alma d garcia resume
TRANSCRIPT
Alma Garcia
(323) 683-2703
Skills:
Bilingual (fluent verbal and written skills in Spanish). 10 plus years of extensive call center experience, critical thinking, problem solving skills, well organized
and detailed oriented.
Excellent written and verbal communication skills, self –motivated , adapt to change quickly
Able to work efficiently with minimal supervision as well in team environment
Ability to establish and cultivate long term relationship with customers.
Proficient in working/navigating within multiple computer systems.
Experience in communicating with internal and external customers through the telephone.
Experience with collecting, reviewing, and validating loan documents.
Technical Skills:
Proficient in use of PC with software such as Word, Excel, PowerPoint and Outlook.
Proficient in use of many Bank of America Proprietary Systems such as, Lean, Coin, Oscar, AS400, IPORTAL, STEWART, URBAN, Homesaver, LAMP, ACCER, Equator, Image-view, Land-safe, LPS, LHIS, LAFA, LADI, and EPW .
Professional work Experience:
Looked for work December 2013 - present
Bank of America, Pasadena CA February 2013 - November 2013
Mortgage Loan Officer-Sr. Post-Closing Specialist:
Handle complex transactions and cross-trained in more than one function within the MLO center.
Assisted with post-closing issues, reviewed and corrected pertinent- documents on service released loans as required by regulatory agencies and specified internal deadlines.
Bank of America, Pasadena CA November 2012 - January 2013
Mortgage Claim Process Reviewer II:
Monitored foreclosure loans and ensured that foreclosure actions on individual accounts are completed in a timely manner, according to investor/insurer, state, and regulatory guidelines, minimizing financial losses to the company.
Conducted a complete review of the file to ensure all default timeframes were processed accurately, reviewed if ownership of the note and mortgage was properly documented when foreclosure proceedings were initiated and document any exceptions.
Validate fees and penalties charged and assessed were reasonable, customary and within the applicable state and federal laws, and document any exceptions.
Bank of America, Glendale CA September 2011 - October 2012
Customer Relations Manager:
Worked with homeowners in need of assistance with keeping their homes through mortgage modification. Understanding of appropriate options for borrower, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure.
Document collection and monitor the tracking of documents provided by customer.
Built internal relationships and work closely with team to facilitate loss mitigation options for customers.
Monitor accounts through loss mitigation closing process.
Responsible for interfacing with shared services that process modification, short sale, deed in lieu or foreclosure for customers.
Analyzing all delinquent loans in accordance with established guidelines.
Reviewed investor delegations, credit reports, Flood certificates, and or other 3rd party inquiry.
Bank of America, Glendale CA August 2009 - August 2011
Mortgage Customer Services Representative:
Answered 100 plus calls a day
Provided general loan questions & concerns regarding Mortgage, Escrow, Property Taxes, Homeowners insurance, and Mortgage statements.
Updated Homeowners insurance, and Analyzed Escrow Accounts.
Assisted customers with product and services. Processed payments over the telephone for borrowers Mortgage, Property Taxes and Insurance.
Bank of America, Glendale CA May 1998 - July 2009
SR. Customer Service Representative & ACH and Debit Card Claims Representative:
Assisted customers with basic account information in Spanish and English in a high call volume environment.
Knowledge of multiple consumer bank products and services.
Provided first call resolution on inquiries.
Performed routine account related account transactions, Time Deposit movements, check orders, and Performed Safesend funds transfers to Mexico.
Research and resolved other general customer account inquiries as appropriate and/or escalate issues on the customer's behalf.
Initiate ACH and Debit Card Claim(s), using multiple systems and tools.
Updating and follow up on existing claim(s), and/or reviewing appeals on denied claims.
Assisted customers with understanding and filling out affidavit forms.
Education:
Pasadena City College Community Education Center High School Diploma