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 serviceProblem analysis and resolutionMultitasking abilitiesAnalytical and critical thinkingTeamwork and collaborationExcellent Organizational and time management skillsCompliance and regulation experienceInternal audit experience
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