Elizabeth Arredondo
Santa Ana,CA
Summary
Hard-working bringing strong work ethic, interpersonal skills, and customer service expertise. Exceptional communicator with fluency in English and Spanish
Overview
6
6
years of professional experience
Work History
Senior Loan Servicing Specialist
LoanStream Mortgage
Irvine, California
11.2024 - Current
- Respond promptly to customer inquiries via phone or email.
- Process loan payments and maintain accurate records of transactions.
- Negotiate payment plans with delinquent borrowers to bring accounts current.
- Develop strategies to maximize loan repayment performance.
- Research borrower inquiries and provide solutions to resolve discrepancies or issues.
- Provide technical assistance to staff members in order to increase efficiency in servicing loans.
- Prepare monthly reports on delinquency trends, servicing activities, and other metrics.
- Update internal databases with changes in customer information or payment status.
- Identify areas for improvement in processes related to loan servicing functions.
- Advise management on procedures needed for regulatory compliance.
- Prepare on boarding data tapes, loan upload reports, and payment reports.
Loan Servicing Specialist
LoanStream Mortgage
Irvine, California
05.2023 - 11.2024
- Responded promptly to customer inquiries via phone or email.
- Processed loan payments and maintained accurate records of all transactions
- Entered relevant data into a computerized system for tracking purposes.
- Drafted correspondence to customers regarding overdue accounts or other matters related to servicing loans.
- Monitored delinquent accounts to ensure timely payments were received in accordance with contractual agreements.
- Resolved customer inquiries regarding payment plans, interest rates, account balances, escrow accounts.
- Delivered prompt, knowledgeable solutions to address customers' loan service issues.
Account Manager
Oakstone Law Group PC
Irvine, CA
01.2023 - 04.2023
- Oversee multiple accounts and work diligently to meet and exceed performance goals.
- Act as main point of contact in matters relating to client concerns and needs.
- Answer incoming calls and provide highest level of professionalism and knowledgeable service to every customer.
- Update customer accounts, addresses and contact information within call management databases.
- Use excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Build and maintain productive relationships with customers and internal partners.
- De-escalate customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Develop thorough understanding of products and service offerings to better upsell and cross-sell to clients.
Legal Customer Representative
Litigation Practice Group
Tustin, CA
03.2022 - 01.2023
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Updated customer accounts, addresses and contact information within call management databases.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Referred unresolved customer grievances to designated departments for further investigation.
- Trained and supervised new employees to promote overall team productivity and consistent service.
Collateral/Trailing Docs Associate
Prime Choice Funding
Tustin, CA
08.2021 - 03.2022
- Examined and verified information in loan application and closing documents.
- Organized, filed, and maintained customer, and regulatory loan records.
- Scanned and uploaded loan and related documents into system.
- Prepared and delivered loan documents to title and escrow teams.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Worked with third party vendors to address and clear loan closing requirements.
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
- Demonstrated leadership by making improvements to work processes and helping train others.
Store Consultant
FedEx Office and Print Center
Santa Ana, CA
03.2019 - 08.2021
- Proved and perfected the customer service experience for guests.
- Consulted with customers to about their shipping and printing needs.
- Made copies of correspondence or other printed materials.
- Operated office equipment, such as fax machines, copiers, or phone systems and arrange repairs when equipment malfunctioned.
- Answered telephones and and give information to callers, take messages, or transfer calls to appropriate individuals.
- Learned to operate new office technologies as they are developed and implemented.
- Supervised, trained and developed team members in accordance with company policies and procedures.
Education
High School Diploma -
Segerstrom High School
Santa Ana, CA05.2018
Skills
- Customer Service
- Bilingual Capability
- Time Management
- Verbal and Written Communication
- Quick Learner
- Decision Making
- Problem-Solving
- CRM Software
- Lending Software Systems
- Data Entry
Volunteer Experience
- Immaculate Heart of Mary [January 2016-May 2017]
- Orange County Global Medical Center [June 2017-May 2018]
Timeline
Senior Loan Servicing Specialist
LoanStream Mortgage
11.2024 - Current
Loan Servicing Specialist
LoanStream Mortgage
05.2023 - 11.2024
Account Manager
Oakstone Law Group PC
01.2023 - 04.2023
Legal Customer Representative
Litigation Practice Group
03.2022 - 01.2023
Collateral/Trailing Docs Associate
Prime Choice Funding
08.2021 - 03.2022
Store Consultant
FedEx Office and Print Center
03.2019 - 08.2021
High School Diploma -
Segerstrom High School