Summary
Overview
Work History
Skills
Personal Information
Timeline
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Monique Beltran

Portland,OR

Summary

Experienced Loan Servicing Specialist with years of comprehensive experience in loan origination, collections, loss mitigation, along with several years of management and leadership skills. Excellent communication and interpersonal skills, thorough knowledge of credit and collection methods and principles. Able to demonstrate and exceed quality and productivity levels to ensure operational goals are met. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets. Expertise includes reviewing and validating personal, employment and financial histories for each applicant. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills.

Overview

18
18
years of professional experience

Work History

Home Retention Outreach Specialist III

New American Funding
12.2021 - Current
  • At New American Funding my role is to assist borrowers who are in in default on their mortgage loans and help find solutions for maintaining home ownership
  • As a Home Retention agent, I am expected to engage, understand, and advise borrowers of available options to resolve mortgage delinquency and default and submit required information to investors to obtain approval of eligible workout options, as well as exploring loan liquidation options when home retention is not feasible.
  • Assisted in conducting needs assessments to identify key areas of service needs.
  • Developed and maintained relationships with community organizations and agencies.

Remediation Specialist

Cenlar FSB
07.2019 - 12.2021
  • The details of my position, was in-depth customer service focused role to manage customer experiences through researching, resolving, and responding to customer escalations, primarily Loss Mitigation, Covid-19 relief option complaints
  • Accurately identifying root causes and following through with remediation, also working closely with internal/external business partners (clients, vendors) on daily requests/inquiries to, review, research and respond to complaints , perform root cause analysis, make decisions based on documented procedures to accurately respond, Utilize effective de-escalation skills to create exceptional borrower experiences, also keep update to date with new rules and regulations in conjunction with federal and state requirements and complying with control and risk management practices.
  • Enhanced site safety by implementing thorough risk assessments and remediation plans.

Single Point of Contact Specialist

Ditech Financial LLC
08.2018 - 07.2019
  • The details of my position, is to counsel both current and delinquent customers with any and all loan servicing issue, While maintaining excellent Customer Service skills, such as; detailed and accurate account updates, determining eligibility factors while explaining advantages and disadvantages of programs and policies base on Investor and loan type, escrow analysis, roll backs, Repayment terms, Reinstatement terms, Investor loss mitigation options, as well as state and federal legal requirements (FDCPA & CFPB) with regard to collections
  • While regularly updating Department Managers on status of accounts and special situations, along with any other job responsibilities requested by management.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.

Legal Collections Team Lead

Zwicker & Associates, P.C
01.2017 - 08.2018
  • The details of my job duties include but not limited to, Ensuring all collectors follow the mandates of Federal, State, Client and the Company's compliance procedures, to reduce violations and ensure proper collection practices
  • Assisting upper Management with identifying opportunities to train, develop and mentor individuals to become strong collectors, monitoring calls, completing spot audits, plan and implement team goals and objectives to ensure targets are met.
  • Achieved performance goals on consistent basis.
  • Led a team of collectors, resulting in reduced past-due balances and increased revenue.

High Risk Loan Servicing Specialist

Flagship Credit Acceptance
01.2014 - 01.2016
  • Responsible for contacting past due customers on active auto loans to reestablish regular monthly payment, this also includes helping the customer to strategize based on their financial situation, offering company assistance on eligible accounts to bring resolution, while building a pleasant rapport with the customer.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Analyzed financial statements for risk assessment during underwriting process, contributing to higher quality loan portfolio growth.

Commercial Legal Account Manager

Law Offices of Mark A. Kirkorsky P.C
03.2013 - 07.2014
  • The detail of my position specialized in third party collections on commercial accounts
  • This included high energy phone communications, skip tracing skills and knowledge of construction laws nationwide, also working directly with Attorney's, Credit Managers and State Registrar of Contractors Officials.
  • Contributed to team objectives in fast-paced environment.
  • Trained new employees on customer service, money handling and organizing strategies.

Post-Judgment Collector

Law office of Hunt & Henrique
01.2009 - 01.2012
  • The detail of my position, was to provide excellent customer service while working with the consumer, attorney, realtor or 3rd party working on the consumer's behalf to resolve their unpaid judgment accounts
  • If unable to resolve the account on a voluntary basis, location of the consumer's assets would follow
  • Once the judgment was enforced, I was responsible to service the account until satisfied, while staying in compliance with all applicable; Federal, State, and local law regulations.
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.

Loan Servicing Specialist III

Wells Fargo/Wachovia
01.2006 - 01.2008
  • Details of my position; Specialized in the collection of past due auto loans in the 1-90 day delinquency range
  • I contacted customers by telephone manually and with a predictive dialer, determining reason for non-payment, coming up with payment arrangements; if none could be reached, an appropriate course of action to deal with delinquency would be submitted for management review.
  • Negotiated payment agreements with delinquent borrowers, reducing loss exposure while maintaining positive customer relations.
  • Participated in continuous improvement initiatives aimed at enhancing operational efficiency within the Loan Servicing department.

Skills

  • Customer Service
  • Mortgage Servicing
  • Fair Housing Regulations
  • Loss Mitigation
  • Quality Assurance
  • Legal Research
  • Customer service
  • Customer retention

Personal Information

Willing To Relocate

Timeline

Home Retention Outreach Specialist III

New American Funding
12.2021 - Current

Remediation Specialist

Cenlar FSB
07.2019 - 12.2021

Single Point of Contact Specialist

Ditech Financial LLC
08.2018 - 07.2019

Legal Collections Team Lead

Zwicker & Associates, P.C
01.2017 - 08.2018

High Risk Loan Servicing Specialist

Flagship Credit Acceptance
01.2014 - 01.2016

Commercial Legal Account Manager

Law Offices of Mark A. Kirkorsky P.C
03.2013 - 07.2014

Post-Judgment Collector

Law office of Hunt & Henrique
01.2009 - 01.2012

Loan Servicing Specialist III

Wells Fargo/Wachovia
01.2006 - 01.2008

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Monique Beltran