KATHRYN A. ARMBRUSTER
Oxford,MI
Summary
Personable and dedicated mortgage servicing professional demonstrating high level of ownership and initiative. Possessing an exceptional work ethic and a desire to go above and beyond to exceed company expectations. Motivated team player successful in fast-paced, deadline-driven environments to manage goals and team development.
Overview
24
24
years of professional experience
Work History
Customer Service Servicing Manager
MR. COOPER
Dallas, TX
04.2025 - 08.2025
- Assisting with overflow inbound and outbound mortgage servicing calls including collection for past due accounts.
- Reviewing and resolving customer inquiries by written correspondence while maintaining regulatory timeframes.
Customer Service Servicing Supervisor
FLAGSTAR BANK
Troy, MI
04.2020 - 04.2025
- Managing a team of up to 16 servicing agents. Coaching each team member to meet or exceed monthly goals by focusing on quality and efficiency.
- Reviewing and critiquing agent calls for quality assurance purposes.
- Providing positive, constructive feedback to agents experiencing issues with a customer or case.
- Managing the call center floor to ensure service levels are met.
- Collaborating with internal business partners and support teams to advocate on behalf of the customer, including the resolution of complaints with the Office of the President.
- Subject Matter Expert (SME) for escrow and tax. Coordinated internal meetings to review and improve processes, along with updating user guides.
Customer Service Escalation Specialist
FLAGSTAR BANK
Troy, MI
06.2012 - 04.2020
- Effectively communicating with customers to investigate, solve, and resolve complex issues in a timely manner.
- Assisting agents on the supervisor hotline with questions and escalated customer inquiries. Providing guidance and leadership to agents faced with a difficult customer.
Customer Service Representative
FLAGSTAR BANK
Troy, MI
11.2006 - 06.2012
- Resolving customer complaints through effective communication and problem solving.
- Consistently exceeding monthly goals.
- Selected as one of two cross-trained agents to handle both mortgage servicing and banking inbound calls.
Home Loan Advisor
FLAGSTAR BANK
Troy, MI
08.2002 - 11.2006
- Assisting new and current clients with multiple mortgage choices by reviewing financial data to determine eligibility. Guiding customers through mortgage options and loan processes effectively.
- Developed strong relationships with clients to ensure satisfaction and trust as well as multiple referrals for new business.
- Obtained numerous awards for top producer and outstanding customer service including Flagstar of the month.
Assistant Loan Processor (temporary)
FLAGSTAR BANK
Troy, MI
10.2001 - 07.2002
- Reviewed credit reports and financial statements for accuracy and completeness.
- Collaborated with external parties to obtain required documentation for loans.
Education
Bachelor of Business Administration - Finance
Walsh College
Troy, MISkills
- Team management
- Process improvement
- Escalation handling
- Customer service
- Quality assurance
- Performance coaching
- Conflict resolution
- Problem solving
- Communication skills
- Customer relationship management
- Call center operations
Timeline
Customer Service Servicing Manager
MR. COOPER
04.2025 - 08.2025
Customer Service Servicing Supervisor
FLAGSTAR BANK
04.2020 - 04.2025
Customer Service Escalation Specialist
FLAGSTAR BANK
06.2012 - 04.2020
Customer Service Representative
FLAGSTAR BANK
11.2006 - 06.2012
Home Loan Advisor
FLAGSTAR BANK
08.2002 - 11.2006
Assistant Loan Processor (temporary)
FLAGSTAR BANK
10.2001 - 07.2002
Bachelor of Business Administration - Finance
Walsh College