Risk Management Customer Service
Resume:
Ali Contreras
Yuma, AZ *****
***********@***.***
Professional Summary
Accomplished Senior Servicing QC Auditor with 13 years of experience in mortgage servicing, risk management, quality control, and customer service. Proven track record of developing and implementing effective risk management strategies, conducting comprehensive audits, and providing training programs for employees. Skilled in analyzing data trends, identifying process inefficiencies, and implementing solutions to improve overall efficiency. Proficient in Microsoft Office and Yardi. Strong understanding of industry regulations, including FDCPA, CFPB, RESPA, FCRA, HUD, USDA,FNMA, FHLMC, VA.
Work Experience
Senior Servicing QC Auditor
Servbank ( separated after acquired from TMS)-Phoenix, AZ April 2023 to Present
• Conducted comprehensive risk assessments to identify potential threats and vulnerabilities within the organization
• Developed and implemented risk management strategies to mitigate identified risks and ensure compliance with industry regulations
• Created detailed reports outlining key findings, recommendations, and action plans for senior management
• Evaluated the effectiveness of existing risk management policies, procedures, and controls through regular audits
• Collaborated with internal audit teams during external audits to provide necessary documentation related to risk management practices
• Developed training programs for employees across departments on best practices for identifying, assessing, and managing risks
• Conducted root cause analysis of incidents to identify underlying issues and recommend corrective actions
• Collaborated with compliance teams in ensuring adherence to relevant laws/regulations related to risk management activities
• Reviewed internal policies/procedures periodically for alignment with changing business environment/ industry regulations
• Prepared clear and concise audit reports summarizing findings, recommendations, and action plans
• Reviewed company policies and procedures to ensure compliance with regulatory requirements Sr Servicing Quality Control Auditor
The Money Source-Phoenix, AZ
July 2020 to May 2023
• Conducted comprehensive risk assessments to identify potential threats and vulnerabilities within the organization
• Developed and implemented risk management strategies to mitigate identified risks and ensure compliance with industry regulations
• Collaborated with cross-functional teams to develop and enhance risk models, methodologies, and frameworks
• Created detailed reports outlining key findings, recommendations, and action plans for senior management
• Evaluated the effectiveness of existing risk management policies, procedures, and controls through regular audits
• Collaborated with internal audit teams during external audits to provide necessary documentation related to risk management practices
• Developed training programs for employees across departments on best practices for identifying, assessing, and managing risks
• Conducted root cause analysis of incidents to identify underlying issues and recommend corrective actions
• Provided regular updates to senior management regarding the status of identified risks, mitigation efforts, and overall risk profile
• Collaborated with compliance teams in ensuring adherence to relevant laws/regulations related to risk management activities
• Reviewed internal policies/procedures periodically for alignment with changing business environment/ industry regulations
Foreclosure Mediation Coordinator
The Money Source-Phoenix, AZ
October 2018 to July 2020
• Collaborated with attorneys to prepare and file necessary legal documents for foreclosure proceedings
• Collaborated with loss mitigation specialists to explore alternatives to foreclosure such as loan modifications or short sales when appropriate
• Attended court hearings as required in order to represent the company's interests in contested foreclosures
• Evaluated borrower eligibility for various loss mitigation programs based on income levels, debt-to- income ratios, and other relevant factors
• Assisted borrowers in completing necessary paperwork for loan modification applications and ensured timely submission
• Communicated regularly with borrowers throughout the loan modification process, providing updates on application status
• Liaised with internal departments (e.g., underwriting, legal) to gather required documentation and resolve any issues or discrepancies
• Collaborated with loss mitigation specialists and underwriters to determine appropriate loan modification terms based on borrower's financial situation
• Maintained accurate records of all communication, documentation, and financial transactions related to each loan modification case
• Provided guidance and support to borrowers throughout the foreclosure prevention process, explaining options, answering questions, and addressing concerns
• Ensured compliance with investor guidelines for foreclosure proceedings Loss Mitigation Specialist Supervisor
The Money Source-Phoenix, AZ
October 2017 to October 2018
• Managed a team of 8-10 call center agents, providing guidance and support to ensure high-quality customer service
• Developed and delivered comprehensive training programs for new hires
• Monitored call center metrics including average handle time, first-call resolution rate, and customer wait times to identify areas for improvement
• Analyzed call recordings and provided feedback to agents to improve their communication skills and adherence to company policies
• Created performance goals for individual team members based on key performance indicators (KPIs) such as call quality, productivity, and customer satisfaction
• Conducted regular performance evaluations with team members, providing constructive feedback and identifying opportunities for growth
• Implemented a rewards program to recognize top-performing agents, boosting morale and motivation within the team
• Developed strategies to effectively handle escalated calls or difficult customers, ensuring prompt resolution while maintaining positive relationships
• Identified process inefficiencies within the call center operations and implemented solutions that resulted increase overall efficiency
• Led weekly team meetings to communicate updates on company policies/procedures changes or upcoming campaigns/initiatives
• Maintained up-to-date knowledge of industry trends related to customer service best practices and technology advancements within the contact center space
• Collaborated with cross-functional teams on projects aimed at improving overall customer experience across multiple channels (phone/email/chat)
• Assisted with hiring processes by conducting interviews/screenings of potential candidates for open positions within the call center department
• Provided ongoing coaching and mentoring to team members, identifying areas for improvement and providing resources/training as needed
• Developed and maintained call center performance reports, analyzing data trends to identify opportunities for process improvements
• Worked closely with the workforce management team to forecast call volumes and adjust staffing accordingly
• Resolved customer complaints or issues escalated from agents in a timely manner while maintaining professionalism and empathy
• Mentored new supervisors on effective leadership techniques, providing guidance on managing teams within a fast-paced call center environment
Claims Specialist
The Money Source-Phoenix, AZ
June 2017 to October 2017
(Temp Project)
• Reviewed existing documentation for consistency, clarity, and adherence to industry standards
• Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality standards
• Developed templates and style guides to standardize documentation processes across the organization
• Conducted regular audits of existing documentation to identify areas for improvement and update outdated content
• Reviewed policy terms and conditions to ensure accurate interpretation and application during the claims process
• Trained new team members on company-specific processes/procedures related to project management
• Managed multiple concurrent projects while prioritizing tasks based on urgency/importance SPOC
The Money Source-Phoenix, AZ
October 2016 to October 2017
• Quality scores above 90%, CPA average 156.
