JUANITA AGUILERA
Summary
Highly accomplished and versatile financial services executive with over 15 years of progressive leadership experience across default operations, property preservation, loss mitigation, title and due diligence, loan servicing, commercial lending, risk management and Home Equity Investment (HEI) sector. Proven ability to drive strategic planning, optimize operational efficiency, develop high-performing teams, and ensure regulatory compliance. Expertise in leveraging data-driven insights for informed decision-making, negotiating vendor relationships, and fostering strong stakeholder partnerships. A results-oriented leader with a strong track record of problem-solving, process improvement, and achieving organizational goals across diverse financial environments.
Work History
Hometap Equity Partners, LLC
Job overview
- Spearheaded the development and rollout of the Default Operations department for a Home Equity Investment (HEI) company, establishing core workflows and processes to optimize efficiency.
- Streamlined default operations workflows and procedures, resulting in dramatically improved Quality Control (QC) audit scores from 30% to 98% within a 6-month timeframe.
- Developed and delivered comprehensive training programs for new hires and existing staff on updated default operation procedures, ensuring consistent application and compliance.
- Established key performance indicators (KPIs) and defined measurable metrics for the Default Operations department to track performance and identify areas for improvement.
- Implemented individual specialist scorecards to foster accountability and ownership of default events, leading to boosted individual specialist Key Performance Indicator (KPI) scores from 35% to 90% within a 6-month period through the implementation of targeted coaching, performance feedback, and revised metrics.
- Collaborate with external legal counsel on foreclosure and bankruptcy matters to effectively protect the company's vested interests in the client portfolio.
- Generated comprehensive monthly investor reports, identifying at-risk investments and providing strategic recommendations to mitigate potential losses.
- Created granular reports to analyze operational gaps and pinpoint areas for process enhancement, driving continuous improvement initiatives.
- Authored and maintained detailed departmental procedures, ensuring documentation reflected evolving changes and best practices.
- Reviewed and approved critical legal documents, including trust agreements, powers of attorney, and HOA stipulations, related to investment additions or removals.
- Conducted weekly audits of specialist work and high-risk portfolios to ensure accuracy, thorough documentation, and timely investor notifications.
- Partnered with the Risk Management team to implement business enhancements within default operations, including detailed default tracking, investment flagging, and portfolio-specific reporting capabilities.
- Collaborated cross-functionally with interdepartmental teams (Title, Underwriting, Customer Service) to redefine service level agreements (SLAs), underwriting standards, and enhance overall customer success.
Fay Group, LLC
Job overview
- Company Overview: US
- Developed and implemented operating plans, procedures, and capacity plans to ensure the efficient and timely processing of accounts, strategically planning for anticipated business growth.
- Managed and approved bid estimates from specialists as needed, ensuring the preparation of acceptable bids for properties within assigned client portfolios.
- Thoroughly reviewed and approved all vendor invoices for payment related to completed work or purchased products, effectively managing communication between vendors and clients as necessary.
- Provided support in the administration of company policies concerning property management regulations, operational guidelines, safety protocols, and property maintenance standards.
- Contributed to enhanced client satisfaction and retention by providing support with reporting and maintaining consistent communication regarding property performance.
- Assisted with the staffing process by adhering to company posting procedures, as well as reviewing applications, prescreening candidates, and coordinating interview schedules.
- Ensured that all new hires were effectively scheduled for onboarding and all required training programs.
- US
Fay Group, LLC
Job overview
- Company Overview: US
- Managed and oversaw the day-to-day accountability for processing and underwriting borrower requests for various loss mitigation options.
- Developed comprehensive operating plans, procedures, and capacity plans to ensure the efficient and timely processing of accounts, proactively preparing for anticipated business growth.
- Managed and oversaw the daily operations of the loss mitigation business support analyst team, including daily reporting and thorough pipeline reviews.
- Served as the primary point of contact for all audit and examination requests for the loss mitigation department, ensuring timely and accurate responses in full compliance with federal and state regulations.
- Collaborated effectively with various departments to define business requirements and develop new reports to accurately capture key compliance and Service Level Agreement (SLA) milestones.
- Meticulously documented end-to-end processes to create clear workflow maps and identify areas for potential operational improvements.
- Served as the Executive Point of Contact for the Homeowner Assistance Fund (HAF), providing continuous support and implementing updated policies and procedures to enhance quality, compliance, efficiency, and processing speed.
