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.
