Carmen West
Dallas
Summary
Client support and operations specialist with a strong background in payment processing, compliance oversight, and transaction coordination within regulated environments. Experienced in managing escalations, resolving complex discrepancies, and collaborating across departments to ensure service excellence and operational integrity.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist/Patient Scheduling Coordinator
Acquire Intelligence
Irving, TX
11.2025 - Current
- Managed high-volume client scheduling and calendar coordination across multiple multiple locations, ensuring accurate time zone alignment and operational efficiency.
- Served as primary point of contact for clients, resolving scheduling conflicts, handling escalations, and delivering professional, solution-focused customer support.
- Tracked performance metrics related to appointment completion, client satisfaction, and turnaround times to support operational improvements.
Sr. Associate, Funds Management
CoreLogic
Irving, TX
01.2023 - 04.2025
- Operations and funds management professional with extensive experience supporting high-volume lockbox environments. Skilled in overseeing accurate and timely processing of checks, electronic funds transfers, and payment reconciliations. Proven ability to manage large-scale mail distributions, coordinate check reissuance, and resolve discrepancies while ensuring financial accuracy and regulatory compliance.
- Provided operational support within a high-volume lockbox environment, ensuring accurate and timely processing of checks and electronic funds transfers in alignment with service-level agreements (SLAs) and compliance standards.
- Oversaw daily payment processing and account reconciliations, ensuring accurate posting to client accounts while proactively identifying and resolving discrepancies to maintain financial accuracy.
- Coordinated large-scale client mailouts, including payments and statements, ensuring accurate sorting, batching, and timely distribution in alignment with established deadlines.
- Directed check voids, reissuance processing, and returned mail operations, collaborating with accounting and client service teams to resolve aged items and discrepancies while maintaining financial record integrity and compliance standards.
- Served as a key point of contact for internal clients, resolving escalated payment discrepancies and processing delays while ensuring timely, high-quality service.
- Partnered with senior-level stakeholders in the B2B payments environment to address operational challenges, facilitate critical discussions, and support high-value client relationships.
- Implemented and upheld risk control measures throughout the payment and funds processing lifecycle, proactively identifying discrepancies and reducing operational risk associated with high-value transactions.
- Partnered with compliance teams to ensure adherence to regulatory requirements, including Reg AB, SSAE, GLBA, SOX, and CFPB standards, maintaining operational integrity within fintech and payment processing environments.
Sr. Associate, Non-Escrow Conversion
CoreLogic
Irving, TX
01.2020 - 01.2022
- Managed non-escrow loan conversions, ensuring seamless transitions and compliance with regulatory guidelines. Provided data validation, process optimization, and cross-functional coordination to maintain accuracy and efficiency. Ensured exceptional customer service, addressing borrower inquiries, and implementing solutions to enhance operational performance.
- Loan Conversion Oversight: Successfully managed the transition of loans from escrowed to non-escrowed status, ensuring compliance with all regulatory and operational guidelines.
- Data Validation & Accuracy: Conducted detailed audits of loan accounts to verify payment histories, tax, and insurance information before initiating non-escrow conversions.
- Customer Communication: Collaborated with borrowers to explain non-escrow conversion processes, addressing inquiries and ensuring smooth transitions.
- Process Optimization: Streamlined non-escrow loan conversion workflows, reducing processing time and minimizing errors through improved procedures and automation.
- Interdepartmental Coordination: Partnered with tax, insurance, and servicing teams to ensure seamless updates of loan records during the conversion process.
- Compliance & Risk Management: Monitored loan conversions to ensure adherence to investor guidelines and regulatory requirements, mitigating potential compliance risks.
- System Updates & Maintenance: Updated loan servicing systems to reflect non-escrow status, ensuring accurate billing and account management.
- Quality Control: Performed post-conversion quality checks to confirm the accuracy of payment schedules and borrower account details.
- Performance Metrics: Tracked and analyzed non-escrow conversion metrics, identifying trends and implementing process improvements to enhance efficiency.
- Customer-Centric Approach: Delivered exceptional service to borrowers throughout the conversion process, maintaining high satisfaction and retention rates.
Associate, Escrow Processing
CoreLogic
Irving, TX
01.2015 - 01.2020
- Managed the end-to-end processing of multi-million-dollar escrow tax payments, ensuring timely submission to taxing authorities and compliance with ISO-9001 standards. Demonstrated expertise in verifying payment information, resolving discrepancies, and collaborating with internal teams and tax agencies to ensure accurate fund placement and financial records. Provided client support by addressing payment concerns and optimizing processes to ensure seamless operations and adherence to regulatory requirements.
- Escrow Tax Reporting & Compliance: Processed multi-million-dollar escrow tax payments with 100% accuracy, ensuring timely reporting to taxing authorities while adhering to ISO-9001 standards. Conducted meticulous verification of payee information, amounts, and signatures to prevent discrepancies.
- Automated Payment Processing: Managed the distribution of automated payment files to agencies via email, guaranteeing prompt and accurate escrow payment processing. Ensured precise data entry into internal systems to maintain reliable financial records.
- Client Issue Resolution: Effectively resolved internal and external customer inquiries related to escrow payments through email and telephone, fostering strong client relationships and ensuring timely resolution of issues.
- High-Volume Payment Coordination: Oversaw daily processing and document correlation for over 100 tax pay and direct pay customers, ensuring homeowner account updates were accurate and timely.
- Document Accuracy & Legal Compliance: Verified parcel and legal descriptions before reporting tax amounts to ensure documentation compliance with legal standards. Uploaded payment files to tax collectors, enabling accurate payment posting for homeowners.
Administrative Legal Assistant
Ursus Holdings LLC
Arlington, TX
10.2012 - 05.2015
- Collaborated with attorneys, lenders, and clients to draft and amend contracts, supporting smooth negotiations and timely agreement finalization.
- Managed end-to-end transaction documentation, identifying discrepancies and resolving issues to prevent delays in court filings.
- Provided comprehensive administrative and operational support to attorneys, overseeing document preparation, client communications, calendar management, and transaction coordination in a fast-paced legal environment.
Education
Six Sigma Lean Training -
CoreLogic
Irving, TX01-2024
Certification - Medical Assisting
Texas School of Business
Houston, TXHigh School Diploma - undefined
Western Hills High School
Ft. Worth, TX12-1996
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Data entry
- Call center experience
- Conflict resolution
- Appointment scheduling
- Empathy and patience
- CRM software
- Verbal and written communication
Timeline
Customer Support Specialist/Patient Scheduling Coordinator
Acquire Intelligence
11.2025 - Current
Sr. Associate, Funds Management
CoreLogic
01.2023 - 04.2025
Sr. Associate, Non-Escrow Conversion
CoreLogic
01.2020 - 01.2022
Associate, Escrow Processing
CoreLogic
01.2015 - 01.2020
Administrative Legal Assistant
Ursus Holdings LLC
10.2012 - 05.2015
High School Diploma - undefined
Western Hills High School
Six Sigma Lean Training -
CoreLogic
Certification - Medical Assisting
Texas School of Business