John Carlos Perez

• Resolved high-level mortgage complaints, including CFPB, BBB, state, and internal issues, ensuring adherence to strict SLAs.

• Monitored and addressed borrower reviews across platforms (Google, Yahoo, Glassdoor), fostering a positive reputation.

• Collaborated with cross-functional teams to address recurring issues, implementing process changes to improve efficiency.

• Oversaw sensitive matters such as cease-and-desist orders, death intakes, and legal documentation with precision and compliance.

• Coached and developed a team of specialists, driving performance through regular one-on-one sessions and feedback.

• Supervised a team of call center agents handling borrower inquiries and mortgage servicing issues.

• Trained leads to effectively manage call queues, maintaining SLA response times of 1–2 minutes.

• Streamlined onboarding processes for new agents, including system setups and training.

• Regularly analyzed performance metrics to provide actionable insights and ensure compliance with company objectives.

• Fostered a high-performing team environment, achieving consistent SLA compliance and excellent borrower satisfaction scores.

• Managed escrow operations, ensuring compliance with federal and state regulations for tax and insurance processes.

• Conducted mass escrow analyses to identify and resolve discrepancies, ensuring data integrity across borrower accounts.

• Recruited, trained, and developed staff, fostering a collaborative and results-driven work culture.

• Partnered with vendors to address urgent tasks and ensure accuracy in insurance renewals and tax payments.

• Implemented process improvements to enhance operational efficiency and reduce errors.

• Resolved payment discrepancies in escrow accounts by coordinating with borrowers, agents, and insurance vendors.

• Leveraged MSP to document and track customer accounts, ensuring data accuracy.

• Responded promptly to borrower inquiries, maintaining high levels of customer satisfaction.

• Supported new hire training and vendor management to meet operational goals.