Tatiana Plaza
Katy,TX
Summary
Self-Motivated Professional with more than 23 years of experience in Bank Operations, Credit Analysis, Collection, Loan Processing (residential and commercial), Construction Loans, Loan Modification, Financial Services, Account Payable and Receivable, Billing, Invoicing, experience with Get Paid, JD Edwards, DNB, SAP, Celonis, LOS, Encompass, Closer, Genesis and Calyx Point, Compliance, Risk Management. Recognized for a proven track record of delivering excellent customer service skills to both internal and external customers. Results-oriented Collections Specialist dedicated to exceeding goals and reducing company debt.
Overview
15
15
years of professional experience
Work History
Credit & Collection Specialist
LyondellBasell
08.2022 - 09.2023
- Responsible for collections and issues resolution for accounts receivable portfolio
- Monitored the collection issues due to incorrect invoices. This includes all types of errors possible: address- payment terms name-VAT-price-quantity-quality and late payments related to cash flow issues.
- Responsible for following the escalation process in place to ensure prompt issue resolution for my portfolio.
- Reviewed data and other information relevant to billing and collections for purposes of collecting on outstanding invoices.
- Responsible for providing a quarterly 60 days overdue dispute management overview.
- Monitored the payment performance of the customers in the assigned portfolio and presented to sales payment delay issues.
- Act as internal focal point for all cash application matters and liaise/ support the AR team.
- Managed/blocked order release related to overdue items as well as oldest open items.
- Prime contact with Sales, Pricing, Order Fulfillment and the Customers for all overdue and payment issues.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Developed strong relationships with external agencies to facilitate efficient coordination during escalated collection efforts or legal proceedings involving delinquent accounts.
- Monitored accounts receivable aging reports, proactively initiating collection efforts on past-due accounts to minimize losses.
- Trained new team members on scripts, company services, and collection strategies.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
CD/Drawer
Kind Lending/Remote
07.2021 - 01.2022
- Completed thorough analysis of CD Request forms provided by Sales Team.
- Performed thorough review of loan processor documentation to confirm accuracy. Handled preparation of Initial Closing Disclosure by accurately entering relevant information.
- Reviewed vesting information.
- Reviewed and ensured accuracy of Homeowners Insurance coverage.
- Reviewed Flood Certification
- Ensured proper collection of fees by meticulously reviewing invoices for items like appraisals, credit reports, HOA certifications, and insurance policies.
- Ensured timely delivery of ICD (Initial Closing Disclosure) to borrowers while gaining their approval on its accuracy.
- Calculated initial payment due date.
Closer/Funder
Guaranteed Rate
03.2020 - 07.2021
- Resolved closing issues efficiently.
- Demonstrated proficiency in Encompass by efficiently completing data entry and generating precise closing instructions and documents.
- Prepared Final Closing Disclosure
- Streamlined communication with Title Companies to expedite loan scheduling and documentation processes.
- Reviewed closing package for accuracy and obtained closing conditions to authorize funding.
- Managed accurate uploading of emailed signed closing documents and associated closing conditions into loan software (encompass).
- Maintained consistent and timely communication in response to inquiries.
- Thoroughly inspected each document to confirm proper execution of signatures, notarizations, and dates.
- Supported Post-Closing Department with various responsibilities.
- Ensured timely and accurate corrections to closing documents were made.
- Managed a pipeline of prospects, maintaining. consistent follow-ups to ensure timely closings.
- Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout closing process.
- Managed competing priorities under tight deadlines while maintaining accuracy in document preparation for smooth transaction completion.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
- Served as reliable point of contact for both internal teams and external partners throughout deal closures ensuring efficient information flow.
- Mentored junior colleagues in closing techniques, contributing to overall team success and growth.
- Consulted with clients to recognize needs and provide tailored solutions.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Exceeded sales targets through effective negotiation and persuasive communication skills.
- Streamlined closing processes by implementing efficient organizational systems, improving overall productivity.
- Acted as a trusted advisor to clients by providing valuable insights and recommendations based on their unique circumstances, enhancing overall satisfaction and long-term relationships.
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Ensured seamless transaction coordination between various parties involved, including lenders, attorneys, and other professionals.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
- Streamlined sales process to reduce average closing time, allowing for more client interactions per week.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
Closer/RESPA Custom Mortgage DEPT
Bank of America NA
06.2016 - 08.2019
- Ensured compliance with established Bank policies and procedures by preparing and reviewing documentation.
- Prioritizes accurate and timely delivery of initial closing disclosures to borrowers.
- Successfully facilitated client closings to achieve lien perfection
- Managed assignments for routine and complex documentation provided by Market Leader or designee.
- Completed primary financial booking and initial loan funding.
- Manages precision of documentation and SOR financial data, ensuring on-time delivery and mitigating avoidable re-work.
- Contributed to efficiency of daily pipeline management through regular monitoring of important reports including Projected to Close, Timeline, exception, and Loan Approval Conditions.
