Sophia Ybarra
Fairview,OR
Summary
Bi-lingual, highly self-motivated and goal-oriented operations professional with experience in providing stellar customer service to maximizing business results. Proven track record of phone queue expertise, pipeline management, handling customer complaints and escalations, credit/income policy analysis and efficiency while working in a fast-paced environment.
Overview
17
17
years of professional experience
Work History
Home Loan Processor 4
Wells Fargo Bank
09.2017 - 08.2022
- Provided customer support throughout their Home Equity/Retail mortgage application transaction.
- Provided bilingual customer support via direct/queue calls while providing exceptional customer service.
- Assisted customers via phone and email through their transaction from start to finish.
- Reviewed all customer provided application documents for accuracy.
- Was knowledgeable in policy and procedures to ensure compliance with bank, Federal/State guidelines.
- Ensured bank and borrower safety by mitigating risk and all red flags.
- Developed relationships with internal and external customers.
- Worked a pipeline of 90+ customers monthly.
Mediations Specialist I
Wells Fargo Bank
04.2012 - 09.2017
- Provide customer support throughout their home preservation/foreclosure process.
- Provided bilingual customer support via direct/queue calls while providing exceptional customer service.
- Prepare customer file for underwriting, including income/document review for accuracy.
- Attend court hearings on behalf of Wells Fargo customers to provide status updates, documents and any additional supporting information with the goal of avoiding foreclosure.
- Worked closely with attorneys representing customers, the bank and the state to ensure a smooth mediation process.
- Ensured bank and borrower safety by mitigating risk and all red flags.
- Developed relationships with internal and external customers.
Spanish Specialty Group Collector 3
Wells Fargo Bank
09.2005 - 04.2012
- Assist customers in collections to determine payment program eligibly.
- Assisted customers with delinquent accounts to determine the reason for delinquency and assist customer in developing a plan to bring accounts current.
- Outbound call support to customers to collect on recovery and charge off accounts.
- Provide bilingual support for other departments as requested.
- Work with multiple lines of business within Wells Fargo including Guam and Saipan accounts.
- Ensured bank and borrower safety by mitigating risk and all red flags.
- Developed relationships with internal and external customers.
Education
High School Diploma -
Century High School
Hillsboro, OR06.2000
Skills
- Service excellence
- Regulatory compliance
- Skilled in managing deadlines
- Effective problem resolution
- Risk Management
- Fluent in two languages
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Home Loan Processor 4
Wells Fargo Bank
09.2017 - 08.2022
Mediations Specialist I
Wells Fargo Bank
04.2012 - 09.2017
Spanish Specialty Group Collector 3
Wells Fargo Bank
09.2005 - 04.2012
High School Diploma -
Century High School
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