Customer Service Case Manager

Professional Summary: I have **+ years of experience in leadership in the mortgage industry and teamwork settings and over 15 years of customer service experience including mentoring and coaching the insurance and escrow fields. Solid experience writing and implementing procedures to meet compliance and minimize risk. I am fluent in Spanish and English with written and skills.

Core Competencies:

Advance Excel, Adobe Photoshop, DocuSign, LoanServ, MSP.

Simultaneously managed teams, enhancing overall quality and productivity by 30%.

Successfully delegated responsibilities resulting in an increase of 25% team productivity.

Enhanced team communication, reducing misunderstandings and overall team improvement.

Employment History:

Freedom Mortgage, Jacksonville, FL Mar 2021 to Present

Escrow Analysis/Insurance Supervisor

Led the Escrow Analysis and Insurance operations teams to perform in a timely and accurate manner while remaining in compliance with all State, Federal and Investor guidelines.

Managed updates to Escrow Processes and Procedures to ensure meet industry regulations.

Partnered with Legal and Compliance teams to improve customer satisfaction.

LoanCare, Jacksonville, FL Nov 2013 to 03/03/2021

MRU Hazard Escrow Team Lead-Feb 2016

Facilitated direction/oversight of complex items related to escrow issues, research, and disbursements.

Spearheaded the training of the hazard staff, promoting mentoring and best practices within team.

Developed tracking metrics to improve movement of hazard claims for REO and Default properties l

Gateway Community Services, Jacksonville, FL Oct 2012 to Nov 2013

Case Manager

Provided individual counseling, conducts assessments, group counseling and drug tests, maintain files and facilitates referrals.

QBEFIRST, Jacksonville, FL May 2007 to Sept 2012

Insurance Verification and New Loan Set Up

Timely verification and payment of Homeowners Insurance.

Confirmed and correct deficiencies on coverage and deductibles.

Composed letters in reply to correspondence from customers and third-party vendors.

Washington Mutual Bank, Jacksonville, FL May 1997 to Nov 2006

Research Representative/Loan Processor / Loan Officer

Analyzed applicant’s financial status, credit, and property evaluations to determine feasibility of granting loans and determine program eligibility.

Reviewed loan agreements to ensure complete accuracy according to policies.

Analyzed financial data as income and assets to determine financial housing and debt ratios.

Gathered records pertinent to the specific problem; reviewed them for completeness and accuracy.

Presented clear and concise explanations of governing rules regulations.

Reviewed correspondence for format and typographical accuracy.

Education:

Bachelor Degree BS Psychology

Catholic University, Ponce, Puerto Rico

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