- Managed pipeline of prospects, maintaining consistent follow-ups to ensure timely closings.
- Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout closing process.
- Managed competing priorities under tight deadlines while maintaining accuracy in document preparation for smooth transaction completion.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
- Served as reliable point of contact for both internal teams and external partners throughout deal closures ensuring efficient information flow.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
Credit and Collection Analyst
National Oilwell Varco
11.2014 - 06.2016
- Approved allocation and renewal of open credit lines, securing approval from higher authority levels as required by Manager Trading Credit.
- Provided credit functional insight into decisions that exceeded approved credit lines for defined period and tightly prescribed conditions to Manager Trading Credit for this customer portfolio
- Analyzed data and synthesized information to generate insights.
- Evaluated level of risk involved in extending credit through careful examination of credit data and financial statements.
- Conducted analysis of customer records to determine appropriate payment options aligned with their income, savings data, repayment history, and purchasing behavior.
- Collaborated with credit association and various business representatives to exchange valuable credit information.
- Successfully completed all applications.
- Evaluated customers' financial status by generating financial ratios using computer programs.
- Communicated daily with global customers to discuss past due invoices and resolve related issues.
- Demonstrated consistent ability to offset expenses and save company money.
- Collections.
- Negotiated payment plans with delinquent customers, achieving successful repayment outcomes without legal intervention.
- Produced detailed monthly reports for senior management review, highlighting key metrics and trends related to outstanding receivables.
- Collaborated with sales teams to assess credit risk for potential customers while maintaining company growth goals.
- Coordinated with legal counsel on complex cases, ensuring appropriate actions were taken to protect company interests and recover outstanding debts.
- Enhanced debt recovery rates by implementing effective collection strategies and tactics.
- Managed diverse portfolio of accounts, ensuring appropriate actions were taken to maintain financial health.
- Successfully resolved disputes through effective negotiation skills, preserving positive client relationships throughout collections process.
- Minimized bad debt write-offs by conducting thorough credit investigations on new customers.
- Developed strong relationships with clients to facilitate negotiations and improve payment terms.
- Conducted regular account reviews, making recommendations for credit limit adjustments based on customer performance and risk factors.
- Improved credit analysis accuracy by streamlining data collection and report generation processes.
- Assessed credit risk and analyzed financial statements.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Collaborated with other teams to identify and mitigate risks impacting organization.
- Made decisions and recommendations about extending lines of credit.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Maintained accurate records of customer accounts, payments and payment plans.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
Credit Analyst
Sysco Food Services
04.2014 - 11.2014
- Examined credit information and financial statements to gauge degree of risk associated with offering credit.
- Developed innovative solutions to reduce expenses and enhance profitability.
- Implemented strategies based on analysis to optimize financial performance.
- Generated comprehensive reports assessing risk profiles for credit extension.
- Analyzed customer records to recommend tailored payment plans according to earnings, savings data, payment history, and purchase activity.
- Collaborated with loan committees by preparing and presenting thorough loan applications, encompassing credit analyses and summaries of client's requests.
- Generated financial ratios through use of computer programs to assess customer financial status
- Enhanced collections processes and procedures.
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
Sr. Loan Processor
JP Morgan Chase Bank
10.2011 - 04.2014
- Process and prepare for closing retail mortgage loans (conventional and government, purchase and refinance) under various loan programs in accordance with policies & procedures
- Register loans on origination system and maintain system accuracy
- Issue proper disclosures as required by federal regulatory compliance
- Review rate lock and point objectives for accuracy
- Ensure overage and underage is approved as well as waiver of any fees
- Set up files and order all necessary exhibits for appraisals and credit reports
- Check alternative documentation for accuracy and potential problems
- Order title insurance, flood and tax certificates and surveys, reviewing for problems upon receipt
- Reviewed all documents thoroughly before submission to underwriting
- Obtain and review documents for acceptability against loan conditions
- With loan officer, coordinate with buyers, sellers, title companies, escrow agents, surveyors and real estate agents to obtain additional documentation, complete loan submissions and perform closings
- Updated conversation log as needed
- Reviewed weekly pipeline report
- Handled complex files
- Daily communication with customers to provide status of their loan in process.
Loan Modification Processor
Phoenix Financial Solutions
10.2010 - 10.2011
- Analyzed liquidity, profitability, and credit histories of individuals being evaluated by comparing them with similar establishments in order to assess risk.
- Compiled reports on finance and credit data.
- Provided valuable insights and recommendations to enhance individuals' financial plans.
- Managed files, records, stenography, and transactional duties while implementing efficient office procedures.
- Managed completion of loan applications, including conducting credit analyses and preparing summaries, facilitating approval from loan committees.
- Reviewed individual and commercial customer files, identifying and selecting delinquent accounts for collection.
- Performed monthly reconciliation of customer statement and billing records proficiently.
