Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaan R. Wells

Laveen,AZ

Summary

An experienced and motivated accounts receivable and customer relations professional possessing over 10 years of experience, seeking a challenging career as an organizational asset where my skills and experience in private sector and financial institutions will be utilized for the advancement of your organization.

Overview

15
15
years of professional experience

Work History

Loss Mitigation Specialist/Single Point of Contact

NewRez/Shellpoint Mortgage Servicing
Tempe, AZ
04.2024 - 07.2026
  • Managed high call volumes while providing exceptional customer support while maintaining professional composure.
  • Kept servicing files up-to-date with the necessary documents and correspondence needed to ensure a comprehensive record of the homeowners account activity is maintained and communicated.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
  • Evaluated loss mitigation requests and documents to verify accuracy and completeness.
  • Evaluated pay stubs, credit history, tax information and bank statements for financial status.
  • Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
  • Conducted comprehensive loan reviews, identified opportunities for modifications, deferments, liquidation and alternative repayment plans.
  • Contributed to departmental performance metrics by consistently meeting or exceeding established goals for successful loan modifications, short sales, and other loss mitigation solutions.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Implemented an employee engagement program to bridge the gap between upper management and Frontline Loss mitigation employees.

Customer Interaction Specialist

Cenlar FSB
Tempe, AZ
09.2021 - 12.2022
  • Processed phone payments for mortgage customers while averaging 60+ calls per day
  • Answered customer calls promptly, minimizing on-hold wait times
  • Developed strategies to address customer needs and resolve concerns, maintaining high customer satisfaction
  • Selected for training on a specialized team that used advanced systems to reset passwords and online profiles.
  • Provided technical assistance to users of web applications. to web application users.

SR. Equipment Finance Department Collector III

Bank of the West/BNP Paribas
09.2018 - 08.2021
  • Managed commercial collections portfolio for 25 equipment leasing vendors, collected past due payments, ensured customer file accuracy, generated collection and past due notices, provided backup processing for checks-by-phone, and resolved invoicing issues to streamline collection efforts.
  • Determined cause of delinquency through collected information, developed strategies for fund collection, and monitored payment plans to enhance recovery of overdue accounts.
  • Delivered exceptional customer service during collection calls, maintaining a calm and professional demeanor to foster positive client relationships.
  • Achieved performance goals on consistent basis and maintained high volume of calls and met demands of busy department.

Relationship Manager

Chase Bank
Phoenix, AZ
07.2011 - 08.2017
  • Managed high-volume inbound and outbound mortgage banking calls to provide mortgage assistance and foreclosure alternatives
  • Communicated regularly with borrowers to understand their specific needs and to assist with preparation and submission of documents needed to determine eligibility of possible workout options to prevent foreclosure such as repayment plans, modifications and liquidation options
  • Communicated regularly with borrowers to identify specific needs and assist with preparing and submitting eligibility documents for workout options to prevent foreclosure, including repayment plans, modifications, and liquidation options
  • Actively participated in Culture Council which curated recommendations to improve workplace culture and promoted employee engagement.

Education

Bachelor of Arts - Organizational Studies

Fontbonne University
St Louis, MO

Skills

  • Regulatory compliance
  • Document management
  • Financial Analysis
  • Data Risk Assessment
  • Regulatory compliance
  • Conflict resolution skills
  • Foreclosure prevention
  • Mortgage servicing
  • Default management
  • Negotiation expertise
  • Presentation skills
  • Business analysis
  • Process improvement
  • Project management

Timeline

Loss Mitigation Specialist/Single Point of Contact

NewRez/Shellpoint Mortgage Servicing
04.2024 - 07.2026

Customer Interaction Specialist

Cenlar FSB
09.2021 - 12.2022

SR. Equipment Finance Department Collector III

Bank of the West/BNP Paribas
09.2018 - 08.2021

Relationship Manager

Chase Bank
07.2011 - 08.2017

Bachelor of Arts - Organizational Studies

Fontbonne University

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