Antoinette Young
Summary
Escalation Specialist with over 5 years of experience in mortgage servicing, adept at resolving borrower issues and managing loan operations while ensuring compliance. Recently commissioned as a notary public and certified signing agent, possessing extensive knowledge of mortgage documents and closing processes. Seeking to leverage expertise in a mortgage or title company role.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Mortgage Escalation Specialist-Remote
Flagstar Bank
Troy
03.2020 - 04.2025
- Resolved complex customer escalation, ensuring compliance and maintaining 95% Quality Assurance
- Handled 30-60 loans by facilitating cross-department collaboration to prevent foreclosure.
- Reviewed mortgage documents for accuracy and compliance, recommending process improvements
- Trained newly hired team members and existing staff on effective communication strategies for mortgage resolution.
- Enhanced skills in handling Bankruptcy, Loss Mitigation, and Escrow procedures.
Teller/Customer Service Representative
Fifth Third Bancorp
Crown Point
03.2019 - 03.2020
- Managed resolution of customer queries regarding financial matters.
- Assisted clients by leveraging expertise in banking products.
- Increased revenue through strategic sales initiatives.
- Utilized point of sale system to handle daily monetary exchanges.
- Elevated customer support systems through coordinated teamwork.
Homeowner Assistance Counselor
Fifth Third Bancorp
Cincinnati
01.2018 - 03.2019
- Mitigated potential losses on delinquent mortgages by adhering to investor, bank, federal, and insurer guidelines.
- Guided homeowners through various resources and support programs.
- Gained expertise in various fields including Escrow, Loss Mitigation and Bankruptcy.
- Monitored loan performance post-modification over a year to ensure compliance standards.
- Frequently exceeded targets each month with quality assurance scores surpassing 90%.
Interior Design Assistant
Generation Interior Design LLC
Chicago
11.2014 - 08.2017
- Collaborated with senior designers on various projects, helping to research materials and trends for innovative design solutions
- Conducted site visits to assess spaces, take measurements, and assist in determining the best design layouts
- Managed inventory of design samples and materials, streamlining the selection process for client presentations
- Participated in client meetings to understand project goals and assist in developing design concepts
Legal/Post Judgment Supervisor
Blatt, Hassenmiller, Leibsker and Moore
Chicago
10.1999 - 12.2013
Education
BFA - Interior Architecture
Harrington College of Design And Technology
Chicago, IL05.2014
Skills
- Escalation and conflict resolution
- Mortgage servicing and escrow management
- Loan payoff and account reinstatement
- Document review and compliance
- Notarization & signing protocols
- Customer service and client communication
- Loan origination systems (LOS): Encompass, MSP and Salesforce
Certification
Notary Public, State of North Carolina
Commission Expires: 05/2030
Certified Notary Signing Agent,
National Notary Association-Certified 2025
Timeline
Mortgage Escalation Specialist-Remote
Flagstar Bank
03.2020 - 04.2025
Teller/Customer Service Representative
Fifth Third Bancorp
03.2019 - 03.2020
Homeowner Assistance Counselor
Fifth Third Bancorp
01.2018 - 03.2019
Interior Design Assistant
Generation Interior Design LLC
11.2014 - 08.2017
Legal/Post Judgment Supervisor
Blatt, Hassenmiller, Leibsker and Moore
10.1999 - 12.2013
BFA - Interior Architecture
Harrington College of Design And Technology
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