Summary
Overview
Work History
Education
Skills
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Languages
Timeline
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Sonya DelGado

Gainesville

Summary

To obtain a challenging loss mitigacion specialist position where my creativity, problem-solving skills, and experience in engaging with borrowers and user-friendly interfaces can be utilized skills.

Overview

20
20
years of professional experience

Work History

Loss Mitigation Negotiator

NewRez
03.2025 - Current
  • Managed pipeline to determine appropriate loss mitigation outcomes. Approved or denied modification options.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
  • Discussed property liquidation options with customers.
  • Achieved successful loan modifications through diligent analysis of borrower financial information and negotiation with lenders.
  • Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
  • Evaluated loan requests and documents to verify accuracy and completeness.

SR Associate Client Services-Private Label Bilingual

Mr. Cooper
02.2019 - 02.2025
  • Take inbound/outbound collections for seriously past due mortgage payments
  • Resolve escalations for payments by negotiating payment plans and putting them in place.
  • Review with borrower's options for loss mitigations options like forbearance and modifications and qualify
  • Assist borrowers with loss mitigation documents and provide a sense of urgency to provide missing documentation.
  • Research accounts in detail to provide borrower with an accurate and prompt response.
  • Communicate effectively with various internal departments to resolve escalations.
  • Initiating foreclosure proceeding and adhering to all regulatory compliance standards.
  • Building a rapport with borrowers to be sole point of contact facing financial hardship and finding the right solution for their specific situation
  • Identify call drivers to enhance productivity.
  • Maintain outstanding levels of quality assurance and perform to achieve the highest metrics such as one-call resolution.
  • Maintain all training and compliance current.
  • Comply with FDCPA and all regulatory guidelines

Late Stage Collections

Pacific Union Financial
09.2016 - 02.2019
  • Take inbound/outbound collections for seriously past due mortgage payments
  • Resolve escalations for payments by negotiating payment plans and putting them in place.
  • Review with borrower's options for loss mitigations options like forbearance and modifications and qualify
  • Assist borrowers with loss mitigation documents and provide a sense of urgency to provide missing documentation.
  • Research accounts in detail to provide borrower with an accurate and prompt response.
  • Communicate effectively with various internal departments to resolve escalations.
  • Initiating foreclosure proceeding and adhering to all regulatory compliance standards.
  • Identify call drivers to enhance productivity.
  • Maintain outstanding levels of quality assurance and perform to achieve the highest metrics such as one-call resolution.
  • Maintain all training and compliance current.
  • Comply with FDCPA and all regulatory guidelines

Bankruptcy Specialist

Ocwen Loan Servicing
06.2015 - 09.2015
  • Take inbound / outbound bankrupts calls
  • Resolve escalations ranging from: cashiering, payoff, discounted payoffs, HAMP/Non-HAMP modifications, HAFA/Non-HAFA short sales, HAFA/Non-HAFA deed in lieu, HAUP, Shared Appreciation modifications, escrow, repayment plans, assumptions and any servicing related questions.
  • Review with borrower most adequate loss mitigation resolutions for severely delinquent accounts based on investor approved options.
  • Assist borrowers with loss mitigation documents and provide a sense of urgency to provide missing documentation.
  • Research accounts in detail to provide borrower with an accurate and prompt response.
  • Communicate effectively with various internal departments to resolve escalations.
  • Take ownership and accountability by following up with borrowers to meet their needs.
  • Identify call drivers to enhance productivity.
  • Maintain outstanding levels of quality assurance and perform to achieve the highest metrics such as one-call resolution.
  • Maintain all training and compliance current.
  • Comply with FDCPA and all regulatory guidelines.

Quality Assurance Specialist

Ocwen Loan Servicing
10.2009 - 06.2015
  • Analyze findings from process reviews and developed reports to highlight trends/opportunity for improvement.
  • Handle customer complaints and Spanish translations.
  • Interact with other mortgage companies with transfer issues.
  • Handle government loans such as FNMA and FHA.
  • Staff development, coaching, evaluation and feedback, ensuring the outcome of quality assurance scores, assisting Senior Management through weekly communication concerning the status of my team's performance and needs, and consistent management of save/loss control.
  • Monitor calls, provided feedback to associates.
  • Worked foreclosure accounts.
  • Assist with implementing change or modification to the Quality Assurance department's evaluation process.
  • Lead calibration sessions monthly and published finding for the session to the Quality Team and management.
  • Tracked business unit responses for all findings identified from the process review.
  • Comply with FDCPA and all regulatory guidelines.

