Marlon B. Wolfe
Pflugerville
Summary
To obtain and excel in a permanent role with growth opportunities while being able to contribute my experience, adaptability and exceptional customer service skills.
Five years of experience working in customer service/call center roles answering a high volume of calls. Debt Recovery Analyst - Contractor for the Bureau of Fiscal Service call center in Austin, TX. Combined experience of three years processing forward and reverse mortgages. Results-driven and receptive to constructive feedback to excel. Sincerely enjoys teamwork and fostering positive relationships.
Overview
16
16
years of professional experience
Work History
Debt Recovery Analyst – Contractor (GS-07 Level)
NAI Personnel – U.S. Treasury | Bureau of the Fiscal Service
01.2024 - 04.2024
- Assisted in government-wide debt collection to consolidate the amount of delinquent debt owed to the government through efficient processes through receiving inbound calls.
- Processed customer payments utilizing Artiva Web database.
- Obtained all required supporting documents from debtor/customer and analyzed financial statements to set-up payment arrangements of delinquent debt.
- Reviewed and analyzed correspondence and documents to include, but not limited to tax documents, financial statements, hardship letters and asset review using the Integrated Document Management System (IDMS) and agency profiles using cross-servicing applications.
- Accessed multiple automated tools and applications (i.e. Treasury Offset Web Client and cross-servicing databases, knowledge management, etc.) containing debtor information and reference material.
Financial Operations Research
Apple via Apex Systems
01.2023 - 04.2023
- Handled critical customer tasks and extraordinary scenarios from frontline specialists.
- Resolved unusual situations including outreach and follow up.
- Coordinated and worked cross-functionally to prevent and resolve critical issues.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
Remote Sr. Loan Processor
Spring EQ LLC
05.2021 - 04.2022
- Submitted closing requests to the title company/closing department once the loan is clear to close.
- Requested payoffs, appraisals, VOE’s, title commitment revisions and various third party documentation such as credit supplements, flood certs, 4506-Ts, tax transcripts, etc.
- Provided quality customer service to customers and liaison between various departments.
Sr. Loan Processor
Canopy Mortgage
06.2020 - 04.2021
- Processed Conventional, FHA, and VA loans.
- Performed welcome calls and sent welcome emails which included requesting borrower conditions.
- Assisted specialty departments in ordering appraisals using Mercury Network, ordering VOE's, tax transcripts, mortgagee clause updates on homeowners insurance policies, title packages, closing disclosures, payoffs, etc.
Debt Recovery Analyst – Contractor (GS-07 Level)
NAI Personnel – U.S. Treasury | Bureau of the Fiscal Service
04.2019 - 06.2020
- Assisted in government-wide debt collection to consolidate the amount of delinquent debt owed to the government through efficient processes through receiving inbound calls.
- Obtained all required supporting documents from debtor/customer and analyzed financial statements to set-up payment arrangements of delinquent debt.
- Reviewed and analyzed correspondence and documents to include, but not limited to tax documents, financial statements, hardship letters and asset review using the Integrated Document Management System (IDMS) and agency profiles using cross-servicing applications.
- Accessed multiple automated tools and applications (i.e. Treasury Offset Web Client and cross-servicing databases, knowledge management, etc.) containing debtor information and reference material.
Senior Loan Processor
American Advisors Group – Reverse Mortgage
01.2017 - 04.2018
- Requested and analyzed tax transcripts, financial/bank statements, property tax documentation, assets, paystubs, credit reports, title commitments, surveys, updated mortgagee clauses for insurances, etc.
- Liaised between loan officers, sales managers, underwriters, closers, etc.
- Mailed welcome packages.
Closing Coordinator
Express Employment Professionals – EPIC
11.2015 - 02.2016
- Scheduled closings for refinancing borrowers.
- Requested borrower’s authorizations and payoffs.
Central Appraisal Specialist
DHI Mortgage – D. R. Horton
05.2015 - 10.2015
- Requested, analyzed and uploaded appraisals, appraisal corrections and final inspections for FHA, VA, CONV, and USDA loans.
- Communicated with loan officers, processors, underwriters, and branch managers regarding appraisal statuses.
Home Loan Processor III
Wells Fargo Home Mortgage
08.2012 - 01.2013
- Electronically submitted FHA, VA, CONV loans within 7-10 days for final approval.
- Requested and analyzed tax transcripts, bank/financial statements, property tax documentations, assets, income documentations, payoffs, HOA verifications, HOI mortgagee clause updates, credit reports, etc.
- Provided outstanding teamwork updates internally to loan officers, sales managers, underwriters, etc.
STL Call Center Rep
EZ CORP
10.2011 - 08.2012
- Structured payment arrangements for delinquent borrowers.
- Serviced inbound and outbound calls regarding delinquent accounts.
CSR I – Collections
OneWest Bank via Guaranty Bank
09.2009 - 09.2010
- Provided excellent customer service in the mortgage collections call center.
- Processed mortgage payments, structure payment plans for delinquent customers.
- Processed money transfers and debit card orders and cancellations.
Merchant Teller
Wells Fargo Bank – Consumer & Commercial Banking
12.2007 - 02.2009
- Provided quality customer service.
- Processed wire transfers, deposits, and withdrawals.
Education
Some college courses have been completed
Fullerton College
Fullerton, CA01.2009
High School Diploma -
H. L. Bourgeois High School
Gray, LA01.2002
Skills
- Attention to detail
- Communication
- Written communication
- Verbal communication
- Organizational skills
- Decision-making
- Time-management
- Flexibility
- MS Office
- G-Suite
- Windows
- Software proficiency
- Managing confidential information
- Sound judgement
- Quality performance
- Positive attitude
Profile
Customer Support, Debt Recovery Analyst, Financial Operations Research, Loan Processor, Debt Recovery Analyst - Contractor for the Bureau of Fiscal Service call center in Austin, TX. Combined experience of three years processing forward and reverse mortgages. Results-driven and receptive to constructive feedback to excel. Sincerely enjoys teamwork and fostering positive relationships.
Timeline
Debt Recovery Analyst – Contractor (GS-07 Level)
NAI Personnel – U.S. Treasury | Bureau of the Fiscal Service
01.2024 - 04.2024
Financial Operations Research
Apple via Apex Systems
01.2023 - 04.2023
Remote Sr. Loan Processor
Spring EQ LLC
05.2021 - 04.2022
Sr. Loan Processor
Canopy Mortgage
06.2020 - 04.2021
Debt Recovery Analyst – Contractor (GS-07 Level)
NAI Personnel – U.S. Treasury | Bureau of the Fiscal Service
04.2019 - 06.2020
Senior Loan Processor
American Advisors Group – Reverse Mortgage
01.2017 - 04.2018
Closing Coordinator
Express Employment Professionals – EPIC
11.2015 - 02.2016
Central Appraisal Specialist
DHI Mortgage – D. R. Horton
05.2015 - 10.2015
Home Loan Processor III
Wells Fargo Home Mortgage
08.2012 - 01.2013
STL Call Center Rep
EZ CORP
10.2011 - 08.2012
CSR I – Collections
OneWest Bank via Guaranty Bank
09.2009 - 09.2010
Merchant Teller
Wells Fargo Bank – Consumer & Commercial Banking
12.2007 - 02.2009
High School Diploma -
H. L. Bourgeois High School
Some college courses have been completed
Fullerton College