Veronica Hurtado
Brentwood,CA
Summary
Passionate about providing exceptional customer service swift resolution to customer complaints, ultimately repairing trust and winning loyalty. Expert at communication, active listening skills, maintaining relationships, handling numerous clients. Proven track record in achieving and exceeding expectations involving processing, managing and increasing revenue.
Overview
12
12
years of professional experience
Work History
Case Manager
Polston Tax
03.2023 - 04.2025
- Developed trusting relationships while working on their tax debt with the IRS and state.
- Assisted clients with IRS notices of deficiency or audit findings.
- Maintained documentation on all cases, ensuring compliance, prepared financial analysis with accuracy showing disposable income and IRS standards.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Account Manager
Finance of America Mortgage
05.2020 - 07.2022
- Oversaw and managed a large loan pipeline and worked diligently to meet and exceed performance goals and deadlines.
- Acted as main point of contact in matters relating to loans provided alternative tactics to solving problems.
- Updated lock, interest rate, loan amount and helped with selecting products and putting loan back in the queue for underwriter approval.
- Increased broker/AE satisfaction by building strong relationships and addressing their needs promptly.
Account Manager
New Rez Mortgage
07.2018 - 05.2020
- Reviewed multiple loan title documents, updated system worked diligently to help meet and exceed performance goal in a fast paced environment.
- Contacted title companies to help gather corrected title documents.
- Reviewed credit reports for fraud alerts, contacted client to verify identity to proceed with loan.
- Verified employment through the Work Number or contacted employer directly.
Case Manager
Optima Tax Relief LLC
05.2013 - 05.2018
- Provided dedicated customer service to clients through final resolution of their case, ensuring all concerns were properly addressed prior to closing file.
- Managed multiple pipelines ensuring accurate status changes while prioritizing caseloads and assignments.
- Helped investigated special incidents and complaints filed by the BBB, as well as those posted though social media, and submitted information collected to QA department.
Education
High School Diploma -
Cesar Chavez High School
1997
Some College (No Degree) -
Santa Ana College
Santa Ana, CASkills
- Sales Force
- SEI
- Organization and multitasking
- Type 45 WPM
- Conflict resolution
- Positive attitude
- Problem-solving
- Case management
Languages
Spanish
Native or Bilingual
Hobbies
- Hiking
- Baseball
- Gardening
Timeline
Case Manager
Polston Tax
03.2023 - 04.2025
Account Manager
Finance of America Mortgage
05.2020 - 07.2022
Account Manager
New Rez Mortgage
07.2018 - 05.2020
Case Manager
Optima Tax Relief LLC
05.2013 - 05.2018
High School Diploma -
Cesar Chavez High School
Some College (No Degree) -
Santa Ana College
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