Servicing Specialist Customer Service

Victoria Nava-Hernandez

San Antonio, TX ***** https://www.linkedin.com/in/victoria-nava-hernandez-516678194/ 210-***-**** ********@*****.***

BUSINESS EXECUTION CONSULTANT

Accomplished professional with years of experience in customer service and specialized expertise in the mortgage loan industry. Leverages excellent services skills to establish rapport with both internal and external clients to build loyalty and establish trust. Illustrated track record of providing high-level, personalized experience while mitigating financial risk to the lender. AREAS OF EXPERTISE

Communication Loan Administration Collections Default Foreclosure REO Audits Servicing Property Preservation Customer Service Loan Documentation Business Operations Financial Services Leadership Quality Assurance Risk Management Deadline-Driven MSP ECar SHAW BlackKnight Iproperty SharePoint Open Text Loss Mitigation EXPERIENCE

Wells Fargo April 2017 – October

2022

Senior Escalations Representative/Research Remediation Analyst/Quality Assurance Analyst - Property Preservation/REO Complaints

Manage multiple projects simultaneously to include procedure updates, team member training, and Iproperty enhancements. Perform audits for different functions and serve as CFIT Reviewer.

• Review complaints and identify root cause of complaint, leading to increased customer satisfaction and brand loyalty.

• Consult with internal partners to achieve quick resolution to escalated complaints.

• Suggest recommendations to management to assist with team member development.

• Collaborate with other lines of business and follow up on actionable items, ensuring resolution to process gaps.

• Identify process gaps/CITs on line of business processes.

• Serve as Change control owner and leverage JIRA experience. Wells Fargo May 2014 – March 2017

Loan Verification Analyst 3- Research and Development Team Lead Foreclosure Document Execution

• Participated in Annual Certification Procedure Review to ensure that procedures are accurate in order to avoid any production stops.

• Consulted with internal and external counsel to achieve resolutions on execution of legal documents.

• Participated as a tester for the Loans/Lines WMSA conversion, participated in the Client Consolidation project and the FDR/AFS conversion.

• Made recommendations to management for procedure impacts to avoid risk.

• Provided email communication, facilitated training to department as well as other departments on any process updates, hosted meetings with internal and external partners.

• Provided feedback and direction to team members.

• Developed and built strong relationships with different business partners.

• Managed multiple projects and develop solutions, implemented new processes within the business.

• Performed research and analysis on a wide variety of processes and procedures to identify risk.

• Conveyed any potential gaps in the business process to management and provide resolutions.

• Read and interpreted complex legal documents.

• Assisted with writing procedures for several processes.

• Awarded 2015 Service Conference Winner.

Wells Fargo February 2013 – May 2014

Victoria Nava-Hernandez 210-***-**** ********@*****.*** Loan Verification Analyst 3-Team Lead- Foreclosure Document Execution

• Supported team members with solving problems and helped them to achieve company goals.

• Assisted with different reports that allowed tracking workloads for group.

• Created Excel Reports to ensure turnaround time was being met for documents needed by outside counsel.

Used experience reviewing different attorney legal documents that are needed to proceed with foreclosure.

• Earned Vice President Loan Documentation.

Wells Fargo

Interim Lead/Manager- Demand Client 512 Team (Collections Support Group) - Temporary

• Led and oversaw loan production activities in which demands are being sent to qualifying loans

• Helped Rebuild Demand Team.

• Assisted with training and provided coaching to seven new employees for the demand process.

• Pulled production reports and ensured that production levels were being met.

• Identified gaps and ensured that the SOP is up to date.

• Used knowledge on State Regulations and Guidelines for the Demand Process for Client 512.

• Worked collaboratively with the Collections Compliance Team.

• Collaborated effectively with peers and other departments on complex issues to help improve processes.

• Assisted the Foreclosure department in researching loans and determining whether legal documents requested by Foreclosure attorneys are needed.

Wells Fargo November 2011 - February 2013

Loan Servicing Specialist 4- Quality Review Board (Collections Support Group)

• Ensured that particular processes are in compliance with company along with any legal or regulatory policies.

• Audited processes for the following Collection Support Group processes: Demands for Client 512;CA/WA Due.

• Paid due diligence for Client 512 and WFHM; HAMP Bankruptcy Documents for Client 512; Hardest Hit Funds Reinstatement Quotes and TPA validations; knowledge with auditing ER/RPP.

• Identified gaps and provided feedback to teams within CSG to ensure compliance with Wells Fargo SOP’s.

• Communicated progress and audit findings and reported any issues that could be a potential impact to the business process.

• Experienced with process development which included creating job aids and audit checklists for HHF and Demand Client 512.

Wells Fargo November 2010 – November 2011

Loan Servicing Specialist 3- (Collections Support Group)

• Reviewed, responded, and processed requests for CA and WA Due Diligence for WMSA and WFHM.

• Performed daily processor audits for CA/WA Requirements team to ensure that government regulations were being met as well as preventing potential risk to the company.

• Provided feedback and coaching to team members to improve quality. Aerotek July 2009 - September 2009 and Wells Fargo September 2009 - November 2010 Loan Servicing Specialist 1- (Foreclosure Department)

• Provided excellent customer service in high volume call center in reference to their mortgage.

• Assisted customers while ensuring bank policies are being followed.

• Processed rush reinstatement quotes and rush payoffs with a quick turnaround time.

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