Michael Coulson

Experience

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  Ameriquest Mortgage Company

  Jan 2001 - Jun 2008

  Home Retention/Collections Supervisor

  • Training and development of associates Development of training material and department performance standards, its policies and procedures.• Random audits for work quality and adherence to the FDCPA Assurance of timely foreclosure submissions to minimize company loss and/or permanent corrective payment resolution.• Managing a team of up to 15 direct reports Hands-on experience in hiring, training and managing loan collections specialists Knowledge of technology-based collections systems and procedures. Show less

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  EMC Mortgage

  Jul 2008 - Nov 2012

  • Supervise daily operation of the Loss Mitigation department.• Resolves and receives customer complaints.• Random audits for work quality and adherence to the FDCPA Assurance of timely foreclosure submissions to minimize company loss and/or permanent corrective payment resolution Managing a team of up to 20 direct reports, Identifying trends and developing process improvements and system enhancements to improve the departments overall effectiveness.• Reviews loss mitigation transactions for approval or denial to ensure consistency, accuracy, and quality within the department.• Ensures compliance with development policies and procedures and all applicable government, investor and client regulations.• Contact attorney when needed to suspend or stop a foreclosure proceedings. Show less • Training and development of associates CBS call model was used to measure performance development of training material and department performance standards, its policies and procedures.• Random audits for work quality and adherence to the FDCPA Assurance of timely foreclosure submissions to minimize company loss and/or permanent corrective payment resolution.• Managing a team of up to 15 direct reports Hands-on experience in hiring, training and managing loan collections specialists Knowledge of technology-based collections systems and procedures. Show less

  • Loss Mitigation/Retention Supervisor

    Nov 2011 - Nov 2012

  • Loan Resolution/Collections Supervisor

    Jul 2008 - Nov 2011
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  JPMorgan Chase & Co.

  Nov 2012 - Nov 2013

  Sr. Loan Processor

  • Register loans on origination system and maintain system accuracy Issue proper disclosures required by Federal Regulatory Compliance Agency Review rate lock and point objectives for accuracy as well as validate any overage and underage approved and waive any needed fees.• Set up files and order all necessary exhibitions for appraisals and credit reports Initiate request for title insurance, flood and tax certificates and surveys for problems upon receipt.• Obtain and review documents for acceptability against loan conditions, also interact with the loan officers, coordinate with buyers, sellers, title companies, escrow agents, surveyors and real estate agents to obtain additional documentation.• Assist my peers in their day to day knowledge and completion of loan submissions while submitting loans and performing closings (including closing calls) of my own. Show less

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  CashCall, Inc.

  Aug 2014 - Nov 2016

  Collections Supervisor

  • Review work and monitors phone calls of the team members to verify adherence to CashCall Policies and Procedures.• Analyze queue and process management workflow to ensure production and performance goals are met.• Handle escalated calls from the team members and will initiate outbound calls when needed.• Approve and review accounts within the working supervisor queue and other queues as assigned.• Effectively communicate corporate department objectives on a regular basis.• Create a positive working environment to achieve productivity and performance standards.• Participate in panel interviews, prepare new hire documentation, help facilitate associate orientation, and participate in the corrective action process (i.e., document performance issues, recommend disciplinary action, etc.).• Draft and administer performance improvement plans as needed.• Perform other duties as assigned. Show less

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  Nationwide Pet

  Nov 2016 - May 2024

  Manager - Supervisor Member Care

  • Mentored, coached, and developed associates and supervisors to meet or exceed defined role expectations.• Aligned team priorities with organizational objectives to achieve extraordinary customer satisfaction.• Provided clear, candid, and timely communication to the team regarding changes and expectations.• Established team principles and ensured proper expectation setting for organizational changes.• Forecasted and maintained service levels in the call center while fostering cohesion among core and external departments.• Led discussions with other leaders to identify root concerns and implement solutions.• Followed up on all customer complaints to ensure 100% resolution, leading to improved customer loyalty and positive word-of-mouth.• Achieved 15% decrease in customer complaints by implementing personalized training programs, resulting in improved overall customer experience and brand reputation.• Reduced customer escalations by 30% by fostering effective communication and collaboration between departments, leading to improved customer experience and increased brand reputation. Show less