- Enhanced bad debt risk management and optimized accounts receivable collections.
- Successfully recovered overdue payments through proactive communication and customer interactions.
- Market, train and counsel personnel to ensure they are aware of credit department policy and procedures.
- Evaluated customers' financial status by utilizing computer programs to generate and analyze financial ratios.
- Supported continuous improvement efforts within department by offering insightful feedback on current processes and suggesting new strategies for success.
- Kept detailed records of contacts made with borrowers and status of their applications, ensuring timely updates and accurate information.
- Managed high volume of client cases simultaneously while maintaining exceptional attention to detail and organization skills.
- Demonstrated adaptability in handling various types of loans such as FHA, VA, or conventional mortgage modifications to meet client needs effectively.
- Assisted in training new hires on effective loan modification processes and best practices, improving overall team performance.
- Increased successful loan modifications by providing comprehensive borrower support throughout application process.
- Identified potential issues in borrower applications early in process, enabling swift resolution and minimized delays.
- Improved loan processing efficiency by implementing new document management systems and streamlining procedures.
- Established strong relationships with borrowers by addressing concerns promptly and professionally, leading to increased customer loyalty.
- Worked closely with loss mitigation teams to identify potential alternatives to foreclosure for struggling homeowners.
- Coordinated effectively with legal teams to prepare necessary documentation for foreclosure prevention measures when required.
- Reduced loan modification processing time by collaborating with underwriters to ensure accurate and timely decisions.
- Enhanced customer satisfaction through clear communication of loan terms, conditions, and modification options.
AP - AR Office Administrator
ABC Realty Advisors
07.2008 - 10.2011
- Managed all aspects of accounts payable and receivable.
- Conducted thorough verification and comparison of records and bills with vendors to guarantee precise payments.
- Maintained accurate and detailed payment transaction records.
- Ensured precise record-keeping and invoice management for multiple companies.
- Generated invoices, reports, memos, letters, and financial statements using QuickBooks along with word processing, spreadsheet management, database organization, and presentation software.
- Maintained diligent approach to reconciling invoice transactions on daily basis, while ensuring accurate documentation of corresponding sales information in main database.
- Maintained positive relationships with customers while addressing unpaid invoices.
- Managed organization and retrieval of corporate documents, records, and reports
- Analyzed incoming memos, submissions, and reports to determine and plan their distribution.
- Managed office supplies procurement, organized records management systems, and executed bookkeeping tasks.
- Responsible for tracking agent productivity and preparing weekly reports.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed both electronic and paper-based filing systems to facilitate easy access to information.
- Successfully managed and organized multiple administrative functions such as communications, financial processing, registration, and recordkeeping.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Created a positive work atmosphere by nurturing strong professional connections with colleagues.
- Maximized customer satisfaction via professional inquiry management and timely issue resolution.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Maintained accurate records and prepared monthly financial statements.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
- Maximized office space utilization by maintaining clean, organized work environment that encouraged productivity and efficiency.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.
- Maintained confidentiality of sensitive information, adhering to strict data protection policies.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Education
SAP/ FICO -
Houston Community College
Houston, TXPublic Notary Seal -
NMLS # 848168 -
Some College (No Degree) - Psichology
Universidad De San Buenaventura
Cali, Valle ColombiaSkills
- Collections
- Credit Analysis
- AP/AR
- Account Reconciliation
- Data entry proficiency
- Debt recovery expertise
- Credit Control Knowledge
- Account Management
- Payment Acceptance
- Accounting Systems
- Updating Customer Accounts
- Paperwork Processing
- Audit Procedures
- Conflict Resolution
- Payment management
- Account Monitoring
- Accurate payment posting
- Fair Debt Collections Practices
- Cash application
- Delinquent Account Notification
- Analytical and Critical Thinking
- Multitasking Abilities
- Payment Scheduling
- Charge off
- Unapplied Cash
- Credit Hold
- Loan Processing (FHA, VA, Construction)
- 100% Quality Assurance
- 100% CSAT Score
Timeline
Credit & Collection Specialist
LyondellBasell
08.2022 - 09.2023
CD/Drawer
Kind Lending/Remote
07.2021 - 01.2022
Closer/Funder
Guaranteed Rate
03.2020 - 07.2021
Closer/RESPA Custom Mortgage DEPT
Bank of America NA
06.2016 - 08.2019
Credit and Collection Analyst
National Oilwell Varco
11.2014 - 06.2016
Credit Analyst
Sysco Food Services
04.2014 - 11.2014
Sr. Loan Processor
JP Morgan Chase Bank
10.2011 - 04.2014
Loan Modification Processor
Phoenix Financial Solutions
10.2010 - 10.2011
AP - AR Office Administrator
ABC Realty Advisors
07.2008 - 10.2011
SAP/ FICO -
Houston Community College
Public Notary Seal -
NMLS # 848168 -
Some College (No Degree) - Psichology
Universidad De San Buenaventura
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