MARI FAGAN
Sun City Center,FL
Summary
More than 20 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and troubleshooting, guest service support, and planning/implementing/training in proactive procedures and systems to avoid problems in the first place. Possess solid computer skills using both IBM and Mac systems; Lotus 123, Microsoft Office (Excel, t Power Point, Word, Outlook), PComm, GComm, FDR, Fast Data, D&B. Motivated to work efficiently without direct supervision in busy environment, handling many tasks simultaneously; able to prioritize workload and multi-task. Effective communication/interpersonal skills and a team player; interact positively with a wide range of people, and generate spirit of enthusiasm in personnel. Handled job specified new hire training for loss mitigation and collections focusing on the development of negotiation skills, position functionality and training material.
Overview
16
16
years of professional experience
Work History
Veterans Service Representative(VSR)
Department of Veterans Affairs
St. Petersburg, FL
07.2023 - Current
- Explain benefit programs and entitlement criteria to veterans, conducting interviews to identify issues and gather relevant evidence.
- Analyze claims material and adjudicate claims, generating decision letters that clearly communicate outcomes to veterans.
- Collaborate with veterans and advocates to provide comprehensive information on VA benefits and related programs.
Notary By Mari
Self Employed Notary
Tampa, FL
04.2021 - 07.2023
- FL Notary Public & NNA Certified Loan Signing Agent
- RON Certified with NNA
- FL EO Insured for $1 million dollars
Loss Mitigation Coordinator
Planet Home Lending, LLC
Tampa, FL
12.2015 - 04.2021
- Contact mortgagors and others as appropriate to negotiate and arrange resolution of defaulted loans.
- Utilize creativity in determining and recommending alternative collection or loss mitigation methods such as modifications, short sales, deeds in lieu of foreclosure, reinstatements, in the most cost effective manner.
- Analyze mortgagors for approval of HAMP or traditional modification. Report modification results to investors or federal agencies as required.
- Implement approved alternative collections or loss mitigation methods.
- Order and evaluate property opinions (BPO, REO Appraisals), and assign a reconciled value to determine feasibility of a short-sale, or charge-off.
- Maintains and follow investor requirements for modifications, short-sales, deeds in lieu of foreclosure, and reinstatements.
- Complete assignment of loans and determine if there is an alternative to foreclosure.
- Preserve and secure vacant properties in a pre-REO status.
- Remain knowledgeable of foreclosure, modification, and collection laws and regulations of each state for the portfolio assigned.
Bankruptcy Specialist
HSBC
Brandon, FL
02.2013 - 12.2015
- Responsible for servicing accounts where the customer has filed bankruptcy to determine the appropriate actions concerning HMS lien.
- Make sound business decisions based on bankruptcy law, property valuation and customer intent to prevent financial loss to the company.
- Prepare appropriate forms and ensure complete documentation and compliance within established guidelines, and notify appropriate manager of unique situations.
- Manage timelines involved with Chapter 7 and Chapter 13 accounts, including motions for relief, dismissals, discharges and commencement of Foreclosure.
- Complete inbound and outbound attorney contact and customer contact where allowed to solicit and negotiate reaffirmation agreements in Chapter 7 bankruptcies.
- Obtain financial statements and make recommendations for account modifications to ensure the ability of customer to maintain their mortgage accounts.
- Complete account analysis and make recommendations for charge off, including review of lien position, fraud review and appraisal analysis based on HSBC Mortgage Services policy and guidelines.
Escalations Manager
Bank of America
Tampa, FL
09.2012 - 01.2013
- Provided customer solutions to complex or escalated issues by providing seamless delivery of service, sales and/or fulfillment requests by answering calls, text messages or emails in a contact center environment.
- Performed routine account related transactions.
- Referred customers to the appropriate line of business for products not supported.
- Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.
- May handle escalated issues by successfully navigating the organization to resolve customer requests.
Customer Service Representative
Social Security Administration
Kansas City, MO
10.2009 - 06.2011
- Perform technical and clerical duties involving contacting debtors for the purpose of examining, collection, control, documentation and deposition of overpayment of Social Security Administration.
- Negotiate with debtors for a quick and effective solution to account challenges.
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
- Negotiate with debtors to secure payments.
- Interpret laws, policies, and procedures established by Social Security to fulfill the requirements for collections, termination, waiver requests, negotiations and update data.
Account Manager
JP Morgan Chase
Tampa, FL
06.2011 - 02.2010
- Responsible for contacting delinquent borrowers to determine intent on private student loans.
- Responsible for negotiating payment options for forbearance plans, repayment plans, reinstatements and other possible workouts.
- Advise of possible consequences of not meeting those obligations.
- Knowledge of Fair Debt Collection Practices, due diligence, skip tracing and generally accepted accounting principles.
Education
Business Management -
Maple Woods Community College
References
References upon request
Phone
cellular, (816) 588-1049
Timeline
Veterans Service Representative(VSR)
Department of Veterans Affairs
07.2023 - Current
Notary By Mari
Self Employed Notary
04.2021 - 07.2023
Loss Mitigation Coordinator
Planet Home Lending, LLC
12.2015 - 04.2021
Bankruptcy Specialist
HSBC
02.2013 - 12.2015
Escalations Manager
Bank of America
09.2012 - 01.2013
Account Manager
JP Morgan Chase
06.2011 - 02.2010
Customer Service Representative
Social Security Administration
10.2009 - 06.2011
Business Management -
Maple Woods Community College