ELIZABETH LUGO
J.P. Morgan Securities LLC
2
Languages
1
Certification
22
years of professional experience
To find a position that will utilize my strengths in research analysis, and bilingual customer care, with the target of meeting and exceeding a company’s quota and goals. Expanding upon my proven experience in support and project coordination, while continuing to develop my bottom-line and profit-margin mentality as I become a key asset.
Proficient in Spanish/English, strong process-improvement mentality, goal-oriented, excellent internal/external customer focus, self-motivated, work efficiently with little, to no supervision, team player, strong organizational skills, adaptable to change.
Work History
Client Service Specialist
1 Year 9 Months- Assist clients with opening Self-Directed Investment Accounts and/or refer clients to Wealth Advisors for more complex managed account opening - achieving #1 referral rate in the country for the months of May and June 2026
- Executing trades for clients along with assisting in low-high dollar -money transfers, ACH movements, check processing and securities transfers
- Assisting clients with order entry, monitoring trade settlements and resolving trade errors or corporate actions
- Serving as the direct point of contact for client questions regarding statements, tax documents, online platform and account balanced, in English and Spanish
Account Specialist II
2 Years 4 Months- Answered calls from merchants, achieving first call resolution to enhance customer satisfaction
- Identified, analyzed, and documented information from merchants to streamline communication and issue resolution
- Resolved merchant issues and concerns accurately and expediently, ensuring compliance with business policies and procedures
- Identify, analyze, and document information collected from merchants
- Maintain a high level of knowledge surrounding new products, equipment(s), features and services
Home Lending Processor
2 Years 4 Months- Served as primary contact for clients refinancing mortgage loans, ensuring clear communication and support throughout the process
- Review and process mortgage document submissions, prior to submitting to Underwriting with the goal of achieving a clear-to-close status prior to 45-day rate-lock expiration
- Collaborated with clients (in English and Spanish), third-party vendors, and internal partners to gather essential documents for timely loan approval
- Reviewed and processed mortgage document submissions, facilitating submission to underwriting for clear-to-close status before 45-day rate-lock expiration
- Focus on the adherence of home lending regulations and compliance
- Meet and exceed company goal of 9-10 point customer satisfaction review
Special Credit Sr. Specialist II
2 Years 3 Months- Responsible for loss mitigation, tracking of impounded vehicles to minimize loss of company collateral
- Collaborated in a multifaceted team environment, demonstrating flexibility and dependability
- Supported a strong network of internal departments that all have a segment of this process and ensure all groups are functioning as intended
- Skip trace clients with past due payments, identify fraud wherever possible and compile evidence for legal proceedings
- Coordinated with tow companies, auctions, and local law enforcement to facilitate vehicle redemption
- Responsible for managing a portfolio consisting of accounts that are 1-6 months in default, where collateral is impounded/stored vehicles
Quality Senior Specialist- Fraud Credit Card
1 Year 3 Months- Monitor employee/customer interactions to ensure adherence of requirements for compliance, critical policy, and procedure
- Delivered customer service in both English and Spanish to enhance overall experience.
- Identified gaps, trends, and opportunities while recommending process improvements for the operations group
- Provided feedback and coaching to enhance operations development and motivation through evaluation findings
- Contributed to projects with defined scope set by the Quality Manager to support each team
Senior Specialist II-Auto Finance
2 Years 5 Months- Directed customers in bringing delinquent accounts to current status, delivering tailored solutions and guidance
- Established trust with customers at Chase, facilitating negotiations to secure future payments
- Conducted skip tracing to locate customers through multiple databases
- Managed high volume of inbound and outbound calls daily (in English/Spanish), met and exceeded projected goal of 80-100 calls per day
Research Analyst/Auditing/Compensatory Fees
1 Year 7 Months- IBS Researcher – Eliminate and/or mitigate monetary losses associated with investor initiated repurchase demands or litigation
- In depth analysis of defaulted mortgage loans (FHA, Conventional, Private, FMMA, FHLMC) and determined customer’s
- Financial ability, reason for default and determined whether correct loss mitigation options were offered to the borrower
- Evaluated borrower repayment agreements for compliance with borrowers that were in foreclosure. This includes verifying arrears
- Formulated terms of repayment, the drafting of stipulated repayment agreements and insuring that the initial terms and
- Conditions of the agreement were met
- Summarized full findings of gaps and action taken on Chase’s to prevent customer and investor loss and communicated
- Findings to director of department
- Verified communication with attorneys occurred with attorneys on loss mitigation arrangement, as required
Operations/Reconciliation Accountant
5 Months- Reviewed and analyzed highly confidential financial data for regulatory reports, ensuring compliance and accuracy
- Review data from general ledger unit reports and various financial systems to ensure accuracy
- Conducted reconciliation and analysis of discrepancies related to Wells Fargo vaults nationwide, facilitating timely resolution of financial issues
- Achieved high ratings during performance reviews through consistent effort and dedication.
