Robert Delgado Email & Phone Number

Portland, Oregon, United States

Tustin, Ca

Conduct first-level triage on end user reported application issues. Analyze issues to differentiate between defects, data related, or user-generated and identify training opportunities. Conduit between business partners and the technology team.Analyze end user processes within Impact application to identify areas of opportunities to enhance procedures, application, and/or user experience to reduce handling time, meet client goals, and ensure business is compliant with state/federal initiatives and guidelines Conduct root cause analysis on 1900+ application issues in production environment to identify defects, data related issues, user generated issues, or training opportunities Utilize ticket management systems for production issues to collaborate with the application development team to triage and conduct root cause analysis Reduce resolution times of application support issue by 64% by creating a production support triage playbook for end users to avoid common application pitfalls and support team members as a step by step guide Create SharePoint site to increase visibility on current status of production support requests by end users, provide reporting on issue type and user trends to create knowledge-based articles, and decrease resolution times Facilitate training to end users on enhancements and defect fixes in the application using demos, user experience meetings, knowledge-based articles and email flash notifications

Beaverton, Or

Manage 6 to 8 members of the production support team for all loss mitigation applications to meet the needs of business partners, customers within client SLAsCoordinate User Acceptance Testing by creating test scripts, conditioning data in test environment, report UAT results and analysis, and provide signoff for production Conduct User Experience meetings with end users and business partners to discuss training opportunities, upcoming release information, process and application enhancements and monthly reporting on frequency of issues and resolution times

Beaverton, Or

Interview borrowers to determine hardship, financial situation and desire to retain or liquidate distressed assets, to determine loss mitigation options afforded to home owners while meeting investor requirements Train new Loan Mitigation Officers by utilizing training materials, loss mitigation policy and procedures, and side-by-side hands-on trainingParticipate in new application testing to determine more user-friendly and efficient ways to complete job related tasksHandle escalated, legal, CGA files as a member of the Loss Mitigation ACT teamProvide exceptional customer service and perform collection tasks, while adhering to FDCPA, FCRA and other regulatory guidelines

Beaverton, Or

Discuss loss mitigation options with customers after assessing financial situationGather and review customers’ financial documentation to ensure complete file prior to sending referral to the underwriting teamProvide exceptional customer service and perform collection tasks, while adhering to FDCPA, FCRA, and other regulatory guidelinesRequest foreclosure postponements for accounts with qualified referrals, reducing the risk of corporate lossesTrain new associates in areas of company servicing platform, loss mitigation policies and procedure, compliance, foreclosure procedures, and customer service