Maleena Mercedes Mantua
Escalon,CA
Summary
Finance professional with a proven track record in loan counseling, client advisory services, and delivering tailored financial solutions. Highly skilled Loan Specialist with extensive experience in data accuracy, security, payment scheduling, and credit history review. Recognized for building strong client relationships, providing exceptional customer service, and conducting thorough risk assessments and financial analyses. Collaborative, results-driven, and adaptable to evolving requirements, consistently contributing to team success. Proficient in Microsoft Suite, Blitz, Salesforce, Workday, Paycom, Dayforce, ADP Workforce, and Amazon Workspace.
Overview
11
11
years of professional experience
Work History
Senior Loan Counselor
Planet Home Lending
01.2021 - Current
- Assisting high volumes of clients in determining cures and implementing suitable resolutions for their delinquent loans.
- Train, supervise, and provide feedback to new team members while simultaneously maintaining standards on individual duties.
- Resolved escalations promptly and professionally to ensure a positive client experience.
- Coordinated with underwriters and processors to expedite loan approvals and address discrepancies.
- Cross trained across multiple departments to relieve with workload.
- Analyzed financial documents to determine loan suitability and risk factors.
- Streamlined application processes to enhance client experience and reduce turnaround time.
- Maintained up-to-date knowledge of lending regulations and compliance standards.
- Use ERP systems to track and analyze monthly performance, supporting data-driven decisions that helped ensure monthly goals were met.
Account Assistor
Performant Recovery Inc
10.2017 - 12.2021
- Consistently achieved daily call requirements while maintaining call quality standards each month.
- Received in depth annual training to stay up to date with rules, laws and regulations per collection requirements.
- Received IRS clearance for safeguarding and reporting confidential client data.
- Negotiated terms and conditions with clients to help them achieve their goals under strict deadlines.
- Utilized online skip tracing methods to locate and contact personnel
- Managed collection of overdue taxes, ensuring compliance with local regulations.
- Streamlined payment processing procedures to enhance efficiency and reduce errors.
- Maintained up-to-date knowledge of federal, state, and local tax laws, ensuring accurate application in all cases.
Scheduling Coordinator
Restoration Hardware
07.2014 - 10.2017
- Managed vendor relationships related to service appointments, ensuring compliance with company standards.
- Coordinated scheduling for multiple departments to optimize resource allocation and workflow efficiency.
- Resolved customer inquiries efficiently via phone, email, and chat platforms.
- Handled escalated issues by collaborating with cross-functional teams for timely solutions.
- Managed calendar systems, optimizing appointment scheduling and minimizing conflicts across departments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Genreal Studies -
San Joaquin Delta College
Stockton, CA05.2018
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Manteca High School
Manteca, CA05.2014
Skills
- Customer Relationship Management (CRM)
- Data Entry
- Problem Solving
- Cross-functional collaboration
- Administrative Support
- Account Management
- Conflict Resolution
- Credit analysis proficiency
- Loan processing
- Documentation review
- Attention to detail
Accomplishments
Maintained a top-three producer ranking within the West Coast regional office.
Timeline
Senior Loan Counselor
Planet Home Lending
01.2021 - Current
Account Assistor
Performant Recovery Inc
10.2017 - 12.2021
Scheduling Coordinator
Restoration Hardware
07.2014 - 10.2017
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Manteca High School
Genreal Studies -
San Joaquin Delta College