Tiffany Hart

Assists customers and agents with servicing policies.

Offers peer support to new hires and ISR’s.

Actively participate in weekly huddles to identify any system issues and collaborate with team to make suggestions geared towards providing excellent customer experience.

Provide coaching and feedback to ISR and management when appropriate.

• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Oversaw disputes resolution and reconciliation for 50-150 client accounts.

• Coached/counseled suppliers throughout the country with processing, quality, communication, and client expectations.
• Assisted with multiple daily team functions and filled in during absences/vacation.
• Heavily involved in resolving internal and external escalated matters through constant communicating via email/phone/in person Ran multiple reports to distribute internally, including mapping through MapPoint, mail merges, outstanding reports.
• Reviewed loan histories and adhered to FNMA, FHLMC, and Conventional/FHA loan guidelines to properly preserve lender owned vacant properties.

• Collected on delinquent collateral accounts for National City Bank west coast accounts.
• This included automated dialer as well as manual queue responsibilities.
• Assisted customers in determining the best course of action to resolve delinquency including offering payment extensions, account re-ages and payment arrangements.
• Worked in customer advocacy which included processing loan modifications while being responsible for a manual queue of up to 200 delinquent accounts.
• Promoted to Debt Resolution which manages the companies highest risk delinquent equity lines of credit as well as first mortgage accounts from 60 days delinquent through to charge off? Performed loan modifications a process which required me to determine debt to income ratio as well as access customers' ability to continue monthly payments and identify customers who were categorized as "strategic default" customers.
• Determined customer's hardships and prepared settlement offers on behalf of the customer.
• A process which entailed receiving all income documents, preparing property equity analysis to determine return to value and presenting the info to a Debt Resolution board of management and peers.