Delayney Matias
Maricopa,AZ
Summary
Professional with strong foundation in verification processes, ensuring accuracy and compliance. Skilled in data analysis, problem-solving, and quality assurance. Reliable team collaborator, adaptable to changing needs, and focused on achieving results. Prepared to bring precision, integrity, and effective communication to role
Overview
11
11
years of professional experience
Work History
Verification Specialist
OneMain Financial
06.2024 - Current
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
- Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
- Maintained a high level of professionalism when interacting with external parties during the verification process.
- Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times.
- Enhanced data accuracy by meticulously reviewing and verifying information from various sources.
- Took on additional tasks as needed for the team while still maintaining productivity and staying eligible for incentive.
QUALITY ASSURANCE ANALYST
CENLAR
09.2020 - 03.2024
- Listen and evaluate inbound/outbound calls for Mortgage Collections call center
- Identify errors that the Mortgage Servicing Professionals had on their calls to mitigate risk to the business.
- Staying up to date with policies and procedures to ensure the agents are applying all new procedures into their call flow
- Send out Compliance Findings, Service Recoveries, and Coaching opportunities to management
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Developed reports and materials related to quality goals, progress and challenges.
- Procedure writing and target monitoring.
- Speech analytics to obtain data for new company software.
DEFAULT SERVICING TEAM LEAD
CENLAR
02.2020 - 09.2020
- Ensure all tasks, emails, correspondence and research functions are handled in a timely manner
- Train and assist staff to handle work volume
- Motivate employees to reach department goals.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Educated staff on organizational mission and goals to help employees achieve success.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
MORTGAGE SERVICING PROFESSIONAL
CENLAR
09.2017 - 02.2020
- Reduced delinquency rates by proactively identifying at-risk borrowers and implementing tailored loss mitigation strategies.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Optimized borrower retention rates through effective negotiation of alternative payment arrangements for struggling homeowners.
- Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
- Assisted in the development and implementation of new training programs for incoming Mortgage Servicing Specialists, fostering a culture of continuous learning and improvement.
BILINGUAL LOAN COUNSELOR
NATIONSTAR MORTGAGE
01.2015 - 01.2017
- Reduced default rates by implementing thorough risk assessments and recommending appropriate loan terms.
- Streamlined the application process for efficient customer service and quicker response times.
- Collaborated with underwriters to expedite loan approvals, ensuring timely funding for borrowers.
- Assisted clients in navigating complex loan modification processes, ultimately achieving more favorable repayment terms.
- Managed a diverse portfolio of loans, consistently meeting or exceeding performance targets and goals.
Education
BBA - Business Analytics
Central Arizona College
Maricopa, AZHigh School Diploma -
Maricopa High School
Maricopa, AZ05-2014
Skills
- Sharp Attention to Detail
- Problem Solving
- Strong Leadership & Training skills
- Data Analysis
- Critical thinking abilities
- Excellent Written and Verbal communication in English and Spanish
- Proficient in all Microsoft products
- Document verification
- Identity verification
- Data entry and review
- Policy interpretation
- Fraud detection
- Customer service
- Communication and interpersonal skills
- Analytical thinking
- Document management
- Financial counseling
Timeline
Verification Specialist
OneMain Financial
06.2024 - Current
QUALITY ASSURANCE ANALYST
CENLAR
09.2020 - 03.2024
DEFAULT SERVICING TEAM LEAD
CENLAR
02.2020 - 09.2020
MORTGAGE SERVICING PROFESSIONAL
CENLAR
09.2017 - 02.2020
BILINGUAL LOAN COUNSELOR
NATIONSTAR MORTGAGE
01.2015 - 01.2017
BBA - Business Analytics
Central Arizona College
High School Diploma -
Maricopa High School
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