About the Candidate
Seeking a Customer Experience Management position focusing on customer service management, operational management, and process improvements.
Profile & Value
A Bilingual Management Professional customer experience focused, compliance detailed results-driven leader with proven ability to improve the efficiency of operations, team building, and streamline processes for day-to-day operations. Ability to identify potential breakdowns and implement operational changes to enhance productivity. Consistently maintained a respected record of accomplishment in developing internal controls, and best practices, and ensuring adherence.
An experienced operations and client relations manager with 20+ years in the mortgage default and real estate industry. I have specialized in customer experience, team building, mortgage compliance, customer service metrics, leadership, property preservation, hazard claims, and client relations. I am versed in all investor regulations and have trained staff to ensure customers’ expectations and business goals are met. My customer experience leadership and skills can be an asset in different industry niches.
Proven record of accomplishment in all industry areas. Strengths have been developed in Customer Relations Management, and Mortgage Servicing Compliance. Effectively work with all participants in the process, including but not limited to Customers, Customer Relation Agents, Asset Managers, National, and Regional Mortgage Field Servicing, Vendors, Foreclosure Attorneys, Closing Companies, Government Agencies, and other parties involved.
Communicative, ambitious, self-driven, and in constant learning to improve. Outstanding record as a corporate ambassador to customers, staff, regulatory bodies, state, and federal governmental agencies. Proactive, highly organized, and capable of managing multiple tasks and scheduling job priorities. Have excellent communication skills and maintain attention levels and control. Read, speak and write fluently in English and Spanish.
Home Solutions Manager May 2022 to present
Responsible for the oversight of the team’s production and compliance by managing frontline agents as assigned (usually between 10 to 20 agents); within a blended Customer Service and Collections call center environment. Coach, mentor and motivate customer relations staff on performance including HR-related discussions for up to 20 Agents. Responsibilities include, but are not limited to ensuring monthly Team production goals/Key Performance Indicators are met. Such Indicators include Cure Rate, Auto Payment setup, Compliance, Quality, Customer Satisfaction, Employee Satisfaction, Handling Call time Metrics and controls, Schedule adherence, etc. Analyze accounts, reports, and trends (both internal and external customers) for root cause analysis identification, improvement opportunities, and proactive strategies. Collaborate with Human Resources regarding leaves of absence. Manage direct reports’ timecards, attendance, and time-off requests. Review internal and external audit findings as well as monitor agents’ calls for areas of improvement and develop action plans for identified opportunities. Review and document employee performance, recommending promotions or other changes status. Create, develop and promote departmental games, incentives, and contests. Assist with the interviewing, hiring, and training of frontline staff. Other duties as needed or required.
Community Loan Servicing (aka Bayview Loan Servicing)
Customer Service Supervisor January 2021 to April 2022
Responsible for the oversight of the team’s production and compliance by managing frontline agents as assigned (usually between 10 to 20 agents); within a blended Customer Service and Collections call center environment. Coach, mentor and motivate customer relations staff on performance including HR-related discussions for up to 20 Agents. Responsibilities include, but are not limited to ensuring monthly Team production goals/Key Performance Indicators are met. Such Indicators include Cure Rate, Auto Payment setup, Compliance, Quality, Customer Satisfaction, Employee Satisfaction, Handling Call time Metrics and controls, Schedule adherence, etc. Analyze accounts, reports, and trends (both internal and external customers) for root cause analysis identification, improvement opportunities, and proactive strategies. Serve as an SME for the CAT/Escalation Team and help in the establishment and streamlining of the CAT/Escalation department procedures. Collaborate with Human Resources regarding leaves of absence. Manage direct reports’ timecards, attendance, and time-off requests. Review internal and external audit findings as well as monitor agents’ calls for areas of improvement and develop action plans for identified opportunities. Review and document employee performance, recommending promotions or other changes status. Create, develop and promote departmental games, incentives, and contests. Assist with the interviewing, hiring, and training of frontline staff. Other duties as needed or required.
