Nicholas Hokin
Phoenix,AZ
Summary
Experienced team lead with extensive experience in financial and mortgage servicing sectors. Proficient in project management, customer loyalty development, and team collaboration. Over 5 years of client service experience, and utilizing agile and waterfall methodologies. Strong computer skills with expertise in Microsoft Office and navigating complex systems.
Overview
11
11
years of professional experience
Work History
Policy Holder Services Associate
Lincoln Heritage Life Insurance
09.2025 - Current
- Delivered exceptional service to individuals, fostering effective and lasting business relationships.
- Analyzed customer data to identify trends, enhancing understanding of customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Stayed informed on industry developments and market trends to gain competitive advantage.
- Developed and implemented strategies to strengthen partner relations, improving collaboration.
Dedicated Loan Servicing Consultant
Newrez LLC
05.2024 - 08.2025
- Processed payments with borrowers while providing detailed escrow and insurance guidance.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Managed client relationships through regular check-ins and account updates to ensure satisfaction and retention.
- Streamlined internal processes, resulting in enhanced team efficiency and improved project outcomes.
- Excellent organizational & prioritization skills, attention to detail.
- Self-motivated, with a strong sense of personal responsibility.
- Learned and adapted quickly to new technology and software applications.
- Educated staff on organizational mission and goals, aligning team efforts with company objectives.
- Enhanced communication among team members to foster collaborative and supportive a collaborative and supportive work environment.
Loan Servicing Specialist Private Label
Computershare
03.2022 - 05.2024
- Reviewed and corrected errors on interest, principal, and closing costs to ensure accuracy and compliance.
- 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.
- Maintained organized customer files and department records for efficient access and regulatory compliance.
Loan Servicing Specialist II
Computershare
01.2022 - 03.2022
- Ensured on-time payments and compliance with loan terms through thorough assessment of customer accounts.
- Set and maintained competitive mortgage interest rates and loan programs to enhance market positioning.
- Delivered friendly and efficient customer service, effectively resolving challenging situations.
- Proved successful working within tight deadlines and a fast-paced environment.
Loan Servicing Specialist
Computershare
03.2021 - 01.2022
- Assessed customer account histories to evaluate compliance with payment plans and loan terms, ensuring alignment with regulatory requirements.
- Reviewed and validated details of loan applications and closing documentation.
- Actively listened to customers' requests to clarify concerns and provide tailored solutions, enhancing customer satisfaction.
- Contributed to continuous improvement by proposing enhancements and collaborating in problem-solving activities to strengthen team effectiveness.
Inbound Customer Service Representative
Discover Financial Services
10.2020 - 03.2021
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved customer complaints to enhance satisfaction and promote repeat business.
- Educated customers on product terminology, features, and benefits to boost sales and increase 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.
- Cultivated long-term customer relationships through exceptional service and comprehensive order and account information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Team Leader
Harkins Theatres
10.2015 - 10.2020
- Optimized customer support by establishing a collaborative service environment.
- Cultivated professional relationships with team members to facilitate swift resolution of issues and conflicts.
- 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.
- Fostered strong relationships with customers through positive attitude and attentive responses to their needs.
- Delivered customer service over phone and in person, ensuring satisfaction and addressing concerns promptly.
Education
(BBA) Bachelor of Business Administration - Marketing
Northern Arizona University
Flagstaff, AZ05-2020
Associate Business Degree -
Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZ04-2018
High School Diploma -
Horizon High School
Scottsdale, AZ05-2015
Skills
- Client Service
- Project Management
- Account Management
- Regulatory Compliance
- Process Optimization
- Customer Insights
- Data analysis
- Project oversight
- Strategic planning
- Problem-solving skills
- Collaborative mindset
- Team development
Software Skills
- Jira
- Perforce
- Microsoft Office
- Excel
- Onenote
- Outlook
Timeline
Policy Holder Services Associate
Lincoln Heritage Life Insurance
09.2025 - Current
Dedicated Loan Servicing Consultant
Newrez LLC
05.2024 - 08.2025
Loan Servicing Specialist Private Label
Computershare
03.2022 - 05.2024
Loan Servicing Specialist II
Computershare
01.2022 - 03.2022
Loan Servicing Specialist
Computershare
03.2021 - 01.2022
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