Customer Experience & Loan Admin Specialist

Lisbeth G. Zepeda

CA 909-***-**** **************@*****.***

PROFESSIONAL EXPERIENCE

*** ******* (Powered by Modernize), Remote

Customer Specialist I January 2024 – Present

•Serve as a central point of contact in a lending marketplace that matches homeowners with financing offers, managing the full application lifecycle from submission through funding for applicants, contractors, and lending partners.

•Guide applicants and contractors through the e-signature process for loan documents, ensuring accurate completion and timely progression to Ready-to-Fund status.

•Collect and submit lender stipulations, such as proof of income and proof of homeownership, liaising directly with lending partners to verify applicant eligibility and keep applications moving toward approval.

•Process contractor change orders, both increases and decreases to approved funding amounts, coordinating with lenders to maintain compliance and pipeline accuracy.

•Verify certificates of completion signed by applicants to confirm project delivery and authorize final funding approval in coordination with lending partners.

•Own the dispute and complaint lifecycle, managing Jira workflows, gathering documentation, and coordinating across lenders, account managers, and contractors to resolve funding discrepancies and work completion issues.

•Handle 40+ daily inbound inquiries with a 95%+ CSAT score, resolving complex financing issues with a focus on first-call resolution and stakeholder education on lender offers and compliance requirements.

FCI Lender Services Inc., Anaheim, CA

Written Correspondence Specialist 2017 – 2023

•Streamlined routing of high-volume inbound/outbound email correspondence across departments, ensuring 100% accuracy and timely processing.

•Processed confidential and legal documents including loan modifications, extensions, hardship requests, quit claim deeds, and payoff amounts.

•Negotiated loan modifications between investors and borrowers, facilitating late fee waivers and achieving mutually acceptable outcomes within compliance guidelines.

Bilingual Loan Servicing Representative Aug 2017 – Oct 2017

•Delivered bilingual call center support for 60+ daily borrower inquiries on payments, escrow, and account status; processed check-by-phone payments and resolved payment discrepancies.

•Ensured full compliance with FDCPA, CFPB, and state regulations; coordinated Verification of Mortgages (VOMs) for third-party reporting accuracy.

TECHNICAL SKILLS

Salesforce Zendesk Jira Five9 RingCentral MS Office (Excel, Outlook) Slack Zoom

EDUCATION

High School Diploma, Rubidoux High School

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