FELIPE POPOCA
Phoenix,AZ
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of Financial services including collections, mortgage, and originations. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
11
11
years of professional experience
Work History
Senior Specialist II
JP MORGAN CHASE
Phoenix, AZ
06.2019 - Current
- Manages military accounts daily and assist with payment arrangements, payment plans, repo orders
- Review team calls for auditing purposes as well as repossession request on high balance accounts to mitigate risk
- Prepare reports for management to ensure accounts are being properly worked and transferred to appropriate ques and departments
- Team lead and monitor and supervise employees to achieve goals that contribute to minimizing risk as well as contributing to the growth of the organizations
- Build and maintain business relationships with clients by providing prompt and excellent service to prompt customer loyalty
- Ensure delivery of excellent service through fast and accurate processing of orders, communications, and coordinating with other departments to resolve issues
- Skip trace accounts using programs such as LexisNexis, TLO, and Innovis to verify customer information
- Verify military status by reviewing CBR’s, Skip Tracing, and DMDC records
- Take inbound calls from service members to discuss SCRA benefits, payment arrangements, or discuss settlement options
- Ensure accounts are processed correctly to pass internal audits
- Probe customers to determine root cause of delinquency and offer appropriate assistance tools
- Effectively communicate assistance programs and potential impact to customer and accounts
- Analyze loan history and determine best course of action to resolve customer problem permanently, negotiate with customer on Loan modifications and extensions
- Collect in accordance with state and federal laws inclusive of FDCPA.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
- Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected and analyzed data to learn more about consumer behavior.
Geospatial Intelligence Imagery Analyst
US Army Reserve
Phoenix, AZ
07.2011 - 07.2019
- Providing quality and in depth imagery products to supports ongoing missions
- Worked with agencies such as DIA,, , NGA, and others, providing imagery products and reports
- Worked in high tempo environments and stressful conditions providing real time imagery products as well as intelligence, surveillance, and reconnaissance products
- Assembled various intelligence products with high amounts of research
- Served as an intelligence analyst, and ISR Tactical Controller
- Used real-time ISR collection with historical data and multi-intelligence sources
- Proficient knowledge and experience with computer technology and geographical systems
- Extract information from reports, while conducting high amounts of research
- Create intelligence reports and disseminate to other agencies
- Gather intelligence from several databases and agencies to create intelligence reports.
- Analyzed still and motion imagery and data to produce geospatial intelligence for military operations.
- Developed material fielding plans and integrated logistics support plans for Intelligence and ISR systems.
- Combined remotely-collected and on-site data acquisition to generate unified geographic mapping information.
- Identified military installations, facilities, weapon systems, military equipment and defenses.
- Supervised intelligence activities and provided technical, operational and administrative guidance and direction to 30 enlisted soldiers
Senior Specialist
JP MORGAN CHASE
Phoenix, AZ
05.2018 - 06.2019
- Manages customer applications and assist with buying process as well as closing
- Work with customers to obtain financial documents if needed by underwriters
- Go over approvals/denials as well as terms with customers
- Go over terms and conditions of loan with customer as well as go over alternative options to change term or finance options.
- Executed loan origination process, including ordering credit reports, appraisals, and preliminary title reports
- Thorough in gathering borrower information, verifying loan documents and reviewing file documentation to guide each loan from approval to funded
- Provide support to underwriter teams, dealerships, and sales team by ensuring timely, judicious and accurate processing of auto loan.
- Discuss approvals with customers as well as adjust or change terms if requested
- Work directly with underwriters to clear any stipulations or clarification
- Serve as customer's first line of communication during application and closing process
- Maintains knowledge of customer application as well as terms of loan to ensure closing process is done quickly and efficiently
- Responsible for monitoring and tracing applications to ensure stipulations and closing process are done within 30 days of underwriting approval
- Inbound and outbound calls with customer, dealers, and lenders to obtain customer information, vehicle information, purchase agreements, and payoffs.
Customer Assistant Specialist
JP MORGAN CHASE
Phoenix, AZ
04.2015 - 05.2018
- Manage default mortgage accounts and serve as a single point of contact (SPOC) for customers through entire mortgage assistance application process
- Worked all lenders (FNMA/FHLMC/VA/USDA/FHA/HE)
- Perform live interviews and go over options with customers
- Assist in document perfections, collecting application, tax documents, pay stubs, etc.
