Molly Todd
Surprise ,AZ
Summary
Assertive Collections Supervisor with 2 years of experience managing collections agents for a mortgage company. Researched claims and handled escalated cases. Selected and trained excellent representatives for collections team.
Overview
5
5
years of professional experience
Work History
Collections Supervisor
Specialized Loan Servicing
2022.03 - Current
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Collaborated on collection and dispute resolution issues.
- Established rapport with borrowers, negotiating payment arrangements and ensuring timely followup.
- Adapted department strategies as needed based on market changes or shifts in company priorities related to the mortgage industry.
- Continuously evaluated team performance metrics and adjusted strategies accordingly to ensure consistent achievement of established targets in mortgage collections operations.
- Managed a high-performing team of collectors, consistently meeting or exceeding established targets and goals.
- Created a positive work environment that fostered teamwork and promoted continuous learning for staff members.
- Led regular team meetings to discuss progress against goals, address challenges faced by collectors and share best practices.
- Implemented quality assurance measures to maintain accuracy in account status updates and documentation procedures.
- Assisted in resolving escalated customer complaints by utilizing advanced negotiation skills and demonstrating empathy towards borrowers'' circumstances while maintaining business objectives.
- Evaluated employee performance regularly to identify strengths, weaknesses, and opportunities for growth within the team.
Quality Assurance Coach
Specialized Loan Servicing
2021.06 - 2022.03
- Provided coaching and mentoring to employees.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
Collections Agent
Specialized Loan Services
2020.11 - 2021.06
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Achieved performance goals on consistent basis.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Customer Care Specialist
Specialized Loan Servicing
2019.08 - 2020.11
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
Education
Humanities And Science High School
Phoenix, AZSkills
- Team Supervision
- Staff Training
- Staff Coaching
- Payment Negotiation
- Empathy and Tact
- Mortgage Collections
Timeline
Collections Supervisor
Specialized Loan Servicing
2022.03 - Current
Quality Assurance Coach
Specialized Loan Servicing
2021.06 - 2022.03
Collections Agent
Specialized Loan Services
2020.11 - 2021.06
Customer Care Specialist
Specialized Loan Servicing
2019.08 - 2020.11
Humanities And Science High School
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