Ivan Alcala Ibarra
Thornton,CO
Summary
Hardworking Driven Quality Assurance professional offering dynamic understanding of monitoring and evaluating quality of work performed. Strong organizational skills eager to secure and ready to help team achieve company goals. Detail-oriented dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Quality Assurance Analyst / Auditor
Specialized Loan Servicing (SLS)
11.2012 - Current
- Perform quality monitoring via NICE application to ensure adherence to departmental standards and compliance with state, federal and regulatory agencies for associates in the contact centers.
- Responsible for auditing of third party vendors (NBS, Assurant, Corelogic) for compliance and customer service.
- Responsible to audit customer support administrative job functions (C.S. Disputes, Account Reviews, ES Web Inquiries) to ensure efficiency and accuracy.
- Responsible to audit Federal and State Exam audits and miscellaneous audits such as requested (Morgan Stanley, Chase).
- Responsible to audit contact center supervisor/manager calls to ensure compliance.
- Responsible to audit Recovery call data to ensure accuracy of documented call activity including audit special projects as assigned.
- Responsible for Quality Assurance (QA)Training for New Hires.
Loss Mitigation Specialist
Specialized Loan Servicing (SLS)
11.2011 - 11.2012
- Responsible for working with borrowers, real estate agents, paralegals title companies and attorneys to facilitate Loss Mitigation workout options such as modifications, short sales and deed’s in lieu on behalf of SLS clients.
- Make borrowers aware of the advantages of conducting Retention and/or liquidation options and how to get started in the process
- Responsibilities include making outbound and taking inbound calls on Retention and liquidation accounts to ensure deal is moving forward in timely fashion.
- Ensure supporting documents are complete and accurate to submit for Underwrite and/or Quality Assurance.
- Strong analytical and problem solving skills to determine what is needed and where to spend effort to maximize results within assigned portfolio.
- Ensure appropriate procedures and processes are followed as directed by clients of SLS.
Customer Service Representative
Moneygram International Inc
03.2007 - 10.2011
- Answered a high call volume of inbound customer service calls
- Processing transactions for customers.
- Completing complaints and fraud forms and other administrative task.
- Resolve mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer.
Education
High School Diploma -
Open HighSchool
Gomez Palacio Dgo Mexico 10.1992
Skills
- Bilingual Eng/ Spa
- Auditing / Monitoring
- Loss Mitigation
- Call center
- Finance
- Mortgage Servicing
- Quality Assurance
- Team Leader Ship
- IT knowledge
- Professional Record Producer
Languages
Spanish
Native or Bilingual
Timeline
Quality Assurance Analyst / Auditor
Specialized Loan Servicing (SLS)
11.2012 - Current
Loss Mitigation Specialist
Specialized Loan Servicing (SLS)
11.2011 - 11.2012
Customer Service Representative
Moneygram International Inc
03.2007 - 10.2011
High School Diploma -
Open HighSchool
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