Kenya Reed
Hot Springs
Summary
Mortgaging default servicing and housing professional with over 10 years plus in bankruptcy services, housing program management, call center collections, and compliance. Known for focused customer service, problem-solving, and team leadership with a track record of process improvement and recovery rates. Rapid advancement and progression with several companies over the past 10 years.
Overview
14
14
years of professional experience
Work History
Loss Mitigation Specialist
Planet Home Lending
Meriden
2025.03 - Current
- Managed delinquent/defaulted loan portfolios and executed workout solutions (modifications, forbearance, short sales, DIL) for FHA, Fannie Mae,VA, and USDA loans.
- Reviewed borrower financials, hardship documents, for submission to underwriting.
- Negotiated with borrowers to reach foreclosure alternatives.
- Collaborated with internal teams (underwriting, foreclosure, claims) to resolve accounts.
- Tracked loan statuses, trial plans, and performance metrics using servicing platforms.
Bankruptcy SPOC (Single Point of Contact)
Flagstar
Troy
2022.04 - 2025.04
- Manage payment processes consistently achieving bronze tier as one of top five payment leaders. Such as; monthly increasing monthly bonuses.
- Properly document all debtor communications in the system of record.
- Maintain a quality assurance score of 85% or greater while handling collections and loss mitigation.
- Handled 50+ calls with high volume daily in the call center.
Home Preservation Specialist
Digital Risk
Maitland
2020.07 - 2022.01
- 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.
- Streamlined COVID-19 forbearance request and forbearance extension.
Loan Processor
Combined Federal Credit Union
Hot Springs
2017.02 - 2020.07
- Worked closely with loan officer to facilitate loan closings in a timely and efficient manner.
- Assessments of loan applications, evaluating credit worthiness and debt ratios to ensure sound lending decisions.
- Handled customer transactions (checks, EFT, and money orders)
- Balanced the cashier drawer daily to ensure accuracy.
- Point of contact for forced-placed insurance.
Call Center/Credit Collections Supervisor
John Gibson Auto Sales
Hot Springs
2016.02 - 2016.11
- Implemented brand-new collections department. As a supervisor recruited staff and interviewed job applicants.
- Reviewed past-due accounts, processed auto payments, and handled collection calls.
- Developed collection strategies and customer service protocols, improving recovery rates.
- Monitored team performance metrics and call quality standards within collection regulations and company policies.
Case Manager
First Step
Hot Springs
2015.09 - 2016.02
- Managed case files, medicaid billing, and documentation for clients living independently with disabilities.
- Built strong relationships with healthcare providers while maintaining detailed client documentation and coordinating personalized care plans.
- Performed weekly med checks and unit inspections.
Public Housing Director
Hot Springs Housing Authority
Hot Springs
2011.07 - 2015.01
- Managed operations for 365 rental units, maintaining 90% occupancy and generating $50,000+ in monthly revenue.
- Led a team of 15+ staff, overseeing rent collection, tenant relations, and complaint resolution.
- Streamlined accounts receivable processes, including tenant account adjustments and monthly statements.
- Ensured compliance with housing regulations through robust documentation for hearings and complaint resolutions.
Education
Associate of Arts - General Education
National Park Community College
Hot Springs, AR05.1993
Skills
- Customer Service
- Loan Processing
- Team Management & Training
- Compliance
- Problem Solving
- Account Management
- Collections
- Auditing
- Proficient in Mortgage Servicing Systems (MSP)
Timeline
Loss Mitigation Specialist
Planet Home Lending
2025.03 - Current
Bankruptcy SPOC (Single Point of Contact)
Flagstar
2022.04 - 2025.04
Home Preservation Specialist
Digital Risk
2020.07 - 2022.01
Loan Processor
Combined Federal Credit Union
2017.02 - 2020.07
Call Center/Credit Collections Supervisor
John Gibson Auto Sales
2016.02 - 2016.11
Case Manager
First Step
2015.09 - 2016.02
Public Housing Director
Hot Springs Housing Authority
2011.07 - 2015.01
Associate of Arts - General Education
National Park Community College