Leticia Steinhaus
Los Angeles,Ca
Summary
Assisted clients in navigating mortgage options to enhance customer satisfaction.,Supported efforts to build a robust client base by delivering exceptional service.,Expanded knowledge of banking procedures to improve collaboration within the mortgage department.
Overview
10
10
years of professional experience
Work History
Collections Team Lead
Guild Mortgage
Remote
08.2023 - Current
- Working in the collections queue, I take about 40-60 phone calls daily to assist borrowers out with payments, Mortgage assistance options, Forclosure sale date , getting accounts current and answering any questions they may have . I handle account, that are behind from one months to behind 9 months and are currently in foreclosure , I am also the team lead and assist with de-escalating phone calls, I also help our borrowers apply for assistance and submit for applications and deadline on their assistance options, I multi-task in my position since we send out emails , phone call to our borrowers and use our teams chats for help with calls
Escrow Assistant
Hallmark Escrow
04.2023 - 08.2023
- I would assist my escrow officer with opening escrow account from the start to the end of the escrow. I would submit buyer and seller packages with information updates and work info and request theirs taxes from their state and insurance to start the escrow . I would request payoffs from their mortgage companies for the close of escrow and make sure the dates match the dates on the contact they signed . I would work with the Realtors on the status of the escrow and review all Sale contracts. I would have sure they would pay the down payment and make sure they would get receipts and would assist buyers and sellers fill out their packages for the start of the escrow
Mortgage Loan Processor
Unisource
03.2019 - 04.2020
- Facilitated timely tax bill payments for lenders through thorough document processing. Enhanced accuracy of closing documents by identifying missing signatures. Achieved streamlined record management by digitizing all paperwork.
- Managed relationships with third-party servicing companies to enhance operational efficiency for private lenders.
Customer Service Rep
FCI lender Services
01.2018 - 03.2019
- Oversaw call queue operations, handling between 80 to 100 client calls daily related to loan servicing and online access. Facilitated loan payment processing for clients, ensuring timely financial transactions. Supported borrowers in navigating online portal, enhancing their access to essential loan documents and services.
- Coordinated with private lenders to facilitate mortgage servicing, maintaining high standards of accuracy and responsiveness.
Customer Service Representative
US Bank
01.2017 - 01.2018
- Oversaw bank transaction processing for one year in a temporary role. Led customer support initiatives in a call queue to enhance client payment experiences. Facilitated borrower education on loan terms, payment structures, and escrow management.
Appraisal Coordinator
Property Rate
03.2016 - 01.2017
- Directed appraisal identification and qualification processes to meet lender order requirements. Managed communications with appraisers, focusing on order specifics such as addresses and images, while preparing borrowers for property assessments. Optimized order fulfillment through proactive communication and coordination with appraisal teams.
- Coordinated appraisal assignments and vendor relationships to optimize workflow and maintain quality standards.
Education
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Long beach Community college
Long Beach, CA06.2012
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Renaissance High School of the arts
Long beach, Ca01.2011
Skills
- Facilitated effective communication with team members and clients
- Provided support in both English and Spanish to enhance customer interactions
- Executed typing tasks at an efficient rate of 45 words per minute
- Assisted in resolving customer inquiries to improve service satisfaction
Languages
Spanish
Full Professional
Timeline
Collections Team Lead
Guild Mortgage
08.2023 - Current
Escrow Assistant
Hallmark Escrow
04.2023 - 08.2023
Mortgage Loan Processor
Unisource
03.2019 - 04.2020
Customer Service Rep
FCI lender Services
01.2018 - 03.2019
Customer Service Representative
US Bank
01.2017 - 01.2018
Appraisal Coordinator
Property Rate
03.2016 - 01.2017
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Renaissance High School of the arts
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Long beach Community college