Sommer Linley

• Interim Supervisor duties included managing a team of 16 employees. Daily time and attendance tracked. Identifying denials and authorizations that were pending or unresolved. Completed cash drawer audits, authenticated monthly scorecards, and Medicare audits. Attended leadership meetings and interviews. Made offer and hired a new hire. Created a positive work environment, maintained high morale, and continued to mentor staff. Maintained confidential items and privacy of staff. Met all deadlines given from upper management.
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Collected and validated patient demographics and insurance information.
• Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
• Trained new staff on hospital processes and procedures.

• Performed as the sole Collector for the company, responsible for checking and responding to the Loan Servicing folders
• Created various excel spreadsheets for management and for the investor to show performance results
• Audited the investor and verified client accounts ensuring all accounts were handled efficiently daily.
• Provided daily communication with the investor's representatives via email and phone.
• Created a monthly excel spreadsheet for mortgage payments due.
• Responsible for sending out payment due letters the month before due and communications during the month.
• Negotiated payment plans for consumers to ensure payments were received.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

• Managed and serviced workflow of delinquent accounts.
• Secured on-time payments and collected on delinquent accounts with tailored payment plans.
• Maintain number of calls and dollars collected daily.
• Interacted with Quality Control. Compliance, and Treasury for problem resolution, risk evaluation and compliance concerns.
• Followed guidelines to ensure fraud, risk, and delinquencies are mitigated.
• Communicated with approximately 70 clients daily to understand needs and explain product value.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
• Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
• Prepared documents for underwriting by verifying client income, credit reports, and other information.
• Set up and completed loan submission packages.
• Expert in various skip tracing methods using Lexis Nexis, Accurint, etc
• Vast knowledge of reading tax returns, financial statements, estate wills, credit bureaus, HOA terms and contracts, and property insurance documents needed for new loans and loss mitigation options
• Maintained and accomplished high performance, quality, and customer service standards.

• Created and implemented quality score cards used to measure the agent's customer service skills.
• Provided listening feedback and coaching from the recorded calls.
• Created education courses and refreshers for the staff.
• Maintained updated knowledge of the project program and requirements to ensure contract compliance.
• Listened to calls either recorded live or side-by-side while communicating feedback.
• Encouraged good practices and discouraged bad ones.
• Identified calls failing to meet predefined standards and identified the problem.
• Implemented agent training and coaching initiatives for 75 staff members.
• Oversaw onboarding and training of new employees to promote qualified and well-coordinated team.
• Evaluated interactions between associates and customers to assess personnel performance.

KEY POSITIONS HELD:

SENIOR ACCOUNT COLLECTIONS SPECIALIST,

February 2008-January 2012

• Assessed customers' financial state to determine their ability to stabilize and repay delinquent loan accounts from 5 day to charge off accounts
  Prepared monetary adjustments, debt management, estate, and bankruptcy referrals.
• Assessed customers' financial state to determine their ability to stabilize and repay delinquent loan accounts from 5 day to charge off accounts
• Prepared monetary adjustments, debt management, estate, and bankruptcy referrals.

SENIOR MARKETING ADVISOR, April 2006-February 2008

• Recognized and awarded Top Regional Performer for outstanding sales/customer service multiple times.
• Assisted with education for new hires and core staff of the company.
• Provided floor coverage to diffuse and/or escalate calls to management, while making sure the customer was educated on the different solutions that were available.

CUSTOMER MARKETING ASSOCIATE I,II,III, June 2003-April 2006

• Provided one call resolution on inquiries, requests, and dilemmas.
• Delivered superior customer service in an inbound call center environment.
• Deepened relationships be way of cross selling products and services where appropriate, to maximize customer retention.