• Exceeded company goal each month since hire date.
• Responsible for default training for loss mitigation group on how to handle inbound calls for loans greater than 90 days delinquent.
• Review initial modification/liquidation application and work with borrower to gather documents
• Submit files to assigned Underwriter
• Satisfy all conditions when received
• Managed a portfolio of 90+ accounts, ensuring timely collection of outstanding payments
• Developed and implemented effective collection strategies to reduce delinquency rates
• Negotiated payment arrangements with customers to resolve overdue balances and prevent further escalation
• Collaborated with cross-functional teams including sales, customer service, and legal departments to address customer disputes and resolve billing discrepancies
• Analyzed aging reports regularly to identify high-risk accounts and take proactive measures for collections
• Maintained accurate records of all collection activities, correspondence, and payment arrangements in the CRM system
• Provided regular updates on account statuses to management through detailed reports and presentations
• Trained new team members on collection processes, tools, and best practices for efficient operations
• Participated in monthly meetings with finance department to review key performance indicators (KPIs) such as DSO (Days Sales Outstanding) metrics
• Identified process inefficiencies within the collections department and implemented improvements resulting of increase in productivity
• Implemented skip-tracing techniques to locate hard-to-reach customers
• Conducted regular training sessions on negotiation skills for the collection team, leading to improved recovery rates
Job Coach Ditech Financial (Formally Green Tree Servicing) Ditech
2016 to October 2016
• Partnered with corporate Learning and Development and servicing department heads to create and administer needs-based training content for the core servicing operation
• Monitored post training team member progress by tracking activity, quality, and performance
• Assisted the business operations in determining and resolving knowledge gaps, and performance deficiencies (Process of resolving these issues must align with and be approved by Line of Business and L&D)
• Submitted reports quantifying results of each training to Learning & Development and Line of Business Management
• Prepared and delivered testing and graduation programs for all newly onboarded team members
• Liaise between other business units to identify changes that will have an impact on core servicing operations and adjust training material
• Maintained professional industry knowledge by reviewing professional publications and published guidelines
• Reported all department development activity to the department leadership on a daily/weekly/monthly basis
SPOC Manager
GreenTree/ Ditech
2014 to 2016
• Managed a collections team including hiring, motivating, training, performance management and monitoring collectors to achieve monthly collection goals; thorough knowledge of the Company's Standard Operating Procedures, finance programs, loss mitigation options, as well as state and federal legal requirements (FDCPA & CFPB) with regard to collections procedures, bankruptcies, foreclosures, and repossessions.
• Ensured department complied; Kept track of current requirements and changing legislation
• Reviewed and managed all accounts at the beginning of each collection cycle with team of collectors and ensure productivity standards are met
• Consistent disciplined approach to follow up that targets task completion and goal achievement
• Monitored all bankruptcies, legal costs, and potential repossessions
• Meet or exceeded the delinquency objectives & default objectives
• Monitored productivity and aid collectors when needed
• Exceeded 30-day goal 11 out of 12 months and 60-day goal 11 out of 12 months in 2014 Ranked Superior on Annual review.
• Exceeded 30-day goal 9 out of 12 months and 60-day goal 10 out of 12 months in 2014 Ranked Exceed on Annual review.
SPOC
Ditech Financial LLC
October 2011 to 2014
• Managed individual accounts at the 30-day, 60-day 90-day level, using technologically advanced, user- friendly computer systems.
• Negotiate payment arrangements with the goal of keeping our borrowers in their homes and foreclosures and repossessions to a minimum.
• Keep lines of communication open after payment is received to allow for early intervention and preempt future delinquency.
• Utilized all available skip tracing tools to locate our borrowers whose current contact information is inaccurate.
• Achieved production standards set each month to obtain bonus reward by working accounts thoroughly and properly according to state and federal guidelines.
• Exceeded 30-day goal 12 out of 12 months and 60-day goal 11 out of 12 months in 2012-2014 Ranked Superior on all Annual reviews
Education
High school diploma
Skills
• Affirmative action planning
• Auditing
• Performance Management
• Analysis Skills
• Collaboration
• Customer support
• Microsoft Office
• Risk management
• MSP (10+ years)
• Quality Control
• Internal Audits
• Yardi
• Mortgage Servicing
• Audit areas: Mortgage Servicing (5 years)
• Excel
• Fair Housing Regulations
• Flexibility and Adaptability:
• CFPB
• Process Improvement
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