Kenya Reed

• · Manage payment processes consistently achieving bronze tier as one of top five payment leaders.
• · Communicate directly with the borrower to explain the bankruptcy process, providing status updates during active bankruptcy.
• · Properly document all debtor communications in system of record.
• · Maintain a quality assurance score of 85% or greater while handling active foreclosure, collections and loss mitigation.
• · Handled 40+ calls with high volume daily in call center.
• · Working knowledge of FHA, USDA, FNMA, FHLMC and VA investor guidelines.

•Acted as the Single Point of Contact for customers at one of the top 4 nationally ranked banking institutions.

• Facilitated loss mitigation and Covid forbearance programs, maintaining compliance with both state and federal guidelines.
• Proficient in Mortgage Servicing Systems (MSP) for payment processing and loan history review.
• Managed a strict pipeline to ensure timely completion of tasks and adherence to service level agreements (SLAs). Streamlined loss mitigation processes and COVID-19 forbearance implementations while maintaining strict regulatory compliance for a major national bank.

• Worked closely with underwriters to facilitate loan closings in a timely and efficient manner.
• Maintained meticulous loan documentation accuracy while managing high-volume applications, ensuring compliance with federal lending regulations.
• Enhanced internal audit procedures by developing comprehensive checklists strengthening risk assessment and compliance verification methods.
• Conducted comprehensive risk assessments of loan applications, evaluating credit worthiness and debt ratios to ensure sound lending decisions.
• Redesigned internal audit checklists to enhance risk assessment accuracy, leading to improved compliance verification and reduced processing delays

•Reviewed past-due accounts and processed auto payments and down payments.

• Handled inbound and outbound collection calls, resolve issues and maintaining customer relationships.
• Led collections department optimization by implementing streamlined payment processing systems and mentoring team members to enhance operational efficiency.
• Orchestrated collection strategies and customer service protocols while managing a seven-member team to achieve consistent performance targets.
• Analyzed delinquent accounts and payment trends to develop effective collection approaches, resulting in improved recovery rates.
• Monitored team performance metrics and call quality standards while ensuring compliance with collection regulations and company policies.

•Managed case files and documentation for clients living independently with disabilities.

• Administered Medicaid billing and collected necessary data to support program outcomes.
• Streamlined medicine audit protocols and unit inspection processes, enhancing compliance standards and improving service delivery for residential clients.
• Built strong relationships with healthcare providers while maintaining detailed client documentation and coordinating personalized care plans

• Streamlined operations for 365 rental units while maintaining 90% occupancy rate and managing $50,000+ monthly revenue through strategic leadership
• Collected monthly rent payments totaling over $50,000 and maintained a 90% occupancy rate.
• Conducted hearings, managed tenant files, and resolved resident concerns and complaints.
• Processed accounts receivable functions, including adjustments to tenant accounts and monthly statements.
• Led cross-functional team of 15+ staff members, driving operational excellence through improved tenant satisfaction and conflict resolution.
• Established robust documentation protocols for tenant hearings and complaint resolution, ensuring compliance with housing regulations.
• Spearheaded strategic initiatives in rent collection and account management, resulting in sustained revenue stability and enhanced tenant satisfaction.