Glenda Whyte
Suffolk, VA 23434
https://www.linkedin.com/in/glenda-whyte-8371939a/
EDUCATION
Old Dominion University, Norfolk, VA
Bachelor of Science In Human Services
Minor: Training and Development
GPA: 3.56 05/2023
Liberty University, Lynchburg, VA
Master of Business Administration 12/2014
EXPERIENCE
Capital Group, Norfolk, VA 03/2019 -Present
Client Services Representative
- Accept inbound calls from shareholders and financial advisors across the country.
- Help clients manage their mutual funds accounts, completing investments and redemptions.
- Educating callers on American Funds services and broader industry policies.
- Providing technical support to website users, educate on account status.
- Research and resolve customer inquiries, conduct account maintenance.
Capital One Bank, Chesapeake, VA 12/2014 – 03/2019
Senior Recoveries Coordinator
- Accept inbound calls from existing customers. Educate on account status. Troubleshoot technical servicing problems and assist with instructions on online banking.
- Process routine transactions, documenting credit profile, respond to customers and third party inquiries. Assist with credit history and initiate credit bureau disputes, send requested correspondences.
- Review delinquency of accounts, process payments of up to $100,000, update account information.
- Research and prepare documentation, analyzing requests in accordance with established guidelines to determine appropriate courses of action.
Bank Of America Corp, Norfolk, VA 02/2012 – 05/2014
Development Facilitator / Trainer
- Worked with 120 frontline case management associates, in the Default Servicing Customer Resolution department, to build their professional proficiency beyond standard skills acquired in training.
- Prepared and organized activities and demonstrations to ensure all planned topics were covered according to the on-boarding timeline. Responded to requests for assistance, conducted weekly learning activities, observed and assessed performance, and provided action plans and follow up processes.
- Collaborated with the management team to design successful action plans that improved overall performance. Ensure transparency to progress by providing “voice of the field” in assessing and aggregating/reporting associate skill proficiency levels to the management team.
- Conducted file and case reviews. Analyzed quality defects, and created plans and materials to enhance associate’s skill set. Assigned and managed workflow during on-boarding in coordination with site leadership, coaching training, and assessing performance. Supported unit leader with operational routines and supported unit business continuity, distance learning and training.
Bank Of America Corp , Norfolk, VA
Mortgage Consultant 08/2011 – 02/2012
- Maintained a portfolio of 500 loans in default or imminent default with a focus on loan modifications, document validation, run the net present value model.
- Completed second mortgage modifications, executing short sale, deed in lieu and answering technical foreclosure questions, identifying solutions that will improve the account in a timely manner.
- Utilized the appropriate options for borrowers, such as collections, repayment plans, special forbearance, modifications, short sales and foreclosure.
- Processed routine transactions, documenting loan history, responding to customers and third party inquiries, researching and preparing documentation, analyzing requests in accordance with established guidelines to determine appropriate courses of action.
Bank Of America Corp, Norfolk, VA
Manager Of Customer Relations 05/2011 – 08/2011
- Maintained ongoing customer relationships. Managed a portfolio of 1000 delinquent loans by working with loan modification and disposition specialists to determine solutions that will cure the account in a timely manner.
- Educated customers with options such as repayment plans, special forbearance, modifications, short sale, or foreclosure, Processed payment arrangements of up to $30,000.
- Responded to customer, investor, and third party inquiries, researching, preparing, and procuring documentation.
- Analyzing requests in accordance with established guidelines and determining appropriate course of action.
Bank Of America Corp, Norfolk, VA
Senior Collections Representative 07/2008 – 05/2011
- Assisted customers with appropriate payment arrangements on their credit card account of 0-180 days delinquent and consumer loan products.
- Made contact with customers with past due balances, customers who were showing high risk behaviors in order to educate them on their account terms. Secured payments and determined the reason for delinquency on credit card accounts.
- Worked with customers that were extremely behind on payments in order to negotiate full balance repayment or settlement plans.
- Established a list of accounts using an automated collections system and an autodialing system Assisted customers with questions or issues regarding their accounts received via phone or correspondence.
The Virginian Pilot, Portsmouth, VA
Area Sales Manager 09/2004 – 05/2008
- Oversaw the operations of 130 stores, reviewing accuracy of submitted paperwork for deliveries. Recruited contractors, trained up to 25 contractors, and conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Develop public notices through newspapers, Performed audits as necessary. Tracking complaints
- Administered long-term, complex master contracts. Assisted with equal opportunity compliance
Skills
Financial management, corporate finance, risk management, asset management, delinquent account management, financial analysis, financial advising, banking, administration strength, perform audits