SHIRLEY A. CAMACHO

Managed high-volume caseload, ensuring compliance with program policies and accurate documentation to support client needs.

Reviewed applicant records for inconsistencies, coordinating resolutions to improve overall application integrity.

Maintained comprehensive case documentation supporting audit readiness and reporting standards.

Applied departmental procedures and funding requirements throughout case processing tasks.

Escalated complex issues and collaborated with internal teams to address applicant concerns.

Delivered professional, empathetic customer service aligned with disaster recovery program objectives.

Recommended process improvements to streamline workflows and enhance applicant experience.

• Conduct client outreach and complete eligibility and intake process for each client. Conduct home and community visits with the client to provide on-going support and assistance in applying for and obtaining community resources to meet disaster caused unmet needs.
• Develop Individual Recovery Plans recovery plan that includes client input. Conduct follow-up visits to monitor and assess the effectiveness of services provided.
• Document comprehensive client background information, case history, updates and progress toward Individual Recovery Plan in both physical and digital files via online software. Prepare reports as requested by Case Management Supervisor or Program Manager.
• Assist clients in identifying and obtaining available benefits as well as social and community resources. Serve as liaison between family services, medical/psychological health professionals and other contacts to help individuals and families in post-disaster events.
• Meet regularly with Case Management Supervisor to staff caseload. Provide ongoing program evaluation and recommendations to the Case Management Supervisor and Program Manager for continuous growth and quality.
• Provide reports and status for all cases in their portfolio as needed by program demands.
• Participate in workshops, seminars, education programs and other activities that promote professional growth and development.
• Completed various tasks to support team objectives.
• Demonstrate Exceptional customer service, in Everything you do, by placing the child, family, Veteran or client first to support our mission to "Empower people to build better lives for themselves, their families, and their communities."

• Provide crisis intervention to address the immediate needs of the very low-income, chronic, and non-chronic homeless veteran population
• Assess the individual's strengths, needs, abilities and preferences to assist in the development of housing goals
• Design and carry out a Housing Stability Plan for each household
• Monitor progress daily and maintain accurate documentation of progress toward goals and services provided
• Enforce program rules and procedures to ensure compliance with all government and contract regulations
• Connected clients to essential services and community resources to enhance support networks.
• Facilitate the move to transitional and/or permanent, independent housing, when appropriate.
• Conduct home visits, when appropriate
• Assessed applicants to confirm eligibility requirements
• Administered temporary financial aid to clients in need
• Utilize HSMIS for data collection/case record

• Process Medicaid long term care applications, (ICP)
• Conducted reviews and verifications of required documentation to maintain compliance and support timely processing.
• Collected necessary documentation and managed files to achieve final approval.
• Corresponded with patients, state workers, and teammates to ensure successful processing of applications from start to finish.
• Ensured compliance with relevant regulations.
• Conduct proactive and effective pipeline management in accordance with performance standard expectations.
• Translate documentation and/or serve as a translator for Hispanic Residents/family members
• Fostered lasting connections to enhance collaboration and communication. Proven ability to achieve goals.
• Proficient in Word, Excel and Outlook.

• Audited images provided for servicing files, organizing collateral documents to enhance retrieval efficiency.
• Reviewed files to separate original documents from other materials, ensuring accurate record-keeping.
• Answer a series of questions regarding the files and marking the appropriate fields in NTC’s system, such as Oracle
• Assisted post-closing and follow-up departments by obtaining copies of lender’s title policies, facilitating timely processing.
• Maintained daily quotas by adhering to detailed instructions

• Assemble, review and certify loan files for Home Equity loans
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Handled complex files to maintain organizational standards and prevent issues. and effectively prevent escalations
• Run Reports as necessary to organize files, and order missing documents to complete files

• Collaborated with America's self-employed, small business owners and individuals to provide access to a suite of affordable benefits and business services.
• Developed tailored, high-value protection plans to enhance client relations and increase customer retention.
• Work closely with local sales leaders to identify the most effective lead sources in the market, with a growing database of more than 10 million leads.
• Managed high daily volume of outbound calls, emails, and social selling in a transactional environment.
• Self-motivated to reach and exceed quarterly and annual sales quota, while remaining highly organized, optimistic, and coachable.

• Developed and maintained a strong understanding of mortgage lending products, policies, and required documentation for Federal Housing Administration (FHA), Veterans Affairs (VA), Conventional, and portfolio products.
• Reviewed financial statements and clarified details with institutions and customers to ensure accurate loan processing.
• Efficiently utilize automated mortgage processing system – DU/AUS/GUS/LP
• Monitored compliance with privacy and security requirements, ensuring adherence to federal statutes for FHA, VA, Bond, and Conventional loans.
• Managed quality assurance program, conducting on-site evaluations, internal audits, and customer surveys to uphold service standards.
• Provided translation services for Hispanic borrowers
• Assisted with Training and onboarding of Processors.
• Earned and received Outstanding Customer Service Award

• Acquired and maintained extensive knowledge of mortgage lending products, policies, and documentation requirements for FHA, VA, and conventional loans to ensure accurate processing.
• Evaluated approvals against established bank and government lending standards.
• Maintained compliance with privacy and security requirements, as well as federal statutes covering FHA, VA, Bond and Conventional Loans.
• Perform verifications of Employment, assets, and income to assure loan application accuracy.
• Collected and compiled necessary paperwork including title abstracts, insurance documents, loan files, and tax histories to support timely loan approvals.

• Interviewed clients to assess loan needs and financial histories, providing clear guidance on application processes.
• Reviewed loan files for completeness, identified missing documentation, and compiled condition lists to streamline applicant processing.
• Maintain proactive and effective pipeline management in accordance with performance standard expectations, with a minimum of 40+ files monthly.
• Acquired in-depth knowledge of Mortgage Lending products, policies, and documentation for Federal Housing Administration (FHA), Veterans Affairs (VA), Conventional and Portfolio products.
• Ensured compliance with privacy and security standards, adhering to federal statutes for FHA, VA, Bond, and Conventional loans.
• Earned and received Outstanding Customer Service Award.

• Maintained expertise in mortgage lending products and policies, ensuring compliance with documentation requirements for FHA, VA, conventional, and portfolio products.
• Oversaw loan pipeline to ensure timely processing and adherence to standards. in accordance with performance standard expectations, with a minimum of 40+ files monthly.
• Reviewed loan files for completeness, identified missing documentation, and generated condition lists to facilitate timely loan processing.
• Monitored compliance with privacy and security requirements and federal statutes for FHA, VA, bond, and conventional loans to protect sensitive client information.
• Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
• Earned and received the Outstanding Customer Service Award.

• Develop/maintain a strong understanding of Mortgage Lending products, policies, and required documentation for Federal Housing Administration (FHA), Veterans Affairs (VA), Conventional and Portfolio products, as required.
• Maintained compliance with privacy and security requirements, as well as federal statutes covering FHA, VA, Bond and Conventional loans.
• Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
• Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
• Maintain proactive and effective pipeline management in accordance with performance standard expectations, with a minimum of 40+ files monthly.
• Earned and received Outstanding Customer Service Award.