Sibyl Atkins
Underwriter
Palatine,IL
Summary
Proactive Consumer Underwriter and Collections Specialist with extensive experience in consumer lending, credit risk evaluation, and loss mitigation. Successfully optimized customer satisfaction and reduced delinquencies by implementing effective procedures and providing expert guidance. Brings strong analytical skills, attention to detail, and the ability to manage complex financial situations
Overview
25
25
years of professional experience
Work History
Consumer Underwriter
BCU
08.2019 - Current
- Identified areas for improvement in existing consumer lending products by analyzing market trends and competitor offerings.
- Implemented effective monitoring procedures to track loans post-approval, ensuring timely identification of potential delinquencies and proactive management of credit risk.
- Continuously updated knowledge on industry trends, regulatory changes, and best practices to ensure the highest level of expertise in consumer underwriting processes.
- Optimized customer satisfaction through clear communication of loan terms, conditions, and requirements during the underwriting process.
- Collaborated with loan officers to provide guidance on complex borrower situations, facilitating sound lending decisions.
- Reduced turnaround times for loan approvals by efficiently managing workload priorities and collaborating closely with other departments involved in the lending process.
Collections Representative
BCU
09.2018 - 08.2019
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Used skip tracing and other techniques to locate debtors and updated information in company system.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used probing techniques to determine debtors' reasons for delinquency.
- Forged positive relationships with clients, understanding their unique situations while effectively managing outstanding debts.
- Reduced delinquency rates for assigned accounts through persistent follow-up and effective communication.
- Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
- Negotiated to collect balance in full.
- Trained new team members on scripts, company services, and collection strategies.
Collection Customer Service Representative
Wells Fargo
10.2008 - 01.2018
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Initiated repossession process or service disconnection upon failure of other collection methods.
Loss Mitigation Specialist
HSBC
11.1999 - 10.2008
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Achieved successful loan modifications through diligent analysis of borrower financial information and negotiation with lenders.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
- Assisted with short sales and deed in lieu processes.
- Helped customers navigate options to maintain homeownership.
- Reached out to borrowers to discuss current status and loan workout options.
Education
Associate of Science - Accounting And Business Management
Colorado Technical University
Colorado Springs, CO11.2011
Skills
- Consumer Lending
- Time management abilities
- Loan Underwriting
- Tax Return Analysis
- Credit risk evaluation
- Debt-to-Income Analysis
- Teamwork and Collaboration
- Reliability
- Excellent Communication
- Organizational Skills
- Attention to Detail
- Problem-solving abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 8 staff members.
- Documented and resolved interest rate issues which led to member satisfactions
- Achieved positive results by completing webinars with accuracy and efficiency for business income tax assessments.
Languages
English
Full Professional
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionPaid time offHealthcare benefitsPersonal development programsPaid sick leave401k match4-day work weekTeam Building / Company RetreatsStock Options / Equity / Profit SharingQuote
If you want others to be happy, practice compassion. If you want to be happy, practice compassion.
Tensin Gyatso, Fourteenth Dalai Lama
Timeline
Consumer Underwriter
BCU
08.2019 - Current
Collections Representative
BCU
09.2018 - 08.2019
Collection Customer Service Representative
Wells Fargo
10.2008 - 01.2018
Loss Mitigation Specialist
HSBC
11.1999 - 10.2008
Associate of Science - Accounting And Business Management
Colorado Technical University
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