Guadalupe Pena J.
San Antonio
Summary
Organized and motivated professional with a strong foundation in underwriting and loss mitigation. Expertise in analyzing financial situations and implementing effective solutions to enhance customer satisfaction and account management.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Collections Representative
PENTAGON FEDERAL CREDIT UNION
San Antonio
09.2024 - 02.2026
- Contacting customers by telephone for payment remediation for personal loans, credit cards and auto loans.
- Processing documentation for loan extensions and credit card re-age programs.
- Counseling customers to attain a proper program to make monthly responsibilities affordable
- Bringing customer accounts current by counseling procedures
Loss Mitigation FHA Underwriter/Analyst
WELLS FARGO HOME MORTGAGE
San Antonio
09.2012 - 06.2024
- Analyzing income and expenses to fully understand customer’s financial situation and review for retention options.
- Reviewing current credit policies and procedures for accurate loss mitigation results
- Affectively communicating with internal departments for Loss Mitigation final decisions.
- Responsible for mentoring and providing direct feedback to onboarding Underwriters.
Loss Mitigation Specialists
WELLS FARGO HOME MORTGAGE
San Antonio
02.2010 - 09.2012
- Coordinated communication with borrowers to efficiently gather essential investor documents for processing.
- Compiled and organized borrower documentation for comprehensive review by underwriters.
- Coordinated daily responsibilities to maintain workflow and productivity.
- Collaborated with supervisor to review and implement investor policy and procedural changes.
Mortgage Collection
WELLS FARGO HOME MORTGAGE
San Antonio
08.2009 - 02.2010
- Contacting customers by telephone for payment remediation
- Researching mortgage contracts for solutions to disputes between both parties involved
- Counseling customers to attain a proper program to make monthly responsibilities affordable
- Bringing customer accounts current by educational procedures
Mortgage Counselor
AEROTEK
San Antonio
03.2009 - 07.2009
- Contacting customers by telephone for payment remediation
- Researching mortgage contracts for solutions to disputes between both parties involved
- Counseling customers to attain a proper program to make monthly responsibilities affordable
- Bringing customer accounts current by educational procedures
Collection Representative
CONN’S
San Antonio
02.2008 - 02.2009
- Contacting customers by telephone for payment remediation
- Researching previous sales invoices and contracts to update accounts
- Assisting customers to achieve proper contract fulfillment
- Bringing customer accounts current by educational procedures
Mental Health Counselor
SOUTHWEST MENTAL HEALTH CENTER
San Antonio
09.2005 - 12.2007
- Counseling pre-adolescent clients in clinical setting
- Monitored behaviors of pre-adolescent clients to identify patterns and inform therapeutic strategies
- Addressed daily needs of patients to support achievement of treatment therapy goals
- Coordinated treatment outcomes to enhance effectiveness of therapeutic interventions
Automotive Technician
GILLMAN IMPORTS
San Marcos
08.2004 - 07.2005
- Troubleshooting and repairing automobiles
- Updating expertise through factory training of latest automotive technology
- Completing final safety inspection of vehicle for road worthiness/drivability
Automotive Technician
GENE MESSER
Amarillo
09.1994 - 07.2004
- Educating customers about the importance of proper vehicle maintenance
- Assessing and repairing automobiles
- Updating expertise through factory training of latest automotive technology
- Completing final safety inspection of vehicle for road worthiness/drivability
Loan Associate
CONTINENTAL FINANCE
Lubbock
06.1992 - 09.1993
- Processed documentation for small loans to ensure compliance and support timely loan approvals
- Conducted thorough credit checks to assess loan eligibility for customers
- Educated customers on loan process to enhance understanding and facilitate informed decisions
- Answered balance inquiries and contract questions while coordinating contract storage for efficient customer service
Education
Master of Business Administration -
University of Phoenix
San Antonio06-2016
Bachelor of Arts - Psychology
University of Texas
San Antonio12-2007
Advance Automotive Technician/Technology -
Texas State Technical College
Amarillo08-1994
Skills
- Payment remediation
- Negotiation and debt resolution
- Loan evaluation and application review
- Financial analysis and credit assessment
- Risk assessment and management
- Fraud detection strategies
- Policy review and compliance standards
- Risk management
- Problem solving and decision making
- Analytical thinking
- Attention to detail
- Customer counseling and support
- Debt recovery tactics
- Collections strategy development
- Policy renewal processes
Hobbies and Interests
- Health and fitness
- World history (including WWII and world leaders)
- Art appreciation and history (religious, political, and sociological history)
Certification
- Google Data Analytics- In progress
Timeline
Collections Representative
PENTAGON FEDERAL CREDIT UNION
09.2024 - 02.2026
Loss Mitigation FHA Underwriter/Analyst
WELLS FARGO HOME MORTGAGE
09.2012 - 06.2024
Loss Mitigation Specialists
WELLS FARGO HOME MORTGAGE
02.2010 - 09.2012
Mortgage Collection
WELLS FARGO HOME MORTGAGE
08.2009 - 02.2010
Mortgage Counselor
AEROTEK
03.2009 - 07.2009
Collection Representative
CONN’S
02.2008 - 02.2009
Mental Health Counselor
SOUTHWEST MENTAL HEALTH CENTER
09.2005 - 12.2007
Automotive Technician
GILLMAN IMPORTS
08.2004 - 07.2005
Automotive Technician
GENE MESSER
09.1994 - 07.2004
Loan Associate
CONTINENTAL FINANCE
06.1992 - 09.1993
Master of Business Administration -
University of Phoenix
Bachelor of Arts - Psychology
University of Texas
Advance Automotive Technician/Technology -
Texas State Technical College