Overview
Work History
Education
Skills
Timeline
Certification
Summary
Generic

Delmy Robles

Katy,TX

Overview

13
13
years of professional experience
1
1
Certificate

Work History

Specialized Escalations Specialist

Ocwen/PHH
08.2016 - 03.2025
  • Analyze and resolve escalated mortgage-related issues, ensuring compliance with CFPB, state, and federal regulations.
  • Review customer disputes, allegations, and inquiries, drafting comprehensive responses for regulatory bodies such as the CFPB, Attorney General, and Congressional Offices.
  • Conduct in-depth research on loan files, payment histories, and account activities to assess and resolve customer concerns.
  • Collaborate with internal departments to identify root causes, recommend process improvements, and mitigate future risks.
  • Monitor trends in customer complaints and escalations to provide actionable insights to management for service enhancement.
  • Support audits and investigations by preparing detailed documentation and ensuring adherence to regulatory guidelines.
  • Assist in risk assessments by identifying potential compliance gaps and proposing corrective actions.
  • Communicate effectively with customers, providing timely and professional responses to maintain satisfaction and trust.
  • Develop and implement escalation procedures to streamline the resolution process and minimize operational impact.
  • Managed high-risk accounts with elevated fraud activity, ensuring prompt investigation and resolution.

Branch Manager NMLS

Ocwen Financial Company
11.2017 - 01.2018

Home Retention Specialist

Ocwen
08.2015 - 08.2016
  • Manage large pipeline by evaluating and providing best Foreclosure alternatives
  • Processed loan modification and monitored progress from start to finish
  • Analyzed potential risks and evaluate suitable options for foreclosure prevention
  • Negotiated Shortsales with Realtor and Law firms
  • Assessed loan portfolios for compliance with underwriting policies
  • Review financial statements, tax documents to evaluate customer Creditworthiness and provided assessment to underwriter
  • Evaluated loan modification requests and documents to verify accuracy and completeness
  • Established repayment plans and reinstatements.

Customer Service Representative

Ocwen Loan Servicing
12.2011 - 07.2015
  • Provided accurate and appropriate information in response to customer inquiries
  • Ensure compliance with all laws and regulations governing mortgage servicing and collections
  • Collect missing documents
  • Continue to assist the customer until the completion of the resolution
  • Provided accurate and appropriate information in response to customer inquiries
  • Part of specialty team to handle high profile investor's account as: Bankruptcy, SCRA, Short Sale, Home equity lines of credit
  • De-escalate 95% of customer complaint calls
  • Escalate issues discussed with borrower, follow up with different departments to ensure issues are resolved
  • Evaluate borrower's hardship to prevent foreclosure by discussing different resolution options
  • Ensure compliance with all laws and regulations governing mortgage servicing, collections and call centers
  • Provide Escrow breakdown and explanation in layman's terms
  • Update financial data verbally to process in house resolutions as Deed in Lieu, short sale, modifications, and settlements.

Education

Associate of Arts -

Riverside State Community College

West Virginia University
01.2023

Google AI Essentials

Coursera
04-2025

Skills

  • Strong knowledge of federal mortgage laws: RESPA, Regulation X, Regulation Z, TILA, HBOR, UDAAP, and BSA/AML, Bankruptcy
  • Expertise in MSP and BITB servicing platforms
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) with excellent Data entry skills
  • Bilingual in Spanish: Read, write, and speak fluently
  • Ability to adapt to dynamic environments, with experience in long-term international travel as required

Timeline

Branch Manager NMLS

Ocwen Financial Company
11.2017 - 01.2018

Specialized Escalations Specialist

Ocwen/PHH
08.2016 - 03.2025

Home Retention Specialist

Ocwen
08.2015 - 08.2016

Customer Service Representative

Ocwen Loan Servicing
12.2011 - 07.2015

Associate of Arts -

Riverside State Community College

West Virginia University

Google AI Essentials

Coursera

Certification

Mortgage Loan Originator License:

  • Alabama
  • Arkansas
  • Georgia
  • Illinois
  • Louisiana
  • Ohio
  • South Dakota
  • Virginia
  • Wisconsin

Summary

Experienced in handling escalated mortgage issues with expertise in federal and state regulations. Skilled at providing timely resolutions, mitigating risks, and supporting compliance efforts to maintain regulatory standards. Strong bilingual communication abilities, cross-functional collaboration skills, and knowledge of mortgage servicing practices and specialized loans.

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Delmy Robles