Loan Counselor and Foreclosure Specialist

Ocwen Loan Servicing
12.2006 - 10.2009
  • Loan resolution and loss mitigation
  • Review with borrower most adequate loss mitigation resolutions for severely delinquent accounts based on investor approved options.
  • Assist borrowers with loss mitigation documents and provide a sense of urgency to provide missing documentation
  • Provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective and professional manner.
  • Collect loan payments and resolve delinquent customer loans by leveraging retention and liquidation strategies for loans for the current month owing through foreclosure.
  • Manage customer contact through inbound call queues and outbound dialer campaigns.
  • Adhere to investor servicing guidelines and internal policies and procedures.
  • Effectively provide prompt, accurate and professional responses to customer inquiries.
  • Successfully resolve routine inquiries regarding payments, escrow, loan terms etc.
  • Display active listening skills.
  • Document loan activity to the Loan SERV system.
  • Establish payment arrangements and determine strategies to resolve delinquency.
  • Foreclosure questions and concerns.
  • Counsel customers about consequences of delinquency.
  • Maintaining service levels and call center performance metrics.
  • Comply with FDCPA and all regulatory guidelines.

Collection/Auditor

Saxon Mortgage
08.2005 - 11.2006
  • Company Overview: http://www.ocwen.com/
  • Assisted customers with payment, taxes, insurance, and escrow
  • Received inbound/outbound calls.
  • Researched and setup task on customer's account.
  • Resolved escalated calls to diffuse irate customers and provide timely response to complex issues.
  • Department expertise in the areas of loan modifications and forbearance agreements.
  • Conducted system audits on delinquency database to ensure all accounts received consistent collection activities.
  • Maintains compliance with call strategy, inactive bankruptcy servicing guidelines and all company policy.
  • Developed training modules around new processes and procedures, refresher trainer courses.
  • Facilitated new hire and refresher training classes for all default collections.
  • Developed needs analysis training materials based off trending data provided by department heads.
  • Http://www.ocwen.com/

Education

Denton High School - undefined

Denton High School
Denton, TX

Skills

  • Strong relationship/interpersonal skills
  • Self-motivated
  • Demonstrates initiative
  • Call center operations management
  • Quality improvement
  • Process improvement
  • FDCPA Certified
  • Knowledge of GSE
  • Knowledge of FHA
  • Knowledge of VA
  • Knowledge of FNMA
  • Knowledge of PMI Collections
  • Facilitator skills
  • Training skills
  • Presentation skills
  • Proficient in Microsoft Word
  • Proficient in Excel
  • Proficient in Outlook
  • Proficient in PeopleSoft 8
  • Proficient in LSAM
  • Proficient in Fidelity
  • Proficient in Variant
  • Proficient in Real Servicing
  • Proficient in CMS
  • Proficient in Internet Applications
  • Bilingual translator

<Enter your own>

Title: BANKRUPCTY SPECIALIST

Languages

Spanish
Native or Bilingual

Timeline

Loss Mitigation Negotiator

NewRez
03.2025 - Current

SR Associate Client Services-Private Label Bilingual

Mr. Cooper
02.2019 - 02.2025

Late Stage Collections

Pacific Union Financial
09.2016 - 02.2019

Bankruptcy Specialist

Ocwen Loan Servicing
06.2015 - 09.2015

Quality Assurance Specialist

Ocwen Loan Servicing
10.2009 - 06.2015

Loan Counselor and Foreclosure Specialist

Ocwen Loan Servicing
12.2006 - 10.2009

Collection/Auditor

Saxon Mortgage
08.2005 - 11.2006

Denton High School - undefined

Denton High School

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Sonya DelGado