Suzie Locke
Vancouver,WA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. History of consistently meeting or exceeding all performance and service objectives. Knowledgeable about monitoring accounts, conducting investigations and documenting actions. Hardworking and diligent professional well-versed in effective account resolution techniques.
Overview
19
19
years of professional experience
Work History
Account Resolution Specialist
Wells Fargo
05.2018 - 08.2023
- Started career with Wells Fargo responsible for making outbound calls to customers who have an overdrawn checking account and working with the customers to provide a resolution
- Worked in a fast-paced environment
- Provided superior customer service, maintain professional etiquette while collecting delinquent accounts
- Access multiple programs; CACS, HOGAN, FDR,CSS
- Consistently met high production and quality standards
- Promoted to Account Resolution Specialist in the Executive office business customer complaints
- Navigated multiple computer systems, applications and utilize search tools to find information
- Responsible for all controls related to FCRA
- Reviewed complaints for credit verbiage and correct them when needed
- Reviewed the controls for overdrawn or disputed checking accounts
- Reviewed cases to ensure the agent has closed the case correctly and review all the appropriate codes have been added or removed from the complaint
- Promoted to product subject matter expert and trained my team to work on the CACS system.
Owner Operator
Play All Daycare
04.2016 - 11.2017
- As the owner of Play All Daycare I was responsible for all aspects of the daycare, food planning and preparation, planning daily activities, bookkeeping, marketing, sales
- Observing and providing updates to parents as needed regarding meals, naptime, diapering issue's (such as rash), potting training successes, what was learned today, how he or she interacted with other children, something new he or she learned, and any discipline issues
- My main objective is to have fun, improve social skills, and encourage creative expression
- Utilized a variety of activities to accomplish this goal
- Free play, reading, arts and crafts, music/singing, dancing, dramatic play/pretend, puzzles, and educational TV/videos are just some of the activities I provide.
Judicial Foreclosure Specialist
RCO Legal
03.2015 - 03.2016
- As the Pre-Foreclosure Specialist I am responsible for preparing a loan for a timely Foreclosure by supporting attorneys in the Foreclosure process
- Prioritize and multi-task in a fast paced work environment, drafting all documents needed in the foreclosure process, including Judgments of foreclosure, Stipulated Judgments, Motions and Orders
- Pulling court dockets to verify case proceeding
- Prioritizing large caseloads
- Knowledge of all client platforms and reporting systems (i.e
- LPS, Black night, VendorScape)
Customer Service
Manpower
09.2014 - 03.2015
- Responsible for supporting and enhancing the overall UL experience for internal and external customers in a timely manner
- Billing inquiries+
- Problem solving
- Posting credit card payments
- Generating service requests to track open issues, provide general customer service and administrative support, providing clear and concise communication to both internal and external customers.
Collections / Loan Adjuster 1
Wells Fargo Financial
06.2009 - 01.2013
- I began my career with Wells Fargo as a credit card collector
- After 3 years in collections, I transferred to the mortgage department working with borrowers in the mediations department
- I worked in a fast paced, changing and challenging business environment
- I followed and maintained NSS (National Servicing Standards) within the Mortgage department
- Followed detailed instructions, prioritized and maintained a large volume of work
- Ability to handle confidential material in a professional, highly ethical manner
- Identified, maintained , tracked and logged requested documentation for loan modification review
- Communicated with attorneys and borrowers of loan modification decision, current status, options and timelines
- Answered inbound inquiries, interviewed borrowers to understand their specific situation, access information on multiple systems, communicate and coordinate with multiple servicing departments
- Worked with attorneys and borrowers to set up work out payment plans, follow up, close modifications, and help with short sale or deed in lieu process
- Analyzed credit documents
- Knowledge of all investor guidelines.
Collection Officer / Teller
Lacamas Community Credit Union
09.2004 - 05.2009
- Began my career with Lacamas Community Credit Union as a Teller
- In 2006 I was promoted to a Collections officer
- Processed all member transactions accurately; withdrawals, deposits, transfers, loan payments, check cashing, Visa cash advances and payments, wire transfers
- Enter member's transactions into computer to record transactions, promotes sells and processes products and services, reconcilement and remittance of money orders and cashier checks
- Contacted past due members and made payment arrangements
- Checked pacer for Bankruptcy filings, processed returned checks, filed disability claims and processed disability payments, force placed insurance on vehicles
- Worked independently to insure the Credit Unions assets were protected.
Education
Some College (No Degree) -
Clark College
Vancouver, WAHigh School Diploma -
Selah High School
Selah, WA06.1980
Skills
- Computer knowledge (Microsoft Office, and understanding of network systems) (10 years)
- Mortgage Servicing Knowledge
- CSS
- Credit Analysis
- Banking
- Microsoft Outlook
- Customer service (30 years)
- Debt Collection Experience (10 years)
- Excellent Multitasking capabilities
Timeline
Account Resolution Specialist
Wells Fargo
05.2018 - 08.2023
Owner Operator
Play All Daycare
04.2016 - 11.2017
Judicial Foreclosure Specialist
RCO Legal
03.2015 - 03.2016
Customer Service
Manpower
09.2014 - 03.2015
Collections / Loan Adjuster 1
Wells Fargo Financial
06.2009 - 01.2013
Collection Officer / Teller
Lacamas Community Credit Union
09.2004 - 05.2009
Some College (No Degree) -
Clark College
High School Diploma -
Selah High School
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