Zacquleen Dela Cruz

For the past 3yrs combined as a Residential Loan Specialist and Consumer Loan Servicing Technician

• Assisted with ensuring Insurance policies and Property taxes were up to date and met necessary requirements for new and existing residential loans.
• Worked directly with Mortgage officers and loan processors to book and funds new residential loans.
• Performed necessary maintenance for both Residential and Consumer loans, such posting payments, payment corrects and other needed maintenance coming from other departments or per member request,
• Assisted with maintaining files, records and logs in our records vault.
• Prepared paid notes, Releases of Mortgages and Lien Release for Paid off residential and auto loans.

Prior to moving to the Loan Servicing department within the Community First,

I spent a combined total of 9yrs in the operations department serving as an Member Service Representative I, Member Service Representative II, a Call Center Representative II, and then a Senior Member Representative.

• Developed rapport with members through active listening and empathetic responses to their concerns.
• Assisted Member with everyday transactions such as deposits, withdrawals, payments and check cashing.
• Managed escalated issues adeptly, negotiating resolutions that balanced both member needs and business objectives.
• Assisted with training new hires, guiding them as needed.