Natalie Valenzuela
Tempe
Summary
Results-driven professional with 17+ years of customer service experience, seeking to transition into a leadership role in loan servicing. Expert in Home Improvement Loans, Personal loans, and Credit Lines with a proven track record of maintaining high quality standards and assisting peers in learning and growing into new roles. Skilled in creating training materials and contributing to pilot programs for new products with internal systems. Demonstrates leadership by example and possesses a strong aptitude for guiding teams towards success.
Overview
8
8
years of professional experience
Work History
Account Servicing-Welcome Call Team III
Upgrade
2024.07 - Current
- Making outbound calls introducing Upgrade, reviewing terms with customers and provide next steps for HI loans.
- Answer incoming customer calls regarding existing home improvement loan accounts to resolve billing issues, service questions, and general concerns.
- Assist customers with initiating disputes, complaints, or cancellation for existing loans.
- Manage multiple simultaneous projects, prioritizing tasks to meet deadlines and exceed client expectations.
- Created training material and trained new level II in HI
- Create OPR- Jira tickets for account closures, payment allocations, check research, billing issues.
Resolution Specialist III
Upgrade
2024.02 - 2024.07
- Efficiently handled a high volume of escalated customer inquiries, demonstrating strong problem-solving skills and professionalism.
- Managed escalated email correspondence, providing thorough and timely written responses to sensitive customer concerns. Utilized in-depth product knowledge and company policies to find appropriate solutions, often dealing with challenging situations that required careful diplomacy and conflict resolution skills.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Completed call reviews, LSV's, and RIF's in order to get to root of issue and rectify issue preventing potential lawsuits causing CAT team to be involved.
- Provide coaching and transaction errors to CCP's to prevent recurring issue and provide feedback/correct information.
Loan Servicing
Upgrade
2022.10 - 2024.02
- Answer incoming customer calls regarding existing PL/PCL accounts to resolve billing issues, service questions, and general concerns about adverse actions.
- Assist customers with filing disputes for unusual activity.
- Actively contributed to the onboarding and training of new employees, nurturing their development.
Document Alias Analyst
Rocket Mortgage
2020.09 - 2022.10
- Responsible for handling various documents received throughout the client's mortgage loan application process.
- Confirm documents are correctly named and attached to the correct loan number using AMP to prevent errors and duplications.
- Responsible for sending out daily and hourly stats for the AZ source team.
- Exceeded expectations with 220 documents per hour, where the minimum goal was 118 documents while maintaining a low error rate of 99.9%
Healthcare Scheduling Specialist
Banner Healthcare
2018.01 - 2020.09
- Responsible for scheduling appointments with Physicians while adhering to protocol and ensuring patient safety and HIPPA guidelines.
- Obtain patient demographics, insurance information, and necessary documents to secure authorization and referrals.
- Assist in training new hires and providing them with documents and organization tools to ensure success.
Patient Care Coordinator
Medrisk
2016.05 - 2017.12
- Receive inbound phone and electronic referrals from workers' compensation insurance companies, nurse case managers, providers, doctors, patients, etc.
- Make outbound calls to Providers and Patients to schedule patients' Physical Therapy.
- Make outbound telephonic/electronic contacts with adjusters and Physical Therapy Centers to verify new case information/missing information and request other related paperwork.
Education
High School Diploma -
Starshine Academy
Phoenix, AZ05.2007
Skills
- Ability to guide, motivate, and develop team members.
- Clear and effective communication with team members, management, and clients.
- Strong problem-solving skills
- Teamwork
- Time Management
- Adaptable to change
- Critical Thinking
- Emotional Intelligence
- Maintain superior quality assurance results
Projects
- HI Email training
- HI Crash Course Training
- De-Escalation Training
- Resolution Starter Kit
- Pilot for the Welcome Call Team
- Creating HI policy and procedures
- Pilot for PODS
Timeline
Account Servicing-Welcome Call Team III
Upgrade
2024.07 - Current
Resolution Specialist III
Upgrade
2024.02 - 2024.07
Loan Servicing
Upgrade
2022.10 - 2024.02
Document Alias Analyst
Rocket Mortgage
2020.09 - 2022.10
Healthcare Scheduling Specialist
Banner Healthcare
2018.01 - 2020.09
Patient Care Coordinator
Medrisk
2016.05 - 2017.12
High School Diploma -
Starshine Academy
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