Sandra Joya

• Settle past due balances and upsell
• Offer consistent communication and timely resolution for our Realtors. Re-build value in Realtor.com solutions for agents requesting to cancel their services.
• Resolve Collection issues on agent and broker accounts. Meet or exceed minimum sales, and collections goals. Meet or exceed a minimum outbound call requirement.

• Primary responsibility is to address customer inquiries, requests and resolve complex delinquent accounts in order to achieve department objectives and minimizes losses to the company and accurately document accounts in accordance with Fair Debt Collection Practices Act [FDCPA], state and federal regulatory guidelines, and company policies and procedures.
• Contact delinquent borrowers in order to determine reason for delinquency, update application data, secure current financial information, and obtain commitments for repayment or determine best resolution to mitigate losses. Initiate workout programs to prevent foreclosures, analyze mortgagor's financial statements, evaluate debt ratios, review mortgagor's payment record and educate borrowers on alternative money sources/payment options to bring loan current. Recommend Loss Mitigation referrals upon reviewing breach validation and analyze feasibility of short sale or long term repayment plan to mitigate losses.

• Exceeded expectations at dialing 300+ manual call attempts per day. Achieved a quality pass rate of 99% monthly. Top performer in collections; units and cure rate.
• Effectively collected on past due mortgage payments on high risk customers, resolving delinquencies.
• Successfully educated customers on status of loan and provided successful loss mitigation options.

• Worked in a call center environment taking inbound calls and making outbound calls using an automated dialing system.
• Navigated through multiple computer applications to research and provide the best solution for the customer. Educated customers on best options for their situation, including scheduling payments, setting up repayment plan, referrals for loss mitigation options. Reviewed and analyzed financial data to negotiate payment arrangements or workout options.Successfully followed FHA, VA, Conventional, HUD, FDCPA CFPB guidelines.

Provide guidance and assist sellers, buyers in marketing, purchasing property for the right price under the best terms . Intermediate negotiation processes, prepare necessary paperwork, consult clients on market conditions, prices, mortgages, legal requirements and related matters to their benefit . Promote sales through advertisements, open houses and listing services . Perform comparative market analysis to estimate properties' value . Managed property auctions or 1031exchanges.