Nicholas Batten
Herculaneum
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Resourceful Manager offering a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with a hardworking mentality to maintain the quality of services and products.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Call Center Manager
Premium Retail Services
09.2022 - Current
- I manage 40 phone agents, four team leads, and one supervisor in providing excellent support.
- Recruit, train, and onboard new agents, maintaining exceptional service standards.
- Conduct performance reviews for staff members to reduce resolution times and improve the satisfaction of our field representatives and clients.
- Lead weekly team meetings to review performance, set targets and motivate staff.
- Collect and analyze call center statistics, costs, and customer service metrics.
- Determine quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with field representatives.
- Evaluated data to identify trends and determine needs.
Operations Manager
PennyMac Home Loans
10.2021 - 07.2022
- Managed 12 mortgage processors and two two team leads.
- Utilized and trained associates on various financial products and software programs.
- Minimized workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout the entire mortgage process.
- Communicated with the originator and applicant concerning the progress of the loan file.
- Handled any conditions sent from underwriting departments.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Complied with established internal controls and policies.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
Team Lead - Home Loan Specialist III
PennyMac Home Loans
10.2020 - 10.2021
- Assisted the manager with operations for a team of 20, including training, performance management, and conflict resolution
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Earned “Exceeds expectations” as it relates to my job performance on a quarterly basis
- Served as a subject-matter expert for the department
- Assisted colleagues in problem-solving complex issues, helping them find creative solutions
- Participated in brainstorming sessions with team members to come up with new ideas
- Worked with other department heads to ensure seamless collaboration and communication
- Established and maintained positive relationships with team members and external stakeholders.
- Monitored pipelines to track and log the status of loans.
- Explained very technical financial information to applicants in easy-to-understand language.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
Home Loan Specialist II
PennyMac Home Loans
07.2018 - 10.2020
- Identified and addressed potential problems throughout the loan process to ensure a smooth and successful closing.
- Communicated with clients, processing teams, and other third parties to achieve prompt loan closings.
- Maintained a high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on the best way to complete the application process.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Checked loan documents for accuracy prior to closing.
Collection Manager/Skip Tracer
Consumer Collection Management
12.2014 - 07.2018
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Researched accounts and completed due diligence to resolve collection problems.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Worked with legal resources and recovery teams to manage default issues.
- Searched computer databases, credit reports, public records, or other resources to locate persons or to compile information for investigations.
- Skilled at working independently and collaboratively in a team environment.
- Identified the best-known address to locate the client's collateral or customer.
Customer Relationship Manager
Bank Of America
05.2012 - 12.2014
- Served as a key member of the Default Servicing Complaint Resolution Team
- Gold award recipient for providing excellent customer support to my clients, and their needs
- Educated clients on money management
- Built, and safeguarded strategic alliances with clients
- Oversaw the satisfactory completion of borrowers’ mortgage modifications, in an effort to keep them out of default and foreclosure.
- Managed customer relations on an ongoing basis to maximize customer retention.
- Made customers aware of current and new programs and services.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Credit and HUD Counselor
ClearPoint Credit Counseling Solutions
10.2010 - 04.2012
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Responded to client concerns and questions about credit scores and methods to improve numbers.
- Calculated clients' available monthly income to meet debt obligations.
- Received and submitted customer payments to further reduce open account balances.
- Interviewed clients by telephone or in-person to gather financial information.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions or payment plans.
- Produced budget tools, educational support and referrals for clients.
- Assisted clients with filing for bankruptcy and other debt-relief options.
- Self-motivated, with a strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
No Degree - General Studies
STLCC
St Louis, MOSkills
- Team Management
- Quality Assurance
- Process Improvement
- Conflict Resolution
- Leadership
- Creativity
- Customer Service
- Adaptability
- Problem Solving
- Data Analysis
- Time management
- Risk Management
- Team Coaching
- Escalation Management
Certification
- Actively fostered 23 children over the past 9 years. Adopted my first child in May of 2022.
- Licensed HUD Housing Counselor - Does not expire
Timeline
Call Center Manager
Premium Retail Services
09.2022 - Current
Operations Manager
PennyMac Home Loans
10.2021 - 07.2022
Team Lead - Home Loan Specialist III
PennyMac Home Loans
10.2020 - 10.2021
Home Loan Specialist II
PennyMac Home Loans
07.2018 - 10.2020
Collection Manager/Skip Tracer
Consumer Collection Management
12.2014 - 07.2018
Customer Relationship Manager
Bank Of America
05.2012 - 12.2014
Credit and HUD Counselor
ClearPoint Credit Counseling Solutions
10.2010 - 04.2012
No Degree - General Studies
STLCC
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