have 15 years experiance in customer service / call center

Laura Santiago

***** ***** ****** ********, ** **345 • 909-***-**** • **.*******@*****.***

SUMMARY OF QUALIFICATION

Professional, dedicated and reliable individual with excellent communication skills. Work well under pressure and fast

paced environment, recognized for delivering exceptional results in timely manner and meeting stringent deadlines.

Self-motivated, team oriented, problem solver and asset to any department. Strong customer service skills, call center

experience, knowledgeable of mortgage loan documents and mortgage loan process. Bilingual in Spanish language.

EXPERIENCE

HSBC Finance Corporation, Pomona, CA 1997 - 2014

Legal Entity Review Specialist 2011 2014

Managed assigned foreclosure portfolio, ensure time frames met, and losses minimized

Audited assigned loan files to ensure data to system accuracy on all mortgage loan docs

Identify and correct all discrepancies, resolve legal entity problems with appropriate documents

Create Allonge to Note and Assignment of Mortgage as necessary to complete chain of title

Determine if external signatures needed, comply with federal and local laws, contact local

government recording agencies as needed

S enior Collection Specialist 1997 2011

Work directly with customers managing collection activities, liquidate 30-150 day delinquency

Ensure high level of customer service and company goals, dialer and manual collections

Responsible to meet monthly goal, daily skip trace, read and understand credit bureau reports

Review and analyze financial situations of customers, arrange repayment programs as needed

Submit home loan modification applications for programs, knowledge of all FDCPA guidelines

Strategize monthly with management to meet expectations

Ability to lead team in supervisors absence, assist with training of new hires and low performers

EDUCATION

U.S. Colleges, Montclair, CA 2014

Computerized Office & Accounting Instructor

East Los Angeles Community College, Los Angeles, CA 1989

General Education

Roosevelt High School, Los Angeles, CA 1989

High School Diploma

SKILLS

MS Windows 7 MS Word 2010 MS Excel 2010

MS PowerPoint 2010 MS Access 2010 MS Outlook 2010

QuickBooks Pro 2012 Customer Service Data Entry

Loan/Mortgage Bilingual - Spanish Research/Internet

Experience Explorer

Typing 40 wpm 10-Key 150 spm

RECOGNITIONS

Employee of the Month for Awarded Incentive pay for Awarded Leadership

High Performance performance Medallion

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