1. Luis R. López
1 Almonte Apt. 1505 San Juan, Puerto Rico 00926
(787) 457-6555 / (787) 548-6349 siulr1979@gmail.com
SUMMARY OF QUALIFICATIONS:
Customer Service professional with more than ten years of experience in the Banking and Retail industries. Ability
to use judgment without supervision to address or resolve clients needs. Efficient in a fast pace environment
managing high volume interaction in person or by phone in English and Spanish. Self motivated with high initiative
and team work oriented. Knowledge in Microsoft Office and handling multiple Window system and task
simultaneously. Strong knowledge in mediation processes and techniques.
ACCOMPLISHMENTS:
• Coordinated and conducted a sales compliance team that ensured good business practice.
• Active member of the recognition team, educating staff in complying with required documentation impacting
approval 90%.
• Participated in training new hire associates resulting in highly efficient service and increasing customer
satisfaction.
EMPLOYMENT HISTORY:
Asset Resolution Specialist 11-01-2014 Present
Employer: Rushmore Loan Management (Mortgage)
Supervisor: Rosa Estrada
• Worked an assigned portfolio of loans with a primary goal of bringing about a satisfactory resolution of the
default.
• Evaluating low valued assets and provide best course of action or exit strategy.
• Ability to evaluate real estate valuations (appraisals, BPO’s) and good understanding of real estate market
trends and site demographics.
• Negotiating Short Payoff and or Insurance Claims Settlements.
• Identifying high risk assets that should be written off.
• Develop a good understanding of the loss mitigation departments’ policies and procedures.
• Requesting property inspections and contractor repair bids as may be applicable during our normal course
of business.
Loss Mitigation Specialist (Mortgage) 04-01-2014 / 10-24-2014
Employer: Doral Bank
Supervisor: Joel Franco
• Head responsibility for on-time reporting of loss mitigation projects to guarantors and investors.
• Handle all court proceedings and legal actions for Credit Union and inform same to senior management.
• Contact and interact with delinquent borrowers to review different options to foreclosure.
• Enforce loan workouts, forbearance, stipulations, modifications as well as deed in lieu transactions
adhering to investor guidelines.
• Supervise all Forbearance, changes and payment plans to ensure compliance to agreements.
• Check performance for precision to avoid issues in consequent steps.
• Provide direction and leadership to Risk Management team members.
Service and Sales Associate III (Credit cards) 2006-2013
Employer: Citibank
Supervisor: Catiria Llanos, (859) 283-8753, may be contacted.
• Handled incoming calls for CitiCards.
• Evaluated customers’ credit necessities and offered solutions.

2. • Analyzed and resolved customers’ claims in regards disputed charges.
• Ensured the procedures were in compliance with regulations.
• Participated in coaching opportunities for other employees.
• Analyzed and reviewed new consumers’ protection laws to ensured compliance on company sales.
Head Teller / Official 2003-2005
Employer: Banco Popular
Supervisor: Alma Ortiz retired.
• Helped customers with the management of their bank accounts.
• Examine checks for endorsements and to verify other information such as dates, bank names, identification
of the persons receiving payments and the legality of the documents
• Received Wells Fargo’s remittance.
• Responsible of supervising approximately 9 tellers.
• In charge of replenishing the automated ATH machine and transferring money to the vault.
• Balance drawer daily, including periodic batching of cashed checks.
EDUCATION:
Sacred Heart University Dec 2012
B.S. Degree, Systems of Justice - Cum Laude: GPA 3.44/4.0
TRAINING/COURSES:
• Fair Lending Act / Fraud Prevention
• Anti Money Laundering
• American with Disabilities Act
• Sanctions and anti bribery and corruption
• Mediation
• Courses approved in Phycology