Shakia L. Richardson
Fort Worth,TX
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Dynamic individual with hands-on experience in Quality Monitoring and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
8
8
years of professional experience
Work History
SCR/Quality Monitoring
Nationstar Mortgage
10.2016 - 12.2024
- Performs testing, monitoring, and oversight processes and programs of and independent business line.
- The testing include operational compliance and control related to regulatory and investor requirements in addition to operational risk points.
- Determines non-compliant operation and documents details
- Monitor inbound and outbound calls to assess associates demeanor, technical accuracy, customer service performances and conformity to company policies and procedures
- Effectively manager time deadlines and make independent decisions with little to no supervision
- Worked from Excel spreadsheet daily to complete reporting, apply funds and complete modification and forbearance request
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Perform and manage inbound/outbound calls
- Empathetically communicate with delinquent borrowers via mail/phone
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Review finances/expense documents for workout options
- Mentored and coached team members on QA topics and strategies.
- 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.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Counseled debtors on payment options and arranged installment agreements.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Education
No Degree - Occupational Studies
University of Texas At Arlington
Arlington TXSkills
- 8 years of professional stellar mortgage industry
- Quickly adjusts to changing priorities and dynamics
- Problem-solving
- Conflict resolution skills
- Teamwork and collaboration
- Proficient in meeting deadlines with minimal supervision
- Friendly, positive attitude
- Effective leadership skills
- Attention to detail
- Multitasking and organization
- Multitasking
- Strong verbal and written communication skills
- Dependable and responsible
- Proficient in MS Office and various software systems
- Monitoring calls from agents ranging from customer service level 1 through customer advocacy escalations team
- Monitoring compliance with CFPB regulations
Timeline
SCR/Quality Monitoring
Nationstar Mortgage
10.2016 - 12.2024
No Degree - Occupational Studies
University of Texas At Arlington
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