OBJECTIVE:

• A position in the Mortgage Data Analyst, Mortgage Operations, or Mortgage Customer Services, with the objectives of being active, self - motivated, visionary in the study and development of customer satisfaction and associates performance, focusing on the opportunity for the utilization of my production, financial, accounting, managerial, or analytics skills.

SUMMARY:

• Raul is a professional with over 20 years of experiences in call centers operations, leadership, and management positions, with a strong background in the mortgage industry and operational sets transferable to multiple industries. Consistent record of Business Support Analyst, Customer Service Lead, Associates Trainer, Debit & Credit Card Claims, and Credit Card Collections, expanding quality customer services, team’s performances, and productivity information for upper management.HOA Business Data Analyst - Working closely with business partners/teams to assist in support of various project activities associated with the HOA Transformation initiative. Also Working with management on projects to create reports for productivity and quality efficiency necessary to evaluate employees according to new Data system requirements. Projects development so the new reporting system works properly and accordingly to management needs and specifications.
• Credit & Debit Cards Fraud Claims Examiner - Investigated and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels. As claims associate, I also debit or credit client's accounts as appropriate, process chargeback’s or update clients regarding pending claims. Maintained internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures.
• AML Consumer Operations Execution Analyst - Data Integrity Analyst responsible for the success execution of strategic data management projects- primarily in the areas of collecting & researching customer CIP information data and tasked with analyzing and maintaining data migration, master data management, data clean up, data governance and quality including additions, deletions, research, and corrections. Project Manager planning internal resources for the execution of projects, subtracting, manipulating, analyzing, and creating data reports on trends or findings to Management.
• Credit Data Analyst Supervisor - Analyzed current credit data and financial statements of individuals to determine the degree of risk involved in extending credit or financial purchases. Reviewed and analyzed credit reports to evaluate risk. Prepared reports with this credit information to use in decision-making and approving line of credits.
• Mortgage Quality Assurance Data Analyst / FCL Support Book Loss.. - Examined residential loan documentation for accuracy, completeness, and compliance with appropriate company and secondary market investor standards. Evaluate credits and debits decisions for accuracy, based upon established risk parameters and in accordance with policy, program, and product guidelines. Submitted and posted debits and credit payments approvals and adjusted reimbursements in data-base. Worked on diverse Special Projects meeting timelines and also analyzed, prepared, and created analytical reports using advance excel to evaluate teams performance, productivity, and quality.
• Mortgage Loan Processor Proficiency Coach - Worked with Case Management associates to build their professional proficiency Confidential standard skills acquired in . Conducted weekly learning activities, observed and assessed performance, and provided action plans and follow up processes. Collaborates with the management team to design successful action plans, analyze quality defects that improve overall performance, and create plans and materials to enhance associates skill set.
• Mortgage Loan Processor - Assisted home owners gathering information and taking each file from pre-approval to closing permanent modification plans or processing payments plans to prevent loans defaults.
• Mortgage Customer Service Team Leadership - Managed and led teams of up to 20 associates, with success in improving team performance through high-quality, direct mentoring, and individual motivation. Worked and be able to direct all functional areas in a business and implement strategies to create an efficient, well-run operation.
• Business Support Lead Analyst - Day-over-day results in increasing both productivity and quality, allowing Glendale Site to increase performance and identify trends or opportunities. Created multiple PowerPoint and Excel quantitative, qualitative, organizational reports, and site reviews used to compare Glendale’s site performance in relation with other sites.
• Mortgage Loan Processor/Customer Service - Strong background in the mortgage industry. Well versed in FHA, MHA, VA, SFO, Non-GSE investor guidelines, Short-sale, and Mortgage Customer Services.
• Checking & Savings Customer Services Sales Specialist / Claims Services Specialist - Prepared, reviewed, and submitted claims for approvals providing financial liaison to customers/clients for building, deepening, and retaining long-term relationships while providing a world class customer service and best sales offers.

