Charlene Maddox
Certified Housing Counselor at Springboard Nonprofit Consumer Credit- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Certified South Carolina Credit Counselor
-Nov, 2013- Nov, 2024 -
National Federal Credit Counselor Certification
-Jul, 2015- Nov, 2024
Experience
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credit.org
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United States
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Financial Services
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1 - 100 Employee
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Certified Housing Counselor
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Nov 2013 - Present
Answer the telephones; provide accurate details about company services, and reply to inquiries from creditors, clients, and the public regarding compliance with company regulatory and accreditation guidelines for disclosure and quality customer service. Identify client problems and concerns; offer appropriate solutions; rerouting calls as necessary to appropriate departments: • Knowledge of agency fee schedules for all services and payment acceptance methods. Stay updated with company programs and requirements of various types of counseling and educational programs (Credit and Debt Counseling, Bankruptcy Counseling and Education, HUD Housing Counseling, etc). • Scheduling appointments by telephone; accurately input client information, cancellation, rescheduling, no-show, and other relevant data for all appointments. Provide on demand counseling sessions for clients in crisis. Assist with outbound and chat activity as deem necessary. • Ensure all client payments are properly secured and recorded with established procedures. Assist clients with credit card payments. Show less
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JPMorgan Chase & Co.
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United States
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Financial Services
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700 & Above Employee
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Operations Manager I
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Aug 2012 - Mar 2013
Worked in the Independent Foreclosure Review Unit managed 2 teams consisting of 2 supervisors and 26 associates. Coached, solved problems and spearheaded major projects. Responsible for internal and external customer service resolutions based on mortgage note interpretation and/or corrections. Uploaded documents and ensured they were forwarded to the designated site. Maintained daily goals; always met deadlines and production standards. • Administered direction to supervisors and met daily/weekly/monthly goals set by senior management. • Provided solutions to any departmental deficiencies or issues. • Met with supervisors to ensure productivity, volume and quality goals were met.• Created separation of duties for supervisors for efficient processes among the teams which increased production. • Audit supervisors and conduct monthly /quarterly 1:1 sessions to ensure monthly updates on employees Show less
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Customer Care Supervisor II
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Aug 2010 - Aug 2012
Managed a team of 15; responsible for researching and responding to executive office complaints received by customers, and an additional team of 12, who were responsible for responding and/or resolving customer complaints regarding OCC complaints (Office of the Comptroller of Currency). Interviewed and hired qualified candidates, created an action plan to assist senior management in stabilizing a 7,000 loan backlog.• Far exceeded expectations for production. Weekly goal for cases per week completed was 125 with a high of 150 against a departmental goal of 75 per week.• Facilitated call with upper management and various departments to reduce back log of 7000 files. • Created action plan to assist in reducing the backlog, while managing newly received complaints.• Piloted a team combining two processes to reduce the length of time modifications were received by the customers. This process reduced the internal process time from 5 days to 2 days.• The team was so proficient they were selected to develop root cause on applications worked by Other teams, QC them, and expedite closing. Show less
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Underwriter Quality Specialist II
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Nov 2009 - Aug 2010
Reviewed and verified accuracy of the underwriter's analysis of customer’s loans in default; utilizing guidelines and policies established by investors, guarantors and internal procedures and policies. Ensured terms, contributions, accuracy of closing documents, interdepartmental maintenance and updates were in compliance with the investor, insurer and guarantor’s contractual guidelines. Trained new temporary employees on quality process.• Selected by management to travel to Manila, Philippines to train on the Quality Process. • Processed disputes received from negotiator’s managers accurately, timely and efficiently and met service level agreements.• Chosen by management to cross train in other areas of the QA process. Utilized all learning opportunities for advancement. Show less
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Section Manager I
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Feb 2008 - Nov 2009
Managed and executed development plans for 15 mail support employees to ensure daily and monthly performance of objectives, and duties. Implemented timely process improvements with exceptional customer service, internally and externally, through coaching, mentoring and stimulating feedback.• Reduced the amounts of checks that couldn’t be located by implementing a call out team. New process reduced the amount of problematic checks by 75%. • Created a tracking log for all documents and checks that was well received within department• Separated team by default/non-default for accurate processes.• Recommended, executed, and monitored development plans for team of 14 employees.• Prepared recognition awards monthly for employees that exceeded expectation Show less
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Education
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Charleston Southern University
Bachelor's degree, Marketing
Community
