Loan Servicing Account Manager

Lupe Hernandez

*******************@*****.*** 702-***-**** Pasadena, CA

https://www.linkedin.com/in/lupe-hernandez-2a051487 Summary

Seasoned professional with 10 years of experience in account management and client relations seeking an Account Manager role. Proven expertise in pipeline management, sales presentations, and customer retention, demonstrated at Capital One Auto Finance and U.S. Bank. Skilled in CRM software, loan servicing compliance, and cross-functional collaboration to drive business growth and client satisfaction.

Work Experience

U.S. Bank

Auto and Recreational Finance Concierge Sales Specialist 2 May 2022 - Present

• Lead customer pipeline management, optimizing sales performance and enhancing client experiences.

• Oversee application processing from documentation to post-funding activities, ensuring compliance and accuracy.

• Identify growth opportunities through market analysis and promote financial products with data-driven strategies.

• Deliver persuasive sales presentations, communicating financial solutions to secure client commitment. Wells Fargo Auto

Loan Servicing Specialist 4 Chandler, AZ Jan 2022 - May 2022

• Conducted thorough audits of loan servicing documentation to ensure compliance with refund and GAP insurance policies.

• Coordinated with dealerships and GAP Administrators to obtain necessary documentation, aiding in efficient refund processing.

• Utilized various software platforms to assess and validate GAP refund eligibility, maintaining strict adherence to regulatory standards.

Loan Servicing Specialist 3 Chandler, AZ Jul 2020 - Jan 2022

• Conducted thorough account evaluations to establish eligibility for Service Members Civil Relief Act (SCRA) protections.

• Served as the lead reviewer for repossession accounts, halting collection activities post-successful payment negotiations.

• Ensured adherence to repossession regulations and company policies through regular internal communications. Kyrene School District

Instructional Assistant Coadjutant Phoenix, AZ Aug 2019 - Jun 2020

• Assisted in the creation and execution of blended learning curricula, ensuring adherence to national K-12 educational benchmarks; developed multimedia educational materials that improved instructional methods and student involvement.

• Offered targeted assistance to teachers, promoting the incorporation of special education students by adapting instructional techniques to meet diverse learning needs. Veteran Abstract

Vendor Relationship Manager Las Vegas, NV Jun 2010 - Sep 2012

• Facilitated communication between vendors and clients to resolve process issues, enhancing operational collaboration and meeting compliance objectives.

• Coordinated projects to align with annual performance goals, contributing to improved service standards. L3 Communications Vertex

Relationship Logistician / Property Book IRAQ Jan 2010 - Jun 2010

• Directed logistical support and communications among operational bases to enhance efficiency and optimize resource allocation.

• Facilitated acquisition procedures and ensured adherence to military product and equipment regulations. AT&T

Telesales Representative Cerritos, CA Apr 2007 - Sep 2008

• Developed and executed targeted sales strategies, resulting in increased customer engagement and higher lead conversion rates.

• Enhanced product expertise to align with campaign objectives, achieving and exceeding established performance targets consistently.

Capital One Auto Finance

Account Manager Irvine, CA Oct 2006 - Apr 2007

• Managed account irregularities and secured timely resolution of delinquent accounts, contributing to improved financial operations.

• Implemented payment processing improvements and negotiated interest adjustments and deferment plans, bolstering customer retention.

Education

Valley View High School

High school diploma Moreno Valley, CA June 2002 Studio Academy of Beauty

Esthetics License, Esthetician Chandler, AZ Jun 2021 Skills

Salesforce CRM, Customer Relationship Management (CRM), Pipeline Management, Loan Servicing and Compliance, Sales and Presentation Skills, Client Needs Analysis, Cross-Functional Collaboration, Account Reconciliation and Management, Project Coordination, Customer Retention and Satisfaction, Problem Solving and Decision Making, Process Improvement, Regulatory Compliance, Documentation and Record-Keeping, Microsoft Office Suite (Excel, Word, PowerPoint)

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