Dora M. Dowden
St. Charles
Summary
Offering blend of analytical skills and leadership qualities, eager to learn and grow within dynamic environment. Brings ability to quickly grasp complex financial concepts and regulatory requirements, contributing to development of strategic initiatives. Ready to use and develop problem-solving skills and strategic thinking.
Overview
17
17
years of professional experience
Work History
ASSISTANT VICE PRESIDENT- Collection, Credit and Bankruptcy Manager
First Bank Mortgage
01.2014 - Current
- Manage the Mortgage Collections, Bankruptcy and Credit functions and provide leadership and guidance to staff which maximizes performance results, operating efficiencies, compliance and customer service
- Generate daily productivity reports, delinquency reporting and monthly reporting for upper management
- Create and implement procedures to meet all investor guidelines
- Perform all manager functions, delinquency month end reporting (FHA, FNMA, Fredie Mac, USDA &GNMA), system mapping, goal setting, monitoring in an accurate and timely fashion that maximizes productivity results
- Analize data, Develop and implement special initiatives
- Work with cross-functional teams to resolve customer issues
- Review and approve all foreclosure files
BILINGUAL ACCOUNT MANAGER
First Bank Mortgage
01.2009 - 01.2014
- Attempts to reach delinquent Spanish-speaking mortgage holders by telephone at residence, place of employment or any other telephone numbers available to establish when payment is to be received
- Escalates attempts to reach delinquent Spanish-speaking mortgage holders after the loan is 30, 60 or 90 days past due by telephone, face-to-face meetings, notices, special letters, etc
- Offers and establishes appropriate foreclosure or repayment plans when needed; provides necessary documentation and back-up paperwork to collection manager for explanation and approval
- Recommends uncollectible loans for foreclosure and prepares foreclosure package
- Handles processing of payments, payment posting, posting errors, bad checks, etc
- As the need arises
- Assist insurance department with claim checks, escrow analysis and also taxes for all Spanish speaking borrowers
- Translated documents for loss mitigation department, insurance department, customer service, origination department and foreclosure department
- Assist with making Spanish calls as needed for Mortgage Department
BILINGUAL TEAM LEADER
Wells Fargo
01.2008 - 01.2009
- Service incoming calls about accounts such as checking, savings, and also credit products such as home equity accounts, mortgage accounts, auto loans, credit cards, and personal loans
- While assisting customers recommend other services to help them succeed financially
- Always handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries
- Aggressive daily, weekly and monthly sales standards that must be met on a quarterly basis which have qualified me for incentive pay out
- Train new hires such as coaching them through calls, sales tips, call handle time and QA
- Created flurry’s for the month to help team meet numbers
- Process claims on fraudulent transactions and determine proper action following guidelines
- Demonstrate strong listening, written and verbal communication skills
- Assisted premier clients with lost/stolen checks, credit card payments, auto loan payments, transfer funds internationally, order checks, etc
- Assisted supervisor with escalated calls and account issues
Education
South Plains Jr. College -
South Plains Jr. College
Levelland, TX01.2005
High School -
Lubbock High School
Lubbock, TX01.2003
Skills
- Bilingual fluency in Spanish
- Team leadership
- Staff training and development
- Fast learner
- Strong computer skills
- Excellent attention to detail
- Teamwork and collaboration
- Time management
- Flexible and adaptive
- Work ethic and dedication
- Creativity and innovation
- Decision-making
- Documentation and reporting
- Verbal and written communication
Timeline
ASSISTANT VICE PRESIDENT- Collection, Credit and Bankruptcy Manager
First Bank Mortgage
01.2014 - Current
BILINGUAL ACCOUNT MANAGER
First Bank Mortgage
01.2009 - 01.2014
BILINGUAL TEAM LEADER
Wells Fargo
01.2008 - 01.2009
High School -
Lubbock High School
South Plains Jr. College -
South Plains Jr. College
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