TECHNICAL SKILLS:

Advanced Microsoft s Office: PowerPoint (Graphics & Visual designs, vivid slides, and side shows), Excel (Pivot tables, V-look-up, Look-ups, Index & Match, Data Validation & Conditional Formatting, & additional advanced Excel functions), Database, Access, Word, Outlook, SharePoint, VISIO, BVA, MACROS, and TSQL

PROFESSIONAL EXPERIENCE:

Confidential

Business Data Analyst

Responsibilities:

• Perform test of coupons/validation files and works on remediation of issues to ensure requirements are translated accurately to new software
• Generate Excel and Access reports from various bank systems and merging various generated files,
• Create files to download/upload data to application/systems and assist with written file specification on various software.
• Create SharePoint site and reporting tools with easy access for groups and management to review production and quality more efficiently
• Develop BVA, Access, and Excel reporting tool for production and quality Control for team managers and site lead
• Implement Excel tools to calculate employees needed according to estimated production levels and growth
• Create Charts to compare and forecast production levels based on previous years’ volumes

Confidential

Credit & Debit Cards Fraud Claims Examiner

Responsibilities:

• Manage portfolio accounts for follow up to meet guide lines and comply with regulations
• Evaluating claims eligibility, provisions and following any applicable referral process
• Research additional information to support the claim
• Perform benefit calculations
• Conduct claim investigations
• Enter data into appropriate processing systems
• Correspond with internal/external customer both verbally and written communication relative to policy coverage and claims status

Confidential

Operations Execution Analyst

Responsibilities:

• Evaluate EDD customer records boarded by the branch for completeness and accuracy
• Manually populate information from Case Investigation Write-Ups into the EDD module in order to have a comprehensive overview of each customer.
• Manage Projects, organizes and prioritize multiple projects and tasks
• Coordinates with the Project Management and Reporting team on implementation of product risk related projects vides strategic and tactical support to the organization by analyzing and interpreting the data to provide creative solutions
• Collects and collates appropriate data for usage in databases and conducting related research
• Analyze credit data and financial statements to determine the degree of risk involved in extending credit
• Assures the integrity of data, including data extraction, storage, manipulation, processing and analysis
• Discuss business intelligence needs or information with internal staff
• Participates in ongoing decisions concerning data collections, study design, methodology, and data analysis
• Executes test, data extraction, and analysis utilizing the department's established deadlines
• Provides recommendations to streamline tasks and create a more efficient working environment

Confidential

Analyst Supervisor

Responsibilities:

• Analyzed credit data and financial statements to determine the degree of risk involved in extending credit
• Prepared reports that include the degree of risk involved in extending credit or lending money.
• Evaluated customer records and recommend payment plans based on earnings, savings data, payment history, and purchase activity.
• Reviewed individual or commercial customer files to identify and select delinquent accounts for collection.
• Compared liquidity, profitability, and credit histories of establishments being evaluated with those of similar establishments in the same industries.
• Generated financial ratios, using computer programs, to evaluate customers' financial status.

Confidential

Book-Loss and Rebook Data Analyst

Responsibilities:

• SME / Team Lead assigning, guiding and supporting team daily production and QA work files for approvals
• Analyzed, prepared, and created analytical reports to evaluate productivity, quality, and sales performance
• Prepared performance review, using pivot tables and V-look-up, look-ups, index & match-up, data validation & conditional formatting, functions used extensively in the course of analysis for quality and production levels
• Forecasted trends, and goals reviews
• Created and evaluated graphics reports for performance reviews

Confidential

Mortgage Business Support Analyst

Responsibilities:

• Analyzed and prepared for Glendale’s management and site executive developing performance reports and analyzing teams’ productivities and trends, using PowerPoint presentations and Excel graphics and charts
• Designed PowerPoint presentation for site executives: Quarterly and monthly Site performance reviews with Sales forecast, Production Teams, Quality improvement and Calls time Handle.
• Presented PowerPoint didactic analysis with tendencies, findings, and suggested areas of improvements to achieve goal, increase productivity, and customer services quality controls
• Analyze, prepare, and create analytical Excel reports to evaluate productivity, quality, and sales performance
• Prepare Site Performance review, using pivot tables and V-look-up functions extensively in the course of analysis for quality and production levels
• Set up and Administrate SharePoint for Units and Site executive
• Forecast, Trends, and Goals reviews
• Create and evaluate graphics reports for site executive and Access Data base reports
• Design site organizational and production charts

Confidential

Mortgage Team Lead

Responsibilities:

• Daily goals and team performance evaluation with Unit Manager
• Attendance and daily supervision
• Monitoring and evaluating calls thru NICE and ACD systems
• Supervise and take escalated calls
• Didactics materials and handouts
• Group and individual coaching