KARLA MAE ARNADO
Early Resolution Tier 2
Cebu City
Summary
Mortgage Collections Specialist – Tier 2 Early Resolution handling mortgage account inquiries, payment arrangements, and delinquent account resolution for U.S. homeowners. Supports borrowers through loss mitigation, escrow education, and foreclosure prevention conversations while restoring accounts to good standing. Advanced to Tier 2 within three months through strong problem solving and customer communication.
Overview
2
2
Languages
4
4
years of professional experience
Work History
Early Resolution Agent Tier 2 (Promoted)
MODER SOLUTIONS
08.2025 - Current
- Customer Service Representative
- May 2025 – August 2025
- Assisted U.S. homeowners with mortgage account inquiries and payment arrangements.
- Educated borrowers on escrow accounts, payment applications, and account status.
- Managed delinquent mortgage accounts and identified solutions to restore accounts to good standing.
- Assisted customers experiencing financial hardship through loss mitigation and foreclosure prevention options.
- Promoted to Tier 2 Early Resolution Specialist within three months due to strong performance and problem-solving abilities.
- Managed delinquent accounts to facilitate timely mortgage payments.
- Utilized collection software to track payment history and communication logs.
- Collaborated with clients to develop repayment plans tailored to individual circumstances.
- Educated clients about mortgage policies and their implications for collections processes.
- Analyzed account data to identify trends in delinquencies and improve recovery strategies.
Sales Manager (Promoted)
GOLDEN TOPPER
10.2024 - 05.2025
- Property Consultant
- January 2024 – October 2024
- Assisted clients in buying, selling, and leasing residential and commercial properties.
- Advised clients on financing and investment opportunities.
- Managed property marketing campaigns using Canva.
- Led and supervised a team of Property Consultants.
- Coordinated property viewings, negotiations, and client relations.
- Developed and implemented sales strategies to achieve quarterly revenue targets.
- Trained and mentored new sales team members, enhancing overall team performance.
- Established strong relationships with key clients, resulting in increased customer loyalty.
Technical Support Representative (Promoted)
OPTUM GLOBAL SOLUTIONS
08.2022 - 03.2024
- Customer Service Advocate
- August 2022 – March 2024
- Assisted members with prescription, insurance, and pharmacy inquiries, ensuring timely access to necessary medications.
- Verified medication coverage and eligibility benefits to facilitate seamless member experiences.
- Researched pharmacy availability and coordinated resolutions.
- Supported OptumRx online account management and troubleshooting.
- Educated members on digital tools for medication management and insurance verification, enhancing user engagement and satisfaction.
Education
Bachelor of Science - Psychology
Western Mindanao State University
Zamboanga City03-2019
Zamboanga Del Norte National High School
Dipolog City03-2015
Dipolog Pilot Demonstration School
Dipolog City03-2011
Skills
Mortgage collections
Early resolution
Loss mitigation
Foreclosure prevention
Escrow education
Customer service
Account management
Data entry & documentation
Salesforce CRM
Microsoft Excel
Call center quality assurance
Timeline
Early Resolution Agent Tier 2 (Promoted)
MODER SOLUTIONS
08.2025 - Current
Sales Manager (Promoted)
GOLDEN TOPPER
10.2024 - 05.2025
Technical Support Representative (Promoted)
OPTUM GLOBAL SOLUTIONS
08.2022 - 03.2024
Bachelor of Science - Psychology
Western Mindanao State University
Zamboanga Del Norte National High School
Dipolog Pilot Demonstration School