Malissa Juarez
Mortgage Specialist
Justin,TX
Summary
Dedicated professional with a strong background in mortgage processing. Skilled in customer service and problem-solving, consistently achieving high client satisfaction and retention rates.
Adaptable mortgage professional with expertise in problem-solving and time management. Known for effectively collaborating with diverse teams and improving client experiences through transparent communication and personalized service.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
21
21
years of professional experience
Work History
Proficiency Coach
Bank of America
Fort Worth, TX
09.2005 - 11.2018
- Coached mortgage specialists to improve proficiency in systems, processes, customer communication, and documentation quality.
- Conducted one‑on‑one coaching sessions, side‑by‑sides, and targeted skill refreshers to help team members meet performance standards.
- Delivered training on modification, assumption, and loss mitigation workflows, ensuring compliance with investor and regulatory requirements.
- Reviewed calls, files, and case notes to identify errors, trends, and opportunities for improvement.
- Collaborated with supervisors, trainers, and quality teams to enhance training materials, job aids, and curriculum.
- Provided ongoing support to new hires during onboarding and post‑training ramp‑up.
- Helped team members strengthen time management, communication, accuracy, and system navigation.
- Monitored individual performance metrics and coached employees to meet or exceed goals.
- Served as a knowledge resource for policy changes, system updates, and new procedures.
- Fostered a positive learning environment built on encouragement, accountability, and continuous improvement.
Collections Supervisor
Bank of America
Fort Worth, TX
09.2005 - 11.2018
- Supervise a team of collection agents to achieve daily, weekly, and monthly performance goals.
- Monitor calls, account handling, and system documentation to ensure quality, accuracy, and compliance.
- Provide regular coaching, feedback, and performance reviews to improve efficiency and effectiveness.
- Manage escalated borrower situations, resolving issues with professionalism and adherence to company and regulatory standards.
- Analyze team performance metrics, delinquency trends, and strategy effectiveness to implement improvements.
- Train new hires and provide ongoing development to ensure understanding of systems, processes, and guidelines.
- Partner with leadership, QA, and training teams to reinforce policy changes and optimize workflows.
- Hold team meetings, host skill-building workshops, and foster a positive, productive team environment.
Assumption Intake
PennyMac Loan Services
Ft Worth, Texas
09.2024 - Current
- Processed borrower assumption applications, verifying documentation for accuracy and compliance.
- Communicated with borrowers and internal teams to resolve documentation issues and move files through the pipeline.
- Entered and maintained accurate data within loan servicing systems while meeting strict deadlines.
- Ensured adherence to regulatory, investor, and company guidelines throughout the assumption intake process.
- Provided professional customer service and clear guidance on requirements and next steps.
Mortgage Specialist-Mod Spoc II
PennyMac Loan Services
Ft Worth, Texas
05.2019 - Current
- Serve as a Single Point of Contact (SPOC) for borrowers navigating the loan modification and loss mitigation process, providing consistent updates and clear explanations of requirements.
- Review, analyze, and verify borrower financial documentation—including income, bank statements, hardship letters, and tax returns—to determine eligibility for modification options.
- Guide borrowers through the modification pipeline, ensuring all required items are collected, accurate, and submitted within established timelines.
- Communicate complex modification processes in a simple, empathetic, and professional manner to help borrowers understand their options and next steps.
- Maintain detailed and accurate notes, ensuring files remain compliant with investor, regulatory, and internal audit standards.
- Collaborate with underwriting, processors, and other internal teams to move files efficiently and resolve escalations.
- Manage a high-volume caseload while consistently meeting turnaround times, service-level agreements, and quality expectations.
- Adapt quickly to system updates, new policies, and investor guideline changes to ensure continued compliance.
- Recognized for strong communication, reliability, teamwork, and a positive, solutions-focused attitude.
Education
High School Diploma -
LD Bell High School
Hurst, TX05-1985
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Active listening
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
Timeline
Assumption Intake
PennyMac Loan Services
09.2024 - Current
Mortgage Specialist-Mod Spoc II
PennyMac Loan Services
05.2019 - Current
Proficiency Coach
Bank of America
09.2005 - 11.2018
Collections Supervisor
Bank of America
09.2005 - 11.2018
High School Diploma -
LD Bell High School