Atlanta Metropolitan Area
Managed, trained and mentored the day-to-day operations of Client Service Representatives, ensuring that all services were delivered in accordance with the highest quality standards Interviewed, hired and trained staff; created and translated communications and housing policy materials; assisted in the development of software applications Collaborated with QA manager and identified training and development needs for staff to meet and exceed quality assurance standards and increase industry knowledge. Completed monthly audits and observations across all lines of service, analyzing results and needs assessments. Increased departments right party conduct rate from 32% to 42%. Freddie Mac goal 28-32% Representatives assess clients situations and direct to correct counselors Department is the waterfall for agencies Freddie Mac counseling and Document Specialist Assistance departments ncreased overall program revenue 28% in 6 months Trained Outbound staff on counseling techniques improving conversion rate 8% Referral volume decreased 16% revenue increased 1.9%
Educated current and delinquent Freddie Mac homeowners on modification, refinance, and disposition of property options; provided programs to bring delinquent homeowners current, provide home repair, and moving assistance Facilitated client and servicer conference calls to start modification review, determine delinquency, requested modification paperwork and 30 day follow up with delinquent homeowners Established 1 to 6 month action plans to resolve delinquency, establish savings, refinance Counsel over 65 homeowners monthly for the Freddie Mac Early Intervention program Promoted to Client Services Manager 11 months after becoming team lead Collaborated with QA manager and identified training and development needs for staff to meet and exceed quality assurance standards and increase industry knowledge Taught counselors soft, sales and interpersonal counseling skills turning fledgling program into agencies primary revenue generator
Taught homeowners modification, refinance and disposition of property options Conducted client and servicer conference calls to start modification review, determine delinquency, requested modification paperwork and 30 day follow up with delinquent homeowners Counsel over 80 homeowners monthly on Making Home Affordable Programs Over 80% conversion rate Exceed Making Home Affordable Programs Key Performance Indicator Consistently rank in top 10% of HOPE counselors Facilitate conference calls to delay foreclosure and/or start the modification process