FELICITA COLLAZO
Raleigh
Summary
Mortgage professional with 15 years of experience in financial services, specializing in real estate, mortgage lending, and default servicing. Expertise in loan products and underwriting, ensuring strict adherence to regulatory compliance. Achievements include enhanced processing efficiency and substantial growth in client relationships. Proven track record of maintaining high customer satisfaction levels.
Overview
30
30
years of professional experience
4
4
Certifications
Work History
Mortgage Loan Originator | Mortgage Assistant
KORE Mortgage
Midlothian
02.2025 - Current
- Review loan applications for accuracy and completeness to ensure processing efficiency.
- Coordinate with underwriters to assess loan eligibility and expedite approvals.
- Manage client consultations to determine mortgage needs and preferences effectively.
- Maintain detailed records of loan processing activities for compliance audits.
- Ensure adherence to industry regulations, including Truth-in-Lending Act and Equal Credit Opportunity Act.
- Educate clients on mortgage processes, enhancing understanding and overall experience.
- Collaborate with real estate professionals to facilitate smooth loan closings.
- Utilize software systems for tracking loan applications and maintaining client communications.
- Built relationships with clients through effective communication and follow-ups.
- Provide excellent customer service at all times by responding promptly to inquiries.
- Research and evaluated various loan products to determine the best fit for each customer.
- Develop relationships with real estate agents, builders, title companies, attorneys and other referral sources.
Owner | Esthetician
Posh Skin Bar & Spa
Richmond
01.2023 - 01.2025
- Managed daily operations and staff scheduling for spa services efficiently.
- Developed marketing strategies that attracted new clients effectively.
- Trained staff on customer service and treatment techniques to enhance service delivery.
- Ensured compliance with health regulations and safety standards continuously.
- Oversaw inventory management and supply ordering for spa products meticulously.
- Built relationships with vendors to secure high-quality supplies and equipment.
- Designed service menus that enhanced client experience significantly.
- Led staff training and development initiatives for service excellence.
Loss Mitigation Relationship Mgr II | SME
Citizens One Home Loans
Glen Allen
02.2017 - 05.2022
- Trained team members on loss mitigation best practices to enhance performance.
- Analyzed loan modification requests to assess eligibility and compliance with regulatory standards.
- Reviewed and approved loan modifications in accordance with investor guidelines.
- Maintained up-to-date knowledge of federal regulations and laws across multiple states.
- Resolved disputes related to loan modifications efficiently and effectively.
- Managed high volume of incoming requests, ensuring timely processing of documents.
- Provided guidance and support to departmental staff during challenging cases.
- Participated in industry training sessions focused on foreclosure prevention efforts.
Loss Mitigation SPOC I
Citizens Bank
Glen Allen
06.2014 - 01.2017
- Evaluated loan modification applications for compliance with company policies.
- Collaborated with internal teams to develop effective loss mitigation strategies.
- Assisted clients in understanding their options and processes for loan relief.
- Maintained accurate records of client interactions and case progress in the system.
- Reviewed financial statements to assess borrower eligibility for assistance programs.
- Prepared monthly reports detailing progress made in resolving delinquent accounts.
- Coordinated with third parties such as attorneys and credit counselors, when needed.
Loss Mitigation Fulfillment Specialist II
RBS Citizens Bank
Glen Allen
09.2012 - 05.2014
- Properly ensure that information and documentation required for loan approval are obtained in a timely manner while adhering to investor & company guidelines in a production driven environment.
- Work with customers to best determine the most effective products to mitigate losses and or foreclosure proceedings.
- Order and monitor receipt of all required vendor service documents associated with loan requests.
- Review income, title, appraisal, flood certification, etc. for accuracy and compliance prior to submission to underwriting.
Loss Mitigation Specialist I
IBM Seterus, Inc.
Research Triangle Park
02.2012 - 08.2012
- Work in a call center environment to answer customer questions relating to escrow accounts, balance and payment inquiries, missing payments, payoff requests, interest rate changes, and other mortgage servicing inquiries.
- Advise customers on available loss mitigation programs to help avoid foreclosure procedures; review customer documents for available programs.
- Record payment arrangements and other critical information obtained through verbal or written borrower communication.
- Negotiate payment arrangements when full payment is not possible, using respectful negotiation techniques.
