Danimel Martinez
Jacksonville,FL
Summary
Forward-thinking Operations Specialist bringing 14 years of expertise in Mortgage and Banking Servicing leveraging financial research and data analysis to optimize operations. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proven ability to ensure regulatory compliance and resolve complex issues. Account management and industry-specific software expertise. Analytical skill for translating data insights that optimize operations and mitigate risk.
Overview
16
16
years of professional experience
Work History
Lead Quality Analyst
EVERBANK
07.2012 - Current
- Directing daily departmental operations by analyzing workflow and establishing daily and weekly priorities
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Oversee and provide support to a team of five quality analysts
- Participate in management meetings related to departmental goals and performance
- Conduct daily audit reviews of closed files to ensure compliance with policies and procedures
- Perform monthly call quality monitoring reviews to ensure adherence to guidelines and provide recommendations and scoring to enhance service quality
- Generate monthly call monitoring KPI audit reports to communicate performance metrics and recommendations to management
- Conduct biweekly meetings with associates and management to ensure timely completion of outstanding defect items
- Collaborate with management on weekly reviews to mitigate strategies to address UDAAP and emerging issues.
Senior Quality Analyst
EVERBANK
03.2018 - 11.2023
- Reviewed and edited written responses related to mortgage and banking complaints, ensuring professionalism, accuracy, and compliance with regulatory guidelines
- Coordinated final resolutions with legal and compliance teams
- Provided feedback and coaching to coordinators on written responses
- Assisted with special projects and process improvement initiatives
- Participated in quality control and training sessions related to banking guidelines and regulations.
Client Response Coordinator/CSRIV
EVERBANK
10.2015 - 03.2018
- Researched and addressed complaints received from regulatory agencies, including CFPB, OCC, BBB, and various state agencies
- Responded to written and verbal complaints directed to the President and company executives
- Collaborated with various departments to resolve client’s allegations and ensure compliance with company procedures
- Coordinated meetings with Legal and/or Compliance teams
- Conducted comprehensive account reviews and promptly escalated any unusual activity or discrepancies within customer accounts and loan servicing files.
Client Response Coordinator/CSRIII
EVERBANK
06.2015 - 10.2015
- Responsible for reviewing, researching and responding to escalated complaints from clients or the attorneys representing the clients.
Client Response Coordinator/CSRII
EVERBANK
07.2012 - 06.2015
- Reviewed, researched, and responded to client’s written disputes regarding their mortgage loans.
CSR III/Executive Response Rep
SELECT PORTFOLIO SERVICING, Inc.
11.2010 - 06.2012
- Responsibilities of a CSRII
- Assisted CSR I, CSR II colleagues with handling customer’s mortgage loans and providing guidance on company policies & procedures
- Addressed escalated customer concerns and complaints, ensuring overall customer satisfaction
- Conducted research on escalated matters related to customer mortgage accounts and followed up with customers
- Specialized in handling high net worth mortgage accounts
- Supported supervisors by participating in team meetings and preparing team reports.
CSR II -Bilingual
SELECT PORTFOLIO SERVICING, Inc.
12.2008 - 11.2010
- Answered customer inquiries and resolved matters related to payments, workout plans, escrow accounts, and loan origination
- Processed and setup payment arrangements
- Oriented and assisted customers with loan modifications and related paperwork
- Analyzed customer financials and recommended optimal strategies to bring accounts up to date.
Education
Bachelor of Science - Administrative Management
University of North Florida
Jacksonville, FLSkills
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
- Data Research and Validation
- Process Improvements
- Issue Identification
- Regulatory Compliance
- Incident Reporting
- Preliminary Conclusions and Recommendations
- Excellent Communication
- Teamwork and Collaboration
Languages
Spanish
Native or Bilingual
Timeline
Senior Quality Analyst
EVERBANK
03.2018 - 11.2023
Client Response Coordinator/CSRIV
EVERBANK
10.2015 - 03.2018
Client Response Coordinator/CSRIII
EVERBANK
06.2015 - 10.2015
Lead Quality Analyst
EVERBANK
07.2012 - Current
Client Response Coordinator/CSRII
EVERBANK
07.2012 - 06.2015
CSR III/Executive Response Rep
SELECT PORTFOLIO SERVICING, Inc.
11.2010 - 06.2012
CSR II -Bilingual
SELECT PORTFOLIO SERVICING, Inc.
12.2008 - 11.2010
Bachelor of Science - Administrative Management
University of North Florida