- US
Fay Group, LLC
Job overview
- Company Overview: US
- Managed and oversaw the daily processing and delivery of title products and services for loss mitigation options (modifications, short sales, deed-in-lieu), closings, and nationwide document recording.
- Executed effective title curative strategies, minimizing risk and potential loss exposure for the organization.
- Collaborated with internal and external leadership to develop and implement programs aimed at protecting corporate assets related to title.
- Directed the daily operations of the loss mitigation title department, including the review and resolution of title objections and the preparation of closing documents for client execution.
- Conducted thorough monthly audits on departmental work to ensure consistent compliance with established performance metrics.
- Partnered with Executive Management on a quarterly basis to evaluate vendor product costs and implement necessary adjustments to reduce operating expenses.
- Managed and monitored title curative strategies to ensure timely resolution of impediments and proactively address controllable delays in the process.
- US
AHP Servicing, LLC
Job overview
- Company Overview: US
- Strategized and executed operational process improvement roadmaps, leveraging technology and automation to enhance efficiency without compromising customer experience.
- Launched high-impact initiatives that demonstrably increased conversion rates, improved customer experience scorecard results, decreased operational costs, and reduced manual processes.
- Created a comprehensive KPI and KRI monitoring dashboard infrastructure, enabling real-time data-driven decision-making across various business units.
- Implemented precise controls and streamlined operations, transforming business processes to significantly reduce operational risk and ensure high system uptime.
- Oversaw, mentored, and guided junior staff managing day-to-day operations across multiple business units, including Cash Operations, Escrow, Loan Servicing, Loan Boarding, and Service Transfers.
- Oversaw the entire RFP process, including contract and SOW negotiations, and conducted thorough cost analysis for vendor engagements.
- Served as the primary point of contact for both vendors and internal users, effectively managing escalations and facilitating new service engagements.
- Provided in-depth expertise, guidance, and leadership across all aspects of servicing operations processes and systems.
- Successfully onboarded, supported, and managed critical system migrations and implementations, including the mortgage servicing platform and corporate telephony system.
- Oversaw the business development department, actively assisting with the sales process to attract new servicing clients and effectively address their unique needs.
- Identified and proactively managed operational risks through rigorous due diligence oversight, while continuously researching and identifying emerging industry trends and opportunities.
- Prepared and delivered compelling pitches to potential servicing clients and trading investors, effectively communicating value propositions and building relationships.
- US
Albany Bank and Trust Company, N.A.
Job overview
- Company Overview: US
- Managed and monitored a commercial real estate loan portfolio exceeding $90MM, including annual reviews and periodic site visits.
- Proactively resolved payment and other loan-related issues, ensuring portfolio health and minimizing risk.
- Evaluated and approved or recommended loan modifications, renewals, and extensions based on thorough credit, financial, and relationship assessments.
- Underwrote large and complex credit requests for C&I, commercial real estate, and construction loan borrowers, utilizing real estate analysis, cash flow, and profitability models.
- Prepared comprehensive summaries of loan analysis for management review, adhering to established credit policies.
- Consistently achieved revenue and customer retention targets by cultivating strong client relationships, delivering exceptional service, and actively developing referrals.
- Presented detailed written reports to the loan committee outlining client financial positions, cash flow, potential risks, collateral positions, and credit strengths and weaknesses.
- Provided clear recommendations for credit structure, risk rating, pricing, and credit approval based on in-depth analysis.
- Conducted thorough annual portfolio reviews for C&I, commercial real estate, and construction loan borrowers, ensuring compliance with credit policies and procedures.
- US
Education
University of Phoenix
Northern Illinois University
Skills
- Business Development
- Contract Negotiations
- Strategic & Operational Planning
- Project Management & Implementation
- People Leadership & Engagement
- Change Management
- Vendor Management
- Portfolio Management
- Budget & Internal Control Management
- Team Building
- Credit Analysis
- Business Process Management
- Organizational Management
- Financial Planning & Analysis
- Financial Management
- Collections
- Call Center Management
- Due Diligence
- Default Title
- Client relationship management
- Networking
- Strategic planning
- Account Management
- Critical Thinking
- Relationship Building
- Strategic Thinking
- Business Process Improvements
- Gap Analysis
- Technical Writing
- Project Oversight
- Team leadership
- Operations management
- Problem-solving
- Customer service
- Operational efficiency
- Client relationships
- Operations monitoring
- Customer relationship management
- Performance management
- Workflow optimization
- Staff development
- Operations oversight
- KPI tracking
- Strategic partnerships
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