Marisol Gonzalez

Currently looking for a different career path while still using my life experience in sales and customer service.

AAA June 2021- Present
Licenses Sales Agent for life insurance and annuity; called leads at call center environment within our company, setup appointments, help member’s with the process from beginning to end of the process, follow up with members yearly. customer service assistance when member’s inquire about their life insurance policy and annuity.

New York Life September 2020 - June 2020
Licenses Sales Agent for life insurance; cold calling, visiting client’s offices, setting up zoom meetings, going over different sales products. Help train new sales agents, also work with Spanish clients.
Cash Call/Delbert Services/LoanMe QA Analyst July 2013 – August 2020
Monitored Outbound/Inbound calls fro Collections and Customer Service Department. Review process in various servicing departments for quality and compliance.Provide quality monitoring reports and scorecards with detail coaching feedback for Collections representatives, Customer Service representatives and Loan Agents. Provide guidance and coaching for areas of opportunities. Partner with different departments to participate in/host call calibrations. Develop best practices to resolve delinquencies and meet regulatory compliances. Facilitate new hire training class to introduce Quality Assurance Department and scoring method for Customer Service and Collection call audits.
Experience
Bank of America Loan Processor (Loan Servicing Specialist III Officer) May 2009 - July 2013
Analyzed client’s financial situations in order to guide them to a resolution in a face to face environment and/or over the phone. Calculated customer’s income and verified all documents for loan processes. Managing a pipeline of 50-80 loans in a timely matter, work all types of private investors, Fannie, Freddie Mac, and FHA loans. Work independently to assist with training, coaching at other sites as a subject matter expert, facilitate training classes, monitoring associates calls, meetings and work ethics, as well as helping them with the process from beginning to end to give the customer great customer service experience. Coordinate volunteer work within our office; organize activities for associates on site.
Bank of America Senior Collector 1st Mortgage/ Negotiator April 08- May 09
Assisted in the underwriting and preparation of loan documents with an emphasis on loan modification and MHA programs type loans. Also helped efficiently guide the applicants through these processes
Bank of America Senior Customer Service Mortgage and Home Equity March 07- April 09
Worked high volume calls, assisted and educated customers in the mortgage and home equity line of credit process. Monitored and mentored new associates on their call quality. Collaborated with team members in order to procure the best result with every customer.
Bank of America Senior Account Manager (City of Pasadena) April 2004 - March 2007
Worked high volume calls to collect on past due delinquent accounts. Mitigated troubled accounts while maintain superior loss ratios for the company. Lead and coordinated site wide meetings within the branch. 

Platt collage 

Paralegal 2009