Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Medina

Orlando

Summary

Experienced mortgage collections specialist dedicated to delivering exceptional results and fostering effective team collaboration. Proficient in managing delinquent accounts, negotiating payment plans, and resolving disputes while adapting to evolving needs. Known for reliability and resourcefulness, with a talent for maintaining positive client relationships and ensuring strict compliance with industry regulations.

Overview

16
16
years of professional experience

Work History

Mortgage Collector Lead (Remote)

Hilton Grand Vacations
01.2020 - Current
  • Prepare periodic reports on team specific tasks/goals and performing collection functions as the department’s workload determines.
  • Maintain required levels of phone activity, contact percentages and other key indicators
  • Legally, ethically and confidentially handle any correspondence and/or payments received
  • Maintain detailed and organized support documentation related to the handling of any owner account
  • Request skip tracing
  • Continually work to keep delinquency and defaults low to avoid setting off triggers established by investors/lenders that may have a negative financial impact on the company
  • Maintain accurate banking and customer information in LSAMS, Western Union/Speedpay and within other departments in the Company
  • Assist management in supervising collection activity to maintain acceptable delinquency percentages while remaining in compliance with applicable laws, regulations, policies and procedures.
  • Motivate and guide staff to clarify each debtor’s position and reason for nonpayment, and set an agreed-upon plan forward
  • Introducing phone call management techniques that improved team efficiency by 12%
  • Assist in on-going monitoring and providing feedback to collectors to ensure compliance with collection policies and procedures, including call monitoring and quality assurance
  • Collaborated with HR to manage the payroll processing for temporary and contract workers

Senior Recruiter/Onboarding Specialist

Boricua College
09.2014 - 01.2020
  • Conducted interviews, tours, and evaluated each prospective student based on needs, desires, interests, qualifications, and in accordance with all college policies and procedures
  • Complied with all applicable federal and state regulations, standards and requirements
  • Presented information in a factual and ethical manner to prospective students and others regarding the school's programs, tuition, fees, payment plans, and other policies
  • Assisted students with the finalization of the enrollment process and starting date
  • Developed onboarding plans and materials for new students, including orientation schedules, handbooks, and student onboarding checklists
  • Monitored and documented all onboarding activities to ensure compliance with applicable laws and regulations
  • Developed an ongoing relationship with the prospective student from enrollment

Behavioral Aide

Department of Education
10.2008 - 09.2014
  • Implemented citywide practices that provide support and assistance to students, parents, and teachers for those general education students who have behavior needs/concerns
  • Mentored students wherein behavior, school progress, mental or physical impairment indicated need for assistance and/or arrange for needed services
  • Assisted in recommending methods to address improvement opportunities
  • Implemented positive reinforcement strategies within the classroom setting to encourage desired behaviors and discourage negative ones
  • Facilitated group activities focused on social skills development, fostering improved peer interactions among students
  • Served as a liaison between students, families, teachers, and administrators to coordinate support services related to behavioral health concerns
  • Provided ongoing communication with parents and guardians regarding student progress, promoting a collaborative approach to behavior improvement
  • Reduced classroom disruptions by providing one-on-one coaching sessions for students struggling with behavioral issues

Education

MS - Cyber Security & IT

Capella University
Minneapolis, MD
01-2026

Bachelor of Science - Human Services

Boricua College
Bronx, NY
06-2018

Skills

    Collections Software: Autodialer Systems, Skip Tracing, Collections Management System (CMS), Experian

    Financial Software: Oracle Financial Services, ACI Speedpay, Clientline, LSams, Salesforce

    Regulatory Knowledge: Fair Debt Collection Practices Act (FDCPA), Consumer Credit Protection Act (CCPA)

    Language: English (Native), Spanish (Conversational)

    Communication: Negotiation, Email Management Systems, Live Chat Platforms

    Others: Payment Processing Systems, Account Reconciliation, Risk Assessment, Reporting

Timeline

Mortgage Collector Lead (Remote)

Hilton Grand Vacations
01.2020 - Current

Senior Recruiter/Onboarding Specialist

Boricua College
09.2014 - 01.2020

Behavioral Aide

Department of Education
10.2008 - 09.2014

MS - Cyber Security & IT

Capella University

Bachelor of Science - Human Services

Boricua College

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Stephanie Medina