Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Personal Information
Timeline
Generic

Raymond McClendon

Phoenix,AZ

Summary

Senior Mortgage Loan Consultant, a global financial services company, providing end-to-end mortgage solutions. support the complete life cycle of mortgage products and services and provide best-in-class solutions for investors, lenders, asset holders, and consumers. As trusted experts, decades of experience anticipating situations before they become problems and preparing solutions before they become necessary.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Credit Collections Representative

American Express
01.2023 - 11.2023
  • Promoted a positive customer experience during the collections process, leading to increased client retention rates.
  • Supported management decision-making by providing detailed reports on collection activities and results regularly.
  • Improved customer payment rates by developing and implementing effective collection strategies.
  • Ensured company financial security by consistently meeting or exceeding assigned collection targets.

Senior Mortgage Loan Collections

Specialized Loan Servicing LLC
06.2019 - 10.2022
  • Company Overview: a global financial services company, providing end-to-end mortgage solutions
  • Support the complete life cycle of mortgage products and services and provide best-in-class solutions for investors, lenders, asset holders, and consumers
  • As trusted experts, decades of experience anticipating situations before they become problems and preparing solutions before they become necessary
  • A global financial services company, providing end-to-end mortgage solutions
  • Support the complete life cycle of mortgage products and services and provide best-in-class solutions for investors, lenders, asset holders, and consumers

Mortgage Collection Specialist

Real Time Resolutions
04.2018 - 02.2019
  • Company Overview: Customer Solution Professional will manage a file of charged-off, delinquent consumer accounts referred to us by our clients
  • As a Customer Solutions Professional you will be tasked with generating revenue and obtaining monthly collection goals by calling consumers, discussing their account status and negotiating the best arrangements on behalf of our clients
  • You will go through an intensive and effective paid training program to set you up for success at RTR
  • Entrepreneurs, veterans, auto sales, retail sales, account managers and commission sales people often succeed in this unique and diverse environment
  • Customer Solution Professional will manage a file of charged-off, delinquent consumer accounts referred to us by our clients

Travel Consultant

International Cruise and Excursions
08.2017 - 04.2018
  • As a sales representatives fulfill the travel and vacation dreams of our members every day, by helping them use their incredible member benefits like free hotel stays and airline tickets, and greatly discounted cruise packages
  • Able to understand and demonstrate consultative selling techniques
  • Field inbound calls or make outbound calls for the majority of your shift
  • Directly responsible for selling ICE's packages and services
  • Become an ICE brand expert to assist members in finding the products that are best for them
  • Assist members with understanding program benefits and consult them on product inquiries
  • Manage member information confidentially and accurately to ensure transactions are processed correctly
  • Ability to build rapport and relationships in a phone based environment
  • Tenacity and determination to overcome adversity and objections
  • Willing to ask for the sale

Collections Specialist

Wells Fargo
02.2016 - 10.2016
  • Company Overview: Wells Fargo Dealer Services is responsible for mitigating losses by collecting on the highest degree of designated high risk delinquent accounts
  • Locate customers and collateral through advanced skip trace techniques
  • Maintain good customer relations with borrowers and effectively solves problems to resolve account delinquency and prevent losses
  • Ensure proper vendor and expense management to achieve company goals
  • Properly works assigned accounts to locate the customer and/or collateral by performing advanced loss prevention activities (i.e
  • Basic and advanced skip tracing with the use of internal and external resources including business partners and interpersonal skills)
  • Negotiate account resolution, accurately input and document all actions within the collections system on an as happens basis
  • Wells Fargo Dealer Services is responsible for mitigating losses by collecting on the highest degree of designated high risk delinquent accounts

Member Services Phoenix

Desert Schools Federal Credit Union
06.2015 - 02.2016
  • Responding to member's questions and concerns regarding financial solutions such as making transfers, payment, process loan advances, and quote loan payoffs
  • Provide service transactions with a high level of integrity, professionalism, and charisma
  • Identify opportunities to introduce members to new products and service while cross-selling and generating leads for other members of the sales team

Inside Sales Agent

Safety Services Company
02.2014 - 10.2014
  • Committed to customer sales satisfaction and satisfying compliance
  • Works hard to the numbers on the board
  • Dedicated to strong attendance, gaining knowledge, and acting with business Owners in the major oil gas and petroleum industry

