Proactive Escrow Officer with extensive experience managing multiple escrow accounts and streamlining real estate transactions. Expert in preparing detailed settlement statements, ensuring compliance, and collaborating with stakeholders to expedite closings. Bringing strong organizational skills, legal compliance awareness, and exceptional customer service to drive successful outcomes.
Hi, I’m
Eugenia Moran
Robert Lee,TX
Summary
Overview
26
years of professional experience
1
Certification
Work History
Surety Title Company
Escrow Officer
06.2012 - 04.2024
Job overview
- Managed multiple escrow accounts simultaneously, balancing financial transactions and minimizing risk of errors.
- Prepared detailed settlement statements for each transaction, accurately reflecting funds received and disbursed.
- Collaborated with real estate agents and lenders to expedite closing times on property sales.
- Developed strong relationships with clients by providing exceptional service, earning repeat business and referrals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to escrow transactions.
- Scheduled closing appointments for seller and buyer or arranged for delivery of documents for out of area closings.
- Maintained organized and accurate documentation for all escrow transactions, ensuring compliance with industry regulations.
- Prepared documents for closing and handled complete disbursement and follow up of escrow transactions.
- Maintained strict confidentiality in handling sensitive customer information, adhering to privacy laws and best practices.
- Checked signatures and legal descriptions for accuracy and integrity.
- Reviewed contracts thoroughly to ensure accuracy before proceeding with the escrow process.
- Followed industry standard escrow procedures and maintained awareness of regulations governing escrow process.
- Conducted thorough research on properties to confirm ownership, title status, and outstanding liens or encumbrances.
- Returned executed loan packages to lender for review and approval in accordance with lender instructions.
- Communicated requirements and title exception information to clients.
- Consistently met deadlines for preparing necessary paperwork for closings while maintaining high-quality work standards.
- Streamlined the escrow process for a smoother client experience, managing communication between all parties involved.
- Examined purchase and sale agreement for potential items of concern and addressed immediately.
- Assisted in training new employees on company policies, procedures, and software systems used in the escrow process.
- Managed real estate closing process in compliance with applicable standards and legal requirements.
- Updated internal tracking systems regularly to maintain accurate records of active transactions for easy monitoring of progress updates by staff members.
- Facilitated successful closings by guiding clients through the signing process and explaining complex legal terminology in layman''s terms.
- Reduced turnaround time in processing final documents by efficiently coordinating with title companies, attorneys, and other stakeholders.
- Provided exceptional support to colleagues during peak periods or absences due to illness or vacation time.
- Reviewed escrow accounting reports and resolved outstanding check or open file balance issues.
- Opened incoming orders and set up escrow files within 2 weeks of receiving purchase agreement.
- Set up escrow transactions, processed deposits and mailed out forms and preliminary title reports for review.
- Coordinated efforts between buyers and sellers to achieve mutually agreeable terms during negotiations of property sales.
- Implemented efficient workflow procedures which resulted in faster completion of escrow transactions.
- Adapted to changing industry regulations and policies, updating company practices accordingly to maintain compliance.
- Followed-up on status of releases, policies, and return of recorded documents.
- Developed and maintained relationships with key stakeholders, ensuring smooth transaction flow and timely completions.
- Managed escrow accounts, ensuring all financial transactions adhered to regulatory standards and were executed efficiently.
- Established comprehensive compliance program, significantly reducing risk of non-compliance with industry regulations.
- Liaised with external auditors during annual audits, ensuring full transparency and adherence to financial regulations.
- Facilitated training sessions for new hires, significantly improving their understanding of escrow processes and enhancing team performance.
- Optimized resource allocation for processing transactions, resulting in cost savings and improved turnaround times.
- Fostered culture of continuous improvement, leading to enhanced processes and customer service standards.
- Created detailed reports on transaction statuses for senior management, enabling more informed decision-making.
- Coordinated with agents, lenders, and buyers to ensure all documentation was completed accurately and on time for closings.
- Streamlined closing processes, significantly reducing errors and improving client satisfaction.
- Enhanced security measures for transaction documentation, leading to notable decrease in data breaches.
- Identified and resolved title issues, preventing potential delays or cancellations of transactions.
- Conducted detailed reviews of contract terms to safeguard interests of all parties involved, minimizing potential legal issues.
- Enhanced accuracy and efficiency in document preparation, contributing to smoother and faster closing process.
- Compiled closing packages for drafting and presentation accuracy.
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Explained very technical financial information to applicants in easy to understand language.
- Assisted customers with completing loan applications and other paperwork.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Performant, Inc.
Lead Recovery Specialist
01.2006 - 11.2011
Job overview
- Analyzed debtor accounts to identify potential issues or challenges, enabling customized approaches for successful resolutions.
- Provided exceptional customer service to both internal and external parties as necessary throughout the debt resolution journey.
