Marlene Luna Email & Phone Number

Santa Ana, CA

• Responsible for conducting scheduled monthly/quarterly audits to ensure CPS Servicing business unit is in compliance with all internal policy & procedures; adherence to federal, state, local and governmental regulatory.
• Assist property services and cross-functional teams with vendor management, vendor risk assessments and vendor compliance reviews.
• Conduct scheduled monthly/quarterly audits to ensure the business unit is in compliance with all internal policy & procedures.
• Facilitate and resolve vendor compliance reviews and performance including, but not limited to payment and invoice adjustments. Maintain accuracy ratio of 98%.
• Meet or exceed the targeted number of quality assurance reviews and assist in the exception/dispute review process.

Pomona, CA

• Responsible for performance management and coaching of all employees within the Foreclosure Review Group. Responsible for providing adequate audit trail of key management reporting, training, and coaching. In-depth.
• Assist in the launch of the Foreclosure Review Group in the California site which supported the group in meeting regulatory objectives.
• Provide and document performance feedback through side-by-side coaching, recognize and correct deficiencies through the development of improvement plans.
• Create mutually beneficial opportunities that benefit both client and vendors to ensure a strong working partnership.

• Manage and identify the needs and wants of the business and work on multiple projects alongside IT to ensure project outcome success. Manage assigned vendors in the foreclosure portfolio to ensure that all required.
• Work directly with and serve as the liaison between business units, technology teams, and support teams.
• Critically evaluate information gathered from multiple sources, reconcile conflicts and decompose high-level information into details.
• Securing sign-off on requirements documentation to manage project scope
• Deliver informative, well-organized presentations.

Pomona, CA

• Responsible for recovering payments and assets by working with customers through available options.
• Maintained daily production and performance by investigating customer’s accounts and documents methodically.
• Document all information about collection action of an account into billing system.
• Ensure specific customer concerns are handled in a professional manner, demonstrating excellence in service and commitment to customer satisfaction.