Back End Collector

Green Tree Tempe
11.2011 - 04.2013
  • Persuade delinquent (1-30 day late) customers through telephone contact to become current while using professionalism and tact
  • Provide thorough, detailed, and accurate account updates in collection system for each call made
  • Responsible for meeting assigned production standards, by collecting delinquent payments and by arranging payment plans over the phone
  • Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service
  • Thorough knowledge of the Company Standard Operating Procedures, finance programs, as well as state and federal legal requirements (FDCPA) about collections procedures, bankruptcies, and repossessions, keeping abreast of current requirements and changing legislation
  • Regularly update Collection Supervisor on status of accounts and special situations
  • Reviewing, analyzing, and underwriting routine individual consumer requests
  • Analyzing and understanding credit bureau information, collateral valuation reports, tax returns, financial statements, property insurance declaration pages, HOA/Association documents and other supporting documentation to verify customer financial and property data
  • Answering incoming telephone inquiries from borrowers reviewing modification documents against servicing systems and make corrections/ensuring modifications are fully completed
  • Auditing modification packages, ensuring customer has sent in all information required for processing
  • Ensure necessary steps are taken to resolve modification discrepancies within established deadlines other duties as assigned

Finance Counselor

Grand Canyon University Peoria
09.2010 - 06.2011
  • Review student Title IV financial aid certifications, perform Return to Title IV (R2T4) calculations, and intercede for students with participating departments
  • Processes R2T4 calculations and audits to verify accuracy, completeness and compliance with local, state and federal regulations and policies
  • Accurately performs various financial aid processes, such as reviewing disbursement eligibility, leaves of absences, and certifications of loans and grants

Collections Agent

NCI Collections
09.2009 - 09.2010
  • Accurately assess the consumer financial condition by conducting thorough inquiries
  • Determine the reason for delinquency and find creative solutions to resolve the situation
  • Tracks and maintain all customer accounts throughout the collection process ensuring prompt payment recovery of all outstanding balances
  • Perform customer account maintenance activities to include account reviews, reconciling aging levels, verifying account balances, applying payments, monitoring collection activities, and updating accounts in compliance with established corporate policies and procedures
  • Adhere to the State and Federal regulations pertaining to collection activities meet corporate standards for call quality assurance and structure

Arizona Lease Consultant

Chase Bank Phoenix
01.2006 - 02.2008
  • Responsible for resolving customer inquiries and recognizing sales opportunities in an incoming call center environment
  • I will provide personalized service (telephone and/or written) to meet or exceed clients' time and quality expectations
  • Execute transactions promptly and accurately respond to client requests and inquiries
  • To meet these demands, focus on understanding the firm's service policies, and legal compliance regulations, as well as, our products and services
  • Upon completing the customer's service request, you will then transition the conversation to offer additional benefits, services, and products for Chase customers

Education

Diploma -

Continental Academy High School
Coral Gables, FL
03.2005

Skills

  • Collections
  • Financial Analysis
  • Salesforce
  • Sales
  • Customer Service
  • Excel
  • Skip Tracing
  • Self Motivated
  • Excellent organizational and time management skills
  • Excellent interpersonal and communication skills
  • Understand importance of Customer service, collections, Sales, and FDCPA Rules
  • Ability to recognize problems and develop solutions
  • Good working under pressure, complete tasks in a timely manner
  • Microsoft Windows
  • Microsoft Excel
  • Microsoft Word
  • Microsoft Access
  • Microsoft PowerPoint
  • Microsoft Outlook
  • Lotus Notes
  • Advanced computer skills
  • Conduct business related mathematics
  • Typing 50wpm

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification

Real Estate Prelicensing, 04/01/12, Present

Personal Information

Authorized To Work: Authorized to work in the US for any employer

Timeline

Credit Collections Representative

American Express
01.2023 - 11.2023

Senior Mortgage Loan Collections

Specialized Loan Servicing LLC
06.2019 - 10.2022

Mortgage Collection Specialist

Real Time Resolutions
04.2018 - 02.2019

Travel Consultant

International Cruise and Excursions
08.2017 - 04.2018

Collections Specialist

Wells Fargo
02.2016 - 10.2016

Member Services Phoenix

Desert Schools Federal Credit Union
06.2015 - 02.2016

Inside Sales Agent

Safety Services Company
02.2014 - 10.2014

Back End Collector

Green Tree Tempe
11.2011 - 04.2013

Finance Counselor

Grand Canyon University Peoria
09.2010 - 06.2011

Collections Agent

NCI Collections
09.2009 - 09.2010

Arizona Lease Consultant

Chase Bank Phoenix
01.2006 - 02.2008

Diploma -

Continental Academy High School

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Raymond McClendon