Taneale Proffer
Freedom Mortgage Corporation
Beaverton,OR
1
Language
26
years of professional experience
Dynamic Loan Workout Specialist at Merrill Lynch with a proven track record in payment negotiation and debt recovery. Expertise in financial analysis and regulatory compliance. Known for resolving complex issues while delivering exceptional customer service. Developed effective payment plans to enhance collections efficiency and foster strong client relationships. Diligent in listening to customers, consistently exceeding productivity targets while maintaining up-to-date knowledge of company offerings. Utilizes strong problem-solving skills to quickly address customer inquiries, ensuring a high level of service and retention of positive customer relationships across various channels.
Work History
Customer Support Specialist
1 Year- Investigated and resolved borrower inquiries related to loan payments, documents needed and received, and account status with accuracy and professionalism.
- Assisted customers with mortgage servicing questions, payment arrangements, and repayment options.
- Assisted customers with mortgage servicing questions, Reviewed account details to identify discrepancies and route complex issues to appropriate departments.
- Uploading documents
- Communicate with all the different departments
- Improved case resolution by coordinating follow-up actions across internal support teams.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Communicated clearly with borrowers to explain procedures, timelines, and required support documents.
- Maintained compliance with servicing guidelines while handling sensitive customer information.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
Loan Workout Specialist
23 Years 7 Months- Managing my own queue
- Contacted customers to negotiate mutually agreeable payment plans, enhancing recovery efforts.
- Sending accounts that were unable or unwilling to negotiate payments to Foreclosure
- Drafted and sent collection letters to notify customers of overdue accounts.
- Established structured payment plans for customers to facilitate timely debt repayment.
- Monitored overdue accounts using automated information systems.
- Provided training and guidance to new collections staff on best practices and company policies.
- Resolved complex issues that arose during the collections process.
- Coordinated with legal department on litigation processes for non-responsive debtors.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Processed payments over phone and set up recurring drafts.
- Updated account status records and collection efforts.
- Informed customers about their delinquent accounts to initiate collection efforts. of delinquent accounts with an attempt to collect outstanding amounts.
- Processed customer payments accurately and recorded transactions in the system. and posted to appropriate customer accounts.
- Reviewed accounts for compliance with established payment plans, ensuring adherence to agreements.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Documented detailed updates on collection activities and customer interactions. about the status of collection efforts.
- Upheld privacy and security requirements for customer information.
- Assisted in developing strategies to streamline collections process, contributing to operational improvements.
- Analyzed financial statements of debtors to determine feasible payment solutions.
- Negotiated credit extensions and waivers.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Ensured compliance with federal and state collections laws and regulations.
Education
High School Diploma - All Required Courses
Skills
Payment negotiations
Debt collection
Account management
Financial analysis
Regulatory compliance
Customer service
Document processing
Conflict resolution
Employee training
Relationship building
Data management
Fraud detection
Collection strategies
Record keeping
Relationship management
Collection laws
Payment planning
Staff development
Communication skills
Solution-oriented
Strong negotiation skills
Results-driven
Empathy and tactfulness
Debt recovery
Data input proficiency
Assertiveness
Complex Problem-solving
Customer support experience
Bargaining skills
Patience and persistence
Debt resolution techniques
Telecommunications experience
Goal orientation
Client relations
Customer research
Skip tracing techniques
Collections best practices
Word processing
Professional demeanor
Work planning
Debt repayment negotiation
Payment management
Customer retention
Problem-solving
CRM software
Active listening
Quality assurance
Product knowledge
Salesforce
Time management
Multitasking and organization
Customer service excellence
Compassionate care
Team collaboration
Adaptability and flexibility
Verbal communication
Email communication
Analytical thinking
Stress management
Issue follow up
Microsoft windows and office
Attention to detail
Team collaboration
Email handling
SLA compliance
Support services
Issue tracking
Analytical problem solving
Highly professional
Organization skills
Friendly demeanor
Call management
Tracking and documentation
Call handling techniques
System performance assessments
Affiliations
- I enjoy gardening
- Cooking for my family
- Reading
- Going to the beach
- Hiking
- Family events
- Playing with my dogs
Languages
English
Full Professional
Software
- Edms
Interests
Drawing and Painting
Photography
Music
Crafting and DIY Projects
I have a passion for photography and editing photos.
Dance
I participate in a variety of outdoor recreational activities.
Camping
Kayaking
Enjoy hobbies that combine physical activity with outdoor exploration.
Hiking
Baking
Learning new cooking techniques and expanding my culinary skills.
I enjoy cooking for friends and family gatherings.
I like trying new recipes and food trends.
Enjoy experimenting with different ingredients and flavors in the kitchen.
Historical Exploration
Timeline
Customer Support Specialist
Freedom Mortgage Corporation
10.2025 - CurrentRead More
Loan Workout Specialist
Merrill Lynch
02.2001 - 09.2024Read More
Aloha High School
High School Diploma from All Required Courses
Read More