Lisa Banuelos
San Bernardino,CA
Summary
Led teams with strategic vision, fostering collaboration and effective communication. Enhanced leadership skills by managing call center operations and remote teams. Implemented professional work ethics, ensuring consistent attendance and reliability. Optimized use of mortgage software, including Nice, Early Resolution System, and GEM, to streamline customer requests. Oversaw payment processing through Easy Pay and maintained customer information in MSP. Leveraged Microsoft Office Suite, including Word, Excel, Teams, and OneNote, to enhance productivity. Cultivated a customer-centric approach, prioritizing empathy and service excellence.
Overview
16
16
years of professional experience
Work History
Senior Home Preservation Specialist
Wells Fargo
San Bernardino, CA
07.2024 - 01.2026
- Assisted a homeowner in distress with Wells Fargo complex loss mitigation options.
- Customer Service, compliance, financial analysis.
- Remote worker
- Managed a pipeline of over 300+ and high-volume portfolio of delinquent mortgage accounts, guiding homeowners through the Loss Mitigation
- Ensured !00% compliance with Investor, State, and Federal guidelines (FHA, VA, Fannie Mae/Freddie Mac) during the underwriting and decision phases.
- Consistently met or monthly targets for "File Pull-Through" rates and quality assurance scores.
- Relationship & Communication Focused.
- Served as a Single Point of Contact for distressed borrowers, providing transparent updates and updates and empathy during high-stress financial situation.
- Translated complex banking terminology and legal requirements into clear , actionable steps for customers to facilitate document submission.
- Utilized advanced negotiation techniques to find "win-win" solutions that minimized loss for the bank while keeping families in their homes.
- Utilized Wells Fargo's proprietary systems to track loan status and maintain meticulous records of all borrower's interaction.
Senior Account Resolution Specialist
Wells Fargo
San Bernardino, CA
10.2009 - 07.2025
- Managed a portfolio of delinquent accounts, consistently meeting or exceeding collection targets
- Negotiated payment arrangements with customers to resolve outstanding debts while maintaining positive customer relationships
- Conducted thorough investigations into debtor's financial situations to determine ability to pay and develop appropriate repayment plans
- Maintained accurate records of all communication and actions taken regarding each account in compliance with company policies and regulations
- Responded promptly to customer inquiries regarding their accounts, providing clear explanations of outstanding balances and payment options
- Assisted team members by sharing best practices, providing guidance on challenging cases, and offering support during high-volume periods
- Participated in regular training sessions to stay updated on industry regulations, collection techniques, and software systems used for collections management
- Contributed ideas for process improvements that resulted in increased efficiency within the collections department
Education
Basic Education - Some College
San Bernardino Valley College
San Bernardino, CASkills
Demonstrated meticulous attention to detail in all tasks and projects
Facilitated collections processes to recover outstanding debts and improve cash flow
Assisted teams in completing projects on schedule and within budget constraints Supported project coordination efforts to enhance team collaboration Contributed to problem-solving initiatives to improve project outcomes
Facilitated debt collection negotiations to optimize recovery outcomes
Assisted clients in establishing manageable payment plans for debt resolution Supported team efforts in tracking payment schedules and ensuring compliance Facilitated communication between clients and creditors to promote understanding and cooperation
Attention
Timeline
Senior Home Preservation Specialist
Wells Fargo
07.2024 - 01.2026
Senior Account Resolution Specialist
Wells Fargo
10.2009 - 07.2025
Basic Education - Some College
San Bernardino Valley College