Yesenia Duran
Broken Arrow,OK
Summary
Professional with strong track record in loan processing. Expertise in evaluating financial documents, ensuring compliance, and managing loan applications efficiently. Adept at collaborating with teams to meet deadlines and deliver results. Known for reliability, adaptability, and keen eye for detail. Strong organizational skills and customer-focused approach.
Overview
9
9
years of professional experience
Work History
Mortgage/Equity Loan Processor
BOKF
11.2019 - Current
- Manage multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Provide quick turnaround times to maintain fast-past schedule.
- Develop and maintain relationships with customers and loan officers to establish smooth loan process.
- Strengthen relationships with clients through consistent follow-up calls and personalized attention to their needs.
- Provide exceptional customer service by addressing borrower concerns and resolving issues in a timely manner.
- Handle any conditions sent from underwriting departments.
- Facilitate successful loan closings by coordinating with underwriters, closers, title companies, and loan officers throughout the process.
- Contact outside sources, references and vendors to verify client financial information
- Use excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Bilingual Collections/Customer Service Representative
BOKF
07.2017 - 11.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Streamlined collections processes, improving efficiency in the mortgage servicing department.
- Prevented potential escalations by promptly addressing borrower complaints regarding loan modification programs or collection practices.
- Provided exceptional customer service, addressing borrower concerns and questions regarding loan repayments.
- Assisted in developing training materials and resources for new Mortgage Collections Specialist hires, supporting their onboarding process.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- 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.
Mortgage Customer Service Representative
BOKF
07.2015 - 07.2017
- Boosted morale among colleagues with open communication channels and a positive attitude in challenging situations.
- Ensured accuracy in data entry tasks, minimizing errors that could result in costly delays or misinformation within the mortgage process.
- Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and transparency.
- Assisted clients in navigating online platforms for easy access to account information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Mentored junior team members and managed employee relationships.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
High School Diploma -
Union High School
Tulsa, OKSkills
- Teamwork and collaboration
- Title research
- Escrow account management
- Credit reports
- Financial document review
- Appraisals
- Information verification
- Regulatory compliance
- File management
- Document review
- Loan servicing
- Deadline management
- Attention to detail
- Dedicated work ethic
- Employment verification
- Credit analysis
- Documentation
- Customer service
- Processing procedures
- Loan submissions
- Verifying information
Languages
Spanish
Native or Bilingual
Timeline
Mortgage/Equity Loan Processor
BOKF
11.2019 - Current
Bilingual Collections/Customer Service Representative
BOKF
07.2017 - 11.2019
Mortgage Customer Service Representative
BOKF
07.2015 - 07.2017
High School Diploma -
Union High School
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