- Go over approvals/denials as well as liquidation options
- Serve as primary contact for clients and conduct meetings to coordinate any follow up items
- Manage default accounts and act as a SPOC ensuring contact is made with customers to ensure accounts are within SLA date
- Served on Specialty Disaster Relief Team during Hurricane Harvey/Irma/Maria and California wildfires
- Served as customer's first line and only line of communication from beginning to end of application process
- Communicate modification decisions as received from underwriting
- Communicate consistently and keep customers appraised throughout the process by maintaining close communication with internal partners including underwriting, loss mitigation, foreclosure, customer service
- Coordinate and prepare documentation necessary for verifications and underwriting such as 4506-T forms, paystubs, tax returns, applications, rental agreements and any other documents needed per lender
- Oversee customer trial plans adherence and completions
- Negotiate payment arrangements and advise of consequences of delinquency
- Inbound and outbound calls with customers, as well as scheduling appointments for callbacks and team members
Safety Compliance Officer
Swift Transportation
Phoenix, AZ
11.2012 - 04.2015
- Review and audit driver applications to ensure all applicants meet the hiring criteria as well as DOT regulations
- Verify all applicant’s previous employment as well as review driving records for the past 10 years
- Audit applications for any false or incorrect information
- Work with internal departments to verify information and past employment is correct, and clear up work gaps within three years
- Audit applications and accounts for general information as well as verifying work history and driving records
- Adhere to quality, production, and DOT regulation expectations
- Identify and resolve operational issues with improvements in the work process
- Analyze operational practice, periodic reports, databases, records and other forms of documentation to ensure compliance with established company and governmental regulations
- Brief management on auditing findings and reports
- Collaborate with management to improve internal control mechanisms as needed
- Accept ownership of new auditing initiatives and enhance the compliance department’s reputation and effectiveness
- Make outbound calls to previous jobs listed on applications for work verification
- Make outbound calls to recruiters and processors to make corrections on applications, and to verify information is correct
- Pull and review DMV records to verify driving record and ensure applicants adhere to DOT guidelines and hiring criteria
- Upload/scan applications into system of records
- Work with internal departments such as Safety, Processing, Recruiting
- Create Excel spreadsheets for team to track applications audited
- Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
- Managed practical action plans to respond to audit discoveries and compliance violations.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Wrote and presented reports outlining findings and recommendations from compliance audits.
Education
MBA - Organizational Leadership
Grand Canyon University
Phoenix, AZ05.2023
Bachelor of Science - Finance
Grand Canyon University
Phoenix, AZ12.2021
Associate of Applied Science - BANKING & FINANCE
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.2019
Associate of Applied Science - INTELLIGENCE OPERATION STUDIES
Cochise College
Douglas, AZ05.2019
CCL - Business
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.2019
CCL - Accounting
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.2019
Skills
- Risk Management
- Overdue Balance Detection
- Customer Advising and Referral
- Attention to Detail
- Analytical and Critical Thinking
- Skip Tracing
- Data Collection
- Advanced financial analysis
- Preparing budgets
- Negotiation
- Research abilities
- Consulting
- Quality assurance
- Pivot tables
- Microsoft Office Suite
- Risk management
Languages
Spanish
Limited Working
Timeline
Senior Specialist II
JP MORGAN CHASE
06.2019 - Current
Senior Specialist
JP MORGAN CHASE
05.2018 - 06.2019
Customer Assistant Specialist
JP MORGAN CHASE
04.2015 - 05.2018
Safety Compliance Officer
Swift Transportation
11.2012 - 04.2015
Geospatial Intelligence Imagery Analyst
US Army Reserve
07.2011 - 07.2019
MBA - Organizational Leadership
Grand Canyon University
Bachelor of Science - Finance
Grand Canyon University
Associate of Applied Science - BANKING & FINANCE
Maricopa Community Colleges - Phoenix College
Associate of Applied Science - INTELLIGENCE OPERATION STUDIES
Cochise College
CCL - Business
Maricopa Community Colleges - Phoenix College
CCL - Accounting
Maricopa Community Colleges - Phoenix College
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