worked closely with management and legal counsel to ensure minimal risk exposure and to prevent monetary fines and reduce errors found during internal and external audits
- Researched accounts and completed due diligence to resolve accounting problems, customer complaints, and credit disputes in e-Oscar
- Worked with upper management and legal firm to develop and implement Bank's COVID-19 response to loss mitigation options resulting in 0% loss directly related to COVID-19 national emergency
- Developed and implemented new program to improve loss recovery by 18% on deposit accounts Process financial transactions accurately with great attention to detail.
Collections Specialist
First Federal Savings Bank
02.2015 - 10.2018
- Identified process improvement opportunities, implemented, and maintained standard operating procedures for maximum productivity and efficiency
- Worked with accuracy and speed in fast-paced data entry and call center setting, managing average of 50+ calls per day
- Anticipated customer needs to proactively resolve questions, concerns, or complaints in timely, courteous, and professional manner
- Developed and nurtured strong customer/client relationships for open and honest dialog
- Ensured all written and verbal contact guidelines were met within required deadlines
- Reduced overall investor portfolio delinquency rate yearly average of 12% and private portfolio delinquency rate by 7%
Elucidate Representative
Elucidate Financial Solutions/First Federal Savings Bank
04.2012 - 02.2015
- Assisted in the development and launch of a new bank product, including documentation and implementation of new processes
- Collaborated across multiple departments and outside venders requiring accurate communication with management, project managers, and local or remote teams to ensure successful project management
- Sought out new research and training opportunities
- Remained flexible and embraced change due to a wide range of duties required: (e.g., loan origination, loan servicing, customer service, training, operational and clerical duties, accounts receivables, accounts payables, collections, etc.)
Retail Loan Approver I
Springleaf Financial Services
12.2002 - 02.2012
- Worked with accuracy and speed in fast-paced data entry and call center setting, managing 50+ calls per day
- Resolved customer complaints and issues effectively and courteously
- Reviewed loan applications for retail customers in accordance with bank policies and procedures
- Developed strong relationships with customers through high levels of customer service
- Monitored pipelines to track and log status of loans
Education
High School Diploma -
F.J. Reitz High School
Evansville, IndianaSkills
Exceptional customer service
Technologies
Remote Collaboration Tools: Zoom, Microsoft Teams, phone, email
Software & Document Sharing: Microsoft Office, Adobe, Sharefile, Quickbooks Online (QBO), Salesforce, Encompass
Skillfully adapting to new technologies quickly and independently.
Timeline
Sr. Loan Servicing Collections Specialist, AVP
First Federal Savings Bank
10.2018 - 11.2023
Collections Specialist
First Federal Savings Bank
02.2015 - 10.2018
Elucidate Representative
Elucidate Financial Solutions/First Federal Savings Bank
04.2012 - 02.2015
Retail Loan Approver I
Springleaf Financial Services
12.2002 - 02.2012
High School Diploma -
F.J. Reitz High School