Esmeralda Cantu-Escalante
Fort Worth,TX
Summary
Accomplished Customer Specialist Analyst with over 25 years of experience in the Mortgage, Quality Assurance, Business Control, Research, Customer Service, and Project Management sectors. Proven ability to foster a productive work environment through exceptional analytical skills and a commitment to excellence. Adept at resolving customer concerns in both corporate and field settings while consistently maintaining keen attention to detail. Dedicated to driving success and enhancing customer satisfaction through effective problem-solving and strategic insights.
Overview
20
20
years of professional experience
Work History
Servicemember Operations (SCRA)
Bank of America
TX
05.2011 - 02.2026
- Service Member Operations (SCRA) is an enterprise business: it serves as the intake channel for the bank to interact with Servicemembers or customers requesting SCRA relief. Fulfillment is accountable for fulfilling benefit decisions, retroactively applying rate caps and fee waivers on approved accounts, and providing refunds on overpaid interest and fees.
- May 2025-February 2026
AVP, Operations Consultant
Bank of America
03.2024 - 05.2025
- Works on various project related activities in an operation department or business unit. Researches and documents organizational reviews, workflow analysis, and management and or staff analysis. Analyzes assembled data to define problems. Resolves moderately complex problems based on knowledge of the business, as well as general project guidelines. Explains and intercepts project procedures. Requires a working knowledge of the operations area. Responsible for driving process, reporting, and technology improvements within Specialty Product Servicing utilizing project management, technical and data analysis skills to deliver results that align to consistent client experiences. Will work closely with business and technology partners to ascertain requirements, determine source of data, develop and/or apply analytics, and implement end state delivery strategies that utilize established databases to coordinate the production of reports. Manages design or redesign of processes using data and root cause analysis to ensure changes are well thought out and delivered. Integrates best practices with process design to ensure continuous process improvement. Processes are within a product or service delivery within a single business unit or department and are typically directed toward improving a single business, product, or function. Provides consulting expertise to line managers on productivity issues, analyzes market and operational impact in the business brought about by the project parameters. This includes: Responsible for the design, development and implementation of database related solutions Developing and enhancing reporting solutions to track and assess performance Gathering, documenting, analyzing and drawing conclusions regarding complex data and information
Operations Analyst
Bank of America
02.2023 - 03.2024
- Specialty Products/Consumer Vehicle Servicing/MYSO Assist with several project research. Attended numerous meetings and provided detailed notes to help facilitate next steps and takeaways for the project. Solely created and submitted several check requests to issue refunds after remediation was completed. I have been recommended by leadership to help manage projects. Confidently able to outline the tasks, timelines, and resources required for each project. UCRA management, Sharepoint Initiatives, Payment Research, Term Changes, Deferrals, Escrow, and Vectors. Work with iALS and LINX.
MTG Servicing Specialist III
Bank of America
05.2011 - 02.2023
- Master File Control/Heloc Oversight/Special Loans Process Loan Modifications for Heloc Loans. Second Liens/AS400 System/ Work with the ALS Servicing System and process Reinstatements, Charge Offs/Charge Off Reversals, Bank to Bank Refinance Closings, Margin Update, Waive fees, Effective/Agreement Date Update, Update if the borrower has been Deceased, Blocking and Closing an Account. Assist with Iseries to ALS Conversions. Credit Line Adjustments, ALS Step Modifications and Special Projects.
Cash Management-MFC-Cash Department
Aerotek / Bank of America
02.2010 - 01.2011
- The MLO Mortgage Servicing Specialist responsible for handling the servicing of mortgage loans. This will require you to obtain credit reports, inspections, surveys, title work, etc. You will also be required to handle more complex transactions in areas of mortgage payments/payoffs, research, transaction services and reconciliations. The MLO Mortgage Servicing Specialist is more skilled and tenured individual and works more independently than less seasoned specialists. You may be responsible in the assisting with training and coaching of associates and/or distribution of work to associates. In addition the MLO Mortgage Servicing Representative may obtain credit reports, inspections, surveys, and title work as well as engage in direct contact with customer concerning account(s). Required Skills: Excellent computer skills necessary, Skilled in Word, Excel and Internet, Ability to multitask and prioritization of workload, Ability to perform all related tasks within high volume production environment, Negotiation skills necessary.
- MRC
Customer Service CPE (Continuing Professional Education)
Adecco / Thomson Reuters
07.2009 - 02.2010
- Provide exceptional customer service to all incoming customer support calls and email correspondence, and know when to escalate problems and conflicts to supervisor. Keep up to date of developments in products and software in order to meet customer needs. Maintain log of support calls.
Customer Service Research Specialist
EMC Mortgage
07.2007 - 05.2009
- Providing service by researching customers’ requests using the appropriate maintenance procedures and processes in an accurate and timely manner by carefully reading the inquiry received. Resolve financial and non-financial external or internal customers through written communication and occasional phone contact when needed.
- July 2007 - May 2009
- Enhanced research efficiency by implementing advanced data analysis techniques and tools.
- Monitored research data to assess accuracy, validity and integrity.
- Implemented modifications and quality control measures to influence research conclusions.
Universal Agent
EMC Mortgage
10.2005 - 07.2007
- Providing consistent one call resolution to our home owners through telephone communication. Resolving and responding to mortgagor concerns via inbound calls and outbound calls. Resolve financial and non-financial customer inquiries. Recognize retention opportunities and direct the customer to the appropriate department.
- Managed customer inquiries, providing timely resolutions and enhancing client satisfaction.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Some College (No Degree) - Information Technical Software Professional
Computer Learning Centers
North Richland Hills, TXBasic Education
Haltom High School
Skills
- Teamwork and collaboration
- Customer service
- Verbal and written communication
- Relationship building
- Leading team meetings
- Decision-making capacity
- Strong work ethic
- Teamwork and loyalty
- Time management
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Team leadership
- Effective communication
- Adaptability and flexibility
Summary of Qualifications
- Quality Audit and Business Control Experience
- Professional Analyst with adequacy Reliability and compliance control systems. Expert in Auditing. Develop analysis and reporting capabilities. Excellent Customer Service and extensive Mortgage experience. Project Management. Proficient in note taking.
- Admirable knowledge of loan mortgage management, Expertise on Loan Documents, Great verbal, and written communication skills, Knowledgeable on all software applications, Bilingual in Spanish, Accurate Typing 60 WPM and 10 Key, Filing and Copying, Dependable and Reliable, Office Coordination, Administrative Support, Multi-Tasked
- Fax and Mail Distribution and Detail Oriented, Energetic and Enthusiastic, Tolerant to stressed situations.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
AVP, Operations Consultant
Bank of America
03.2024 - 05.2025
Operations Analyst
Bank of America
02.2023 - 03.2024
Servicemember Operations (SCRA)
Bank of America
05.2011 - 02.2026
MTG Servicing Specialist III
Bank of America
05.2011 - 02.2023
Cash Management-MFC-Cash Department
Aerotek / Bank of America
02.2010 - 01.2011
Customer Service CPE (Continuing Professional Education)
Adecco / Thomson Reuters
07.2009 - 02.2010
Customer Service Research Specialist
EMC Mortgage
07.2007 - 05.2009
Universal Agent
EMC Mortgage
10.2005 - 07.2007
Basic Education
Haltom High School
Some College (No Degree) - Information Technical Software Professional
Computer Learning Centers