Rachel Ortiz
Enola,PA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
Loan Servicing Specialist
Missouri Higher Education Loan Authority (MOHELA)
09.2023 - Current
- Research and analyze accounts via reports, queues, and correspondence for all loan programs serviced by MOHELA
- Complete assigned correspondence/tasks in a timely and accurate manner
- Forward adjustments to the appropriate department to complete resolve account discrepancies
- Daily tracking and reporting of tasks completed
- Provide quality customer service for all types of customer communication
- Take the appropriate action to change/maintain all applicable account information based on MOHELA guidelines/procedures and State and Federal Regulations
Compliance Specialist
EdFinancial Services
12.2022 - 09.2023
- Provide assistance with program and company audits
- Conduct/participate in the formal compliance risk assessment process. Conduct continuous compliance monitoring events using methodologies which will prepare the business functions for external audits ensuring documented processes adhere to published controls
- Assist manger in gathering data to evaluate issues and trends, propose initiatives which address and close out identified trends, support quality improvement, and company objectives
Customer Service Lead
Pennsylvania Higher Education Assistance Agency (PHEAA)
10.2014 - 10.2022
- Handle 90+ calls daily, with duties including de-escalating escalated borrowers, filing complaints, and helping regular customer service representatives with account questions while on main line calls
- Handle account review requests submitted by regular customer service representatives during calls and performed call backs after reviews completed
- Assisted with training classes
- Trained classes on processing
- Peer mentored/coached team members to improve production and stats
- Completed projects using Microsoft Excel
- Drafted processing procedures using Microsoft Word
- Created training and meeting presentations using Microsoft PowerPoint
Customer Service Representative II
Pennsylvania Higher Education Assistance Agency (PHEAA)
03.2013 - 10.2014
- Handled 90+ calls daily with duties including de-escalating escalated borrowers by handling their needs and filing complaints
- Process incoming forms/requests from borrowers and applying deferment and forbearances to accounts. Determined forgiveness eligibility and if eligible forwarded requests to Federal Student Aid (FSA)
Customer Service Representative I - Skiptrace
Pennsylvania Higher Education Assistance Agency (PHEAA)
03.2012 - 03.2013
- Handled 30+ calls daily with duties including making outgoing calls to borrower’s references to obtain valid contact information for borrowers due to invalid contact information on file
- Processed incoming correspondence from schools or borrower’s references replying to our requests for updated contact information for borrowers
Collections Representative I
Pennsylvania Higher Education Assistance Agency (PHEAA)
08.2010 - 03.2012
- Performed 90+ outgoing calls daily to borrowers with intension to resolve a delinquency on their account
- Took check by phone payments and debit card payments
- Reviewed eligibility for deferments or forbearances
- Reviewed eligibility for deferments or forbearances
- Determined long term solutions to avoid future delinquencies such as lower monthly payments to a more affordable amount
Education
High School Diploma - undefined
Red Land High School
06.2010
Skills
- Strong analytical skills
- Payment processing
- Loan servicing experience
- Loan processing expertise
- Customer service
- Time management
- Attention to detail
- Multitasking
- Reliability
- Organizational skills
Timeline
Loan Servicing Specialist
Missouri Higher Education Loan Authority (MOHELA)
09.2023 - Current
Compliance Specialist
EdFinancial Services
12.2022 - 09.2023
Customer Service Lead
Pennsylvania Higher Education Assistance Agency (PHEAA)
10.2014 - 10.2022
Customer Service Representative II
Pennsylvania Higher Education Assistance Agency (PHEAA)
03.2013 - 10.2014
Customer Service Representative I - Skiptrace
Pennsylvania Higher Education Assistance Agency (PHEAA)
03.2012 - 03.2013
Collections Representative I
Pennsylvania Higher Education Assistance Agency (PHEAA)
08.2010 - 03.2012
High School Diploma - undefined
Red Land High School