Susana C. Molina
5210 Four Rivers Court, Houston, Texas 77091
(713) 933-4304 ∙ email@example.com
Customer-focused, bilingual Loss Mitigation Collection Specialist with more than 10 years of
experience in the Modification/Underwriting banking profession. Extensive interpersonal and
negotiation skills, and in-depth knowledge of loans that are delinquent or at high risk for
delinquency. Professionally works with borrowers’ to modify mortgage loans by reviewing
borrowers’ personal expenses and analyzing their DTI to determine effective solutions to
resolve delinquent accounts. Fluent in English and Spanish.
Ocwen LLC, Houston, TX January 2012- July 31, 2015
Home Retention Consultant, Relationship Manager
Independently assisted customers with requests for loan workout solutions, process and
follow up on applications and provide customers with status updates.
Assisted customers with resolution plans through the use of forbearance agreements,
loan reinstatements,loan modifications, deed in lieus, pre-approved short sales and total
Communicated all aspects of a plan with a customer and or third parties. Managed and
followed up on plans assigned in a timely manner.
Ability to handle inbound and outbound calls from a call queue. Worked with co-workers
to assist in achieving team and departmenalt goals.
Exceeded in individual goals on a monthly basis.
Banco Popular North America, Houston, TX October 2008- March 31, 2011
Mortgage Loan Underwriter/Loss Mitigation Specialist
Assist customers in all phases of the collection cycle.
Found solutions to borrowers' 90 day delinquent accounts by assisting them with short
sales, Deed in Lieu, and negotiating with borrowers' to avoid foreclosure.
Prepared and maintained loan files, ensuring supporting documentation adhered to
policies, procedures, regulations and third party service level agreements.
Initiated and answered customer telephone calls to assist customers in need of
Reviewed clients' current mortgage terms and recommended options to reduce rates to
stop foreclosure and make the homes affordable within bank guidelines.
Prepare and review a comprehensive Financial Analysis that includes the borrowers
personal and business income and expense financials, bank statements, check stubs,
and all income documents to determine if the borrower is a candidate for a loan
Worked directly with borrowers' to modify mortgage loans by reviewing borrowers'
personal expenses and analyzing their DTI.
Professionally communicated with borrowers' in financial hardships to determine
appropriate recommendations to the borrower's loan to benefit the borrower and the
Reviewed HUD's and listing agreements for short sales with Realtors.
Realty Associates, Houston, TX January 2005 - October 2008
Real Estate Agent
Assisted clients in acquisition of houses, including researching availabilities, coordinating
showings, submitting purchase contracts, and educating on closing process.
Marketed properties for disposition, including preparing listing for various services and
JP Morgan Chase, Houston, TX March 1996 - January 2005
Small Business Workout Officer
Negotiated and restructured 90-day plus delinquent accounts.
Coordinated with attorneys to file suit on guarantors that refused payment
arrangements and maintained communications with attorneys on statuses of accounts.
Assisted the collection group with action plans to stop delinquency.
Performed skip tracing.
Senior Underwriter, Indirect Auto
Analyzed customers' financial history to grant loan in accordance with risk management.
Negotiated rates and terms of loans directly with Finance Directors.
Responsible for capturing new business, presented new loan proposals to Finance
Directors of various auto dealers.
Dealt specifically with local High Line Auto Dealers reviewing the borrowers credit.
Maintained multi-million dollar relationships with various dealers.
Established top lender status with Saturn Dealers.
Named Employee of the Month numerous times.
Bilingual: English and Spanish
Call Center Experience
University of Houston, Houston, TX 1980-1985
Earned 40+ credits earned.