Diane Polanco
San Diego,CA
Summary
Experienced Mortgage Servicing Specialist with over 10 years of success in default operations, regulatory compliance, and loan-level auditing. Proven ability to manage high-volume workflows in remote environments, ensuring accuracy and adherence to federal guidelines (HUD, FHA, VA, USDA, CFPB). Skilled in bankruptcy case review, foreclosure timelines, loss mitigation strategies, payoff demand processing, and quality control audits. Strong communication and analytical skills with a track record of cross-functional collaboration between internal teams, third-party vendors, and legal entities. Tech-savvy, adaptable, and seeking a full-time remote position where regulatory knowledge, precision, and problem-solving are critical to success.
Overview
14
14
years of professional experience
Work History
Receptionist
Murphy Frazier Chiropractic
San Diego
09.2024 - Current
- Coordinate patient scheduling and front-desk operations, balancing administrative efficiency with excellent customer care.
- Process insurance claims, invoices, and co-pays, ensuring compliance with HIPAA and medical billing standards.
- Maintain electronic filing systems, patient charts, and intake forms to ensure smooth daily operations.
Mortgage Servicing Specialist
Union Bank
Remote
07.2019 - 06.2023
- Audited escrow accounts, payment histories, and payoff quotes to ensure compliance with federal mortgage regulations (RESPA, TILA).
- Reviewed and issued up to 80 payoff demand statements daily, ensuring legal compliance and accurate fee calculation.
- Resolved escalated client issues related to invalid payments, overages, and refund requests by analyzing loan documentation and applying internal audit controls.
- Performed daily quality control audits on offshore processing teams; provided coaching and training to improve accuracy and minimize compliance risk.
- Conducted secondary audits on high-risk loans including Bankruptcy (BK), Foreclosure (FC), and government-sponsored programs (WISH/CRAW).
- Communicated directly with third-party servicers, title companies, and legal entities regarding documentation and compliance errors.
HUD Foreclosure Specialist
Caliber Home Loans, Inc.
San Diego, CA
02.2016 - 12.2017
- Monitored FHA/USDA foreclosure timelines to ensure timely first legal filings, consistently exceeding departmental goals (60–150 files/month).
- Verified completeness of servicing records for investor compliance with HUD, VA, and USDA regulations.
- Coordinated with attorney vendors to ensure legal milestones were met; issued escalation directives and resolved compliance breaches.
- Identified and resolved delays in default proceedings by reviewing title, occupancy, and investor status.
- Implemented departmental foreclosure policies, enhancing workflow efficiency and vendor accountability.
Bankruptcy Auditor
Caliber Home Loans, Inc.
San Diego, CA
01.2014 - 01.2016
- Audited Chapter 13 and Chapter 7 bankruptcy loans to ensure servicing compliance with CFPB, BK court rules, and investor guidelines.
- Fielded inbound calls from active bankruptcy borrowers regarding case status, plan payments, and payment options.
- Investigated and reported financial discrepancies, fraud indicators, or non-compliance through detailed loan audits (45+ files weekly).
- Presented findings and remediation strategies to leadership and compliance teams.
- Led weekly team meetings to improve communication and performance; served as point of contact for issue escalation.
Deed-In-Lieu Team Lead
Pite Duncan, LLP
San Diego
05.2011 - 11.2013
- Facilitated non-judicial loss mitigation options including Deed-in-Lieu (DIL) and settlement agreements between borrowers and investors.
- Drafted legal documents including affidavits, agreements, and notarized correspondence; maintained detailed electronic records.
- Scheduled borrower appointments with notaries and mediators to support timely resolution of distressed assets.
- Generated invoices and processed payments related to foreclosure alternatives and litigation costs.
- Communicated with borrowers to clarify hardship circumstances and qualify them for streamlined resolution.
Education
HS Diploma -
James Madison High School
San Diego07.2010
Skills
- Mortgage Servicing
- Foreclosure & Bankruptcy Support
- Loss Mitigation (Deed-in-Lieu, Short Sale)
- HUD/FHA/VA/USDA Compliance
- Payoff Demand Processing
- Loan Auditing & Quality Control
- Regulatory Compliance (CFPB, Investor Guidelines)
- Customer Service & Escalations
- Loan Boarding & Default Operations
- Document Management & eFiling
- MSP & Loan Servicing Systems
- Remote Work Tools (Slack, Teams, Zoom)
Accomplishments
- Regularly selected for informal leadership roles, serving as a go-to team resource and escalation point across multiple departments.
- Authored internal Policies & Procedures that improved workflow accuracy, reduced processing time, and enhanced team efficiency.
- Designed custom Excel tracking tools to streamline portfolio management, improve audit readiness, and reduce manual errors.
- Recognized for proactive problem-solving, cross-team collaboration, and consistently exceeding productivity benchmarks in high-volume environments.
Languages
Spanish
Native or Bilingual
Timeline
Receptionist
Murphy Frazier Chiropractic
09.2024 - Current
Mortgage Servicing Specialist
Union Bank
07.2019 - 06.2023
HUD Foreclosure Specialist
Caliber Home Loans, Inc.
02.2016 - 12.2017
Bankruptcy Auditor
Caliber Home Loans, Inc.
01.2014 - 01.2016
Deed-In-Lieu Team Lead
Pite Duncan, LLP
05.2011 - 11.2013
HS Diploma -
James Madison High School