Daisy Alatorre

Conducted an independent review of mortgage loans within the loss mitigation process. Reviewed and compared initial reviewers' work with available resources, made sure order of presentation was logical and correct data and resources were utilized.

• Followed processes updates and ensured all levels of review were aligned to changes as soon as announcements were made within a fast-paced environment.
• Completed an analytical review on manual procedures, mathematical calculations and research completed by initial reviewers, exceeding weekly target production by 25%.
• Provided feedback to reviewers and their managers, requested updates and corrections as needed on the work submitted by initial reviewers and escalated completed work to final documentation with an error rate of less than 1%.
• Identified and addressed policy gaps, reducing risk incidents, and enhancing overall compliance.
• Effectively communicated conflicting scenarios and presented detailed findings to leadership, facilitating timely decisions, and reducing resolution time.

Researched multiple investors' policies accounting for specific timeframes and tools utilized to perform a loss mitigation review to reach a decision. Validated and applied corrections to data utilized at the time original decision was made.

• Gathered and compared data from multiple sources, resulting in an improvement in data accuracy and decision-making efficiency.
• Created manual review procedures based on research completed with detailed instructions on how to complete mathematical calculations to reach and develop a conclusion.
• Established reports based on manual procedures completed to upload into SharePoint for further review.

Conducted meticulous reviews of mortgage loans within our loss mitigation department to find a retention option for borrowers to avoid foreclosure. Developed strong analytical skills by interpreting and applying current policies, while evaluating documents submitted by borrowers and accessing available data in system of record.

• Partnered with underwriting peers, managers, and different departments such as collections and home preservation specialists to properly handle borrowers' requests on a timely manner.
• Performed deep research on loan history and account status to accurately determine eligibility for retention options.
• Reviewed and analyzed documents in system of record since origination of loan, and when needed, requested additional documentation from borrowers or internal partners to clear out any discrepancy before being able to conclude review.
• Researched investor's guidelines and requested approval directly from investor by presenting Wells Fargo's plan to cure delinquency, made sure system of record was being updated as soon as a request and/or a response was being made/obtained.

Delivered review decision to borrowers and/or their legal representative, ensuring all terms, conditions and deadlines were discussed and understood. In scenarios where no retention option could be approved, helped borrower understand why no retention option was offered and proceed to discuss liquidation options with the goal to avoid foreclosure.

• Obtained Spanish certification to communicate with Spanish speaking borrowers, both orally and in writing, and assist translating documents received in Spanish.
• Managed a pipeline of 90-120 loans, from activation to post-decision status, communicating with borrowers and/ or legal representatives and internal partners to make sure all deadlines were met.
• Requested documents, as stipulated by investor guidelines, to make sure a one touch decision can be reached.
• Collected payments from borrowers already approved for a retention plan, within the stipulated deadline to successfully proceed with approved trial period.
• Ensured Wells Fargo notaries were in contact with borrowers to complete settlement process on time.
• Analyzed multiple reports within the team to confirm and proceed with kept plans, or in broken plans to escalate loans into the removal process.

Assisted customers with general inquires on their checking and/or savings accounts and offered available products and services for customers to achieve their financial goals.

• Properly verified each customer and provided all required disclosures before being able to provide account information and/or process any request.
• Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
• Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
• Assisted customers with international fund remittances to different Latin American countries.
• Collaborated with different departments to successfully handle customer's request and provide a resolution on every call.