Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ingrid Rios

Reseda,CA

Summary

Mortgage professional with strong analytical skills and deep understanding of loan servicing and risk management. Known for effective problem-solving and consistent delivery of results, ensuring compliance and minimizing losses. Skilled in team collaboration, adapting to evolving priorities, and maintaining high standards under pressure. Adept at utilizing industry software and maintaining detailed records to support decision-making and client communication.

Overview

5
5
years of professional experience

Work History

Mortgage Default Specialist

PennyMac Loan Services
12.2020 - Current
  • Conducted thorough loan reviews to identify potential default risks and recommend appropriate action plans.
  • Assisted borrowers in navigating the loss mitigation application process by providing clear guidance and support throughout the experience.
  • Developed key performance metrics for monitoring departmental effectiveness in mitigating mortgage defaults.
  • Consistently met or exceeded established goals related to loss mitigation, delinquency resolution, and borrower satisfaction.
  • Managed a diverse caseload of delinquent loans, prioritizing cases based on urgency and risk level to minimize losses.
  • Conducted regular portfolio reviews to identify trends and areas of improvement for ongoing risk management efforts.
  • Collaborated with loan servicing teams to develop strategic plans for addressing high-risk accounts and reducing overall portfolio risk.
  • Fostered strong relationships with clients, vendors, and colleagues through effective communication and collaboration in addressing mortgage default challenges.

Loss Mitigation Specialist

PennyMac Financial Services
01.2022 - 02.2023
  • Remained updated with latest information related to mortgage products and services being offered.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
  • Evaluated pay stubs, credit history, tax information and bank statements for financial status.
  • Achieved successful loan modifications through diligent analysis of borrower financial information and negotiation with lenders.
  • Safeguarded company interests by ensuring adherence to all relevant legal and regulatory requirements throughout the loss mitigation process.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.

Foreclosure Specialist

PennyMac Loan Services
01.2020 - 02.2022
  • Provided guidance on loan modification options available for borrowers facing financial hardship.
  • Enhanced communication with clients by providing regular updates on the status of their foreclosure cases.
  • Developed customized strategies for each client''s unique situation to expedite the resolution of their foreclosure cases.
  • Facilitated negotiations between lenders and borrowers, resulting in mutually beneficial resolutions for both parties.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.

Education

Pierce College
Woodland, CA
01-1998

High School Diploma -

John Burroughs High School
Burbank, CA
06-1997

Skills

  • Bankruptcy procedures
  • Negotiation
  • Loan modification
  • Foreclosure prevention
  • Customer service
  • Problem-solving
  • Product knowledge

Languages

Spanish
Full Professional

Timeline

Loss Mitigation Specialist

PennyMac Financial Services
01.2022 - 02.2023

Mortgage Default Specialist

PennyMac Loan Services
12.2020 - Current

Foreclosure Specialist

PennyMac Loan Services
01.2020 - 02.2022

Pierce College

High School Diploma -

John Burroughs High School

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Ingrid Rios