NICHOLINA QUINATA
VANCOUVER,WA
Summary
Skilled professional with over 17 years of experience in financial industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Specializes in Seller's, Purchase's, Refinance, Reverse Mortgage, HELOC, HECM, FHA/VA loans, Applications & more.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Block Advisors
12.2022 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services, and company information
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Managed 10-20 clients daily in office
Mortgage Loan Closer
Wells Fargo Home Mortgage
08.2016 - 11.2022
- Communicated closely with inter-company staff members to promote quick and effective loan workflow
- Prepared all paperwork for loan package and arranged final closing meeting
- Provided highest level of service and support to customers, closing agents and realtors
- Reviewed mortgage documents for accuracy, which included title abstract and insurance forms
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings
- Checked loan documents for accuracy prior to closing
- Pleasantly answered questions from customers, typically returning calls within 24 hours
- Reviewed loan files and updated to match current standards
- Worked with underwriters to fix application problems and resolve issues
- Fielded customer complaints and provided solutions
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates
- Explained different types of loans pertaining to client situations
- Monitored portfolio performance and provided clients with periodic updates on loan progress
Collections Team Lead, Mortgage
Wells Fargo, NA
06.2013 - 08.2016
- Provided new hire support, fostered employee relations, and defined clear targets and objectives for all 112 team members
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Worked in call center environment handling manual and automatically dialed outbound calls
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions
- Developed strong relationships with customers to foster timely payments and account resolution
- Negotiated payment plans with customers to prevent accounts from entering collections
- Collaborated with other departments to verify customer compliance with payment plans
- Entered client details and notes into system for interdepartmental access and review
- Researched billing errors and discrepancies to initiate corrective action
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms
- Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance
Home Preservation Specialist 2
Wells Fargo, NA
08.2011 - 06.2013
- Maintained and updated all portfolios by state given by foreclosure management
- Performed proper calculations and prepared payoff figures
- Prepared all notices of default as per terms of deed of trust on mortgage
- Reviewed and executed confidential documents, contracts and disclosures
- Reviewed loan and foreclosure documents and verified for accuracy
- Identified and researched any discrepancies in financial documents
- Gathered information regarding lien payoff amounts, tax data and credit standing
- Analyzed foreclosure sale bids, judgments, reinstatements and payoffs
- Evaluated foreclosure litigation paperwork, affidavits and post-sale documents
- Managed and responded to correspondence and inquiries from customers and vendors
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers
- Streamlined daily reporting information entry for efficient record keeping purposes
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy
- Managed 100+ accounts daily
Collections Specialist
Wells Fargo Financial
10.2006 - 08.2011
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Processed payments and applied to customer balances
- Negotiated to collect balance in full
- Worked in call center environment handling manual and automatically dialed outbound calls
- Researched accounts and completed due diligence to resolve collection problems
- Maintained high volume of calls and met demands of busy and productive group
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes
- Trained new team members on scripts, company services, and collection strategies
- Managed pipeline of 100+ accounts daily
Skills
- Complaint resolution
- Multi-line phone talent
- POS systems expert
- Payment collection
- Loan expert (FHA, VA, Refinance, Purchases)
- Training and Development
- Documentation Management
- Multitasking Abilities
- Flexible and Adaptable
- Problem-Solving
Certification
Professional Mobile Notary Services.
Notary Commissioned in WA State.
NNA National Notary Associations
WA E&O Insured.
Timeline
Customer Service Representative
Block Advisors
12.2022 - 04.2023
Mortgage Loan Closer
Wells Fargo Home Mortgage
08.2016 - 11.2022
Collections Team Lead, Mortgage
Wells Fargo, NA
06.2013 - 08.2016
Home Preservation Specialist 2
Wells Fargo, NA
08.2011 - 06.2013
Collections Specialist
Wells Fargo Financial
10.2006 - 08.2011
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