Patina Rosario

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.

• Navient, Newark, Delaware, Team Lead, Collections, 10/17, Present, Conducted training and coaching sessions for new employees during the onboarding process., Demonstrated a strong knowledge and understanding of CFPB, REG F, FDCPA, TCPA, and FCRA regulations., Distributed daily, weekly, and monthly reports on progression, dialer stats, rejected payments, and insufficient funds., Assisted in team meetings to address team productivity, compliance, and quality assurance., Conducted audits to ensure customer programs were offered and processed in compliance with regulations., Provided employee coaching, emphasizing moral standards, and motivated the team to achieve goals., Conducted time audits and production analysis to optimize efficiency and performance., Counseled students and/or parents about financial aid, financing, and repayment options to prevent default., Delivered student presentations covering financial literacy, entrance, and exit counseling., Assisted management with special projects from beginning to end, contributing to successful project completion.
• RKL Financial (subsidiary of Navient), Wilmington, DE, Sr. Lead Mortgage Servicing Specialist, 10/16, 10/17, Processed payments, including posting, reversing NSF's, lockbox, ACH, and record updates., Handled lien releases and ACH transactions., Managed misapplied payment inquiries and initiated investigations with client banks and RKL beneficiary banks., Assisted clients daily with online payment tools and guided them through ACH, Debit, and Credit Card payment methods., Addressed 25+ client inquiries daily, providing prompt and effective solutions., Completed file transmission investigations., Served as an IT liaison with clients, opening, tracking, and processing IDT Tickets., Set expectations and maintained engagement with clients from issue identification to resolution, providing cradle-to-grave service., Specialized in Real Estate Tax Processing for escrowed accounts, REO properties, and Bankruptcy Processing., Analyzed Credit Bureau Disputes, formulating accurate and timely responses using E-Oscar/ACDV.
• Navient, Newark, Delaware, Collections Specialist II, 10/15, 10/16, Utilized analytical skills to identify and resolve problems through effective collection methods in a timely manner., Consistently achieved and surpassed all monthly collection goals, exceeding performance metrics., Processed IDT tickets to escalate and resolve borrower's concerns, ensuring swift resolution., Mastered skip tracing tools to locate and resolve delinquent accounts, contributing to improved collection outcomes., Proactively answered questions and inquiries from borrowers regarding their student loans to prevent defaults., Assisted borrowers with changing repayment plans, deferment, or forbearance applications, ensuring tailored solutions., Demonstrated strong negotiation skills in various aspects of collection activities.
• Allstate Agency, Smyrna, DE, Office Manager/Sales, 03/13, 10/16, Managed a team of 4, providing leadership, guidance, and support to achieve collective goals., Implemented effective strategies to assist in achieving monthly goals in Auto and Home sales., Maintained meticulous records related to individual policies, trailing documents, and agency audit reports., Conducted thorough reviews of processed information for quality assurance, providing performance initiatives for employee productivity., Consistently met and exceeded monthly sales quotas., Possessed a Delaware Insurance P&C License Certification and was authorized to sell and bind Insurance Policies., Conducted client training to navigate online payment tools and account access, enhancing customer satisfaction., Managed special projects, ensuring successful completion from inception to conclusion., Prioritize clear communication and responsiveness to meet the needs of both internal teams and external stakeholders.

Adept at navigating MS Windows, Word 6.0, Basic, PowerPoint, Excel, Windows NT, and the Internet.

Demonstrated proficiency in safety, health, and environmental guidelines and regulations. Possesses strong knowledge and understanding of CFPB, REG F, FDCPA, TCPA, and FCRA regulations.

Known for accelerated technical aptitude and effective problem-solving skills during critical operating tasks

Currently managing a team of 10 people.