Laura Castillo
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple tasks/priorities with a positive attitude. Detailed-oriented with excellent customer service, organization, and time management skills. Experienced Loan Operations Specialist seeking to maintain a full-time position that will strongly support extensive banking operations management skills in Phone banking, Escrow, Foreclosure, and Home Retention. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Wells Fargo Home Preservation Loan Underwriter
Wells Fargo
06.2020 - 03.2024
- Lead complex initiatives with broad impact and act as a key participant in the development of projects for Underwriting.
- Collaborate and consult with professionals and management to resolve problems and achieve objectives.
- Evaluate complex processes or tasks that may require research into the cause and effect of challenges to projects or procedures.
- Analyze, review, and use critical thinking skills to make decisions on products within company and industry guidelines
- Monitor delinquency, loss, and risk rating accuracy across groups of regions, states, or business units.
- Effectively manage, and process, pipeline of loans within strict timelines
- Assisted in developing company-wide underwriting policies, ensuring consistency across multiple locations.
- Improved loan approval rates by conducting thorough risk assessments and evaluating borrowers'' financial capabilities.
- Assisted in the implementation of new technology solutions designed to streamline workflow processes for faster decision-making capabilities across the organization's underwriting department
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Managed a diverse portfolio of mortgage loans, maintaining strict attention to detail when reviewing applications for accuracy and completeness.
- Enhanced customer satisfaction by providing timely and accurate loan decisions based on comprehensive analyses.
- Processed loan applications and monitored progress from start to finish.
- Monitored pipelines to track and log the status of loans.
Wells Fargo Home Preservation Re-Entry Specialist 2
Wells Fargo
06.2016 - 05.2020
- Supported Loan Mitigation, Bankruptcy, Litigation and Foreclosure Departments
- For FHA, USDA, and VA
- Interpreted clients' needs and introduced services to fit specific requirements.
- Proficient in handling Liquidation options; Short Sale, Deed in Lieu, and Foreclosure
- Serve as the single point of contact to borrowers and/or agencies whose loans are delinquent or at high risk for delinquency and/or foreclosure
- Provide dynamic customer service skills catering to extremely sensitive subject matter and individual situations
- Serve as the single point of contact to borrowers and/or agencies whose loans are delinquent or at high risk for delinquency and/or foreclosure
- Responsible for analyzing the borrower's financial situation and making recommendations on loan modifications/workout options to resolve delinquency
- Served as peer mentor for new hires and provided peer coaching to team members around quality calls
- Risk management- Distinguishing authorized/unauthorized parties to receive loan data
- Ultimately, it protects the business and reputational risks involved
- Developed strong client relationships through consistent communication and attentive service.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Took on many responsibilities for my manager and department managers such as ownership items, special projects, and new hire class training.
- Followed all company policies and procedures to deliver quality work.
Wells Fargo Loan Service Specialist 4
Wells Fargo
12.2014 - 05.2016
- Generated modification letters/step rate notices that need to be created with the correct interest rates and payments to the borrower and meet deadlines
- Served as a foreclosure specialist to provide our customers with options to take their home out of foreclosure or bring their loans current
- Promoted twice within the year to a specialty team to help customers with short-sell options for up to a $3,000.00 incentive
- Reviewed a second audit on generated modification letters
- Assigned special projects to validate the accuracy of modification dates, and rates and compared to imaged documents
- Internal system of record
- Escalated internal/outbound calls.
- Developed comprehensive reports detailing key performance indicators for management review, facilitating informed decision-making on future lending strategies.
- Managed a high volume of loan applications, prioritizing tasks and ensuring timely completions for enhanced customer satisfaction.
- Improved loan processing efficiency by streamlining documentation procedures and reducing paperwork redundancies.
- Proved successful working within tight deadlines and a fast-paced environment.
- Evaluated loan requests and documents to verify accuracy and completeness.
Wells Fargo Customer Service Representative
Wells Fargo
09.2012 - 12.2014
- Supported Loan Mitigation, Bankruptcy, Liquidation, Foreclosure and Reverse Mortgages
- Resolved unique issues by researching SOP and providing updates to the team
- Researching loans to assist in providing information for manager reports
- Daily manage Liquidation pipeline management of 350+ loans with specific timelines
- Demonstrated ability to be able to work in a variety of environments and with a variety of personalities
- Risk management- Distinguishing authorized/unauthorized parties to receive loan data
- Manage to be a top Performer
- Working Knowledge CPI/ RMS.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Developed strong relationships with customers by actively listening, understanding their needs, and providing relevant solutions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Edgewood High
San Antonio, TX06.1996
Skills
- Speak English and Spanish
- Microsoft Office: Word, Excel and Power Point, Microsoft Outlook
- IAM Workflow, CPI/Director, Web Query, LPS, AACER, Instant Messaging, Reverse Mortgage System, ICMP, Indigo
- Credit analysis
- Risk evaluation
- Loan structuring
- Customer service-focused
- Decision-Making
- Income Evaluation
- 10-Key Data Entry
Timeline
Wells Fargo Home Preservation Loan Underwriter
Wells Fargo
06.2020 - 03.2024
Wells Fargo Home Preservation Re-Entry Specialist 2
Wells Fargo
06.2016 - 05.2020
Wells Fargo Loan Service Specialist 4
Wells Fargo
12.2014 - 05.2016
Wells Fargo Customer Service Representative
Wells Fargo
09.2012 - 12.2014
High School Diploma -
Edgewood High