Alicia Acevedo
Glendora
Summary
Detail-oriented professional with over 10 years in mortgage servicing and customer support. Recognized for strong communication, regulatory compliance, and effectively guiding customers through financial challenges. Seeking a role that leverages problem-solving abilities and high-volume administrative support to enhance community-focused service.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Home Retention Specialist
Carrington Mortgage Services, LLC
11.2012 - 09.2025
- Identified solutions for customers experiencing financial hardship, improving retention outcomes and customer satisfaction.
- Served as primary liaison between borrowers and internal departments, ensuring timely and accurate communication to enhance borrower experience.
- Managed comprehensive case management services for high-volume caseload, streamlining processes to support customer needs effectively.
- Managed the federal Hardest Hit Fund program, including eligibility review, accounting, and distribution of government funds.
- Supervised and trained loan personnel, fostering adherence to performance standards and service quality to improve team efficiency.
- Ensured compliance with federal and state lending laws, licensing requirements, and security protocols.
- Translated complex financial concepts into clear, accessible explanations for borrowers.
Student Professional Worker
Los Angeles County Department of Consumer and Business Affairs
09.2008 - 11.2012
- Assisted homeowners and lenders in navigating loss-mitigation and legal options to enhance their understanding and access to resources.
- Counseled residents on tenant and landlord rights, improving community awareness and access to resources.
- Evaluated consumer complaints and collaborated with teams to implement effective resolution strategies.
- Applied statutes, regulations, and departmental procedures to address consumer inquiries.
- Contributed to development of department's pre-approval tool, improving efficiency in the Homeless Prevention and Rapid Rehousing Program.
- Performed administrative tasks including filing, mail distribution, and document preparation.
Education
accounting
California State University, Fullerton
FullertonSkills
- Case management
- Regulatory compliance (federal & state)
- Financial analysis
- Financial translation
- Data accuracy
- Customer service & public-facing communication
- Written & verbal communication
- Conflict resolution & problem solving
- Program support
- Bilingual: English & Spanish
Certification
Nationwide Mortgage Licensing System (NMLS) License #1064915
Timeline
Home Retention Specialist
Carrington Mortgage Services, LLC
11.2012 - 09.2025
Student Professional Worker
Los Angeles County Department of Consumer and Business Affairs
09.2008 - 11.2012
accounting
California State University, Fullerton