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Analyst Sales

Bedford, TX
April 24, 2020

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ANNA A. GARZA ***** Duesenberg Dr., Frisco, TX ***33

(cell) 214-***-**** (email)


A bilingual, highly experienced self-starter and goal-oriented financial professional with a demonstrated track record of maximizing relationships and business development opportunities and consistently exceeding performance goals. Diverse combined experience in the mortgage, legal litigations, banking, and risk management/fraud sector. Accomplished expertise in managing relationships through the complex loan mortgage foreclosure litigation process. A strong focus on integrity when working with internal and external stakeholders. Identified and captured opportunities to accelerate expansion and improve profit contributions, which has resulted in numerous corporate revenue goals. Adept at working in changing, fast-paced environments, with demonstrated ability to handle highly confidential information in a sensitive manner.


§ Relationship Manager Loss Mitigation

§ Mortgage Qualifications

§ Fraud Investigations Analysis

§ Risk Management/Claims

§ Short Sales, Dil, Mods

§ Legal Research

§ Loan Applications/Processing § Disputes Resolutions § Audit Compliance

§ Debt Maintenance/Counseling

§ Financial Consultations

§ Legal-Corporate Witness-Travel 80%

§ Training Administration

§ Recruiting Administration

§ Quality Assurance Analysis

§ Negotiations

§ Chargebacks –Visa, MC

§ Account Management


Ocwen Financial Corporation, Addison, TX, 2015 - 2019 Senior Loan Analyst-Legal Litigation Department

§ Reviewed, researched, analyzed, and interpreted mortgage business records and files while communicating facts effectively in litigated/legal court settings, mediations, pre-trial, trial, hearings, and bankruptcy contested or uncontested on all loans: GSE, non-GSE, residential, and commercial.

§ Expertise with RESPA, FDCPA, GLBA, and state laws related to legal foreclosure, bankruptcy, REO, small claims, property code violations, and other complex issues that arose.

§ Diligently worked closely with attorneys on litigated and contested case files.

§ Made court appearances in person and telephonically throughout the United States for trials, depositions, bankruptcy hearings, property code violations, title issues, and mediations.

§ Negotiated litigated settlement conferences hearings.

§ Coordinated with all internal departments and external vendors for litigated matters for resolution.

§ Performed all other duties and projects assigned by management.

§ Completed review, quality check, executing interrogatories, discovery, settlement authority releases, and title letters.

§ Signing authority officer for settlements negotiations, title letters, affidavits, and change of counsel request. Ocwen Loans Servicing/formerly GMAC Mortgage, Coppell, TX, 2011 - 2015 Home Retention Consultant/Relationship Manager III/Short Sales

§ Delivered superior service by managing personalized relationships with each customer to ensure that his or her diverse expectations and unique situations were managed and provided top-level service.

§ Accurately processed, verified, and gathered borrower information for verifying loan documents and reviewing file documentation to guide each loan from pre-approval to closing.

§ Worked directly on inbound/outbound calls and emails throughout loss mitigation or foreclosure process.

§ Proactively kept in contact with each client to provide basic information/updates about the status of the customer's account, including pending loan modification application, short sales, and deeds in lieu of foreclosures.

§ Possesses expert-level understanding of all modification programs and maintains robust knowledge of other non-modification workouts, short sales, deed in lieu, and non-foreclosure liquidation options.

§ Accurately pre-qualified customers for modification programs according to guidelines set forth by GSE loans, FNMA, FHLMC, GNMA, FHA/VA, and private labels.

Anna A. Garza, Page 2

§ Key liaison between customers and all departments, i.e., underwriting groups, and worked to clear any internal process hurdles.

§ Identified missing documents and facilitated the submission of documents for a modification application.

§ Provided detailed explanations regarding reasons for modification approval or denial and assisted customer to find and access other forms of assistance if applicable, including credit counseling, Hardest Hit Funds program, and property liquidation.

§ Assisted with short sale or deed in lieu of foreclosure to minimize losses incurred as a result of delinquency or foreclosure.

§ Communicated and worked closely with Foreclosure Department and provided guidance to questions on the account if loss mitigation efforts did not succeed.

§ Communicated principal/interest, taxes, insurances, and year-end statement information.

§ Exceeded expectations on call handling and payment collections.

§ Qualified and processed complex mortgage modifications.

§ Exceptional crisis resolution skills to manage escalated issues from homeowners to ensure a positive customer experience.

§ Team mentor/coach for new hires to ensure smooth transition from the classroom to the floor. ADDITIONAL PROFESSIONAL EXPERIENCE

TNB Card Services (Town North Bank)/Fifth and Third Bank ò Dallas, TX ò 2007-2011 Fraud and Support Operations - Chargeback Analyst Fidelity IFS - Plano, TX - 2004-2007, Internet Security - Fraud Analyst - Team Lead; Cingular Wireless - Fraud Analyst - Farmers Branch, TX - 2003-2004; T-Mobile HotSpot/VOLT - Network Coordinator - Technical Support - Carrollton, TX - 2003; KPMG, LLP - Human Resource Specialist - Training, Recruiting, Onboarding, Benefits – Dallas, TX - 1999-2002; Excel Telecommunications - Customer Relations Specialist - Addison, TX - 1996-1999 EDUCATION

Texas Women’s University, Denton, TX, 1996 - 146 credit hours completed B.S., Interdisciplinary Studies - Elementary Education Specializing in Early Childhood and Reading Pharr-San Juan-Alamo High School, San Juan, TX, 1987-1990 Advanced Studies - Diploma

License Held – Texas All-Lines Adjuster, 2016-2020 Continual Education Certification of Completed Courses, 2009-2019 Compliance w/ the Americans With Disabilities Act ò Anti-Money Laundering ò Fair Lending and Responsible Servicing ò Information Protections Awareness ò Mortgage Operations ò Community Reinvestment Act ò Fair Credit Reporting ò Fair Debt Collections Actò BSA/AML/OFAC ò Foreign Corruption Act ò Loss Mitigation Fraud Awareness ò SPOC Training Loss Mitigation ò BSA and AML ò Mastercard Worldwide Training Efficient Chargeback Seminar ò Credit Cards Regulations and Liabilities ò Information Security Preventing Identity Theft ò Understanding Reg GG: The Unlawful Internet Gambling Enforcement Act (UIGEA) ò ACER Training ADDITIONAL CREDENTIALS



Proficient in Spanish (speaking, reading, and writing), Microsoft Office – Word, Excel, PowerPoint, Outlook, Mortgage Servicing Platforms, MSP, Black Knight, iDesk, LPS, CounselLink, Oracle Fusion, Fiserv, LoanServ, Xnet, Looking Glass, Citrix, REALServicing, Real Resolution, Real DOC, Real Remit, Vault, LPS, Oracle, AS/400, HomeSaver, CSI Console, Equator, Speedpay, PeopleSoft, Vista, Vantiv, Resumix, SAP, FDR, First Fraud & Disputes, MISER, IEX Elan, Star Platform, PBX, Infonet, Internet Investigations, 24-Karat, ADP, 10-Key, Cisco Systems

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