Juanita Montague
Phoenix,AZ
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for a collaborative approach, commitment to excellence, and leading with integrity. I am a hardworking and passionate job seeker who is looking for the right door to open.
Overview
12
12
years of professional experience
Work History
Associate Customer Service Representative
Wells Fargo
09.2024 - Current
- Supervised 16+ agents for two shifts in providing excellent customer service to callers requiring assistance for their mortgage home and in default.
- Completed call calibrations and continued monthly follow-ups with investors. Provided department coaching on various investor guidelines
- Completed investor audits for Freddie Mac and Fannie Mae on department provided feedback to staff, and responded to investors within the deadline on results.
- Set team goals to ensure we exceed investor expectations, individual, and department goals.
- Aiding my agents in understanding each investor learning to analyze the borrower(s) situation, and asking probing questions to determine the Reason for default to decide the most proper arrangement or retention options based on loan terms.
- Resolved escalated calls for the borrower(s) current to 30+ days delinquent and up to foreclosure.
- Completed timecards, attendance, and call reviews, and sent updated daily stats for team/department goals.
- Follow-up calls to customers with an escalated issue or concern.
- Communication with various departments to resolve escalated issues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed and enforced policies and procedures for compliance with company policies.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Kept a high average of performance evaluations.
Customer Assistances Loan Counselor Supervisor
Specialized Loan Servicing
03.2017 - 12.2023
- Led a team of 16+ agents
- Maintained up-to-date knowledge of products and services offered to customers.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Provided leadership, guidance, and direction to team members, offering assistance with any need at any time.
- Conducted regular reviews of operations and identified areas for improvement.
- Facilitated regular team meetings to discuss challenges, successes, and strategies.
- Monitored daily Stats performance and provided feedback to each team member.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and inputted information into the database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Handled customer complaints with relative ease by conducting research, listening carefully, and taking appropriate action.
- Monitored pipelines to track and log the status of loans.
- Developed and maintained relationships with customers, lenders, and other third parties.
- Researched and updated industry knowledge on changing legislation and regulations.
Mortgage Loan Servicing Coach
Specialized Loan Servicing
02.2016 - 07.2017
- Coaching all department staff in areas in need of improvement
- Keeping all agents updated with new policies and procedures
- Provided coaching on quality assurance
- Aiding each agent in learning to take control of calls to ensure AHT/ SLA is met.
- Provided one-on-one coaching on options available to the customer(s) based on various investors.
- Provided coaching to each agent on call flow, Negotiation, and ensuring a one-call resolution.
- Tracking all questions from staff to determine the area of training needed for the Department.
- Calibrating with each department to ensure understanding of the process to better educate our customers on the status of accounts, Escrow, foreclosure, loss mitigation, and liquidation.
- Completed approximately 30 coaching's a day
- Facilitated group coaching sessions and provided individual coaching support.
- Developed and delivered presentations on topics related to coaching.
Customer Assistant Mortgage Loan Counselor II
Specialized Loan Servicing
03.2015 - 02.2016
- Taking outbound/Inbound calls on auto dialer for mortgage loans 30+ days past due and up to foreclosure.
- Manual dials to secure past due payments on 1-29, 30-59, 60-89, and 90+ day accounts
- Negotiations
- Educating customer(s) on the status of their mortgage loan and offering the best choice available to the customer.
- Meeting or exceeding quality assurance with 95% or above.
- Worked with customers to create debt repayment plans based on current financial conditions.
- Analyzed customer financial records to determine an appropriate payment plan.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Developed and documented collection procedures and policies to comply with government regulations.
Debt Collector
Law Office H&H
03.2014 - 03.2015
- Collections on Outbound/Inbound calls a
- Responsible for keeping all information confidential
- Assist customers with past due accounts, negotiate payment plans, follow up with customer(s) processing payments, and set up future payments.
- Negotiated loan terms and conditions with customers to secure the best deal.
- Managed past-due collection calls, skip tracing,
- Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Counseled debtors on payment options and arranged installment agreements.
- Entered client details and notes into the system for interdepartmental access and review.
Mortgage Loan Counselor
Green Tree
04.2013 - 04.2014
- Outbound/Inbound collections to customers
- Responsible for keeping all information confidential
- Securing payments for delinquent and current mortgages
- Assisted with customer accounts, negotiated payment plans, followed up calls, and set up cures on future payments
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
Education
High School -
Franklin Virtual High School
Online11-2014
Graduate -
Brookline College
Tempe, AZ11.2015
Skills
- Sagent, ACI, UAD
- Microsoft Teams, Real-Time Adherence
- One Note, Excel
- Word, Outlook, Edge, Nice, PowerPoint
- Complaint resolution, Call center experience, Problem-solving
- Multitasking and organization, Dispute resolution
Accomplishments
- Continually holding a Quality assurance of 100%
- Supervised a team of 16+ staff members.
- Collaborated with a team of 5 in the development of a dialer system.
- Collaborated with a team of 9 in the development of creating call flow.
- Achieved #1 servicer in Freddie Mac Portfolio by effectively helping with coaching department staff, assisting in dials, and Calibrations to determine areas of opportunity.
- Achieved Freddie Mac deferment goal by effectively helping with educating department staff on options available to customers.
- start-up of an investor-specific team for GSE loans.
- Documented and resolved questions asked by the representative which led to the opening of coach positions.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Professional Working
Spanish
Limited Working
Timeline
Associate Customer Service Representative
Wells Fargo
09.2024 - Current
Customer Assistances Loan Counselor Supervisor
Specialized Loan Servicing
03.2017 - 12.2023
Mortgage Loan Servicing Coach
Specialized Loan Servicing
02.2016 - 07.2017
Customer Assistant Mortgage Loan Counselor II
Specialized Loan Servicing
03.2015 - 02.2016
Debt Collector
Law Office H&H
03.2014 - 03.2015
Mortgage Loan Counselor
Green Tree
04.2013 - 04.2014
High School -
Franklin Virtual High School
Graduate -
Brookline College
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