JEFFREY L.

HEWITT
5808 Willow Crest Drive 817-770-1227
Arlington, Texas 76017 [email protected]

MISSION:
• To participate with and lead a financial services or customer service team in such a way that ensures
customers are satisfied with products and services, increases revenues and profits, and encourages team
members to learn new skills and grow professionally.

PROFICIENCIES

• Portfolio Management • Supervision

• Revenue Recovery/Loss Mitigation • Training/Staff Development
• Risk Analysis/Compliance • Quality Assurance

ACCOUNT MANAGEMENT • MORTGAGE BANKING

FLAGSHIP CREDIT ACCEPTANCE, LLC, Irving, Texas 7/15 – Present

Account Manager
• Financial Services: Manage a continuous portfolio of 180-220 delinquent auto loans valued up to $2.6
million for customers nationwide with sub-prime credit ratings. Negotiate repayment terms with customers
whose accounts are 31-60 days past due to ensure they pay designated amounts to bring accounts current
within 30 days. Offer customers payment extensions and special terms to support customers to retain
ownership of their vehicles. Prior to repossession of vehicles, encourage customers to voluntarily return
vehicles and close the loan.
• Training/Staff Development: Provide on-the-job training to new-hire and current Account Managers to
support them to develop specialized skills required to achieve targeted production goals. Continually coach
and mentor associates on a scheduled and/or random basis.
Achievements:
• Startup Operations – Early Default Department (EPD): Selected by management to participate in
startup operations of a new department designed to manage and reduce auto loans going into early default,
30-60 days after awarding of loans to high-risk customers. Participated in the development and
implementation of processes and procedures. Trained 4 new-hires in standard practices.
• Productivity – EPD Top Performer (18 Months): Consistently ranked in the Top 1% among 250
associates in 3 company locations in Texas, Arizona, and Pennsylvania.

NATIONSTAR MORTGAGE LLC, Irving, Texas 3/14 – 7/15

Single Point of Contact (SPOC) Agent/Collections
• Mortgage Banking – Loan Modifications: Managed a continuous portfolio of 80-120 mortgage loans
valued from $7 million to $21 million. Consulted with homeowners regarding loan modifications of
existing home loans prior to foreclosure. Completed applications with customers over the phone, secured
designated documents and payments in a timely manner, and notified customers of acceptance or decline of
loan modifications. When modifications were declined, coordinated the Short Sale of the property with the
homeowner. Secured Deed in Lieu (DIL) of foreclosure also. Counseled homeowners regarding short-
term and long-term consequences of foreclosure to their credit rating and financial status. Handled high-
profile, urgent accounts forwarded by senior management. Also serviced accounts for other SPOCs during
their absence. Processed FNMA (Fannie Mae), FHLMC (Freddie Mac), SCRA, FHA, VA, and
conventional loans.
• Training/Staff Development: Provided on-the-job training to current and new-hire associates to support
them to achieve their productivity goals.
Achievements:
• Showcase Award: Ranked No. 1 for Productivity for Fannie Mae and Freddie Mac Loans.
• Productivity: Consistently ranked in the Top 5% among 150-180 associates.
JEFFREY L. HEWITT, page 2 of 2

GREEN TREE SERVICING, Irving, Texas 4/13 – 3/14

Single Point of Contact (SPOC) Agent/Relationship Manager
• Mortgage Banking – Loan Modifications: Managed a continuous portfolio of 40-120 mortgage loans
valued from $7 million to $21 million. Consulted with homeowners regarding loan modifications of
existing home loans prior to foreclosure. Completed applications from customers over the phone, secured
designated documents and payments in a timely manner, and notified customers of acceptance or decline of
loan modifications. Coordinated Short Sale of properties and secured Deed in Lieu (DIL) to enhance
homeowner’s financial status as much as possible. Handled high-profile, urgent accounts forwarded by
senior management. Processed FNMA (Fannie Mae), FHLMC (Freddie Mac), FHA, VA, and conventional
loans. Coached and mentored associates to achieve productivity goals.
Achievements:
• Productivity – Top Performer (4 Months): Consistently ranked in the Top 1% among 80-100 associates.

JPMORGAN CHASE, Arlington, Texas 9/06 – 6/12

Mortgage Banker/Relationship Manager/Loss Mitigation (9/08 – 6/12)
• Mortgage Banking – Loan Modifications: Managed a continuous portfolio of 120 mortgage loans valued
up to $21 million. Consulted with homeowners regarding loan modifications of existing home loans prior
to foreclosure. Took applications from customers, secured designated documents/payments in a timely
manner, and notified customers of acceptance or decline of loan modifications. Coordinated Short Sale of
properties and secured Deed in Lieu (DIL) of foreclosure. Handled high-profile, urgent accounts
forwarded by senior management. Processed FNMA (Fannie Mae), FHLMC (Freddie Mac), FHA, VA, and
conventional loans. Coached and mentored associates to achieve productivity goals.
Achievements:
• Circle of Excellence – Top Performer (5 Quarters, 2010-2011): Consistently ranked in the Top 1%
among 200 associates.
• Certificate – NDeX Foreclosure Training (2010).

Credit Solutions Specialist III/Trainer, Washington Mutual Card Services (9/06 – 9/08)
• Financial Services: Managed a portfolio of 120-150 delinquent consumer credit card accounts that were
60-90 days past due. Consulted with customers and negotiated timely payment of past-due amounts to
support them to retain use of the credit card and restore/improve their credit score. Skip traced customers
using Lexis-Nexis. JPMorgan Chase acquired Washington Mutual Card Services in September 2008.
• Training/Staff Development: Selected by management to become a Trainer of new-hire and current
employees. Provided on-the-job training, coaching, and mentoring to support associates to improve their
daily production. Monitored work area and coached associates individually throughout the day before,
during, and after “live” calls with customers. Handled escalated calls and answered questions.
Achievements:
• Revenue Productivity – Top Performer: Consistently ranked in the Top 1%-2% among 200 associates
for collecting past-due revenues up to $250,000 monthly.

BEST FARES.COM / DISCOUNT TRAVEL NETWORK, Arlington, Texas 10/00 – 9/06

Senior Charge-Back Specialist/Collections
• Revenue Recovery: Increased profitability for domestic and international airlines and major credit card
companies by monitoring, researching and verifying debit memos issued for chargebacks by customers to
ensure accurate and timely billing. Identified, verified, and resolved billing discrepancies reported by
customers for service fees and agent errors to ensure high-quality customer satisfaction. Consulted with
agents regarding ticketing issues involving waivers, refunds, and unreported sales.
Achievements:
• Fraud/Loss Mitigation: Recovered $10,000+ month in lost revenues/sales and fraudulent transactions.
• Authorization Verification System (AVS): Selected by management to design and implement processes
and procedures to identify, track, and recover revenues from fraudulent transactions. Wrote and revised the
training manual and fraud updates for use by Ticketing Agents and Training and Accounting personnel.
• Employee of the Year – 2005: For Productivity and Customer Service.

EDUCATION
College of Southern Idaho, Twin Falls, Idaho
Completed 45 semester hours toward a Bachelor’s degree.