Customer Care Loss Mitigation

TANIA REYES

****************@*****.*** 602-***-****

PROFESSIONAL SUMMARY

A highly self-motivated leader, with over 11 years of experience in various aspects of relationship building. Together with Mortgage Banking experience including but not limited to Collections, Loss Mitigation, Underwriting, Foreclosure, and Bankruptcy. With high customer care quality and relationship developing both internally and externally with business partners, and peers.

SKILLS

Bilingual

Team Leadership Skills

Analytical

Goal Driven

Client Relationship Building

Research/Translations of Documents

WORK HISTORY

Adecco Work From Home, AZ 12/2020- Current

Customer Relationship Manager

I Worked directly with delinquent borrowers to resolve past due delinquency; negotiate payment arrangements and/or extended repayment plan.

Discuss appropriate foreclosure alternatives regarding solutions.

Provide a single point of contact with customers to assist with the mortgage assistance process.

Managed pipelines identify appropriate action/resources for customer situations.

Customer Relations (Commercial Banking)

First point of contact for inquiries received from high revenue clients. Request consist of treasury, cash management, card and or depository products.

Conduct research and respond to client account activity

Utilize various bank system to verify check activity, account balances, transaction overview, breakdown statements

Provide trace numbers, routing and account verification

Specialized Loan Servicing Tempe, AZ 12/2017 – 07/06/2020

Loan Counselor Assured Il

Part of the Assured Strat team that administers certain investors and works mainly within the home equity line of credit accounts. Build Relationship with customer to assist with financial ability.

Organize and prioritize portfolios assigned based on various factors

Assist team members as a second talk-off coach

Involved in leading projects

JPMorgan Chase

Relationship Coordinator Phoenix, AZ 07/2013 - 09/2017

Serve as the primary contact for customers during the loss mitigation process. Responsible for explaining Chase and investor-specific documentation requirements to the customer.

Work with team members closing to meet deadlines and expectations

Managed pipelines, perform in-depth research; identify appropriate action/resource for providing information

Review mortgage and other supporting documentation to ensure accuracy and package completion

Mortgage Banker Customer Assistance Specialist 1/ ll

Loss Mitigation specialist working with Hardest Hit Fund (HFF) AND NACA designations and hope portfolio. Month to Month Special projects with non-profits/management. Work with following investors FHA, USDA, VA, FNMA, FHLMC, Private and Asset.

Consistent high-quality scores in customer relationship

Guidance for team support with workload

Performed standard of excellence and remain successful in deadlines

Wells Fargo Bank

Home Equity Collection Agent I/ ll Bilingual Phoenix, AZ 04/2010 - 06/2013

Part of a specialized leadership team handles 120 days delinquent until foreclosure

Assist with translations for many departments within the home equity group, Charge-off, Bankruptcy, Home preservation

Evaluate hardship and refer to home equity solutions departments

EDUCATION

University of Phoenix Phoenix, AZ 02/2020

BBA: Business Management

Program Associate of Applied Science: Business Administration

Tolleson High School Tolleson, AZ Class 2007

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