Yara Ochoa
Maximus Federal Services
Phoenix,AZ
8
years of professional experience
Bilingual English/Spanish customer-focused verification professional with 4+ years of experience in income verification and document analysis. Experienced in consumer lending process and validating customer information with a strong record in policy compliance, quality assurance, and analytical problem solving. Recognized for accuracy, de-escalating challenging interactions, and handling of complex cases. Naturally curious and motivated to learn, with strong attention to detail and a genuine interest in understanding how processes work and finding ways to improve.
Work History
Dual (Marketplace & Medicare) CSR - Bilingual
1 Year- Support Healthcare Marketplace consumers and Medicare beneficiaries with enrollment, eligibility, and plan-selection needs across federally regulated health insurance programs.
- Resolve escalated and complex customer concerns through detailed information gathering, problem-solving, and application of established policies and procedures.
- Adapt quickly to policy updates, system changes, and evolving regulatory requirements while maintaining service quality and accuracy.
- Handle sensitive personal information while maintaining confidentiality, professionalism, and compliance.
- Serve as a bilingual resource for English and Spanish speaking consumers and beneficiaries.
Lead Account Specialist | Income Verification
4 Years 7 Months- Recognized as subject matter expert in income verification for accuracy and expertise demonstrated in performance.
- Reviewed and analyzed paystubs, W-2s, personal and business tax returns, credit reports, identity documents, and other supporting documents to verify applicant information and determine eligibility within the lending process.
- Conducted identity verification, immigration-status verification, and co-signer release evaluations ; investigated discrepancies and incomplete documentation; and determined appropriate documentation requirements in accordance with established procedure and compliance standards.
- Contacted applicants when additional documentation or clarification was required, explaining documentation requirements and providing guidance to help resolve application deficiencies.
- Trained and mentored new employees on income-verification procedures, documentation requirements, quality standards, compliance requirements, and best practices.
- Audited trainee work for accuracy and compliance, identified processing errors, and provided individualized feedback to improve performance and reduce errors.
Spanish Interpreter
2 Years- Provided Spanish/English interpretation across medical, legal, and customer service calls with consistent accuracy.
- Communicated complex and sensitive information accurately while maintaining confidentiality, professionalism, and neutrality.
- Adapted quickly to specialized terminology and high-pressure situations while maintaining accuracy and service quality.
Education
High School Diploma
Skills
Income Verification
Document analysis
Credit analysis
Loan processing
Quality assurance
Policy compliance
Fraud detection
Analytical problem solving
Employee training
Customer service
High-volume operations
Confidential handling
Timeline
Dual (Marketplace & Medicare) CSR - Bilingual
Maximus Federal Services
10.2025 - CurrentRead More
Lead Account Specialist | Income Verification
Discover Financial Service
05.2020 - 12.2024Read More
Spanish Interpreter
Cyracom International
05.2018 - 05.2020Read More
Rancho High School Academy of Pre-Medicine
High School Diploma
Read More