Summary
Overview
Work History
Education
Skills
Software Skills
Timeline
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Nicholas Hokin

Phoenix,AZ

Summary

Experienced team lead with a demonstrated history of working in the entertainment and mortgage servicing industry. Skilled in Project Management, Scheduling, Project Planning, Building Customer Loyalty, Problem Solving, Team Collaboration, Event Management, and a Fast Learner. More than 5 years of customer service experience. Years of experience using a computer and navigating multiple screens. Experience with Agile and Waterfall Methodologies. Excellent personal computer skills utilizing Microsoft Office/Window based applications.

Overview

9
9
years of professional experience

Work History

Dedicated Loan Servicing Consultant

Shellpoint Mortgage Servicing
05.2024 - Current
  • Excellent organizational & prioritization skills, attention to detail
  • Self-motivated, with a strong sense of personal responsibility.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Managed client relationships through regular check-ins and updates on accounts
  • Learned and adapted quickly to new technology and software applications.
  • Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
  • Enhanced communication among team members to foster collaborative and supportive work environment.
  • Made payments with borrowers and provided escrow and insurance advice

Loan Servicing Specialist Private Label

Computershare
03.2022 - Current
  • Calculated, reviewed and corrected errors on interest, principal and closing costs.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
  • Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
  • Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
  • Set up, stored and updated customer files, department records and regulatory paperwork.

Loan Servicing Specialist II

Computershare
01.2022 - Current
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
  • Maintained and set mortgage interest rate and loan programs to remain competitive in market.

Loan Servicing Specialist

Computershare
03.2021 - Current
  • Assessed customer account histories to determine previous compliance with payment plans and loan terms.
  • Reviewed and validated details of loan applications and closing documentation.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Inbound Customer Service Representative

Discover Financial Services
10.2020 - 03.2021
  • Resolved complaints efficiently to satisfy customers and encourage future transactions.
  • Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Team Leader

Harkins Theatres
10.2015 - 10.2020
  • Provided excellent customer service over the phone and in person.
  • Established professional relationships with team members which helped resolve issues and conflicts quickly.
  • Optimized customer support by establishing a collaborative service environment.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.
  • Trained team on all aspects of operating procedures and company services.

Education

(BBA) Bachelor of Business Administration - Marketing

Northern Arizona University
Flagstaff, AZ
05.2020

Associate Business Degree -

Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZ
04.2018

High School Diploma -

Horizon High School
Scottsdale, AZ
05.2015

Skills

  • Client Service
  • Account Management
  • Daily Workflow Improvement
  • Quality Control
  • Team Building Expertise
  • Marketing Research
  • Planning and Organization
  • Motivated Team Player
  • Skilled Problem Solver
  • Jira
  • Perforce
  • Production

Software Skills

  • Jira
  • Perforce
  • Microsoft Office


Timeline

Dedicated Loan Servicing Consultant

Shellpoint Mortgage Servicing
05.2024 - Current

Loan Servicing Specialist Private Label

Computershare
03.2022 - Current

Loan Servicing Specialist II

Computershare
01.2022 - Current

Loan Servicing Specialist

Computershare
03.2021 - Current

Inbound Customer Service Representative

Discover Financial Services
10.2020 - 03.2021

Team Leader

Harkins Theatres
10.2015 - 10.2020

(BBA) Bachelor of Business Administration - Marketing

Northern Arizona University

Associate Business Degree -

Maricopa Community Colleges - Paradise Valley Community College

High School Diploma -

Horizon High School

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Nicholas Hokin