KATHRYN EYLER
Sabillasville,USA
Summary
Accomplished Servicing Specialist with expertise in escrow management and loan servicing at Bay Equity LLC. Leveraged problem-solving skills to streamline workflows, enhancing team collaboration and customer satisfaction. Proficient in Microsoft Office and Encompass 360, ensuring precise record-keeping and compliance. Effectively orchestrated resolution of intricate escrow issues.
Overview
17
17
years of professional experience
Work History
Servicing Specialist
Bay Equity LLC
Concord, CA
03.2021 - 12.2025
- Coordinated communication between clients and loan officers to resolve concerns and to ensure clarity.
- Maintained accurate records of client interactions and transactions in the database.
- Collaborated with team members to streamline servicing procedures and enhance workflows.
- Provided support during audits by gathering relevant documents for review by auditors.
- Managed inbound customer inquiries through phone and email, resolving issues with a focus on first call resolution related to payment processing, general loan concerns, buydowns, and specifically escrow related inquiries.
- Collaborated with cross-functional teams and external clients to address complex customer concerns.
- Resolved complex Escrow concerns by collaborating with tax authorities and insurance agents.
- Utilized internal and external servicing platforms to document customer interactions, ensuring accurate record-keeping.
- Spearheaded daily and monthly escrow reports to ensure disbursements were being completed in accordance with stated SLAs.
- Managed approval or denial of escrow disbursements from the Sub-Servicer, thereby ensuring compliance with stated SLA and RESPA requirements, and eliminating unnecessary disbursements/costs that could not be recouped.
- Collaborated with acquiring servicers regarding account status, payment concerns, complex escrow issues, recasts, and payoffs.
- Managed MI reimbursements for payments made outside of Purchase Advise.
Servicing Oversight Analyst - Escrow
First Guaranty Mortgage Corporation
Frederick, MD
01.2017 - 05.2020
- Reviewed bi-weekly and monthly escrow reports from the sub-servicer to oversee and ensure proper handling of escrow disbursements, collections, and analyses. Findings were delivered to the sub-servicer and upper management for further action.
- Reviewed monthly Foreclosure reports to ensure affected loans were either removed from the process as needed or moved along in the process in accordance with GNMA/FHA/VA guidelines. Findings were delivered to the sub-servicer and upper management for further action.
- Assisted with data validation with newly boarded loans to ensure the servicer received full and accurate information.
- Received incoming calls and emails from customers, clients, settlement companies, and insurance companies requesting research and resolution of closing or servicing issues.
- Received and processed weekly servicer mortgage document requests.
- Completed special projects as requested by upper management involving escrow research and resolution.
Insurance Verification Specialist
Community Radiology
Frederick, MD
05.2014 - 01.2017
- Verified and obtained insurance approval for high modality exams as prescribed by patient physicians. Including MRI, CT, and PET scans
Customer Service Representative III
Wells Fargo Home Mortgage
Frederick, MD
09.2008 - 11.2013
- Researched incoming correspondence requesting information from customers or advising the bank of errors. The types of correspondence included payment errors, requests for detailed account histories, customer service complaints, requests for mortgage assistance, escrow and mortgage insurance inquiries.
- Drafted and issued responses to customers while maintaining a pipeline of up to 23 loans.
- Consent Order - According to federal direction, loans in foreclosure were reviewed to identify errors and/or harm impacting mortgage customers.
- Reviewed mortgage assistance processes and modification processing.
- Reviewed foreclosure loans to determine accurate accrual of inspection fees, late fees, and attorney fees.
Education
Paralegal Studies
Frederick Community College
Frederick, MDSkills
- Microsoft Office
- Encompass 360
- FHA Connection
- Intralinks
- Problem solving
- Effective communication
- Attention to detail
- Team collaboration
- Customer relationship management
- Loan servicing
- Escrow management
- Payment processing
Timeline
Servicing Specialist
Bay Equity LLC
03.2021 - 12.2025
Servicing Oversight Analyst - Escrow
First Guaranty Mortgage Corporation
01.2017 - 05.2020
Insurance Verification Specialist
Community Radiology
05.2014 - 01.2017
Customer Service Representative III
Wells Fargo Home Mortgage
09.2008 - 11.2013
Paralegal Studies
Frederick Community College