Deyanira Perez-Zamora

Liaises between the customer and Loss Mitigation. Utilizes strong phone and customer service skills along with general understanding of Loss Mitigation to communicate with customer.

Fully understand all GSE, HUD/VA/USDA guidelines for retention and disposition options.

Manages a portfolio size of 150 loans + by meeting all investor and company guidelines.

Responsible for reviewing and collecting missing documents on incomplete workout packages within strict timelines.

Works directly with delinquent borrowers to resolve past due delinquency; negotiates reasonable payment arrangements and/or extended repayment plans; collects on past due loans.

Discusses appropriate foreclosure alternative by providing detailed requirements for package submissions and timeframe of the review process.

Negotiate reasonable payment arrangements and or extended repayment plans with delinquent borrowers, in accordance with department policies and procedures.

● Suggest alternatives to borrowers who show an inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.

● Contact borrowers that are 2 to 120+ days delinquent, utilizing an automated dialing system for both inbound and outbound calls.

Answer questions regarding escrow accounts, payment inquiries, updating borrowers contact information and other loan related questions.

● Contact borrowers that are 2 to 120+ days delinquent, utilizing an automated dialing system for both inbound and outbound calls.

● Explain detailed mortgage loan information to borrowers, evaluate and determine the borrower’s ability to pay, and collect appropriate financial information.

● Answered questions about lawsuits, explained benefits and requirements for compensation.

● Resolved customer issues with one call resolution

● Answered an average of 90+ calls per day.

● Analyzed customer’s accounts and managed documentation as well as solved discrepancies and formulated refunds.

● Handle customer inquiries concerning services, products, billing, equipment, and payment arrangement requests.