Loan Counselor Customer Service

**** ** ****

Dayton, TX *****

Phone: 936-***-****

Sonia Martinez

Objective

To find a career opportunity where I can grow as a person and enhance my computer skills and communicational skills.

Education

1998 - 2000 Baytown Lee College Baytown, TX

• Accounting

• Computer Programming

• 2009 - Present Grand Canyon University Online Environment

• Bachelors in the Arts of Accounting

Languages

Read, Write and Speak Spanish fluently

Work experience

2009 - 2011 Money Management International Sugar Land, TX

Support Counselor I

• Established relationships with clients to derive individually tailored solutions to their housing related needs to provide education and customized recommendations for available options to appropriately handle their delinquent mortgage. This included communicating and building relationships with lenders, government organizations and non-profit business partners and/or referral to other assistance organizations.

• Responsible for assessing the client's financial situation through one-on-one in-person, inbound telephone calls and/or web chat counseling sessions with potential clients.

• Provides personal attention to each client in a professional and responsible manner, while maintaining or exceeding monthly performance goals.

• Operates within MMI's established guidelines to assure that clients are provided with the appropriate solution to meet their unique needs.

• Responsible for client follow-up, when needed, to ensure client’s complete recommended action plans.

• Develops individually tailored recommendations based on loss mitigation options in order to assist clients in appropriately managing their housing situation.

• Motivates clients to take the actions necessary to resolve their financial problems. Explains the features and benefits of MMI's products and services to new and existing clients.

• Provides specialized counseling for clients under various grants, agreements and programs entered into by MMI, which is consistent with all established program, agreement or grantor guidelines.

• Promotes the sale of appropriate agency products and properly handles the money transactions associated with these sales, when applicable.

• Responsible for re-counseling clients, when needed.

• Provides clients with appropriate referrals to other assistance organizations, when needed. Meets position objectives as defined by management.

• Supports and complies with all company policies, procedures, guidelines and ethical standards. Maintains the highest standards of confidentiality and complies with all policies and procedures to protect client's privacy and MMI's proprietary information.

• Represents MMI professionally and effectively to all constituents through participation in professional development programs and through the certification process.

• Acquires and maintains all necessary professional certifications.

2003 - 2007 Litton Loan Servicing LP Houston, TX

Loan Counselor I

• Made outbound calls to Mortgagors

• Received inbound calls from Mortgagors

• Worked on dialer

• Determined Mortgagors Needs

• Determined Mortgagors ability to repay the loan

• Assisted Mortgagors with payment arrangements

• Processed phone payments for Mortgagors

• Advised of possible actions to be taken and educated Mortgagors

• Assisted with Customer Service and Spanish calls as needed

Research Specialist II

• Research Mortgagor Disputes

• Respond to Mortgagor Disputes

• Review and analyze payment histories

• File claims with mortgage servicers as needed

• Respond to Web inquiries

2002 - 2003 Spherion Houston, TX

Collection Officer

• Placed outbound calls to debtors

• Received inbound calls from debtors

• Customer Service

More Work Experience

2001 - 2002 Acción Texas Houston, TX

Customer Service Representative

• Prepared Commercial Loan Packages

• Operated multi-line phone system

• Placed collection calls on high risk and contaminated loans

• Performed closings on approved loans

• Performed weekly informational seminars for prospective borrowers

2000 - 2001 Mitchell Mortgage The Woodlands, TX

Accounting Specialist I (Job resulted from Citizens Bank buyout)

• Communicated with all vendors

• Received all purchase orders and invoices

• Responsible for reconciliation of accounts payable and accounts receivable

• Prepared month end reports and portfolios for committee presentation

1999 - 2000 Citizens Bank and Trust Company Baytown, TX

Mortgage Loan Funder

• Preparation of Mortgage loan packages

• Operated a multi-line phone system

• Posted mortgage payments

• Maintained all client files

• Translated at closings as needed

• Contacted title companies when funds were available

References

References are available upon request

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