Customer Service Quality Assurance

Sonya Delgado

**** ******* **. **** 940-***-****

Denton, TX 76210

E-Mail Address: ********@***.***

PROFILE

To obtain a position where I can utilize my knowledge and experience to enhance the company growth and gain personal development.

SUMMARY OF QUALIFICATIONS

12 years of experience in Customer Service and Collections call centers.

Excellent written and oral communication skills with all levels of management.

Strong relationship/interpersonal skills

Self-motivated / demonstrates initiative

Unique combination of expertise in call center operations management, project management, quality and process improvement.

FDCPA Certified with knowledgeable with FHA, VA, FNMA, & PMI Collections

Facilitator/Training/Presentation skills

Proficient in the following: Microsoft Word, Excel, Outlook, PeopleSoft 8, LSAM, Fidelity, Verient, Real Servicing,CMS and Internet Applications

Bilingual translator

Bankruptcy Specialist - Ocwen Loan Servicing, Coppell, TX 06/2015 – 09/21

Take inbound / outbound bankrupts calls

Resolve escalations ranging from: cashiering, payoff, discounted payoffs, HAMP/Non-HAMP modifications, HAFA/Non-HAFA short sales, HAFA/Non-HAFA deed in lieu, HAUP, Shared Appreciation modifications,, escrow, repayment plans, assumptions and any servicing related questions.

Review with borrower most adequate loss mitigation resolutions for severely delinquent accounts based on investor approved options.

Assist borrowers with loss mitigation documents and provide a sense of urgency to provide missing documentation.

Research accounts in detail to provide borrower with an accurate and prompt response.

Communicate effectively with various internal departments to resolve escalations.

Take ownership and accountability by following up with borrowers to meet their needs.

Identify call drivers to enhance productivity.

Maintain outstanding levels of quality assurance and perform to achieve highest metrics such as one-call resolution.

Maintain all training and compliance current.

Comply with FDCPA and all regulatory guidelines.

Quality Assurance Specialist - Ocwen Loan Servicing, Coppell, TX 10/2009 - 06/2015

Analyze findings from process reviews and developed reports to highlight trends/opportunity for improvement.

Handle customer complaints and Spanish translations.

Interact with other mortgage companies with transfer issues.

Handle government loans such as FNMA and FHA.

Staff development, coaching, evaluation and feedback, ensuring the outcome of quality assurance scores, assisting Senior Management through weekly communication concerning the status of my team’s performance and needs, and consistent management of save/loss control.

Monitor calls, provided feedback to associates.

Worked foreclosure accounts.

Assist with implementing change or modification to the Quality Assurance department’s evaluation process.

Lead calibration sessions monthly and published finding for the session to the Quality Team and management.

Tracked business unit responses for all finding identified from the process review.

Comply with FDCPA and all regulatory guidelines.

Loan Counselor and Foreclosure Specialist Ocwen Loan Servicing, Coppell, TX 12/2006 – 10/2009

Loan resolution and loss mitigation

Review with borrower most adequate loss mitigation resolutions for severely delinquent accounts based on investor approved options.

Assist borrowers with loss mitigation documents and provide a sense of urgency to provide missing documentation

Provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner.

Collect loan payments and resolve delinquent customer loans by leveraging retention and liquidation strategies for loans current month owing through foreclosure

Manage customer contact through inbound call queues and outbound dialer campaigns.

Adhere to investor servicing guidelines and internal policies and procedures.

Effectively provide prompt, accurate and professional responses to customer inquiries

Successfully resolve routine inquiries regarding payments, escrow, loan terms etc.

Display active listening skills

Document loan activity to the LoanServ system

Establish payment arrangements and determine strategies to resolve delinquency

Foreclosure questions and concerns

Counsel customers about consequences of delinquency

Maintaining service levels and call center performance metrics

Comply with FDCPA and all regulatory guidelines.

Collection / Auditor Saxon Mortgagehttp://www.ocwen.com/, Ft. Worth TX 08/2005 – 11/2006

Assisted customers with payment, taxes, insurance, and escrow

Received inbound/outbound calls.

Researched and setup task on customers account.

Resolved escalated calls to diffuse irate customers and provide timely response to

complex issues.

Department expertise in the areas of loan modifications and forbearance agreements.

Conducted system audits on delinquency database to ensure all accounts received consistent collection activities.

Maintains compliance with call strategy, inactive bankruptcy servicing guidelines and all company policy

Developed training modules around new processes and procedures, refresher trainer courses

Facilitated new hire and refresher training classes for all default collections.

Developed needs analysis training materials based off of trending data provided by department heads.

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