Michael Mason
Sanford,NC
Summary
Experienced mortgage and title professional known for strong problem-solving and teamwork skills. Successfully led cross-functional initiatives to improve service processes, ensuring timely resolutions and enhanced customer experiences.
Overview
27
27
years of professional experience
Work History
Escalations Manager (Default Servicing)
Wells Fargo & Company
Raleigh, NC
10.2012 - 05.2025
- Facilitated effective resolution of escalated customer concerns to uphold company policies and enhance service quality.
- Created comprehensive training initiatives aimed at improving escalation management and boosting customer satisfaction.
- Conducted analysis of customer feedback trends to pinpoint opportunities for service improvement.
- Engaged with cross-functional teams to refine escalation protocols, ensuring quicker response times.
- Executed quality assurance measures to uphold compliance standards throughout escalation processes.
- Supported team members in addressing critical customer issues to ensure prompt and appropriate resolutions.
- Streamlined resolution processes by establishing effective communication channels between customer support teams and internal stakeholders.
- Designed a structured knowledge base for reference during escalations, improving overall case resolution efficiency and precision.
Loan Document Specialist
Wells Fargo & Company
Raleigh, NC
10.1998 - 10.2012
- Coordinated communication between clients and internal teams to facilitate smooth loan processing.
- Assisted in the preparation of closing documents for mortgage loans.
- Reviewed and verified financial documents to ensure completeness before submission.
- Processed loan documentation for accuracy and compliance with regulatory standards.
Education
Bachelor of Arts - History
East Carolina University
Greenville, North Carolina, NC06-1998
Skills
- Title review and chain of title experience
- Mortgage and title curative background
- Record preparation
- Teamwork and collaboration
- Problem-solving
- Customer service
- Performance evaluations
Timeline
Escalations Manager (Default Servicing)
Wells Fargo & Company
10.2012 - 05.2025
Loan Document Specialist
Wells Fargo & Company
10.1998 - 10.2012
Bachelor of Arts - History
East Carolina University