1. Andrea Mccollie
14703 Glenduff Place, Charlotte, NC 28278
andreamccollie@yahoo.com
Ph.: 704-451-8260
Summary
Experienced Customer Relationship Account Manager, with track record of creating impact. Demonstrate
strong problem-solving skills, deep functional knowledge of Management, and ability to drive change by
maximizing customer experience through leadership and education.
Skills
Administration and Management Active Listening
Quality Control Analysis Operation Monitoring
Writing Time Management
Negotiation Complex Problem Solving
Customer and Personal Service Critical Thinking
Troubleshooting Telecommunications
Mathematics Communications and Media
Experience
Bank of America, Charlotte, North Carolina
Customer Relationship Account Manager II, Loss Mitigation (11/1/2011-08/22/2014)
• Managed a large portfolio of customers throughout the default servicing lifecycle as a single point of contact
and trusted advisor.
• Oversaw a broad set of activities that included managing a portfolio of loans in default, loan modifications,
document validation, NPV modeling, short sales, deed in lieu and foreclosures.
• Initiated three-way conference calls with borrowers and experts to address specific questions and situations.
• Responded to 3rd party inquiries, processed routine transactions, documented retention options, researched
and /or prepared documentation, and analyzed requests in accordance with established guidelines to determine
appropriate courses of action.
• Assisted with Litigation, Mediation, Cease and Desist and Advocacy loans.
• Reviewed loan file to verify procedures per guidelines.
• Made introductory calls to verify loan details and request additional documentation if necessary.
• Made right party contact within allocated timeframe and set customer expectation for document delivery date.
• Managed pipeline of loans within required performance standards within closing and rate lock
time frame expiration.
• Obtained and reviewed customer documents, and cleared conditions commensurate with authority level.
• Submitted loans to underwriting for conditional review and full approval.
Wells Fargo Home Mortgage, Fort Mill, South Carolina
2. Loan Servicing Specialist I, Loss Mitigation (02/20/2006-06/25/2008)
Managed a large portfolio of customers throughout the default servicing lifecycle as a single point of contact
and trusted advisor.
• Oversaw a broad set of activities that included managing a portfolio of loans in default, loan modifications,
document validation, NPV modeling, short sales, deed in lieu and foreclosures.
• Responded to 3rd party inquiries, processed routine transactions, documented retention options, researched
documentation and analyzed requests in accordance with established guidelines to determine appropriate
courses of action.
• Completed daily tasks and duties along with an ability to follow and execute policies, procedures and protocol
required to complete assigned daily tasks.
• Assisted with Litigation, Mediation, Cease and Desist and Advocacy loans.
• Made right party contact within allocated timeframe and set customer expectation for document delivery date.
• Ordered necessary documents and followed-up with vendors/third parties to obtain in timely manner.
Sprint, Charlotte, North Carolina
Business Solutions Specialist, Customer Service (09/27/1999-02/06/2006)
• Monitored the data process and work flows of customer applications to provide a decision resolution
• Monitor and managed operational issues and organizational risks
• Assisted potential customers by answering product and service questions; suggesting information about
other products and services
• Resolved product or service problems by clarifying the customer's complaint; determining the cause of
the problem; selecting and explaining the best solution to solve the problem; following up to ensure
resolution
Education
Strayer University, Bachelor of Science in Business Administration, and Management, 4.0
2010 - 2017
Central Piedmont, Community College, Certification Data Entry, 3.38
1988 - 1992
Community Service
Loaves & Fishes
Salvation Army
Kidney Foundation
My family donates clothes, and canned goods every month.
