Claudia De Leon
Simi Valley
Summary
Qualified and skilled professional with experience and record of successful job performance, problem-solver ability, and experience in customer satisfaction.
Overview
15
15
years of professional experience
Work History
Office Specialist II
City Of Simi Valley
08.2023 - Current
- Prepare, type, word process, proofread, submit and track a variety of documents including general correspondence, agendas, reports, specification, memoranda and statistical charts from rough draft or verbal instructions
- Answer the telephone, screen and route calls to appropriate personnel, respond to complaints or inquiries, greet visitors, schedule meetings as requested, provide information on departmental and City policies and procedures as required
- Receive, prepare and review documents for transfer onto the City's website, ensure appropriate formatting is used, update information and documents posted on the website
- Monitor and maintain control of a variety of documents, records and reports, track storage locations required retention time and inventory of all documents, prepare record destruction forms, update records management database
- Collect fees, reconcile cash drawer, record daily cash counted on applicable forms, prepare deposit slip, prepare cash drawer for next business day
- Coordinate secretarial and clerical activities with other administrative support staff
- Provide assistance to other departmental staff in using various office applications
- Prepare purchase request and logs; manage purchases and order status; track and prepare employee reimbursements
- Receive, sort and distribute incoming and outgoing correspondence and mail
- Attend and participate in support staff group meetings as required
- As needed, attend and help coordinate City events, prepare materials, assist attendees.
- Attend meetings, take and prepare minutes as necessary
- Serve as back up to various other administrative support positions as required
Senior Regulatory Specialist
LoanDepot
03.2022 - 03.2023
- Monitor the workflow and assignment of escalations received via the Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), and several email boxes
- Investigate and resolve escalated complaints received from regulatory agencies such a Attorney General and Congressional Offices from inception to closing while providing quality resolution to customers
- Write response letters in a professional manner containing accurate information, including copies of requested documents
- investigate and resolved a variety of issues, including problems related to escrow, taxes, insurance, contested late charges, late payments, credit disputes, fees, loss mitigation, and payment verification
- Maintained records and pertinent information, and action taken in response to borrower's dispute or inquiry in the loan record maintained in the loan servicing systems
- Reviewed escalated complaints and identify Fair Lending and Unfair, Deceptive, and Abusive Acts and Practices (UDAAP) allegations
- Assisted with monthly project reporting
- Assisted with On-The-Job Training of new onboarding specialists
Home Loan Specialist II
PennyMac Loan Services, LLC
02.2013 - 05.2022
- Analyzed applicants'' credit histories, income levels, and other factors to determine qualification status accurately based on lender requirements.
- Improved efficiency within the team by sharing best practices and contributing to ongoing training initiatives.
- Managed multiple loans simultaneously while maintaining high levels of organization and attention to detail.
- Ensured compliance with industry regulations and company policies when processing loan applications.
- Collaborated with underwriters to expedite loan processing, ensuring timely closings.
- Reviewed loan files and updated to match current standards.
Senior Research Associate
PennyMac Loan Services, LLC
02.2013 - 05.2022
- Monitored workflow and assignment of escalations received via the Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), Social Media Channels (Facebook, Twitter, Yelp, and Instagram), and several email inboxes.
- Acknowledged escalations received from customer via Social Media channels (Facebook, Twitter, Yelp, and Instagram).
- Researched customer inquiries received via email and live chat regarding their mortgage loans and provide resolution to the inquiries.
- Research and resolved a variety of issues, including problems related to escrow, taxes, insurance, contested late charges and past due payments, fees associated with collection efforts or property preservation, foreclosure and modification disputes, account balance and payment verification.
- Drafted response letters in a professional manner containing accurate information, including copies of requested documents.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality deliverables.
- Thoroughly researched alleged fraud claims, and other violations to determine the root cause.
Executive Operations Consultant
Bank Of America
12.2008 - 02.2013
- Managed a large pipeline of escalated complaints received from regulatory agencies such as the Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), Attorney General, and Congressional Offices from inception to closing while providing quality resolution to customers.
- Performed extensive research, analyzed and resolved customers concerns.
- Identified, interpreted, and assessed risk by resolving escalated issues while maintaining company guidelines.
- Mitigated highly escalated customers and provided reassurance while investigating their concerns
- Collaborated with other lines of business to fully identify and address customer concerns.
- Maintained quality and productivity while working on multiple service request.
Customer Service Representative
Bank Of America
12.2008 - 02.2013
- Resolved customer complaints related to loan payments, escrow, taxes, payoff, and loan documents with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted with On-The-Job Training of new onboarding Customer Service Representatives
Customer Advocate
Bank Of America
12.2008 - 02.2013
- Assisted with customer escalations received by the Office of the CEO and President by assigning the escalation to the appropriate group.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Documented customer concerns and inquiry resolutions in internal computer system.
Education
No Degree - Business Management
Los Angeles Pierce College
Woodland Hills, CASkills
- Customer Service
- Problem-solving
- Organizational Skills
- Communication Skills
- Software Applications
- Records Management Expertise
- File Maintenance
- Positive Attitude
- Time Management
- Strong Problem Solver
- Data Entry
- Organizing and Categorizing
Summary - Text
Experienced and motivated professional with strong organizational and communication skills. Proficient in various software applications and experienced in customer service and problem-solving. Highly adaptable and able to work well in fast-paced environments.
Languages
Spanish
Native or Bilingual
Timeline
Office Specialist II
City Of Simi Valley
08.2023 - Current
Senior Regulatory Specialist
LoanDepot
03.2022 - 03.2023
Home Loan Specialist II
PennyMac Loan Services, LLC
02.2013 - 05.2022
Senior Research Associate
PennyMac Loan Services, LLC
02.2013 - 05.2022
Executive Operations Consultant
Bank Of America
12.2008 - 02.2013
Customer Service Representative
Bank Of America
12.2008 - 02.2013
Customer Advocate
Bank Of America
12.2008 - 02.2013
No Degree - Business Management
Los Angeles Pierce College
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