TRACI DANIELS

• • MAINTAIN AND UPDATE LEDGERS FOR BORROWERS

• REVIEW PAYMENT HISTORY AND IDENTIFY MISSING , MISAPPLIED OR INCORRECT TRANSACTIONS

• HANDLE ESCALATED OR COMPLEX ACCOUNTS INVOLVING PAYMENT DISCREPANCIES, DISCHARGE, DISMISSAL OR CHANGES TO BANKRUPTCY CASE.

• Coordinated with attorneys, trustees, and internal departments to clarify account issues.

Investigated discrepancies, corrected records, and submitted necessary adjustments to ensure accuracy.

Demonstrated reliability and initiative by independently completing tasks.

• • Filed and organized loan bankruptcy documents to maintain accuracy and compliance.
• • Monitored accounts throughout loan bankruptcy process, ensuring proper updates and status tracking.
• • Managed bankruptcy timelines and workflow after filing.
• • Verified bankruptcy status, secured records, and distributed account balances.
• • Executed tasks independently, ensuring timely completion with minimal supervision.

• Completed complex customer research related to bankruptcy to support case evaluations.
• Utilized knowledge of mortgage fundamentals to provide informed customer support.
• Trained and instructed new hires on bankruptcy-related tasks to enhance team competency.
• Managed workload independently to meet deadlines in a fast-paced environment.
• FOLLOW DEPARTMENTAL POLICIES AND PROCEDURES

• Answered customer questions, achieving resolution in one call to improve satisfaction.
• Handled customer calls professionally and courteously in a fast-paced environment.
• Provided accurate information to customers, ensuring clarity and trust in services.
• Educated customers on products and self-service channels to enhance user experience.

• SCORED IN TOP 10% OF EMPLOYEES IN SUCCESSFUL RESOLUTION OF ISSUES
• Answered product questions using current knowledge of services to enhance customer understanding.
• Aided in locating missing check payments, ensuring timely resolution for customers.

• Managed daily outbound and inbound calls to collect owed debt, enhancing customer engagement.
• Coordinated follow-ups with employers to gather information and verify details, ensuring accuracy in collections.
• Met monthly sales targets by implementing effective strategies.

• Ranked in the top 10% of employees for effectively resolving customer issues and improving service quality.
• Communicated product information to customers and merchants, clarified details, and facilitated application processing to ensure seamless experiences.
• Asked open-ended questions to identify specific customer needs and enhance satisfaction.