Lauren Escalante
Chicago,IL
Summary
Dedicated Collections Representative with over 10 years of experience in both first-party and third-party collections environments. Proficient in handling inbound and outbound calls to resolve customer inquiries and collect delinquent balances effectively. Skilled in developing and executing optimal contact strategies to minimize losses and meet established goals. Strong communicator with a proven ability to negotiate repayment plans and resolve credit disputes promptly. Detail-oriented and knowledgeable in collections laws and regulations, committed to maintaining high performance standards in a challenging, fast-paced setting.
Overview
12
12
years of professional experience
Work History
Loan Processor/RESPA Coordinator/Loan Servicing Quality Assurance
Wintrust Mortgage
04.2016 - 03.2023
- Conducted quality assurance reviews of loan servicing processes to ensure compliance with company policies and regulatory requirements
- Reviewed 25 loans per day, documentation, including payment processing, escrow analysis, and customer communications, for accuracy and completeness
- Identified discrepancies, errors, and potential areas of risk in loan servicing operations and recommend corrective actions with 0% error rating
- Developed and maintain quality assurance procedures, checklists, and documentation
- Collaborated with internal teams, including loan servicing, compliance, and risk management, to address quality issues and implement process improvements
- Reviewed loan files and documents to ensure compliance with RESPA regulations and guidelines
- Coordinated preparation and delivery of initial and revised loan estimates and closing disclosures to borrowers in accordance with RESPA timelines
- Verified accuracy of loan fees, charges, and other settlement costs disclosed to borrowers
- Communicated with loan officers, processors, underwriters, closing agents, and other parties to resolve RESPA-related issues and discrepancies
- Maintained thorough documentation of RESPA compliance efforts, including audit trails, correspondence, and disclosures
- Reviewed mortgage loan applications for completeness and accuracy, ensuring all required documents are included
- Verified borrower information, including employment, income, assets, and credit history
- Ordered and review necessary documentation, such as appraisals, title reports, and flood certifications
- Communicated with borrowers, loan officers, underwriters, and third-party vendors to gather additional information and resolve any issues
- Prepared and submit mortgage loan files to underwriting for approval, ensuring compliance with company policies and regulatory requirements
- Coordinated with closing agents, title companies, and other parties to schedule loan closings and ensure timely funding
- Updated loan status in loan origination system and track progress of each loan file through approval process
- Provided excellent customer service to borrowers, answering questions and addressing concerns throughout loan process.
Loan Opener/Jr. Loan Processor
BBMC Mortgage, LLC.
06.2014 - 03.2016
- Ensured accuracy of borrower information, loan program set-up, and lender & title fees prior to initial loan disclosure
- Reviewed signed borrower loan disclosures and supporting documents for completeness
- Calculated and verified borrower income for loan eligibility assessment
- Managed all 3rd party requests and prepared loans for underwriting submission
- Facilitated scheduling of closings with all affiliated parties.
Operations Assistant
Guaranteed Rate Inc.
10.2010 - 11.2013
- Assisted in review of loan documents for Senior Processors in preparation of underwriting review submission
- Managed requests for all 3rd party verifications
- Reviewed condo documents to ensure compliance with investor guidelines
- Submitted subordination agreement requests for underwriter review
- Assisted in clearing outstanding underwriting conditions and preparing loans for closing.
Education
Skills
- Credit analysis
- Skip Tracing
- Account Review
- Collections
- Attention to Detail
- Organizational Skills
- Inbound-Outbound Calling
- Managing Delinquent Accounts
- Goal-Oriented
- Account Reconciliation
- Financial Management
- Negotiation and Resolution
- Customer Relationship Management
- Quality Standards Compliance
Timeline
Loan Processor/RESPA Coordinator/Loan Servicing Quality Assurance
Wintrust Mortgage
04.2016 - 03.2023
Loan Opener/Jr. Loan Processor
BBMC Mortgage, LLC.
06.2014 - 03.2016
Operations Assistant
Guaranteed Rate Inc.
10.2010 - 11.2013
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