Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
Generic

Amanda Casten

Northlake

Summary

Detail-oriented Manager with 24 years of experience in the mortgage industry and 3 years in residential rental property management. Proven track record in training and managing both onshore and offshore teams while ensuring compliance with regulatory standards and company policies. Expertise in developing standard operating procedures and training materials to enhance operational efficiency. Strong communication skills demonstrated through interactions with auditors, investors, and government regulators.

Overview

28
28
years of professional experience

Work History

REALTOR / Senior Property Manager

Northpoint Asset Management
Fort Worth
01.2022 - Current
  • Ensure tenant enrollment in Second Nature Resident Benefits program.
  • Manage a property portfolio of approximately 200 residential rental homes.
  • Maintain strong relationships with property owners and tenants to support retention and satisfaction.
  • Train and provide guidance to assistant property managers.
  • Prepare rental market analyses to support pricing strategies and attract qualified tenants.
  • Perform move-out inspections and compliance evaluations to ensure property standards and legal adherence.
  • Manage property turnover, including coordinating repairs and preparing homes for market readiness.
  • Address and resolved tenant and owner escalations.
  • Aid in eviction proceedings, including court appearances when necessary.
  • Arranged temporary housing for tenants during habitability issues or emergencies.
  • Assist with vendor coordination, insurance claim facilitation, and HOA compliance matters.

Tax and Insurance Manager

Rushmore Loan Management Service
Dallas
01.2015 - 01.2022
  • Managed Tax, Hazard Insurance, Loss Drafts, and Claims departments in a fast-paced environment at a rapidly growing company while maintaining the lowest staff turnover rate in the division.
  • Ensured operational excellence within both a 'high touch' and specialty servicing operation.
  • Managed the onboarding and integration of 2 external vendors, overseeing the outsourcing of internal processes and ensuring continuity, compliance, and operational efficiency.
  • Managed a growing portfolio that increased from 130,000 to 400,000 loans without increasing staff headcount while at the same time decreasing operational financial losses.
  • Created and maintained SOP’s, trained staff and provided guidance to outside vendors to ensure understanding and compliance.
  • Responsible for traditional management duties including, but not limited to, providing coaching and guidance to staff, employee career pathing, monitoring workflow, monitoring SLA’s and deadlines, developing and reviewing exception reports, complaint prevention and resolution, quality control, process gap analysis, and reporting.
  • Ensured on-timely payment of taxes and insurance premiums to minimize operational losses from late fees and penalties.
  • Worked closely with tax and insurance vendors to ensure proper business practices/ SOP’s are followed and SLA’s are met.
  • Worked directly with investors to meet their specialty service needs.
  • Managed and directly worked audits from internal and external auditors. This included meeting with the auditors directly.
  • Ensure compliance with requirements of applicable laws and regulations.

Senior Escrow Specialist

Pacific Union Financial
Irving/ Farmers Branch
01.2013 - 01.2015
  • Responsible for paying taxes, research and resolve borrower complaints and inquiries, process mail received, process return and refund checks, responsible for creating and maintaining accurate system tax records for mortgage loans being serviced.
  • Worked on implementation team to facilitate the system, procedure, and contractual obligations for the operations to be outsourced with an external vendor.
  • Served as vendor liaison between Pacific Union Financial and Tax Service Vendor.
  • Monitored operational losses and implemented policies and procedures to prevent future losses.
  • Analyzed processes and implement procedure enhancements as part of gap analysis, to improve efficiency and to ensure compliance with requirements of applicable laws and regulations.
  • Provide guidance to staff regarding policies and procedures as well as address challenges within the department, the company and with external vendors.

Escrow Administrator

Vantium Capital/ Acqura Loan Services
Irving
01.2012 - 01.2013
  • Responsible for the daily workflow of all escrow related activities for tax, hazard insurance and flood insurance teams.
  • Created and maintained SOP’s, trained staff and provided guidance to outside vendors to ensure understanding and compliance.
  • Monitored department production and quality to ensure investors and Senior Management receive accurate information and reports in a timely manner and to identify employee training opportunities.
  • Monitored the tax vendor to ensure taxes are paid promptly to minimize penalty payments and insurance is in place to protect Investor collateral.

