Elvia Vela
Lubbock,TX
Summary
Experienced financial services and operations professional with 12+ years of expertise in consumer lending, loan servicing, collections, regulatory compliance, and customer relationship management. Proven ability to exceed sales goals, manage complex customer accounts, analyze financial information, and provide exceptional customer service. Strong leadership experience supervising teams, training employees, resolving customer concerns, and maintaining compliance with federal and investor guidelines.
Overview
12
12
years of professional experience
Work History
Assistant Manager
OneMain Financial
04.2025 - Current
- Led team initiatives to enhance customer service and drive client satisfaction.
- Mentored staff to improve operational efficiency and ensure compliance with company policies.
- Developed training materials to support employee onboarding and performance improvement.
- Streamlined loan processing procedures, resulting in faster turnaround times for clients.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Increased sales through effective merchandising strategies and targeted promotions.
- Managed approximately 30 + incoming calls, emails per day
Consumer Loan Specialist Sr.
OneMain Financial
12.2020 - Current
- Consistently exceeding monthly sales and lending goals through relationship building and proactive customer outreach.
- Educate customers on loan products, terms, conditions, and repayment options.
- Evaluate loan applications, financial information, and creditworthiness to determine lending solutions.
- Review customer accounts to identify additional lending opportunities and increase revenue.
- Manage the lending process from application through funding while serving as the primary customer contact.
- Conduct financial interviews to understand customer goals and recommend appropriate loan products.
- Maintain long-term customer relationships, generating repeat business and referrals.
- Contact customers regarding delinquent accounts and develop payment solutions to bring loans current.
Loan Servicing Specialist
Prime West Mortgage
06.2016 - 12.2020
- Processed loan applications ensuring compliance with regulatory standards.
- Analyzed borrower financial information to determine eligibility for loan modifications.
- Developed training materials to enhance team knowledge on loan products and services.
- Negotiated payment agreements with delinquent borrowers, reducing loss exposure while maintaining positive customer relations.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained a strong working knowledge of federal regulations, staying up-to-date on changes affecting the industry.
- Maintained detailed records of borrower interactions for audit purposes, ensuring full regulatory compliance at all times.
- Worked closely with collections department on delinquent accounts, coordinating efforts for maximum recovery results.
Collections Supervisor
Capital Mortgage Services
06.2014 - 05.2016
- Supervised collections team, ensuring adherence to compliance and regulatory standards.
- Developed and implemented strategies to reduce delinquency rates among mortgage accounts.
- Trained and mentored staff on effective collection techniques and customer service practices.
- Analyzed collection metrics to identify trends and improve overall performance of the department.
- Resolved escalated customer inquiries, maintaining positive relationships while achieving collection goals.
- Coordinated regular performance reviews, providing feedback to enhance team effectiveness and morale.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
Skills
- Customer relationship management
- Credit Analysis
- Loan servicing and payment processing
- Collections & Delinquency Management
- Loan servicing and payment processing
- Sales development
- Team leadership
- Bilingual Customer Support
Timeline
Assistant Manager
OneMain Financial
04.2025 - Current
Consumer Loan Specialist Sr.
OneMain Financial
12.2020 - Current
Loan Servicing Specialist
Prime West Mortgage
06.2016 - 12.2020
Collections Supervisor
Capital Mortgage Services
06.2014 - 05.2016