Bilingual Collector 2
1 Year 11 Months- Managed high volume of inbound and outbound calls to settle past due home equity defaulted mortgage accounts (30-500+).
- Monitored overdue accounts for resolution
- Collaborated with Loss Mitigation department to assess customer eligibility for modification or short sale options.
- Skip-traced in efforts of finding current information for delinquent customers
- Conducted skip tracing to obtain current information for delinquent customers.
HUD-Approved Counselor/Admissions
1 Year 7 Months- HUD-approved non-profit loan counselor trained in Making Home Affordable (MHA) home ownership preservation
- Counseled clients one-on-one reviewed income, hardship, mortgage, credit report, household expenses, and provided budget
- Counseled clients one-on-one, reviewing income, hardship, mortgage, credit report, and household expenses to provide tailored budget guidance
- Collaborated with Loss Mitigation department to assess customer eligibility for mortgage modification programs
- Evaluated client qualifications for loan modification applications
- Trained new personnel and led team in absence of branch manager, ensuring continuity of service
Housing Coordinator
8 Months- Assisted families in accessing community and personal resources that enabled them to have successful living experience in
- Temporary to permanent housing
- Assisted insurance adjustors in providing case management for individuals and families who were homeless due to loss of
- Property, in transitioning them to temporary/permanent housing
- Resolved tenant issues with landlords regarding rental properties for policyholders, ensuring compliance with housing agreements
Enrollment Advisor/Admissions Intake Specialist
2 Years 11 Months- Responsible for recruiting, coaching and counseling prospective students on educational opportunities
- Set up proper expectations to ensure 100% retention
- Developed weekly, monthly, quarterly enrollment forecasting to meet and exceed campus strategic goals on a consistent
- Created a foundational basis for achieving campus strategic goals.
- Guided students through their class, assisting the in comprehending the set-up of the online classes, online library, student
- Portal, etc.
Fraud Representative
1 Year 3 Months- Interacted with customers in a call center environment in English and Spanish.
- Responsible for reviewing detailed spending patterns and attempting to determine whether the account may be subject to
- Investigated potential fraud cases
- Reviewed transactions with Bank of America cardholders and purged card numbers for fraudulent transactions
- Handled claims for lost or stolen items submitted by current customers.
Education
Bachelor of Science - Maketing
Pursuing
Prerequisite Credits
High School Diploma
Skills
Transaction processing
Account management
Documentation skills
Risk/Analytics skills
Creative solutions
Client communication
Exceptional communication
Empathetic communication
Paperwork processing
Certification
Series 7
Series 63
SIE
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Client Service Specialist
J.P. Morgan Securities LLC
11.2024 - CurrentRead More
Account Specialist II
JP Morgan Chase
07.2022 - 11.2024Read More
Home Lending Processor
JP Morgan Chase
03.2020 - 07.2022Read More
Special Credit Sr. Specialist II
JP Morgan Chase
12.2017 - 03.2020Read More
Quality Senior Specialist- Fraud Credit Card
JP Morgan Chase
09.2016 - 12.2017Read More
Senior Specialist II-Auto Finance
JP Morgan Chase
04.2014 - 09.2016Read More
Operations/Reconciliation Accountant
Wells Fargo
09.2013 - 02.2014Read More
Research Analyst/Auditing/Compensatory Fees
JP Morgan Chase-Research Analyst-IBS
09.2012 - 04.2014Read More
Bilingual Collector 2
Wells Fargo- Bilingual Collector 2
10.2010 - 09.2012Read More
HUD-Approved Counselor/Admissions
Affordable Housing Centers for America
03.2009 - 10.2010Read More
Housing Coordinator
CRS Temporary Housing
06.2008 - 02.2009Read More
Enrollment Advisor/Admissions Intake Specialist
University of Phoenix
07.2005 - 06.2008Read More
Fraud Representative
Bank of America
04.2004 - 07.2005Read More
Skyline High School
High School Diploma
Read More
Rio Salado Community College
Prerequisite Credits
Read More
University of Phoenix
Bachelor of Science from Maketing
Read More