Emilyann Casillas
Garden Grove
Summary
Driven, dedicated, and reliable loan processing professional with 5+ years of experience across mortgage, loss mitigation, student loan, and debt settlement processing / sales . Proven ability to manage high-volume, detail-oriented work with accuracy and efficiency in fast-paced environments. Extensive background in FHA, VA, and conventional mortgage loans; loss mitigation programs; federal and private student loans; and consumer debt settlement. Known for strong compliance knowledge, leadership experience, attention to detail, and exceptional communication with borrowers, affiliates, and internal teams.
Overview
5
5
years of professional experience
Work History
Senior Home Retention Counselor
The Retention Group
06.2025 - Current
- Provide a high level of service by designing comprehensive plans to help homeowners avoid mortgage default and potential foreclosure.
- Develop strategic plans of action to obtain the best possible outcomes for clients through negotiation, loan restructuring, and feasible repayment solutions.
- Analyze and interpret borrower financial data to determine eligibility for retention options while adhering to strict investor and regulatory guidelines.
- Communicate effectively with clients, servicers, and internal teams to ensure timely processing and resolution of retention cases.
Loss Mitigation Processor
The Retention Group
10.2024 - 06.2025
- Reviewed and analyzed borrower financial documentation to determine eligibility for mortgage assistance programs, including loan modifications, forbearance, and repayment plans.
- Prepared and submitted complete loss mitigation packages to investors and servicers, ensuring compliance with investor guidelines and regulatory requirements.
- Maintained consistent communication with borrowers, servicers, and internal teams to provide status updates, obtain additional documentation, and support timely resolution of assistance requests.
Director of Debt Settlement Processing
Verify Debt Solutions
03.2023 - 09.2024
- Oversaw end-to-end processing operations for debt settlement files, ensuring accuracy, compliance, and timely first payments.
- Audited all team and affiliate-submitted files to maintain quality control and adherence to internal and regulatory guidelines.
- Produced daily operational and performance reports to support leadership decision-making and track key performance metrics.
- Served as primary support for affiliates, providing guidance on file submissions, compliance standards, and enrollment best practices.
- Identified recoverable leads through detailed data analysis and collaborated with retention teams to maximize client retention and revenue.
- Led onboarding and training for new affiliates, reducing re-enrollments and minimizing processing errors.
- Implemented workflow and process improvements that increased efficiency, communication, and overall team performance.
Student Loans Processor
SLFD Processing Center
05.2021 - 01.2023
- Processed and verified federal and private student loan applications, ensuring accuracy, completeness, and regulatory compliance.
- Communicated directly with borrowers and financial aid offices to collect documentation, resolve discrepancies, and provide status updates.
- Monitored loan progress, identified processing delays, and escalated issues to meet deadlines and compliance requirements.
Education
Diploma -
Santiago High School
Skills
- Loan Processing & Documentation Review
- Loss Mitigation & Mortgage Assistance Programs
- Debt Settlement & Compliance Oversight
- File Auditing & Quality Control
- Reporting & Data Analysis
- Workflow & Process Improvement
- Affiliate & Client Support
- Advanced Customer Service
- Time Management & Multitasking
- Strong Written & Verbal Communication
- Technology Proficient
Languages
English
Spanish
Additional Experience
- Tax Relief Advocates 2023— Customer Service Representative (Short-term)
- Radius Financial Solutions / Americor Training — Debt Settlement Sales Representative (Training & Short-term role)
Timeline
Senior Home Retention Counselor
The Retention Group
06.2025 - Current
Loss Mitigation Processor
The Retention Group
10.2024 - 06.2025
Director of Debt Settlement Processing
Verify Debt Solutions
03.2023 - 09.2024
Student Loans Processor
SLFD Processing Center
05.2021 - 01.2023
Diploma -
Santiago High School