Community Loan Servicing
Bilingual Escalation Representative (Customer Advocate) January 2017 to January 2021
Responsibilities include but are not limited to de-escalating irate and/or dissatisfied callers. Deter customers from escalating to CFPB, BBB, or other regulatory agencies through first call resolution. Track and maintain clear and critical documentation in the system of record to ensure proper resolution. Research and follow up with supporting business units to facilitate appropriate case remediation. Monitor and respond timely to customer call-back requests by retaining full ownership of the account until resolution or clear handoff to other internal escalation departments. Review payment applications and request adjustments when necessary. Research and review escrow accounts for inconsistencies. Worked directly with ARM & DSI loan payment applications, reviewed payments applied properly, and reviewed and approved Worksheets for DSI loans. Help upper management with training, and coaching and work as a resource for the junior team members. Provide feedback to Supervisors for Customer Relations agents regarding compliance, best practices, and the company’s policies, and procedures. Adhere to Company and Department policies related to Customer Communication and Call handling. Mitigate reputational risks to the company. Other duties as needed or required.
Bayview Loan Servicing
Bilingual Customer Relations Agent December 2015 to January 2017
Respond to all incoming customer inquiries received via telephone/written in an accurate and timely manner. Responsible for verbal and written communication on residential mortgages up to 30 days delinquent. Responsible for incoming calls received on the ACD line or direct line. Respond to mortgagor inquiries. Refer calls that cannot be handled to the appropriate area. Make welcome calls. Maintenance mortgagor records for name and address changes, phone numbers. Generate billing statements and/or coupons. Skip-trace no contact mortgagors. Issue delinquency notices and ensures that demands are sent within department guidelines. Issue required regulatory disclosures. Issue posting instructions to cashiering. Maintain delinquency flags and holds. Responsible for outgoing calls on loans 3 – 60 days delinquent. Special projects as assigned by the supervisor.
Truly Noble Services, Inc.
Property Preservation Manager (REO Department) May 2015 to September 2015
Responsibilities include managing, coordinating, developing, training, and implementing all maintenance and property preservation operations for real property assets in Texas and New Mexico. Logistical development, implementation, and oversight of all services to include; initial inspections and or repairs, winterizations, debris removal, landscaping services, emergency issues, local ordinance coordination/negotiation, legal coordination for evictions, casualty repair coordination as well as routine inspection and landscaping management. Additional requirements included; quality oversight, regular travel for site visits and client summits, overseeing a large staff and managing a contractor database of more than 200 to complete all tasks in accordance with company directives, client expectations, and our management plan, creating and monitoring daily and weekly reports in order to evaluate and enhance performance, providing cost-effective plans, estimates, and functions to enhance our client’s goals, as well as evaluating property conditions upon acquisition in compliance with directives and client expectations.
National Field Representatives
On-site Coordinator – Nationstar’s Reverse Mortgage Dept. January 2015 to May 2015
Review the First Time Vacancy (FTV) report and submit a request for vacancy letters. Review loans for proceeding preservation action. Review borrower’s contracts and loan status, prior to ordering preservation work. Provide Nationstar’s Hazard Claims Department with a detailed damage report. Review daily damages report and/or unsecured properties reported determining further actions to be taken. Review and respond to Code Violations, contact Cities and if necessary, coordinate court hearing attendance when requested. Update Nationstar’s systems of record with information and dates for property preservation actions. Enter bids information into Storm/HERMIT. Track bids and daily follow-up with Storm/HERMIT responses. Submit property preservation expenses cost to date. Complete other tasks as needed.
Matt Martin Real Estate Management
HOA Risk Mitigation Analyst – (Contract assignment) October 2014 to January 2015
Various sources determined if a property is part of an Association. Communicate with interested parties, lawyers, Property Managers, etc. to gather information regarding delinquent HOA amounts. Request Estoppels. Revised, reconciled, adjusted, and analyzed data provided per State and/or city ordinances. Negotiated amounts with
Lawyers and Property Management companies.
