Dyanna Pelayo

In my role, I support borrowers, lenders, and brokers with various real estate accounts, ensuring accurate account information and resolving discrepancies through collaboration with other teams. I handle invoicing and apply charges such as lender-placed insurance, legal fees, and inspection costs. I process payoff funds for both performing and non-performing loans, ensuring compliance with financial controls and regulations. I also generate payoff and reinstatement statements for foreclosure, pre-foreclosure, and bankruptcy cases, and process payments from various sources, including mail, wires, ACH, and online platforms. Additionally, I assist with audits, respond to client inquiries, and apply relevant collection laws. I also manage lender assignments, transfers, and review loans in pre-boarding status to ensure compliance with CFPB and FDCPA guidelines.

In this role, I oversaw a wide range of banking center operations, including preparing for internal and federal audits. I managed daily tasks such as processing domestic and international wire transfers, auditing vaults, balancing cash shipments, and reconciling ATMs. I was responsible for reviewing and verifying new customer onboarding, as well as processing mortgage and commercial payments.

I also prepared and reviewed residential mortgage and home equity applications and supported the loan process from application to funding. I supervised staff, conducted interviews, and implemented customer service strategies that improved service ratings and increased cross-selling opportunities. By building strong relationships with both consumer and business clients, I consistently provided exceptional service while promoting financial products and services. Additionally, I ensured smooth operational procedures, including balancing cash drawers and maintaining proper opening and closing protocols, while consistently achieving sales goals

As a sales representative, I consistently met and exceeded performance quotas while delivering exceptional customer service. I greeted customers with professionalism and a friendly demeanor, ensuring a positive experience. I thrived in competitive and high-pressure environments, demonstrating resilience and adaptability. I managed teams and trained new hires, fostering a collaborative and efficient work environment.

As a crew member at McDonald's, I provided excellent customer service, assisted with order preparation, and handled cash transactions. I maintained a clean workspace, worked efficiently with the team, and ensured smooth operations in a fast-paced environment. This role strengthened my communication, multitasking, cash handling, and teamwork skills.