Loan Servicing & Collections Specialist

Raelene Cardenas

Colton, CA · 909-***-**** · ********@***.***

Professional Summary

Results-driven loan servicing and collections specialist with 10+ years’ experience supporting high- volume member portfolios across mortgage, auto, consumer, and credit lines. Expert in payment adjustments, delinquency resolution, hardship program qualification, and accurate account maintenance within strict credit union, state, and federal compliance. Known for balancing firm recovery strategies with empathetic, member-first communication to protect relationships while reducing risk. Strong multi-system navigation, documentation accuracy, and performance metrics execution.

Core Competencies

Professional Experience

Loan Adjustments & Payment Recalculations

Delinquency Resolution & Loss Mitigation

Hardship Program Qualification

Member Account Servicing & Education

FDCPA, Credit Union Compliance, TCPA

Skip Tracing & Account Research

Payment Plan Structuring & PTP Conversion

Multi-System Navigation & Documentation Accuracy

Escalation Handling & Complex Case Resolution

Cross-Functional Collaboration (Underwriting, Servicing, Collections) National Account Support Specialist – Tricon Residential Sep 2024 – Present

Accounts Receivable Specialist – Accurate Termite

Jun 2023 – Sep 2024

Loan Processing Assistant / Mortgage Collection Specialist – Freedom Mortgage

Mar 2017 – Aug 2024

Manage high-volume member/tenant accounts requiring payment adjustments, balance corrections, and escalated servicing support.

Research discrepancies, recalculate amortization impacts, and update accounts with 100% accuracy across multiple systems.

Resolve complex billing, payment, and credit issues while maintaining compliance with internal policies and state regulations.

Deliver empathetic, solutions-focused communication to members while protecting organizational risk exposure.

Collaborate with accounting, collections, and legal teams to resolve escalated account irregularities.

Performed payment adjustments, account reconciliations, and balance corrections for residential and commercial accounts.

Reduced delinquency by negotiating payment plans and educating customers on account obligations.

Maintained precise documentation supporting audits, disputes, and compliance reviews. Managed delinquent mortgage accounts, processed payment adjustments, and supported loss- mitigation workflows.

Qualified borrowers for hardship programs, forbearance, and repayment plans while ensuring full regulatory compliance.

Patient Account Representative – Conifer Health Solutions Dec 2015 – Mar 2017

Accounts Receivable / Billing Specialist – American Technologies Sep 2011 – May 2014

Education

Chaffey College – Coursework Completed

High School Diploma

Technical Skills

Conducted detailed account research, corrected misapplied payments, and updated escrow/interest calculations.

Consistently exceeded PTP conversion and recovery targets through firm yet empathetic borrower communication.

Resolved complex account discrepancies, processed adjustments, and educated patients on financial responsibilities.

Maintained strict compliance with HIPAA and internal audit standards. Performed account adjustments, reconciliations, and payment corrections for high-volume commercial accounts.

Supported collections workflows and reduced outstanding balances through structured payment arrangements.

Timberline / Sage ERP (Intermediate)

CRM Systems (Intermediate)

Excel (Intermediate)

EDI Order Importing & Customer Setup

Additional Skills

High-Risk & Delinquent Account Recovery

Settlement Negotiation & Hardship Support

Performance Metrics Analysis

De-escalation & Member Education

Cross-Functional Collaboration & Documentation Precision

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