Luz Bonilla

• Executed daily tasks with precision and efficiency.
• Reviewed incoming mail, prioritizing items based on urgency and compliance requirements.
• Ensured adherence to departmental guidelines during mail processing activities.
• Processed automated letter requests, producing correspondence while guaranteeing 100% compliance with service level standards.
• Maintained professional demeanor in all interactions with team members and internal departments.

Complied with all department and company policies and procedures.

• Communicated with customers to resolve outstanding balances and payment options.
• Analyzed account statuses to identify issues and implement resolution strategies.
• Managed inbound and outbound calls for accounts 89-120 days delinquent.
• Validated account information and established repayment plans to restore account status.
• Conducted search and skip tracing for vehicle location using available tools.

• Managed inbound calls from Notary agents to verify loan document statuses and schedule signings.
• Processed files and mail for National Recording Center, ensuring compliance with state regulations.
• Archived essential documents, including Power of Attorney and Divorce Decree, to complete loan packages.
• Executed clerical duties following established procedures.
• Entered loan numbers into spreadsheets of received Loan Packages, distributing tasks by agent.
• Uploaded documents into digital reports for enhanced future reference.
• Forwarded email inquiries regarding file statuses to ensure timely responses.
• Assisted customers with returned documents to expedite issue resolution.
• Complete task of check received(good funds).

• Facilitated collection calls to secure timely payments from clients.
• Managed inbound and outbound calls regarding accounts 89-120 days delinquent.
• Verified account details and updated contact information for accuracy.
• Processed payments over the phone via Western Union or On Demand system.
• Identified candidates for payment plans and workout options to update accounts.
• Offered alternatives including HAMP, Traditional Modification, Short Sale, or Deed in Lieu of Foreclosure.
• Requested attorney fees through task management for processing.

Managed inbound and outbound calls for accounts with 89 to 120 days of delinquency in the FHA Collections Agent Spanish Department.

Handle early-stage delinquency loans, such as VA, FHA, and Farm.

• Gathered client information and addressed inquiries, enhancing service delivery.
• Managed 80 to 90 daily calls while providing transitional sales support.
• Resolved billing disputes and handled challenging customers to uphold satisfaction levels.
• Educated homeowners on loan types and identified cross-selling opportunities.
• Delivered bilingual translation services to improve client communication.
• Efficiently updated and paid current and delinquent property taxes.
• Processed corrections from Taxing Authorities to ensure accurate escrow account billing.
• Verified legal descriptions on loan documents for accuracy of Parcel information.

• Resolved customer inquiries and addressed issues, enhancing overall satisfaction.
• Guided customers on feature operation, voicemail programming, and equipment usage.
• Educated customers on billing charges, resolving discrepancies and processing credits.
• Trained on projects including Bell South, AT&T Verification, and Best Buy.com.