- Maintained a strong working knowledge of industry trends, regulatory changes, and emerging technologies to stay ahead in a competitive landscape.
- Conducted regular reviews of team performance in order to identify areas for improvement, leading to overall increased efficiency within the department.
- Streamlined workflows for efficient communication between multiple departments, contributing to a more cohesive debt recovery process.
- Reduced delinquent account balances through diligent follow-up efforts with borrowers, increasing overall recoveries for the organization.
- Acted as a resource for other team members by sharing best practices, offering guidance on challenging cases, and providing support when needed.
- Enhanced debt recovery rates by implementing effective strategies and negotiation techniques.
- Worked closely with other departments such as credit risk management and finance teams to develop a holistic approach towards controlling delinquencies across the organization''s portfolio of loans.
- Facilitated ongoing training sessions to ensure all team members were equipped with current knowledge about relevant laws, regulations, and best practices in the field of debt recovery.
- Trained and supervised a team of recovery specialists, resulting in increased productivity and improved performance metrics.
- Evaluated existing tools and resources within the department to identify opportunities for improvement or cost savings, resulting in increased operational efficiency while maintaining high levels of customer satisfaction.
- Collaborated with legal counsel on complex cases, ensuring compliance with applicable laws and regulations during the recovery process.
- Managed high-profile accounts by directly liaising with upper management teams, providing timely updates on progress towards full resolution.
- Collected on delinquent accounts to reduce overdue balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Maintained consistently high success rate of collecting on overdue accounts.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Documented customer payment interactions and account statuses for future reference.
- Collaborated with other departments to verify customer compliance with payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Analyzed customer financial records to determine appropriate payment plan.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
West Texas Medical Associates
Customer Account Specialist
02.2004 - 12.2005
Job overview
- Conducted regular account reviews with clients to assess satisfaction levels and identify areas for improvement.
- Used [Software] and [Software] to keep accurate records pertaining to inventory and account notes.
- Coordinated with sales teams to ensure seamless transition from prospecting to account management stages.
- Continually updated knowledge on industry trends and developments to better serve client needs.
- Evaluated customers' potential needs to make appropriate recommendations.
- Managed multiple customer accounts simultaneously, prioritizing tasks and managing time effectively.
- Maintained accurate records of customer interactions, ensuring timely follow-up on outstanding issues.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns.
- Completed routine and complex account updates to resolve problems.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Adhered to standards of quality and service as well as all compliance requirements.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Analyzed financial data and generated accurate, insightful reports for management.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Responded to customer inquiries and provided detailed account information.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Researched billing errors and discrepancies to initiate corrective action.
AIM Construction, Inc.
Office Manager
10.2001 - 07.2005
Job overview
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Crockett National Bank
Commercial Bank Teller
01.1998 - 09.2001
Job overview
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Audited fellow teller currency to contribute to dual-control procedures.
Education
Robert Lee ISDRobert Lee, Tx
High School Diploma
05.1993
University Overview
- Ranked in Top 10% of class
Skills
- Title Document Review
- Closing Document Preparation
- Real Estate Transactions
- Title Insurance Knowledge
- Real Estate Closing Processes
- Notary Public Certification
- Escrow Standards
- Title Clearance
- Loan Document Packages
- Closing process expertise
- Multi-tasking Capabilities
- Title requirements
- Closing Disclosure
- Organizational proficiency
- Contracts understanding
- Document Preparation
- Lender relations
- Funds Disbursement
- Escrow management
- Regulatory Compliance
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Customer service-focused
- Organizational Skills
- Active Listening
- Adaptability and Flexibility
- Decision-Making
- Cash Handling
- Relationship Building
- Customer Relations
- Microsoft Office
- Oral and Written Comprehension
- Analytical and Critical Thinking
- Data Entry
- Loan Processing Coordination
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Analytical Thinking
- Goal Setting
- Professionalism
- Document analysis
- Basic Mathematics
- Continuous Improvement
- Adaptability
- Written Communication
- Professional Demeanor
- Problem-solving aptitude
- Process Improvement
- Financial Accounting
- Invoice Preparation
- 10-Key Data Entry
- Financial transactions expertise
- Regulatory Disclosure Preparation
- Proficient in 10-key
Certification
- Licensed Escrow Officer - September 2024
- Notary- March 24, 2026
Timeline
Escrow Officer
Surety Title Company
06.2012 - 04.2024
Lead Recovery Specialist
Performant, Inc.
01.2006 - 11.2011
Customer Account Specialist
West Texas Medical Associates
02.2004 - 12.2005
Office Manager
AIM Construction, Inc.
10.2001 - 07.2005
Commercial Bank Teller
Crockett National Bank
01.1998 - 09.2001
Robert Lee ISD
High School Diploma
Availability
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home option401k matchPaid sick leaveTeam Building / Company RetreatsPersonal development programsCompany CulturePaid time offQuote
"I never dreamed about success, I worked for it."
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