Melinda Juarez
Riverside,CA
Summary
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Successful Consultant promotes aggressive drive toward organizational change through research, optimization and systems development. Experience conferring with employees and management to address problems with internal controls and procedures negatively impacting business operations. Focused on reducing costs, streamlining processes and maximizing resource utilization.
Overview
12
12
years of professional experience
Work History
Call Monitoring Specialist
Americor Funding
Irvine, California
11.2023 - Current
- Assisted with developing action plans aimed at addressing any deficiencies discovered through call monitoring activities.
- Conducted regular call monitoring of agents to ensure adherence to company policies and procedures.
- Provided feedback and coaching to agents on their call performance.
- Documented any violations of company policies observed during monitored calls.
- Performed root cause analysis on customer complaints related to poor quality of service from agents during a call interaction.
- Provided guidance on how best to resolve customer inquiries or complaints quickly and effectively.
- Tracked compliance with departmental standards for each monitored call.
- Created training materials for new hires related to call monitoring techniques and best practices.
- Reviewed recordings of past calls between customers and agents in order to provide constructive criticism or praise as appropriate.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
Mortgage Default Specialist
Loandepot
Irv, California
01.2017 - 11.2023
- Collaborated with attorneys, trustees, and other third-party vendors during the foreclosure process.
- Monitored delinquent accounts, investigated payment histories, and identified potential solutions to prevent foreclosure.
- Managed a portfolio of high-risk mortgages through all stages of delinquency and default resolution processes.
- Identified potential violations of state laws related to mortgage servicing practices.
- Analyzed financial data such as income statements and balance sheets to determine borrower's ability to repay debts.
- Resolved disputes between lenders and servicers and borrowers over terms of loan agreements.
- Negotiated repayment plans with borrowers in order to bring their accounts current or avoid foreclosure proceedings.
- Reviewed mortgage loan documents for accuracy and completeness.
- Reviewed legal documents related to mortgage foreclosures such as deeds of trust, promissory notes, and affidavits.
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
- Reviewed customer feedback regularly to identify areas for improvement or potential issues.
- Ensured compliance with all applicable laws, regulations, and standards related to customer service operations.
- Coached team members on problem solving techniques when dealing with challenging customers.
- Conducted regular meetings with the customer care team to ensure quality performance and productivity.
- Provided guidance on complex technical problems or difficult customer interactions.
- Analyzed call center data for trends in order to recommend process improvements.
- Monitored customer satisfaction levels through surveys and feedback.
Foreclosure Prevention Specialist
Credit.org
Riverside, California
03.2012 - 05.2016
- Investigated claims of mortgage fraud or predatory lending practices by lenders.
- Identified alternative solutions for clients unable to qualify for traditional loan modification programs.
- Reviewed loan applications to determine eligibility for foreclosure prevention services.
- Provided counseling and guidance to struggling homeowners regarding their options for avoiding foreclosure.
- Processed incoming requests from homeowners seeking assistance with preventing foreclosure.
- Assisted clients with completing required paperwork associated with loan modification applications.
- Prepared written correspondence such as letters, emails, and notices related to foreclosure prevention cases.
- Analyzed credit reports, income statements, tax returns, bank statements, and other documents related to a borrower's financial situation.
Education
High School Diploma -
Santa Ana High School
Santa Ana, CA06-1986
Skills
- Compliance Monitoring
- Teamwork and Collaboration
- Organizational Skills
- Problem-solving abilities
- Goal Setting
- Team building
- Business Analysis
- Time Management
- Active Listening
- Multitasking
- Written Communication
- Excellent Communication
- Relationship Building
- Effective Communication
- Attention to Detail
Timeline
Call Monitoring Specialist
Americor Funding
11.2023 - Current
Mortgage Default Specialist
Loandepot
01.2017 - 11.2023
Foreclosure Prevention Specialist
Credit.org
03.2012 - 05.2016
High School Diploma -
Santa Ana High School