Ciara Francois

Results-driven Loss Mitigation and Mortgage Operations Specialist with over 10 years of experience in mortgage processing, borrower advocacy, and regulatory-compliant documentation. Highly skilled in analyzing borrower financials, resolving complex account issues, and delivering clear, empathetic communication. Known for strong critical thinking, attention to detail, and consistently improving account quality and customer outcomes.

Loss Mitigation Specialist - NewRez - Coppell, TX

(2025-03)

• Analyze borrower financial situations to determine appropriate loss mitigation solutions, including reinstatement and modification options.
• Communicate clearly with borrowers regarding mortgage relief programs, eligibility requirements, and documentation needs.
• Collaborate cross-functionally with underwriting, servicing, and internal review teams to ensure accurate and timely case resolution.
• Maintain compliance with investor, state, and federal regulations while improving account quality and borrower outcomes.

IT Support Specialist - Liberty Tax Service

(2022-01 - 2025-03)

• Served as subject matter expert resolving escalated technical issues across multiple systems and platforms.
• Provided Tier 1 desk-side and remote IT support to internal users, ensuring minimal downtime.
• Documented support interactions and created detailed help desk tickets for tracking and future reference.
• Researched root causes and implemented effective resolution strategies for recurring issues.
• Identified cross-selling opportunities and communicated potential revenue impacts to leadership.

Mortgage Processor - Caliber Home Loans

(2019-07 - 2020-01)

• Prepared loan files for final clear-to-close approval by branch management.
• Reviewed borrower financial statements and verified documentation with institutions and clients.
• Partnered with Loan Officers to deliver accurate, timely service throughout the mortgage lifecycle.
• Ensured compliance with mortgage regulations, investor guidelines, and internal policies.
• Managed underwriting conditions and completed loan submission packages within deadlines.

Mortgage Processor - Bank of America

(2012-09 - 2019-06)

• Processed high-volume mortgage files from application through closing.
• Reviewed financial documentation and resolved underwriting conditions.
• Worked directly with customers via phone and in person to explain loan requirements and resolve issues.
• Maintained strict confidentiality and compliance with regulatory guidelines.

Bilingual Customer Service Representative - Nissan Motor Corporation

(2010-05 - 2012-07)

• Delivered high-quality customer service while meeting call center performance metrics.
• Educated customers on billing, payments, and service policies.
• Maintained accurate customer records and databases.
• Resolved concerns efficiently and escalated complex issues appropriately.

Key Holder / Team Leader - Forever 21

(2007-08 - 2010-03)

• Opened and closed store, handled cash management, and ensured operational compliance.
• Trained and mentored team members to meet sales and operational goals.
• Managed inventory, merchandising, and loss prevention efforts.

Associate of Arts - Richland Community College Richardson, TX

High School Diploma - Kofa High School Yuma, AZ