William Rodriguez
Seattle, WA 98101 |- |-| www.linkedin.com/in/william-rodriguez-a-b
Account Manager
Operational Leadership | Process Management / Improvement | Product & Business Development
A diversified and multitalented Account Manager with extensive experience in customer service, mortgage and loan management, and collections. Recognized as a self-motivated, team-oriented leader with the ability to thrive in fast-paced environments and a record of producing quantifiable results on a consistent basis. Vastly familiar with standards established by UDAAP, CFPD, ADA, and the 2012 Fair Credit Reporting Act. A highly adept typist with knowledge of the 10-key format Microsoft Office applications such as Outlook, Word, Excel, Power Point and Workday.
Account Management
Inbound / Outbound Service Calls
Customer Service & Support
Financial Services
Loan Counseling / Modification
Strategic Negotiations
Team Leadership
Training & Development
Bilingual (English / Spanish)
Professional Experience
HOMESTREET BANK, Seattle, WA 2/2013-Present
Loan Counselor
Oversee a current pipeline of 15,000+ loans while maintaining relationships with current and potential borrowers alike. Liaise with account holders to prevent default / foreclosure and bolstering efforts in loss mitigation. Host and setup meetings as required by various state-sponsored entities. Maintain a comprehensive knowledge of Fannie Mae, Freddie Mac, SHUD, and VA guidelines. Provide routine collateral / credit analysis on a case-by-case basis. Maintain Investor reporting. Train, mentor, and assist new employees. Managed large portfolio. Defining and communicating performance metrics to key stakeholders.
Handle an average of 160 inbound / outbound calls per day, thereby ensuring service continuity and maintaining communications with existing and potential customers.
Maintain a delinquency ratio (1.2%) below the industry standard. Secured funding from states to help pay $200,000 on a monthly basis for delinquent borrowers.
Uphold a score of 100% regarding the required call matrix grading.
Used statistical analysis to identify insights and conclusions from complex data.
Liaise with contacts in loss mitigation as well as escrow and legal to uphold communications and drive continuity.
BANK OF AMERICA MORTAGE SERVICES (Contract via Disys Finance & Professional Services), Bellevue, WA 5/2011-2/2013
Appeal Specialist / Customer Relationship Manager
Fulfilled role of appeal / loan modification specialist while reporting directly to the appeals workflow manager and liaising with the appeal underwriter. Worked with new and temporary employees to train skills, provide mentorship, and ensure the completion of daily responsibilities.
Coordinate with technical team to focus on rapid product developtment and use-centered design
Exceeded investor expectations regarding customer and account service.
NATIONAL CREDIT SERVICES, INC., Woodinville, WA 1/2011-3/2011
Third-Party Collector
Served as a bilingual, third-party collection agent with the primary responsibility of negotiating past due / delinquent accounts. Engaged in skip tracing and various online platforms meant to locate delinquent borrowers. Trained and mentored teammates to ensure skills and efficiency in the field. Followed FDCPA guidelines and scripted texts.
Completed over 200 outbound calls to successfully locate non-contacts and begin the collections process.
Previous success as Customer Service Call Center Representative with Randstad Professional Services, P.C. (9/2010-12/2010), Sales Manager with Adriana's Insurance Services, Inc. (10/2004-12/2010), Telephone Support Representative with West Corporation (2/2010-7/2010), and Agent Broker with Survival Insurance Brokerage, Inc. (2/2004-10/2004)
Education & CREDENTIALS
General Studies, Chaffey Community College
Studies in Computer Science, A.B. Miller High School, Fontana, CA
DSCR Customer Treatment Skills | Salesforce Training | CTS Reinforcement Training
