Mortgage Customer Specialist-Loan Counseling Department
Firstsource Solutions Mexico
Aug 2024 - Sep 2025 (1 year 2 months)
As a U.S.-based Mortgage Loan Counselor, I engage in daily live interactions with American customers to address mortgage payment concerns and provide sustainable financial solutions. My role includes in-depth reviews of each client's financial situation to assess repayment eligibility and negotiate tailored loan resolution agreements aligned with company standards and client needs. I apply strong emotional intelligence, especially when assisting distressed or dissatisfied clients, remaining composed, empathetic, and solution-focused to turn challenging conversations into positive outcomes. I also ensure precise payment processing and consistently uphold the highest standards of customer service and regulatory compliance, professionalism, an