- Adhere to all mortgage lending laws.
Bail Bond Agent
Golder Bail Bond, Inc.
Raleigh
06.2008 - 08.2012
- Accurately accessed the reliability of information provided by clients to determine whether or not bonds could be executed.
- Recorded and verified all liens on collateral in the appropriate jurisdiction within 24 hours of posting bonds.
- Kept accurate and detailed records of bail bond paperwork, including entering payments into the company’s database system.
Medical Assistant
Cancer Centers of North Carolina
Raleigh
08.2009 - 05.2011
- Scheduled patient tests, procedures, hospital admissions, and follow-up appointments.
- Obtained authorization through insurance carriers.
- Recorded vital signs, height/weight measurements, medication changes, and updates.
Inside Sales Representative
Cherokee Wholesalers
Raleigh
02.2008 - 02.2009
- Served as customer service liaison working one-on-one with counter sale customers.
- Prepared work orders, invoices, and transactions using the company’s database system.
- Worked with the logistics department to ensure to accuracy of delivered products.
Customer Service Representative
Affiliated Computer Services
Cary
06.2006 - 02.2008
- Proactively provided retirement financial solutions in a call center environment.
- Responded to customer inquiries and requests and resolved issues efficiently and professionally.
Customer Service and Sales
Long Floor Supply Co.
Raleigh
05.2004 - 06.2006
- Conducted all invoicing and billing for a multi-million dollar hardwood floor wholesale company.
- Assisted contractors and homeowners with wood choices and purchases.
- Reconciled all accounting transactions, including daily bank deposits.
Office Assistant
CHR, Inc.
Raleigh
06.1996 - 04.2004
- Routed all inbound calls appropriately.
- Tracked and reported expenses on a monthly basis using Excel spreadsheets.
- Created contract proposals for new and existing clients.
Education
Bachelor of Science - Information Logistics Technology
Virginia State University
Petersburg, VA12-2023
Licensed - Esthetician
American Spirit Institute
Richmond, VA02-2023
Associate of Applied Science - Medical Assisting
ECPI College of Technology
Raleigh, NC08.2009
Skills
- Planning and organization
- Prioritization and time management
- Attention to detail
- Regulatory compliance
- Relationship building
- Problem solving
- Team collaboration
- Pipeline management
- Conflict resolution
- Analytical thinking
- Mortgage lending regulations
- Financial analysis
- Production leadership
- Negotiation tactics
- Goal orientation
- Document review
- Loan origination
- Sales development
- Payment collection
- Active listening and learning
- Client relationship management
- Marketing strategy development
- Inventory management
- Staff training and development
- Compliance management
- Customer service excellence
- Networking skills
- Critical thinking skills
- Staff management strategies
- Appointment scheduling and planning
- Health and safety compliance
- Budget planning and oversight
- Promotional event planning
- Service quality assurance strategies
- Program implementation
Certification
Licensed Real Estate Agent | NC & VA | 2012-2014 & 2018-2022
Timeline
Mortgage Loan Originator | Mortgage Assistant
KORE Mortgage
02.2025 - Current
Owner | Esthetician
Posh Skin Bar & Spa
01.2023 - 01.2025
Loss Mitigation Relationship Mgr II | SME
Citizens One Home Loans
02.2017 - 05.2022
Loss Mitigation SPOC I
Citizens Bank
06.2014 - 01.2017
Loss Mitigation Fulfillment Specialist II
RBS Citizens Bank
09.2012 - 05.2014
Loss Mitigation Specialist I
IBM Seterus, Inc.
02.2012 - 08.2012
Medical Assistant
Cancer Centers of North Carolina
08.2009 - 05.2011
Bail Bond Agent
Golder Bail Bond, Inc.
06.2008 - 08.2012
Inside Sales Representative
Cherokee Wholesalers
02.2008 - 02.2009
Customer Service Representative
Affiliated Computer Services
06.2006 - 02.2008
Customer Service and Sales
Long Floor Supply Co.
05.2004 - 06.2006
Office Assistant
CHR, Inc.
06.1996 - 04.2004
Bachelor of Science - Information Logistics Technology
Virginia State University
Licensed - Esthetician
American Spirit Institute
Associate of Applied Science - Medical Assisting
ECPI College of Technology