Michael Atkins
Irmo,SC
Summary
Results-driven Escrow Analyst with over a decade of experience in mortgage servicing and title industry operations. Proven track record in managing escrow funds, resolving complex disbursement issues, and enhancing process efficiencies. Strong analytical skills combined with a commitment to customer satisfaction and team collaboration.
Overview
13
13
years of professional experience
Work History
Escrow Analyst - Mortgage Servicing
Flagstar Bank/New York Community Bank
02.2020 - 11.2024
- Managed customer escrow accounts by confirming and projecting fund allocations, ensuring accuracy and compliance
- Resolved escalated customer complaints through Salesforce, improving customer satisfaction and retention
- Developed and maintained multiple reporting processes using Microsoft Excel, enhancing operational visibility and decision-making
- Coordinated wire transfers accurately and securely, ensuring proper disbursement of funds throughout each transaction''s life cycle.
- Developed strong relationships with clients through excellent customer service, fostering trust and loyalty.
- Assisted with the successful closing of numerous escrow transactions, ensuring all parties were informed and satisfied.
- Supported team members in managing their workload, contributing to a more productive work environment.
Disbursement Analyst
Title Source Inc./ Amrock Inc.
09.2018 - 09.2019
- Managed the final stages of the refinance and purchase process, confirming payoffs and creditor amounts to ensure seamless transactions
- Liaised with customers, attorneys, and creditors to validate wire and payoff information, ensuring timely disbursement of funds
- Would disburse 50-100 loans a day as a high volume team member
Disbursement Audit and Delay Team Captain
Title Source Inc./ Amrock Inc.
09.2016 - 09.2018
- Led the Disbursement Audit team, overseeing daily operations and training initiatives, resulting in a 20% improvement in resolution times for complex loan issues
- Implemented innovative problem-solving techniques to tackle escalated loan challenges, enhancing team performance
Disbursement Delay Analyst
Title Source Inc./ Amrock Inc.
09.2015 - 09.2016
- Investigated and analyzed disbursement and funding delays, collaborating with customers and high-profile lenders such as Chase Bank and Rocket Mortgage to resolve issues efficiently
- Managed a delay pipeline of 10-20 loans a day
- Generated reports detailing findings and recommendations.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Recording Auditor
Title Source Inc./ Amrock Inc.
05.2012 - 09.2015
- Conducted thorough audits of closing and settlement documents for refinance and purchase loans before funding, ensuring compliance and accuracy
- Mentored and trained new team members, fostering a culture of excellence and continuous improvement
Education
Marketing
Baker College
Flint, MISkills
- Escrow Management
- Customer Service Excellence
- Problem Solving & Analytical Thinking
- Team Leadership & Training
- Process Improvement
- Microsoft Excel & Reporting
- Loan Servicing
- Document Review
- Closing procedures
- Real estate knowledge
Timeline
Escrow Analyst - Mortgage Servicing
Flagstar Bank/New York Community Bank
02.2020 - 11.2024
Disbursement Analyst
Title Source Inc./ Amrock Inc.
09.2018 - 09.2019
Disbursement Audit and Delay Team Captain
Title Source Inc./ Amrock Inc.
09.2016 - 09.2018
Disbursement Delay Analyst
Title Source Inc./ Amrock Inc.
09.2015 - 09.2016
Recording Auditor
Title Source Inc./ Amrock Inc.
05.2012 - 09.2015
Marketing
Baker College
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