Quality Control Specialist

AHMSI/ Homeward Residential
Coppell
01.2011 - 01.2012
  • Performed Quality Control Reviews to ensure company compliance of federal, state and investor guidelines for the following: Adjustable Rate Mortgage (ARM) loans, mortgage payments received, customer correspondence, escrow analysis, mortgage insurance payments, mortgage insurance terminations, flood insurance, flood zone change notifications, hazard insurance, loss drafts, interest on escrow, real estate taxes, late charges, lien releases, new loan boarding, Servicemembers Civil Relief Act (SCRA), modification fees, and Home Affordable Modification Program (HAMP).
  • Verified the adherence of company and government programs, policies, and procedures.
  • Prepared monthly Quality Control and Error reports.
  • Recommended, monitored and followed-up on corrective action plans in order to improve loan servicing processes and procedures.

Senior Escrow Specialist

Saxon Mortgage Services/ Morgan Stanley
Fort Worth/ Irving
01.2008 - 01.2011
  • Served as vendor liaison between Saxon and the tax service vendor.
  • Performed audits on deliverables from the tax service vendor.
  • Created management and departmental reports on a daily, weekly, and monthly basis.
  • Validated loan acquisition tax information loaded to servicing system, and coordinated with the tax service vendor to ensure a smooth transition to their servicing systems.
  • Researched and resolved escalated requests from departments within the company.

Non-escrow Research Team Lead

Westlake Settlement Service - Joint Venture with First American
Westlake
01.2007 - 01.2008
  • Created and maintained SOP’s, trained staff and provided guidance to outside vendors to ensure understanding and compliance.
  • Managed daily workflow and answer questions for management, clients, and staff.
  • Performed file maintenance on company and client systems to ensure accuracy of loan information.
  • Worked with management team to ensure that staff work with a balance of quality and quantity.
  • Responsible for escalated client requests and working directly with the client for quick resolution.
  • Resolved delinquent tax issues, erroneous payments, and request refunds from tax offices.

Claims Team Lead

CoreLogic (formerly First American Real Estate Tax Service)
Dallas & Westlake
01.1998 - 01.2007
  • Assessed liability for operational losses (tax penalty and interest loss claims).
  • Performed file maintenance on company systems to ensure accurate data was maintained.
  • Managed workflow and answered questions for management, clients, and staff both onshore and overseas.
  • Responsible for escalated client issues and worked directly with the client for quick resolution.
  • Streamlined tax penalty and interest loss claims process to maintain turnaround times and accuracy with approximately 65% less staff than that of previous management.

Education

Licensed REALTOR -

Champion School of Real Estate
Fort Worth, TX
01.2022

Certified Master Life Coach Practitioner -

Certified Coaches Federation
Ontario, Canada
01.2019

Core curriculum courses completed -

Tarrant County College
Hurst, TX
01.1998

Skills

  • Critical thinking
  • Problem solving
  • Vendor management
  • Customer service focus
  • Clear and timely communication
  • Leadership
  • Risk management
  • Complaint prevention and resolution
  • Project management and organization
  • Gap analysis
  • Creation and maintenance of company policies, procedures, and SOPs
  • Growth-minded and goal-oriented approach to work

Awards

President’s Award Recipient, 2014, First employee from the loan servicing division to ever to earn this award.

References

References available upon request.

Timeline

REALTOR / Senior Property Manager

Northpoint Asset Management
01.2022 - Current

Tax and Insurance Manager

Rushmore Loan Management Service
01.2015 - 01.2022

Senior Escrow Specialist

Pacific Union Financial
01.2013 - 01.2015

Escrow Administrator

Vantium Capital/ Acqura Loan Services
01.2012 - 01.2013

Quality Control Specialist

AHMSI/ Homeward Residential
01.2011 - 01.2012

Senior Escrow Specialist

Saxon Mortgage Services/ Morgan Stanley
01.2008 - 01.2011

Non-escrow Research Team Lead

Westlake Settlement Service - Joint Venture with First American
01.2007 - 01.2008

Claims Team Lead

CoreLogic (formerly First American Real Estate Tax Service)
01.1998 - 01.2007

Licensed REALTOR -

Champion School of Real Estate

Certified Master Life Coach Practitioner -

Certified Coaches Federation

Core curriculum courses completed -

Tarrant County College

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