Rodolfo Solis
Douglas
Summary
Mortgage collections professional with deep understanding of loan servicing and regulatory compliance. Skilled in negotiating payment plans, resolving delinquencies, and managing high-stress situations. Strong focus on team collaboration and adapting to changing needs. Reliable in achieving results with excellent problem-solving and communication skills.
Overview
10
10
years of professional experience
Work History
Mortgage Collections Specialist
Bank of America
12.2023 - Current
- Enhanced customer satisfaction levels through timely resolution of mortgage-related issues.
- Utilized advanced analytical skills to evaluate various repayment options based on individual borrower circumstances.
- Maintained compliance with federal regulations and industry standards throughout the collections process.
- Maximized revenue recovery with strategic negotiation tactics during debt settlement discussions with borrowers.
- Collaborated closely with loss mitigation specialists, identifying alternative solutions for distressed borrowers facing financial hardship.
- Assisted in developing training materials and resources for new Mortgage Collections Specialist hires, supporting their onboarding process.
Correctional Officer II
Arizona Department of Corrections
07.2019 - 12.2023
- Work in various posts within a maximum and medium security state prison
- Counsel Inmates and respond to questions, concerns, and requests
- Quickly respond to emergencies and render medical aid to inmates
- Ensure the safety of the public by working as a united workforce to control the prison population
- Record information, such as prisoner Identification, charges, and Incidences of inmate disturbance
- Maintain security inside the prison and observed the conduct and behavior of Inmates to prevent disturbances and escapes
- Ensure safety among Inmates by ensuring everyone inside the premises always follow rules
Loan Advisor III
UPGRADE INC.
07.2018 - 07.2019
- Review financial documents from potential borrowers
- Communicate with customers via phone, email, and chat
- Handle all incoming faxes and process documents
- Meet and exceed production, quality, and customer service goals
- Assist and train new employees with policies and procedures
- Review legal contracts and leases to ensure required guidelines are being met
Lease End Consultant
JP MORGAN CHASE
07.2017 - 07.2018
- Represent high end vehicle corporations such as Maserati, Jaguar, Land Rover, Bentley and Audi with a high level of professionalism and exceptional customer service
- Guide Customers and dealerships on end of lease decisions such as; Financing, purchasing or returning vehicle while exceeding aggressive goals
- Maintain positive leadership behaviors by accurately and concisely communicating with team members around the world on escalated issues
- Review legal contracts and leases to ensure required guidelines are being met
- Maintain up to date with all of policy and procedures for quality assurance and training purposes
Operations Specialist
Wells Fargo
04.2016 - 07.2017
- Handle a high volume of escalated or unresolved calls from bankers around the country
- Coaching and mentoring of bankers 1:1 or in a group setting to meet defined sales, productivity and quality metrics
- Model excellent customer service behaviors by accurately and concisely communicating in a positive, professional manner to both internal and external customers
- Motivate a large team to thrive for success and meet different metrics and expectations
- Reviewing Virtual Library and bulletins to stay current on all policy and procedural changes and reiterating those changes with the team
- Aiding bankers in resolving routine and escalated problems through research and utilization of company tools and resources
Banker Coach
Wells Fargo
02.2015 - 04.2016
- Ability to deescalate customers with unresolved issues
- Provided training support of new hires on policies, procedures, sales and any new or enhanced services
- Helped new team members self-identify by asking open ended questions to help see different perspectives
- Coached to behaviors to help new team members become successful
Education
High School Diploma -
North Kansas City High School
Kansas City, MO05.2012
Skills
- Bilingual Spanish/ English
- 10 years’ experience in Microsoft
- Dedicated team player
- Collections processing
- Skip tracing
- Account management
Timeline
Mortgage Collections Specialist
Bank of America
12.2023 - Current
Correctional Officer II
Arizona Department of Corrections
07.2019 - 12.2023
Loan Advisor III
UPGRADE INC.
07.2018 - 07.2019
Lease End Consultant
JP MORGAN CHASE
07.2017 - 07.2018
Operations Specialist
Wells Fargo
04.2016 - 07.2017
Banker Coach
Wells Fargo
02.2015 - 04.2016
High School Diploma -
North Kansas City High School
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