Client Relationship Management and Success | Regulatory Escalations
Romblon
Customer Success and Operations professional with 13+ years of experience delivering exceptional customer experiences within highly regulated financial services environments. Managed thousands of executive and regulatory customer escalations, consistently meeting service-level commitments while strengthening customer relationships and ensuring regulatory compliance. Known for partnering with Operations, Compliance, Legal, and Risk teams to resolve high-impact issues, streamline workflows, improve service quality, and implement process improvements that enhance operational performance. Experienced with CRM platforms, case management systems, analytics, and AI-assisted productivity tools.
Onity, full_time
Apr 2015 to Apr 2026
Managed 60–80 executive and regulatory escalations weekly, maintaining 99% SLA compliance by prioritizing cases and coordinating across multiple business units. Negotiated customer-focused resolutions that preserved customer relationships while meeting regulatory and business requirements. Resolved 300+ complex customer escalations monthly, achieving timely resolutions by partnering with Compliance, Legal, and Operations teams. Identified recurring complaint trends and recommended process improvements that reduced repeat servicing issues across multiple business units Supported CFPB and investor compliance by investigating and resolving executive complaints within required service-level agreements. Produced 100% audit-ready case documentation, reducing compliance risk through accurate, timely case management. Reduced documentation time by using AI productivity tools to draft communications, summarize cases, and standardize customer responses.
Ocwen Business Solutions, full_time
Sep 2013 to Apr 2015
Delivered customer support across mortgage payments, escrow, insurance, account maintenance, and servicing inquiries. Consistently achieved service quality and productivity goals while maintaining high customer satisfaction. Accurately documented customer interactions and coordinated complex issue escalations. Built strong customer relationships by providing timely, accurate, and empathetic service.
Sykes Marketing Services Inc, full_time
Jul 2012 to Sep 2013
related to payments, escrow, insurance, and account maintenance. Delivered timely, accurate service while maintaining documentation quality and productivity standards. Escalated complex issues appropriately to ensure continuity of service and effective resolution. Built customer trust through clear communication and responsive problem-solving.