PABLO GONZALEZ
Indianapolis,IN
Summary
Mortgage servicing professional with experience in regulatory complaint resolution, loan documentation review, escrow administration, and servicing operations. Skilled in researching loan records, preparing responses, and ensuring documentation accuracy while following investor guidelines and company procedures.
Overview
13
13
years of professional experience
Work History
Assembly Supervisor
Premier Packaging
Indianapolis, Indiana
01.2025 - Current
- Supervise daily production activities while ensuring quality standards and company procedures are followed.
- Train and support team members on work instructions, safety procedures, and quality expectations.
- Coordinate with multiple departments to resolve production issues and maintain efficient workflow.
Manufacturing Buyer
Premier Packaging
Indianapolis, IN
09.2022 - 01.2025
- Managed purchasing activities, including reviewing requirements, placing orders, and coordinating with vendors to ensure timely delivery of materials.
- Maintained accurate records of purchase orders, inventory information, and supplier documentation.
- Communicated with internal teams and external vendors to resolve issues and support operational needs.
Escrow Administrator
Homepoint Financial
10.2019 - 08.2021
- Managed renovation escrow accounts for FHA 203(k) and Fannie Mae Homestyle renovation loans, ensuring documentation and disbursement activities followed investor guidelines and company procedures.
- Reviewed contractor invoices, inspection reports, draw requests, and supporting documentation to validate accuracy and eligibility prior to fund disbursement.
- Utilized MSP/Black Knight to research loan information, review payment histories, and verify borrower account details to support escrow administration activities and accurate recordkeeping.
- Maintained detailed loan records and tracked escrow activity while coordinating with borrowers, contractors, inspectors, and internal servicing teams.
- Researched account issues and resolved documentation discrepancies to ensure timely completion of renovation projects.
Customer Research Supervisor
Carrington Mortgage Services, LLC
11.2016 - 09.2018
- Supervised a team responsible for researching and responding to borrower inquiries, including Qualified Written Requests (QWRs), Notices of Error (NOEs), Requests for Information (RFIs), and other servicing-related complaints.
- Researched loan servicing records, payment histories, account activity, system notes, and supporting documentation to develop accurate and complete responses.
- Drafted and reviewed regulatory responses to ensure compliance with applicable requirements, company procedures, and established response timelines.
- Audited team responses for accuracy, completeness, and adherence to quality standards prior to final submission.
- Coordinated with servicing departments and internal business partners to obtain documentation, resolve escalated issues, and track outstanding requests through resolution.
Customer Research Representative
Carrington Mortgage Services, LLC
04.2015 - 11.2016
- Researched and responded to borrower inquiries, including Qualified Written Requests (QWRs), Notices of Error (NOEs), Requests for Information (RFIs), and other servicing-related complaints.
- Reviewed loan servicing records, payment histories, account activity, and system notes to identify issues and prepare accurate written responses.
- Gathered and analyzed supporting documentation to address borrower concerns and ensure responses were complete and compliant with regulatory requirements.
- Collaborated with internal servicing departments to obtain information, resolve discrepancies, and meet required response deadlines.
- Maintained accurate case documentation and tracking records to support timely resolution of research requests.
Loan Servicing Specialist (Collections)
Carrington Mortgage Services, LLC
11.2013 - 04.2015
- Managed borrower servicing inquiries related to payment processing, escrow accounts, delinquency status, account histories, and other loan servicing matters.
- Researched loan records, payment histories, transaction activity, and servicing system notes to investigate account issues and provide accurate resolutions.
- Reviewed and processed servicing requests, including payoff statements, account history requests, and borrower inquiries while following company procedures and investor guidelines.
- Assisted borrowers with questions related to delinquency, default status, and loss mitigation processes while ensuring accurate information was provided.
- Documented research findings and maintained accurate account notes to support servicing activities and regulatory response requirements.
Skills
- Mortgage Servicing
- Regulatory Compliance (CFPB & RESPA)
- Document Review & Management
- Loan Documentation
- Servicing Research & Analysis
- Microsoft Office (Excel, Word, PowerPoint)
Systems
- Fiserv
- Encompass
- AIQ
- MSP/Black Knight
Languages
- Spanish
- English
Timeline
Assembly Supervisor
Premier Packaging
01.2025 - Current
Manufacturing Buyer
Premier Packaging
09.2022 - 01.2025
Escrow Administrator
Homepoint Financial
10.2019 - 08.2021
Customer Research Supervisor
Carrington Mortgage Services, LLC
11.2016 - 09.2018
Customer Research Representative
Carrington Mortgage Services, LLC
04.2015 - 11.2016
Loan Servicing Specialist (Collections)
Carrington Mortgage Services, LLC
11.2013 - 04.2015