Mortgage Specialist International, LLC
Quality Control & Billing Team Lead – Preservation October 2013 to December 2014
Supervised a team of billing processors; ensuring work is completed, reviewed and billed per Investors’ guidelines and specifications. Streamline the billing reviewing process to assure timeframes were met. Reviewed bids, to comply with specific Clients and Investors’ Matrix (including HUD, Fannie Mae, Freddie Mac, VA, etc.). Validated bid’s pricing using Cost Estimator’s software. Established and maintained direct contact with Vendors to assure work complied with GSE and Investor’s expectations. Advised on best practices. Prepared, reviewed and analyzed productivity reports for upper management.
Mortgage Contracting Services
Asset Preservation Coordinator II – REO Bids Team December 2011 to August 2013
Liaison between Clients and Vendor network to ensure that work was done timely and in accordance with HUD and Clients’ allowable guidelines. Worked within a specified portfolio of loans to assign work orders, review photos, followed up with vendors on missing/tardy work, process completions, reviewed bids, and reviewed/submitted invoices. Worked in the customized database to complete all assigned tasks within a designated time frame. Updated transactions in multiple systems. Prepared, edited, distributed, and/or corrected specialized and/or complex documents/notes/entries. Ensures all work was completed accurately in compliance with client specifications and company policies. Created, modified, and streamlined processes, reports, and procedures. Prepared and analyzed data using BI tools and databases.
Remote, Puerto Rico area
Owner – BPO Analyst and Coordinator May 2009 to November 2014
Per Contract, worked in direct relationship with Real Estate Brokers to establish accurate values for Broker’s Price Opinions (BPO) and Comparative Market Analysis (CMA) – specifically for Puerto Rico’s Real Estate Market. Verify Geo Codes and APN Id to accurately locate the properties needing valuation. Research various sources for property characteristics, including types, classification, best use, changes in property types, etc. Research different MLS and gather Market Data to analyze current trends. Gather all necessary supplementary data to validate Broker’s valuation. Analyze, verify and revise all data for accuracy. Verify and reconcile Broker’s value prices before submitting to Clients. When necessary translate the Broker’s findings to English and input the information into the different Client systems – per written acknowledgment from both the Broker and the Servicer. Work with current technologies for data validation.
Property Spot, Inc.
Owner – President and REO Manager October 2004 to November 2011
Managed the day to day operation of the REO Department. Prepared and revised Pre-marketing, Initial and Updated Broker’s Price Opinions (BPO). Made sure that properties were Vacant and that all local, state and federal rules and guidelines were properly followed. When needed, responsible for the Eviction processing, including contact with borrowers, follow up with attorneys, and overseeing the Cash for Keys (CFK) transactions. Established and implemented strategies for the most efficient way to sell. Worked directly with Closing Companies to make sure the transactions were completed within deadlines and in compliance with Clients specifications. Assured compliance with Federal’s guidelines, Investor’s and with particular Clients’ REO Standards and Procedures.
Realty Xperts, Inc.
Operations Manager November 1999 to August 2004
Prepare assets for Marketing. Established and implemented strategies for the most efficient way to market the properties. Worked directly with Mortgage Banks, attorneys and Closing Companies to make sure the transactions were completed within the deadlines. Oversee the Office Operations and Sales Team.
University of Puerto Rico, Río Piedras Campus 1988 to 1994
B.S., Applied Mathematics
Allied School, Online 2013
SAFE Mortgage Originator Pre-certification course
Pass: SAFE MLO Test – National Component w/ Uniform State Content, 80%
Cape School, Inc. 2014
3 Hrs. TX SAFE: Guide to Texas Mortgage Law
Knowledge and Skills
Management Customer Service
Extensive knowledge of mortgage business and related processes
Excellent customer service and support.
Remarkable ability to manage workflow in compliance with deadlines
Outstanding ability to manage communication between internal and external clients
Effective presentation skills.
Excellent communication and interpersonal skills
Proficient computer skills using Windows environment, Microsoft Office Platform (Word, Excel, PowerPoint, Outlook, etc.), BI tools and Internet Platforms, etc.
Trained in Industry Platforms including but not limited to Black Knight LPS Director, MSP, Servicing Director, Equator.com, Res.net, SERVICE LINK, AS400, Cost Estimator (Repair Base), PS260, HERMIT/Storm and others
Proficient in managing internal databases and CRM software