Summary
Overview
Work History
Education
Skills
Certification
Awards
References
Timeline
Generic

Michael Shiflet

Mechanicsburg,PA

Summary

Seasoned mortgage and customer service professional with extensive experience at Wells Fargo, specializing in document coordination and effective leadership. Proven track record of enhancing loan processing efficiency and resolving complex customer inquiries, supported by a strong foundation in regulatory compliance and team collaboration. Consistently improves operational workflows while boosting customer satisfaction. Career ambitions include further optimizing processes within the financial sector.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Post Closer/Loan Opener

PSECU
Harrisburg, PA
01.2024 - 12.2024
  • Executed packaging processes for mortgage loans in the Secondary Market.
  • Integrated commitments and loan data into investor software and front-end origination system for efficient tracking.
  • Facilitated follow-up on critical review findings ensuring timely resolution.
  • Tracked recorded mortgages, final title policies, and outstanding At Closing conditions on newly closed loans.
  • Assembled settlement packages in compliance with Secondary Market standards.
  • Prepared documentation for title investigations, flood risk analyses and property valuations.
  • Verify, compile and input mortgage loan application data from submission to closing.
  • Processed returned mail items timely according to established procedures.
  • Researched complex requests using multiple resources in order to provide accurate information.
  • Resolved post-closing discrepancies between lenders and investors by researching title commitments, endorsements, and other related documents.
  • Managed loan packages and prepared closing instructions for staff.

Customer Resolution Specialist

ServiceMac
Mechanicsburg, PA
05.2021 - 08.2023
  • Managed processing of property insurance claims efficiently.
  • Communicated with customers to provide updates on inquiry statuses.
  • Conducted professional outreach and response efforts via inbound and outbound phone inquiries.
  • Provided efficient resolutions to varied customer questions via multiple communication channels.
  • Manage assigned case inventory and ensure compliance with key deadlines.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Utilized problem-solving skills when faced with difficult situations involving customers.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Executive Resolution Specialist 4

Wells Fargo
Frederick, MD
05.2015 - 05.2021
  • Initiated resolution responses and communicated them to customers verbally and in writing.
  • Give constructive feedback to team members addressing potential process gaps.
  • Maintain retention of thorough research and resolution documentation.
  • Facilitated communication among customers, third parties, and Wells Fargo to address complaints.
  • Streamline management of assignments through effective pipeline oversight.
  • Guided colleagues through training and development.
  • Contacted insurance companies to check status of claim payments.
  • Advised team members on best practices for handling difficult or sensitive situations.

Closer & Pre Marketer

Wells Fargo
Frederick, MD
02.2008 - 05.2015
  • Reviewed and prepared settlement statements and closing disclosures with precision.
  • Verified accuracy and compliance of loan documentation with state, federal, and regulatory standards.
  • Coordinated closing process by organizing lenders, title companies, and other parties.
  • Addressed challenges with loan documentation and post-closing.
  • Handled pipeline of active deals in closing stage.
  • Liaised between front line and lender or portfolio manager and underwriting.
  • Reviewed and corrected errors on interest, principal and closing costs.
  • Worked closely with lenders to ensure timely closings.
  • Communicated effectively with customers regarding their closing status.
  • Reviewed title commitments to ensure clear titles were obtained prior to closing.
  • Verified accuracy of all closing documents for completeness and compliance.

Education

Some College (No Degree) - Business Administration

Chesapeake College
Wye Mills, MD

High School Diploma -

Severna Park High
Severna Park, MD

Skills

  • Effective Time Management
  • Proficient in Microsoft Word
  • Clear Written Communication
  • Experienced with Software Tools
  • Effective Leadership Skills
  • Document Evaluation
  • Effective Use of Software
  • File management
  • Teamwork orientation
  • Title insurance
  • Quality control measures
  • Closing disclosure preparation
  • Post-closing reporting
  • Regulatory compliance awareness
  • Loan document review
  • Escrow management
  • Customer service and assistance
  • Microsoft outlook, word, and Excel

Certification

MSR License

Awards

Top performer 2 years in a row- most loans closed in a month

References

References available upon request.

Timeline

Post Closer/Loan Opener

PSECU
01.2024 - 12.2024

Customer Resolution Specialist

ServiceMac
05.2021 - 08.2023

Executive Resolution Specialist 4

Wells Fargo
05.2015 - 05.2021

Closer & Pre Marketer

Wells Fargo
02.2008 - 05.2015

Some College (No Degree) - Business Administration

Chesapeake College

High School Diploma -

Severna Park High

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Michael Shiflet